Why is my SIM card not working or having connectivity issues?

The SIM card is designed to automatically connect to the network with the strongest signal available in the area. If you’re experiencing issues like no network, no data connection, or other malfunctions, several factors may be involved. Please go through the following checks:

1. Account credit or SIM card configuration issues

Make sure your account has enough credit. If the credit has run out, please recharge your account.
Check that the SIM card status is Active. If it’s Blocked or Disconnected, click the Reactivate button in the IoT Portal (see here for possible reasons why it may have become blocked or disconnected).

2. Incorrect SIM card insertion or device incompatibility

Ensure the SIM card is properly inserted into the device.
Make sure the device supports international SIM cards and is not locked by a local carrier.

3. Incorrect device settings

Check that the APN is set to TM. Leave the username and password fields empty.
If the SIM card has a fixed public IP address, use the APN: JTFIXEDPUBLIC.
Make sure mobile data and data roaming are both enabled.
For satellite trackers or devices using GPS/GPRS networks, ensure the correct settings are enabled as well.

4. No or weak signal coverage

Make sure there is sufficient signal coverage in the area where the SIM card is located, with at least one of Things Mobile’s partner networks.
If the signal is weak or absent, try moving the device to another location.
Restart the SIM card from the IoT Portal by clicking Restart SIM card to initiate a new connection session.

If the issue persists, remove the SIM card from the device and insert it into a smartphone, then follow these steps:

Enable mobile data and data roaming.
Ensure the APN is set to TM or JTFIXEDPUBLIC (for fixed public IPs).
Leave the username and password fields blank.
Check if the phone automatically connects to a network.
If not, manually select a network from the available ones listed here.
Try browsing the web.

If the SIM card works in the smartphone, reinsert it into the original device and test it again.

If the problem continues, please email support@thingsmobile.com with the following information:

Location, date, and local time of the test (i.e., connection attempt)
The network operators selected
A screenshot showing the connection error (if any) and one showing the APN settings

Note:

If the APN needs to be configured via SMS, make sure the command is correctly received by the device.

When sending an SMS from another carrier to a Things Mobile SIM, use 00 or + before the number (e.g., 00882… or +882…).

When sending an SMS from a Things Mobile SIM to another network, use the international prefix with 00 or + (e.g., 0039 or +39 for Italy).