Can I Receive a Replacement SIM?

Soracom products are not covered by a warranty, and replacements are generally provided only in the case of an initial manufacturing defect. If you are having trouble with your SIM, work through the troubleshooting steps below before contacting support so we can determine whether a replacement may be possible.

Troubleshooting Before Contacting Support

Before opening a support ticket for a replacement, run through these checks to confirm whether the SIM itself is at fault:

• Test the SIM in multiple devices: Insert the SIM into at least one other compatible device. This helps determine whether the problem follows the SIM or stays with the original device.
• Verify your APN and roaming settings: Confirm the device is configured with the correct APN and that roaming is enabled. Misconfiguration is a common cause of connectivity issues that can easily be mistaken for a faulty SIM.
• Check the SIM for physical damage: Inspect the card and its metal contacts for cracks, scratches, corrosion, or bent pins.
• Confirm the device recognizes the SIM: Run the AT+CIMI AT command to read the SIM's IMSI. If it returns an IMSI, the device can successfully read the SIM. If it returns an error, the SIM may not be seated correctly or could be damaged.

If the SIM still does not work after completing these checks, contact support to discuss the possibility of a replacement.

Contacting Support

If you run into trouble with your Soracom IoT SIM or device and believe it needs to be replaced, reach out to Soracom support:

1. Log in to your User Console.
2. Click the Support menu and select Contact us.
3. At the top of the page, click Submit a request.
4. Complete the ticket form and click Submit.

When submitting your ticket, please include the following information to help the support team verify the SIM's functionality and process your replacement more quickly:

• The troubleshooting steps you have already completed (from the section above), including which devices you tested the SIM in and the corresponding results.
• Photographs of the SIM card that clearly show both sides and any visible physical damage.

Ordering New Products

If you simply need to purchase new stock, you can place a new order directly from the User Console:

1. Navigate to the Product Orders tab.
2. Click New Order to begin making a purchase.
3. Select a shipping address registered in your Soracom account and click Next.

For API users, you can use the GET /orders endpoint to retrieve your order history. For more details on managing purchases, refer to the Orders documentation.