Frequently Asked Questions

Troubleshooting Guide

• How to change SORACOM Lagoon plan
• Can I transfer the ownership of my Soracom account from one person to another?
• SORACOM Napter Troubleshooting Guide
• The purchased SORACOM IoT SIM is not displayed in the user console
• What is the "error log" that I can see in the user console?
• SORACOM Air SIM for Japan Troubleshooting Guide

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SORACOM Air for Cellular: General FAQ

• FAQ for Soracom Subscription Container Service
• Identifying when a SIM was last connected
• When is the data usage bandwidth limit/throttling applied?
• How many days after purchase will the SORACOM IoT SIM be automatically registered?
• I want to know what IMSI, IMEI, etc. mean on the SIM management screen in the user console.
• Are the IP addresses of Soracom endpoints static?

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SORACOM Air for Cellular: Features

• How to terminate my VPGs?
• Will my Air SIM session timeout after a certain amount of time?
• Can I disconnect or delete a specific 3G/LTE session?
• Can I manually assign a global or public IP address to my Air SIM?
• What are the features of SORACOM Air for Cellular?
• Can I connect to my FTP server using SORACOM Air?

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SORACOM Access Management (SAM)

• How do I create a SAM user in order to share access to my account?
• What are some examples of SAM permissions?
• Is there a limit to the number of SAM users or roles?

SORACOM Services

• What should I do if I do not know my login information for SORACOM Lagoon?
• The SIM to be visualized is not added to SORACOM Lagoon
• Can I customize how my Harvest graph looks?
• Is there a limit to the number of credential sets that I can store?
• What is the price structure for Canal, Direct, Door, and Gate?
• Is the User Console compatible with my browser?

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Devices

• What is the function of the white switch within the Onyx Dongle?

API

• Do you have an environment for testing the SORACOM API?
• How do I use the SORACOM API Reference to make API calls?
• How is the SORACOM API Reference structured?

Operation, Support

• Can I cancel or return an ordered SIM or device?
• Where can I find the latest information on SORACOM?
• What does Public Beta mean?
• What does Limited Preview mean?
• How do I contact SORACOM?
• How do I create a support ticket?

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Invoice

• Can I split my Soracom Bill by item?

Credit card

• My credit card payment failed. What are the possible causes?
• What credit cards can I use?
• When will my credit card be billed?
• My credit card expired or its credit limit was exceeded. What should I do?

Charges

• How can I be sure that all Soracom Services have been cancelled?
• Why am I being charged even though I canceled my SIM or service?
• Why doesn't the actual billed amount and the total cost of each item match from my invoice to my bill?
• Where can I check past charges?
• How do you calculate data usage?
• Can I see the billing details of each Air SIM?

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Payment

• Payment Status on Soracom Console of Usage Charges
• Can I get a receipt for my payment?
• How do I use a coupon code?

Account

• Is expedited shipping available when ordering Soracom products?
• The owner of my Soracom account has left the company, how do I access the Soracom account?
• How do you cancel a Lagoon Subscription?
• Adding additional billing and recovery email addresses to your Soracom Operator account
• Can I keep my Soracom account without any active Soracom SIMs or services?
• What are Coverage Types?

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