FAQ
What happens after the contract period?
T-Mobile will inform you before the expiration of the contract period. At this time, we will offer a new tariff plan based on the then applicable terms and tariffs. The new period will start after the previous period of use expires.
Note: contract extension is not supported on IoT Easy Connect Start.
You can reactivate your SIM cards within 12 months after the expiration date. After this grace period, if no new tariff has been ordered, the contract will be terminated and the SIM card becomes unusable.
Can I allow multiple users to manage my SIM Cards?
Yes, it is possible to create several user accounts in the IoT Easy Connect Portal and assign them different roles or permissions. The tab ’User‘ in the portal allows the original owner of the customer account to create and manage new users. The following roles are available in the portal:
• Owner: This is the original user of the account and cannot be changed. This role can take full advantage of all functions and manage administrators and users. The role ’Owner‘ can be assigned to a newly added user.
• Admin: The ’Admin‘ role has all rights (including API access) and can manage the account as well as create and delete users.
• User: The ’User‘ role can see all the details in the portal and manage SIM cards, but cannot initiate new orders or top-up the cards.
• API User: The ’API user‘ role is designed to use the REST API on the API web page interface or applications directly over HTTPs, and defines the API client credentials for application access. Usage requires the specification of individual OAuth2 client id and client credentials.
To create new users, the following information is required: First and last name, e-mail address (used as login) and desired role. API users have the customer account number as prefix in the specified client_credential.
After creating a new user, an e-mail will be sent to the new e-mail address to set a new password for the portal. For API users, the exception is that client credential must be specified when setting up a new user.
I have lost one of my SIM cards. What shall I do?
I forgot my password. What shall I do?
I requested a new password but I didn´t receive a new login link, what shall I do?
The ’Reset password‘ link in the e-mail does not work. What shall I do?
I suspect unauthorized access to my account on the portal. How can I block my account?
You can change your password at any time. However, if this is not sufficient, please contact the IoT Easy Connect support desk.
My VAT-ID was declared as invalid. What shall I do?
I have not received a confirmation e-mail. What shall I do?
My SIM card has been blocked, how can I solve this?
Is it possible to use online payments to top-up my data & SMS credit?
For top-ups T-Mobile offers the following online payment options:
• iDeal payment (direct debit)
• Credit card payment
Is there a minimum order quantity?
I don´t have a VAT ID, what shall I do?
What can I do if my order has not been delivered?
Why do I have to pay in advance for an order?
Why is my order shown as ’delivered‘ in the portal, but has not been delivered to me?
Which options do I have regarding the receipt of the delivery?
Which shall I do if goods are damaged upon arrival?
Can I change my order afterwards to order more SIM cards?
Will transport related data (overhead data) and uplink and downlink data also be charged?
Yes, the consumed data volume is measured and deducted with an accuracy of 1 kByte. Both overhead data resulting from the use of the respective protocols, such as UDP or TCP, and the actual payload data are included in the usage calculations. All transport data between the device, modem and applications are counted. This includes both uplink and downlink data packages.
How will my invoice be affected if no VAT number is given?
The VAT number is necessary for the exchange of goods and services within the EU. For the time being, the products will only be sold to customers with their office registered in The Netherlands with a delivery address in The Netherlands. For Dutch customers there will be no consequences if the VAT number is missing. Because T-Mobile is located in The Netherlands all invoices include Dutch VAT.
Why does my invoice contain incorrect information?
I want a copy of my invoice, where can I get it?
I received an invoice via e-mail, but I cannot open it. What shall I do?
I didn't receive my order confirmation or invoice after placing my order, what shall I do?
How is my data volume measured / billed ?
Which SIM card formats (form factors) does T-Mobile offer for IoT Easy Connect products?
Does the IoT Easy Connect SIM also support voice?
Is it possible to top-up additional data and or SMS credit on my SIM card?
Important: top-up is not supported with IoT Easy Connect Start.
What happens if I have used up my data or SMS credit?
Note: topping up is not supported with IoT Easy Connect Start
What happens to SIM cards that are not transmitting or are inactive for a long time?
Which tariff options does IoT Easy Connect offer?
Do IoT Easy Connect SIM cards use steered roaming?
Do IoT Easy Connect SIM cards support seamless cross-border connectivity?
Can I also purchase IoT Easy Connect SIM cards as a private person?
Can students or developers purchase IoT Easy Connect SIM cards?
Is it possible to order SIM cards only for testing purposes?
Can I limit the IoT Easy Connect SIM cards to use only a certain network?
Where can I select the SIM card format (2FF, 3FF, 4FF)?
I cannot find my SIM card in the IoT Easy Connect portal, what shall I do?
Is it possible to set individual SIM cards to ’inactive’?
Where can I find the SIM card specifications for IoT Easy Connect?
What is the maximum uplink and downlink data rates?
What is meant by the option ’Lock IMEI at first connection‘ in the order process?
Does the IoT Easy Connect SIM card also support SMS?
What are the benefits of LTE-M?
Does LTE-M support cell handovers?
Is the data/SMS credit immediately available after buying a top-up?
How can I send more SMS messages than the quantity included in the price?
How long will my data and SMS credits remain valid?
Will I keep my remaining data and SMS credits from the previous contract period?
How long will my SIM card remain valid?
Does IoT Easy Connect support IPsec?
Can I monitor the performance of my SIM cards?
Does T-Mobile offer an API for managing and diagnosing SIM cards?
How do I setup the OpenVPN client?
The OpenVPN client needs to be operated on the computer/server that will receive data from your IoT devices. For instructions please download the OpenVPN Guide from the IoT Easy Connecy portal. It can be found under the topic 'FAQ & Information'.
How can I configure the Data Streamer feature in the IoT Easy Connect Portal?
For instructions please download the Data Streamer Guide from the IoT Easy Connecy portal. It can be found under the topic 'FAQ & Information'.
How do I setup my NB-IoT connection?
How do I install a VPN to setup a secure connection to my application server?
On the IoT Easy Connect Portal and webshop please go to the subject 'FAQ & Information'. There we have an instruction manual available for download (OpenVPN Guide).
Can I switch from OpenVPN to IPsec?
What shall I do if I get the error message ‘“auth failed’” while setting up OpenVPN?
Where do I find information about the API?
Why is there no continuous connection with NB-IoT?
Where can I find the APN address?
The APN address for IoT Easy Connect is: iot.t-mobile.nl
The APN and other network information is available in the IoT Easy Connect portal: after logging in navigate to Settings > Network settings to find the details.
How can I use OpenVPN on a different operating system?
What can I do if the data connection is very slow or the connection is sometimes even interrupted?
How can I use an additional VPN token in an account?
Which data protocols are used to transport the data?
Can IoT Easy Connect SIM cards be limited to data transmission via a single network?
What can I do if SMS messages are not sent or received despite having a connection?
Is it possible to send SMS messages to other devices?
Which security standards does T-Mobile support?
Is there an overview available of certified IoT-devices supported on T-Mobile’s networks?
In which countries does T-Mobile offer roaming with IoT Easy Connect?
Which wireless standards does IoT Easy Connect support?
- The IoT Easy Connect SIM card supports GPRS over 2G, 3G, 4G (LTE) and LTE Cat-M1 (LTE-M). Important: this SIM card is NOT optimized for battery operated IoT devices.
- The IoT Easy Connect Low Power SIM card supports LTE Cat-NB1 (NB-IoT) and LTE Cat-M1 (LTE-M). This SIM card is optimized for battery operated IoT devices.
- The IoT Easy Connect Start SIM card ONLY supports LTE Cat-NB1 (NB-IoT). This SIM card is optimized for battery operated IoT devices.
Which features are supported by the IoT Easy Connect portal?
The portal includes:
• Monitoring and control of the ordered SIM cards in terms of consumption, usage period, remote control of the SIM card status (e.g. blocking/unblocking and setting of IMEI locks)
• Management of customer data such as delivery address, billing address or means of payment
• Creation of user profiles, each with specially assigned rights and access data
• Purchase of additional SIM cards and subsequent purchase of top-ups to increase data and SMS credits.
Will IoT Easy Connect offer roaming outside of Europe?
How can I contact T-Mobile for world-wide IoT coverage?
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