Frequently Asked Questions
- How do I activate and pay for a data plan on a SIM I have received?
- Order Status Descriptions
- Can I return a product I purchased and received?
- What can I do when a product is out of stock?
- How much shipping costs do you charge?
- Can I place an order by telephone or fax?
- SIM Card Activation
- I want to return a product from my last order.
- I can't login to My Account.
- My address has changed.
- Device APN Settings
- Device Hardware OEM Guides
How Do I Activate And Pay For A Data Plan On A SIM I Have Received?
If you have ordered and received SIM cards, navigate to the KORE Connectivity Management Platform (CMP) to login and manage your SIMs. In the CMP, you will be able to see the SIM cards currently in your KORE account, select a data plan, activate, deactivate, suspend or change plans on your SIMs.
Order Status Definitions
Order Status Descriptions
The following order information may appear on your order history screen.Order – Once you submit an order, this field will show the Order Number and Date that the order was submitted by the user.
Payment – If you have submitted an order, this field will show Paid as payments for all KORE eCommerce transactions are completed at the time the order is submitted by the user. If an order can be cancelled, the payment status changes to either Refunded or Voided.
Can I Return A Product I Purchased And Received?
Generally, KORE is not able to accept returns on purchased hardware items. In some circumstances we can process and RMA with you for a defective items with the manufacture. If you have a legitimate return inquiry, please submit a support ticket request and a sales staff member will assist you.
What Can I Do When A Product Is Out Of Stock?Generally, if items are listed on KORE's eCommerce store, they are in-stock items. If an item is designated as out of stock, customers will not be able to place an order for that item.
In the event an ordered item is out of stock and KORE cannot ship within our standard shipping time frames, we will contact to you to process a back order or cancel your order if desired.
How Much Shipping Costs Do You Charge?KORE charges a flat rate shipping for Ground or Air shipping via FedEx.
Can I Place An Order By Telephone Or Fax?KORE does not accept orders for ecommerce via phone or fax. If you would like to discuss a KORE product or service with a member of our sales team, submit a support request and a sales staff member will contact you.
SIM Card Activation
In order to activate a SIM card, you should first purchase and receive SIM cards. Once you have the SIMs in hand, log into the KORE Connectivity Management Platform (CMP) where you will see your available SIMs, and you can select a plan and activate. Your SIM Activation will be processed and your card will be charged on the next billing cycle.
Note: Depending on what day you activate, you will be charged a prorated plan fee, and provided a prorated amount of data for the remainder of the first billing cycle. KORE billing cycles are from the 24th of the month to the 23rd of the next month. You will be automatically charged the full data plan fee on the 24th of the month UNTIL YOU SUSPEND OR DEACTIVATE THE SIM in the KORE CMP. If you exceed your data plan threshold your account will accrue overage. Overage charges may apply to your account billing at the end of the billing cycle when you have exceeded your data plan threshold..
I Want To Return A Product From My Last Order.Generally, KORE is not able to accept returns on purchased hardware items. In some circumstances we can process and RMA with you for a defective items with the manufacture. If you have a legitimate return inquiry, please submit a support ticket request and a sales staff member will assist you.
I Can't Login To My Account.If you have previously, successfully registered with KORE eCommerce, you can reset your password using the Forgot your password? link on the Sign In page.
Your user ID is your validated email address used during registration. KORE Support cannot retrieve or communicate your password in any way as all passwords are encrypted and secure.
My Address Has Changed.In order to change your main business/invoice address with KORE, you will need to contact KORE by submitting a support ticket with your new business address.
You can add additional shipping addresses in your Profile Settings, or during checkout.
Device APN SettingsIf your device requires the setting of the SIM/Carrier APN within the device, the APNs for KORE eCommerce SIM cards are as follows:
KUSG_ATT APN: eComm USG GPRS Static IP IOT = iot.kore.com
KTUSA_TMO APN: KTUSA IOT DATA APN = c1.korem2m.com