My SIM card isn't working

If your SIM card/Device is not able to establish a data session or not able to register with the network, please perform the following steps.

  1.  Ensure the SIM is inserted into the device correctly.
  2. Ensure that your device is correctly configured and authorized, i.e. not SIM-locked, verify that the APN has been correctly set up.
  3. Ensure that the device is powered ON and it is not in radio-off mode, e.g. airplane or sleep mode.
  4. Ensure that the device is in coverage; Check the coverage on the Coverage Map. There should be bars in the signal indicator.
  5. After completing the above steps, please power-cycle the device or reboot the device.

After completing above steps, check the following in AerPort:

  1. Is the device provisioned and programmed with the same APN that shows in AerPort?
  2. Is there an active service profile and rate plan associated with the account?

Additional troubleshooting information is available here.

If after going through these stops you still experience a problem, please submit a request for help.

Have more questions? Submit a request


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