If your Air SIM is not communicating as expected, please first refer to the troubleshooting guide for your SIM:
- SORACOM Air SIM for Japan Troubleshooting Guide
- SORACOM Air SIM for Global Troubleshooting Guide
If you have followed the troubleshooting guide and your Air SIM is still unable to connect, please contact the Soracom customer support and provide the following information.
- Your SORACOM Operator ID
- The IMSI or ICCID of your Air SIM card
- Details of the device you are using (manufacturer, model, etc.)
- Details of connection issue (error messages, etc.)
When contacting customer support, please provide as much detail as possible (screenshots, error messages, approximate time of error, etc.) as it will help with identifying and resolving the connection issue.