Frequently Asked Questions

Troubleshooting Guide

• Why is my device not reconnecting to the cellular network?
• How to change your Soracom Lagoon plan
• Can I transfer the ownership of my Soracom account from one person to another?
• After adding a subscription to the SIM, the status does not change from "Shipped"
• SORACOM Napter Troubleshooting Guide
• The purchased SORACOM IoT SIM is not displayed in the user console

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SORACOM Air for Cellular: General FAQ

• What Frequency Bands Can I use with Soracom IoT SIMs?
• Does Soracom IoT SIM Support IPv6 ?
• Can I view how much data a SIM has used?
• Can Soracom enable my SIMs if I set them to Suspended status?
• How can we tell whether the SIM is mine or not?
• Does the Soracom User Console display the SIM status in real-time?

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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?
• Is the User Console compatible with my browser?
• Can I temporarily disable or suspend a VPG that is in use?

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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

• 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?
• Where can I get information about maintenance or downtime?

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Orders & Delivery

• Where is my order?
• Can an order for SIMs or devices be cancelled or returned?

Invoice

• How can I see when my SIMs will be charged an annual renewal fee?
• What currency is supported for my Soracom billing?
• What is the 'SORACOM Air contract renewal charge` on my invoice?
• Why doesn't the actual billed amount and the total cost of each item match from my invoice to my bill?
• 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?
• Where can I check past charges?
• How do you calculate data usage?
• Can I see the billing details of each Air SIM?
• Is there a fee for terminating an Air SIM?

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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