Why is my SIM not working?

Below provides a list to check-through when troubleshooting.

APN – Ensure the device APN matches the VSlice configuration. The default APN is stacuity.flex, which routes traffic to our network and separates it by VSlice, so it will work if you haven’t set a custom APN. If a custom APN has been set, you can confirm it in the Customer Portal:

1. Go to Configuration → VSlice and select the SSlice your endpoint is assigned to.
2. If you’re unsure which vSlice the endpoint uses, open Inventory → Endpoints to check.
3. In the vSlice view, if Advanced Settings is ticked, the configured APN will be shown.

Data roaming – On the device itself, open the mobile-network settings and ensure Data Roaming is enabled.

Account credit – If you are not using a data bundle, your account credit may be depleted.

1. In the Customer Portal, the balance appears in the top-right corner.
2. Click the balance for detailed information or to top up (if your provider has enabled top-up).

Bundle status – Confirm that any active bundle has not expired or been consumed.

1. In the Customer Portal, open Events → Event Viewer and filter on **Bundle Depleted Event v1 **to see any recent depletion events.

Sponsor-operator coverage – Contact your connectivity provider to confirm that the local operator you are trying to connect through has coverage in the target country or region.

Operator policy – Ensure the assigned operator policy allows sessions in the specific country/operator. To create or update an operator policy, follow the instructions here: [link to operator-policy guide].