FAQ

FREQUENTLY ASKED QUESTIONS

MOST COMMON ISSUES

To be able to create an account, you need to be connected using cellular connectivity. Please turn off Wi-Fi, connect in cellular and refresh the page.
Once your account is created, you can log into your account from any device and any connection

ABOUT UBIGI

Ubigi is a cellular connectivity service for mobile devices.
In Windows 10, Ubigi is integrated to the OS to offer you prepaid data plans directly from the native Mobile Plans App.
On iOS or Android, you’ll just have to download our Ubigi app to manage your account and top up whenever you need.

Our SIM only provides data, you will not receive a phone number.
You can still make calls using a VOIP program such as Skype.

Our Ubigi SIM cards for mobile devices are compatible with all devices with a cellular modem.
Click here to learn about the devices sold with our SIM
If you do not have a Windows 10 device, or an eSIM-equipped device, why don’t you check our data sim offer, Transatel DataSIM?
It works with all types of devices equipped with a SIM slot.

Yes, once you have made the first data connection from your SIM card, you have 15 days to return all the personal information we have requested from you, otherwise we are required by law to suspend your line.

Yes, you will need to create an Ubigi account to be able to purchase data plans.
Click here to see how to.

Just connect to your Ubigi Selfcare to see your balance.
For Windows 10 devices, your balance will also be displayed directly in the network bar.

BUYING DATA PLANS

Just connect to the Ubigi Selfcare, or use the Ubigi app, and go to “Top up”.

A recurring Data Plan is an internet pack with a data envelope that is renewed automatically at specific intervals, for example ‘200MB per day for 10 days’, or ‘1GB per month for 3 months’.
The recurring Data Plan is paid in one go at the date of the initial purchase for the total duration.
You can buy a recurring Data Plan with your available credit balance, or by credit card.
This offer is only available for recharging. Simply log into Ubigiaccount. There, you will find the catalog of Ubigi offers, including recurring Data Plans.” target=”_blank” rel=”noopener”>your account. There, you will find the catalog of Ubigi offers, including recurring Data Plans.

To make sure that the payment process is entirely secure, once you have entered your card number, expiration date and cryptogram, you will be redirected to your bank’s page.
Your bank will ask for information that only you know (e.g.: password, PIN code, etc…), depending on your bank. Once you have answered the relevant questions, you will be immediately redirected to the website.
This ensures that nobody but you can use your card to make a payment on our website.

If you are using the Mobile Plans App’s Store, you will only be able to see the plans available at your current location.
If you log into your MyUbigi Account, you will be able to see all our worldwide plans, and purchase them whenever you need.

No, using the Ubigi apps or the Windows 10 Mobile Plans App to purchase data plans can be done even when you do not have any data left in your plan.

After a purchase, you will receive a payment ticket from.

Click here to contact our customer service and request your invoice.

Prices vary depending on the location.
Click here to see all our plans.

We sell plans in US Dollars, Euro and British Pounds, and accept various credit cards as well as Paypal.
The currency is set according to the country of residence you declared while creating your Ubigi account.

Unfortunately, data plans cannot be refunded.

CONNECTIVITY ISSUES

If the balance of your data plan is not showing in the network menu, it might be because:
– You are in a location or country not covered by the data plan
– Your allowance has expired or been used up
– You are in an area with weak signal. Displaying the balance requires connectivity.

Sometimes Windows 10 will only display “no services are available right now”. Just connect to your Ubigiaccount using a browser, and you’ll be able to see your balance

If this is your first connection, it might take a few minutes for the SIM to connect.
Make sure that your location is covered by our services here.
Move your device beside a window or an open area in order to receive a better signal.
If nothing happens try the following troubleshooting:

    • Switching the device to “Airplane Mode”, then activating “Cellular” again

  • Restarting your device

You need to be connected to the Cellular Network to see the link.
If this is your first connection, it may take a few minutes for the SIM to be identified.
If the link still does not appear, you can access the Ubigi Selfcare from your browser, at the following address: ubigi.me

The APN (Access Point Name) is normally filled in automatically by Windows, but in some cases you might have to enter it manually.

To do so, go to Settings, > Networks & Internet, and select Mobile (or Cellular in some Windows versions).

Click on “Advanced Options”,

then select “Add an APN”

In the APN field, just type “mbb”
mbb
In the APN type drop down list, select “Internet and Attach APN”

Click on Save

Switch to Airplane mode for a few seconds in the network bar, then activate cellular again:

Try to deactivate and reactivate Cellular, and also restarting the device.
If this didn’t help, please contact our Customer Service.

An ICCID is the reference used to identity your SIM.
To find your SIM card’s ICCID, go to “Settings”,

Then “Networks & Internet”:

Select “Cellular” in the left menu, then


click on “advanced options”:

The ICCID will appear at the bottom (SIM ICCID):

For iPhone XS and iPhone XS Max, go to Settings > General, and scroll all the way down to the “ICCID” field. (Only active SIMs’ ICCID are displayed).

eSIM

If you cannot flash the QR code, iOS offers the possibility to enter the code manually.

You have received an email from us containing an activation code, in the following format:

LPA:1$trl.prod.ondemandconnectivity.com$GL4T09DZE6LXXXXX

To use this code in iOS, when the iPhone asks your to “Scan QR code”, click on the link “Enter Activation Code” at the bottom of the screen.

You will have to split the code in 2 fields, “SM-DP+ address” and “Activation Code”:

  • The SM-DP+ Address (in blue in the example) is the same for all profiles: LPA:1$trl.prod.ondemandconnectivity.com
  • The activation code is the last part of the link, after the last “$”. In the example above, it is the part in pink:

Here’s an example:

Little recommandation: iOS will not let you go back and forth between the mail and the eSIM settings, so we advise you to copy the activation code, and to type the SM-DP+ address manually 🙂

If your device is equipped with more than one SIM or eSIM, you must select the SIM containing Cellular Data’s profile to be able to connect.
All our ICCIDs start with the following numbers: 8988247

In Windows 10:
To proceed, go to “Settings” then “Networks & Internet”, and select “Cellular” in the left menu.
In the drop down list, select the right SIM. For Microsoft Surface Pro 5 LTE users, the eSIM with Cellular Data is SIM 2.

For iPhone XS and iPhone XS Max, click here for all details on how to use the eSIM.