Can I Receive a Replacement SIM?

Soracom products are not covered by a warranty. Replacements are generally provided only for an initial manufacturing defect.

If your SIM is not working, work through the checks below to find out whether the SIM itself is at fault. This helps the support team decide whether a replacement may be possible. For more steps, see the Troubleshooting guide.

Troubleshooting Checklist

Before you request a replacement, run through these checks:

Confirm the Basic Setup

• Verify the IoT SIM is registered to your account: Make sure the SIM is registered to your Soracom account.
• Check that the device is carrier-unlocked: A device locked to another carrier may not work with a Soracom IoT SIM.
• Verify your Access Point Name (APN) and roaming settings: Confirm the device is configured with the correct APN, there are no typos in the APN settings, and roaming is enabled. Misconfiguration is a common cause of connectivity issues and is easily mistaken for a faulty SIM.
• Confirm the device uses IPv4: Check that your device is configured to use IPv4.

Isolate the Problem

• Test the SIM in multiple devices: Insert the SIM into at least one other compatible device. This shows whether the problem follows the SIM or stays with the original device.
• Try a different Soracom IoT SIM in the same device: If the device works with another SIM, the original SIM may be damaged.
• 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 International Mobile Subscriber Identity (IMSI). If it returns an IMSI, the device can read the SIM. If it returns an error, the SIM may not be seated correctly or could be damaged.

Contacting Support

If your SIM still does not work after completing these checks, or you believe your IoT SIM or device needs to be replaced, create a support request:

1. Log in to the 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.

To help the support team verify the SIM's functionality and process your request more quickly, include:

• The troubleshooting steps you completed, including which devices and SIMs you tested and the results.
• Photographs of the SIM card that clearly show both sides and any visible physical damage.

eSIM Profiles

If you need a replacement for an eSIM profile, note that once an eSIM profile is installed to a device, it cannot be reinstalled or transferred to another device. You need to purchase a new profile.

Ordering New Products

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

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

If you use the API, you can retrieve your order history with GET /orders.

For more details on managing purchases, see the Orders documentation.