Unable to assign new SIMs

  • 1
  • Problem
  • Updated 4 weeks ago
We are trying to assign SIMs that we purchased several months ago. The SIMs are not being activated into the SIM inventory

  1. Select "Assign new SIMs" from Quicklinks
  2. Enter the 6 digit code from the set of 5 SIMs.
  3. Press tab and enter for "Assign" -- Note clicking the mouse of the Assign button does not work
  4. There is a long delay and the "Assign new SIMs" screen is refreshed with no code and no messages
  5. Check SIM inventory -- no new devices

We would like to active these devices. What step are we missing in this process.

Thanks

Photo of Duane Murphy

Duane Murphy

  • 1 Post
  • 0 Reply Likes
  • frustrated

Posted 1 month ago

  • 1
Photo of Brian Norman

Brian Norman

  • 1 Post
  • 0 Reply Likes
I am having the exact same issue right now.  Opened a ticket to see if they could get added.
Photo of Matthew Gilmartin

Matthew Gilmartin, Official Rep

  • 19 Posts
  • 0 Reply Likes
Hello Duane and Brian,

I'm checking now to see if there's a problem with the SIM assignment process in our portal.  I'll let you know what is going on when I can figure the issue out.

Thanks,
Matt Gilmartin
Photo of Stephen Hellriegel

Stephen Hellriegel

  • 1 Post
  • 0 Reply Likes
We received 2 new SIMs today, and have the same problem as Duane reported. Cannot bind the activation code to the portal account.  Our account is long established and the SIMS arrived today, were ordered less than a week ago.

Photo of Surbhit Saxena

Surbhit Saxena, Official Rep

  • 45 Posts
  • 1 Reply Like
Hi Steve,

We are looking into this issue and will update you via ticket reference #68030.

Thanks,
Surbhit Saxena
(Edited)
Photo of Abraham Fuentes

Abraham Fuentes, Official Rep

  • 79 Posts
  • 0 Reply Likes
Hello Duane, Brian, Stephen & All others, 

Thank you for considering Aeris for your IOT needs, we are sorry that you had a problem with using our devices. The SIM assignment problem has now been resolved. 

Please log into your account via Neo Dashboard ( https://ssaerport.aeris.com/) , and proceed to complete the SIM assignment process then provision devices at your discretion.
For additional information on getting started please visit our online documentation at url:  https://neo.aeris.com/support/ .

Best Regards,
Abraham Fuentes
Neo Support

Photo of Lee Crocker

Lee Crocker

  • 1 Post
  • 0 Reply Likes
Gives me "Unidentified package number".
Photo of Abraham Fuentes

Abraham Fuentes, Official Rep

  • 79 Posts
  • 0 Reply Likes
Hello Lee ,
Typically you may receive the "Unidentified package number" if the 6 digit code has already been used and accepted. Please log into your dashboard and check the "SIM inventory" subtab for the devices.




For additional information on getting started please visit our online documentation at url:  https://neo.aeris.com/support/ .

Best Regards,
Abraham Fuentes
Neo Support