Replacing the SIM
Power down, note the SIM orientation, swap it without forcing the tray and power up. Contact Engineer Support before changing any account assignment.
Before you start
- Write down the old SIM's ICCID (printed on the SIM) and the device model. Take a photo of the device's status page if it has one.
- Confirm that the new SIM has been assigned to this device or customer. Do not swap SIMs between customers or devices without checking.
- Note the SIM size your device takes: mini, micro or nano.
Swap it safely
- Power the device down completely. On units with a backup battery, disconnect that too.
- Note the orientation of the old SIM before removing it, and keep the old SIM safe.
- Fit the new SIM the same way round and seat it fully. Do not force the tray, and do not use tape or an adapter that is too thick.
- Power up and give the device a few minutes to register on a network.
- Test it the way the customer uses it: ring the gate opener, send a test alarm signal or check the router's mobile status.
- Record the new ICCID and the test result on the service record.
Things that catch people out
- The number changes. For a dial-to-open unit, callers dial the SIM's number. A new SIM has a new number unless the service uses a separate local number that stays the same. See local dial-to-open number.
- SIM PIN. If the new SIM asks for a PIN and the device cannot enter one, it will not register.
- APN. Devices that need the APN set by hand may need it entered again. See APN setup.
- Not connecting afterwards. Work through SIM not connecting before you swap it again.
What not to do
Do not change an account assignment or reset the device to fix a SIM problem. Change one thing at a time, note the result, and contact Engineer Support if the SIM will not register.
Frequently asked questions
Will the gate number change if I replace the SIM?
Callers dial the SIM's number, so a new SIM has a new number unless your service uses a separate local number that stays the same. See the local dial-to-open number guide.
Do I need to reprogram the unit after a SIM swap?
Usually not for the SIM itself, but check the SIM PIN setting, the APN if your device needs one, and any setting that depends on the number.
Can I move a SIM between customers or devices?
Not without checking. A SIM may be assigned to a customer record or a specific device. Contact Engineer Support before changing any account assignment.
Still stuck? Engineer Support can continue from this guide without sending you to a generic page.