Answers for your SIM card, device, data plan, and account.

To activate your SIM card, please follow these steps:
1. Create an account at m.spectrumsim.com or from the puffin smart mobile apps.
2. Verify your email address via the link sent to you.
3. Log in to your account and click the Activation button.
4. Enter the ICCID number (the 19 or 20-digit number printed on the SIM card).
5. Choose a data plan and complete the payment. Crucial Step: Once activated, you must update your device's APN settings to establish a data connection. Refer to the 'Setup APN' section on our website for instructions.

The correct APN depends on your specific SIM card: If the ICCID starts with 8943010 or 893204, the APN is puffin. If the SIM card starts with 8946080, then the APN is data641003. For help finding where to enter this on your device, please see our guides here: https://spectrumsim.com/instructions.html

Our SIM cards are shipped already unlocked. You do not need to enter, change, or disable a PIN code. If your device asks for one, you should be able to skip that step or leave it blank.

Please email [email protected] with the ICCID numbers of both your old and new SIM cards. Our team will manually transfer your remaining unused data to the new card.

Many newer Reolink models are pre-configured to work with our SIMs automatically. If yours does not connect:
1. Activate the SIM and ensure it has data.
2. In the Reolink app/network settings, ensure the APN is set to puffin.
3. For detailed instructions, see: https://spectrumsim.com/reolink_setup.html

GPS trackers often require configuration via SMS to set the APN. Since this is a data-only SIM without a phone number, you can Insert a different SIM that has SMS capability into the tracker, text the APN setup command (e.g., setup APN to 'puffin'), then swap our SIM card back in. Alternatively, you can look at our pre-configured GPS trackers here. https://spectrumsim.com/gpstrackers.html These trackers work out of box immediately.

This means the SIM card has already been registered in our system. Log in to your account and check the "My SIMs" page. If it is listed, it is activated. To add service, go to the "Add Data" menu. If you do not see the SIM card under My SIMs page, contact us with the SIM card number, we will help you solve the problem.

Our technical support is exclusively provided via email. Please send a description of your issue, along with your device model and SIM ICCID, to [email protected]. We typically respond within a few hours. Alternatively, you can chat with our virtual agent at https://m.spectrumsim.com/html/chat.html

If your SIM card is terminated or broken, we can ship a replacement for free. If you need a new SIM card, it is between $4-$6 depending on the type of the SIM card.

If you are using a Reolink camera, follow the Reolink setup guide at https://spectrumsim.com/reolink_setup.html. That guide also applies to many solar 4G security cameras. Complete activation first by logging in to m.spectrumsim.com from a computer or mobile browser.

Puffin is the APN (Access Point Name) required for your SIM card to connect to the cellular network. Detailed instructions for various brands are available at https://spectrumsim.com/instructions.html.

A 'Suspended' status usually means your data has been fully used or the service period has expired. You can reactivate the SIM instantly by logging into m.spectrumsim.com or from Puffin Smart apps, and refilling your data on the 'Add Data' page.

The most reliable way to check is to insert a SIM card from another carrier and see whether the device can connect to the network. You can also check the device settings. If the device shows a message such as “Network locked,” “SIM locked,” or “Carrier locked,” it usually means the device is locked to a specific carrier. Another possible sign is that you cannot edit or change the APN settings. However, this is not always a confirmed sign of a locked device, because some carriers restrict APN settings even on unlocked devices. If your device comes with a pre-installed SIM card, it may be carrier-configured or locked, but this is not guaranteed. If the device is locked, please contact the original carrier or device provider to request an unlock before using a SIM card from another network.

The main difference is the number of networks supported. A Double Play SIM supports the AT&T and T-Mobile networks. A Triple Play SIM supports AT&T, T-Mobile, and Verizon networks. You can identify your SIM type by checking the first few digits of the ICCID/SIM card number: If the SIM number starts with 89320, it is a Double Play SIM. If the SIM number starts with 8943010, it is a Triple Play SIM. You can usually find the ICCID printed on the SIM card or in the app under My SIMs.

Yes. Spectrum SIM is a legitimate company based in Louisville, Kentucky, and we have been in business since
2017. To keep our plans affordable, we currently provide support mainly through online channels instead of phone support. This helps us reduce operating costs while still assisting customers with activation, payment, SIM, hotspot, and service issues. If you have a serious or urgent problem, please contact us through our support email or virtual assistant with your account details, order number, ICCID/SIM number, and a short description of the issue. Our team will review the case and help you as soon as possible.

We frequently add new products. Please take a look at the currently available products here https://spectrumsim.com/simcards.html

Yes, VPN and remote access may work with this SIM, depending on your device, network settings, and the service you are trying to use. However, features such as public/static IP, port forwarding, and inbound ping may require special network configuration and may not be available on all plans or devices. If you need public IP, port forwarding, or remote access for a specific use case, please contact us before purchasing or activating so we can confirm whether your setup is supported.

Yes, you can move the SIM between unlocked devices. Just power off both devices, move the SIM, and power on the new device. The APN setting (puffin) may need to be entered on the new device.

You can check your data usage online at m.spectrumsim.com or from the mobile app. Once login, go to My SIMs page and you will see the data left and data usage.

No. These are IoT (Internet of Things) data-only SIM cards. They provide cellular data connectivity but do not include a phone number for traditional voice calls or SMS texts. You can still use data-based apps like WhatsApp or FaceTime to make calls.

You can view your real-time data usage, remaining balance, and expiration date by logging into your account at m.spectrumsim.com or in the Puffin Smart Apps, and navigating to the "My SIMs" page. Note regarding delay: Data usage reporting may have a delay of up to 24 hours for certain SIM types.

On the "My SIMs" portal, data usage is reported in Megabytes (MB), not Gigabytes (GB). For example, if it shows 150, that means you have used 150 MB.

To stop auto-renewal:
1. Log in to m.spectrumsim.com or to Puffin Smart mobile apps.
2. Go to "My SIMs".
3. Click on the ICCID of the SIM you wish to change.
4. Follow the prompts to turn off auto-renewal or cancel the subscription. You should receive a confirmation email once completed. If you cannot do this via the portal, email us at [email protected].

Log in to your account at m.spectrumsim.com or Puffin Smart mobile apps, and navigate to the "Add Data" page. Select the plan you want to add. If you make a purchase before your current plan expires, unused data will roll over to the next period.

Your SIM card will be suspended immediately once the data limit is reached to prevent overage charges. You will receive an alert email. To reactivate the SIM, you must manually log in to m.spectrumsim.com or Puffin Smart mobile apps, and purchase more data via the "Add Data" page.

Our system automatically renews your service based on the option selected during sign-up. Please check your original order confirmation email to verify if auto-renewal was selected. You can disable auto-renewal at any time via the "My SIMs" page at m.spectrumsim.com or from Puffin Smart mobile apps to prevent future charges.

For security or trail cameras, we recommend approximately 12 GB for 6 months. Or, 24 GB for 12 months. We suggest starting with a smaller monthly plan (e.g., 1 GB or 2 GB) to determine your actual usage before committing to a longer-term plan.

The Zero LTE Plan is just a placeholder. It does not include any data and bear any cost.

If your current SIM card starts with 8943010 or 8946080, you are eligible for a free upgrade to our high-performance 2026 series cards. These new cards offer better signals (connecting to both AT&T and T-Mobile) and access to cheaper plans like 2GB for $10 or 10GB for $35. Please email your mailing address to [email protected] to claim yours.

The most effective way to reduce usage is to lower the resolution of your streaming. For security cameras, change the settings from 'High' or '4K' to 'Fluent' or 'Low Resolution'. This significantly extends your data plan.

Our standard plans start at $10 for 2 GB. For a full list of current 2026 pricing, please visit spectrumsim.com

We frequently add new SIM cards. Please check the most recent list of SIM cards we offer here https://spectrumsim.com/simcards.html

First, please check if your SIM card has terminated. If it is, you cannot use that SIM card anymore. Send us an email and we will ship you a free replacement. Second, if the SIM card is not terminated and you cannot renew, try to refresh the browser to hardload the webpage if you use the web site. If you still have problems, please send us an email with the screenshot to show the problem, we will take care of that.

Yes. After activation, you can choose a different data plan when you add more data. To change your plan, go to the Add Data page and select the new plan you want to purchase. You can choose a higher or lower data plan depending on your needs. The new plan will be applied when you complete the add-data purchase.

Log in at m.spectrumsim.com or from Puffin Smart mobile app, go to My SIMs, select your SIM, and choose a plan under Add Data. Once you complete the payment, service resumes immediately. If your SIM shows as "suspended" or "terminated" and can't be reactivated, it may need a replacement, email us with the ICCID and we'll check.

Yes. Unused data can roll over as long as your service remains active. If you renew your plan, add data, or keep auto-renew enabled before your service expires, your remaining unused data will stay on your account. However, if your service expires, any unused data will expire as well and cannot be carried over.

Puffin SIM is a non-contract, pay-as-you-go service. You can activate your SIM whenever you need service and add data as needed. There is no long-term contract, so you do not need to formally pause or deactivate the SIM when you are not using it. However, please keep in mind that if your active service period expires, any unused data may also expire. You can reactivate the SIM later by adding a new plan or data package.

Reset SIM refreshes your SIM's connection to the network. Use it if your device suddenly loses connection, shows no signal, or data stops working. It's safe — go to m.spectrumsim.com > My SIMs and click Reset SIM. Your SIM may lose connection for a few minutes while it re-registers.

Receipts are automatically emailed to the address on your account after every purchase. Check your inbox (and spam folder) for emails from [email protected] with subject lines like "payment confirmation." If you need a specific receipt re-sent, email us and we'll pull it up.

We offer flexible plans for different applications. You can go to compare different plans for different types of SIM cards here https://spectrumsim.com/simcards.html

Yes, you can. If your SIM card starts with 89320 you can pause the service without a charge for as long as you want. However, for other types of SIM cards, we terminate the SIM card if it has no service for over one or two weeks. If you want to use the SIM card in the future, consider a low-cost annual plan.

The 12G/12mo is an annual plan with a total of 12 GB of data, about 1GB per month. It is renewed every 12 months.

You can see the monthly data usage on the My SIMs page.

No. Each SIM card has its own plan. You cannot share one data plan across multiple SIM cards. However, for business accounts (usually have 5+ SIM cards), you can share a data pool across multiple SIM cards.

To update your card, log in and go to the "Add Data" page. Purchase a data plan, and during checkout, select "Use New Card". Once the payment is approved, this new card will replace the old one on file.

If the payment page froze during activation or refill, do not attempt to pay again immediately. If you have been charged twice, please email us at [email protected] with the credit card holder's name. We will investigate and process a refund for the duplicate charge.

These codes usually indicate a payment failure. Please double-check your card number, expiration date, and security code. Ensure the card has sufficient funds or contact your bank. Alternatively, try a different credit card.

If the payment section does not appear during activation or checkout, please try refreshing your browser first. If it still does not show, try the following steps: Use a different browser or open the page in incognito/private mode. Clear your browser cache and try again. Make sure pop-ups or payment windows are not being blocked. Try completing the activation or checkout through the Puffin Smart mobile app. If the issue continues, please contact support so we can help you complete the payment process.

Returns and refunds follow our 30-day guarantee. Email us with your order details and reason for return. Our return address is: Spectrum SIM INC., 1025 Springside Way, Louisville, KY
40223. We don't provide prepaid return labels. You'll need to ship the item back. Once received, refunds take 3-5 business days.

If the payment is for the $10 trial plan, we fully refund your payment if you have not used the data. For other types of payment, we are able to apply for a partial refund on your behalf. The reason for the partial refund is due to the fact that a portion of your payment is retained by the credit card company. Additionally, when we activate your SIM card, our service providers charges us a fee for the activation. The credit card company and our service providers do not refund these fees even if we cancel your service. After these fees from these third parties, we can get approximately 85-90% of your remaining balance. For example, if you purchase 30 days of service but keep the line active for 15 days, you would have 50% of the remaining balance. This amount is prorated, even if no data was used during that time. However, if any data was used, the cost of that usage would be deducted from your remaining balance. It takes a day or two to get the refund approved.

We accept Visa, Master, American Express and Discovery credit cards.

During the checkout process, you can see the last 4 digits of the saved credit card. If you want to use a different card, you can choose the "Use a New Credit Card" option during the checkout process. If you want to remove the saved credit card, you can send a request at [email protected]

Please send us an email at [email protected] if you want to pay with PayPal.

For business account we accept ACH or bank transfer.

The MT80 is a portable hotspot designed for convenient internet access on the go. It features a 3000 mAh battery and allows multiple devices to connect simultaneously. For your security and ease of use, the device includes a built-in APN and comes with a pre-configured SIM card. It is already set up to work seamlessly out of the box, so no additional configuration is required. We strongly recommend not changing the device settings, as this may affect its performance or make it unusable. You can find step-by-step instructions on how to use the device here: https://m.spectrumsim.com/php/setup_MT80.html

You must ensure the device is carrier-unlocked. Most T9 hotspots sold on Amazon and eBay are locked. If it is locked to T-Mobile, it will not work. If unlocked:
1. Connect to the hotspot via WiFi.
2. Access the device's web admin page (usually 192.168.0.1).
3. Change the APN setting to puffin.
4. Enable Data Roaming.

For Olax hotspots purchased directly from Spectrum SIM: Default WiFi Name (SSID): spectrum_wifi Default WiFi Password: s31415926

NB-IoT requires carrier-certified devices and specific SIM cards. Standard mobile SIMs do not support NB-IoT. Please check with your device manufacturer regarding carrier certification (AT&T, T-Mobile, or Verizon) before contacting us for specialized specialized SIM options.

You can usually find the IMEI:
1. Printed on a label on the back or bottom of the device.
2. Inside the battery compartment or near the SIM slot.
3. Within the 'Status' or 'About' menu in the device settings.
4. Printed on the device packaging.

First, ensure your SIM is activated at m.spectrumsim.com or at Puffin Smart mobile apps. If you are using our Olax or Spectrum Smart brands, they are pre-configured to work with the pre-installed SIM cards. We do not recommend other types of SIM cards for our hotspot devices. try power it off and then power it on. For the first time to use, it can take up to 20 minutes to connect to the network. For other brands (like Netgear or Franklin), check our incompatible list at https://m.spectrumsim.com/html/incompatible.html. If your device is not on that list, email a picture of your device to [email protected] for a compatibility check.

The Olax dongle is powered via a standard USB port, which provides 5 volts (V) DC. You can use the dongle on almost any USB port (your computer USB port, wall USB port, car USB port)

Yes, our SIM cards work in unlocked 4G/5G GPS trackers. Note that many low-cost trackers advertised as 4G are actually 2G/3G, which are no longer supported in the US. For setup help, visit https://spectrumsim.com/gps_setup.html.

Currently users cannot change the hotspot wifi name and password. We will make sure to pass your message to our design team to let them know the issue.

For most routers and modems, you'll need to set the APN to "puffin" and enable data roaming. Insert the SIM, log into the router's admin panel (usually 192.168.1.1 or 192.168.0.1, or the IP address shown on your device's user manual), find the APN settings under Mobile/WAN/Cellular/or Advanced Setting, and enter "puffin" as the APN. Save and reboot the router. First-time connection can take 10-20 minutes. Reply with your router model if you need specific steps.

The ICCID is the SIM card number. It is usually a 19- or 20-digit number printed directly on the SIM card and often starts with
89. Please note that the ICCID is different from the IMEI. The IMEI identifies the device, such as an MT80, hotspot, or dongle, while the ICCID identifies the SIM card inside the device. For hotspots, MT80 devices, or dongles, you can usually find the ICCID in the app by going to My SIMs and selecting the Diagnosis button. You may also see the device’s IMEI there.

At this time, users cannot change the Wi-Fi network name or Wi-Fi password directly on the hotspot. If you need to change the Wi-Fi name or password, please contact us first. In some cases, you may need to mail the device to us so our team can update the settings for you. We understand this would be a useful feature, and we will share the feedback with our product team for future improvement.

No. Our SIM cards are data-only. They do not support voice calls, SMS text messages, or two-way audio. They are designed for internet-connected devices such as cameras, hotspots, GPS trackers, routers, and other IoT devices. If you need voice calling or SMS texting, this SIM is not the right option for your use case.

The device type is a dropdown selection. You can choose the type of device you use, for example, security camera or hotspot. The device name is the manufacturer's name. For example, Reolink for security cameras.

This is a 3-in-1 SIM card, which means it can be used as a Standard, Micro, or Nano SIM. Before removing the SIM, check your device’s required SIM size. Then look closely at the pre-cut lines on the card and carefully punch out the correct size: Nano SIM: Punch out the smallest center SIM. Micro SIM: Punch out the middle-size SIM. Standard SIM: Use the full-size outer SIM. Please punch out the SIM gently and follow the cut lines carefully. If you are unsure which size your phone uses, check your device manual or SIM tray before removing the SIM.

Please try the following troubleshooting steps:
1. Verify APN: Ensure you have correctly entered the APN setting meant for your specific SIM card (e.g., 'puffin'). Ensure it is saved and set as the active profile.
2. Enable Data Roaming: Because our SIMs are multi-carrier, Data Roaming must be turned ON in your device settings.
3. Restart Device: Power your device off completely and turn it back on. Wait 5-10 minutes for it to register.
4. Check Compatibility: Ensure your device is carrier-unlocked and supports US 4G/5G networks. You can check our incompatible list here: https://m.spectrumsim.com/php/incompatible.html
5. Check Balance: Log in to m.spectrumsim.com to ensure you haven't used up your data or that the plan hasn't expired.

If your SIM card starts with 89320 it uses the AT&T and T-Mobile networks. If it starts with 8943010, then it uses the AT&T, T-Mobile, and Verizon networks. You can check general network coverage maps for these three carriers in your area.

4G speeds typically range between 5–30 Mbps. Speed varies based on network congestion, time of day, your device's capabilities, and signal strength. 5-15 Mbps is considered normal performance for 4G.

If your SIM card starts with 8943010 or 89320, it is a multi-carrier smart SIM, it accesses the networks of AT&T, T-Mobile, and/or Verizon. Technically, the card is always 'roaming' among these three networks to find the strongest signal. This is normal, and it does not result in extra costs.

If your SIM card starts with 8943010 or 89320, then it works in the US, Canada, Mexico and most EU countries. Other types of SIM cards work in the US only. Services are not currently available in Panama or Africa. Please email [email protected] to confirm compatibility before travelling internationally.

While carriers are migrating infrastructure to 5G, 4G LTE is expected to be maintained for legacy devices through 2030 and likely up to 2035 or beyond, though network capacity may reduce over time.

We offer two types of SIM cards. Type 1 works on AT&T, T-Mobile, and Verizon, while Type 2 works on AT&T and T-Mobile. Type 1 SIM card starts with 8943010, and Type 2 SIM card starts with
8932. If your card is Type 1, it will automatically roam to the strongest available signal, including Verizon, provided your device is compatible with their bands.

This can occur with certain international roaming IPs. Please contact us at [email protected] so we can reset your IP address to a US-based one and verify your APN settings.

Yes, our SIMs work on 5G networks where coverage is available. If you're in a 5G area and your device supports 5G bands, you'll get 5G speeds automatically. No special plan or setting needed.

Use MCC 310 and MNC
410. These work for both Double Play and Triple Play SIMs.

Yes.

If your SIM card starts with 8943010, it uses the AT&T, T-Mobile, and Verizon networks. If it starts with 89320, then it uses the AT&T and T-Mobile networks. The SIM cards support bands from the service providers. The exact bands are determined by the device you use.

If you ordered via Amazon, please contact Amazon customer service directly regarding shipping. If you ordered directly from spectrumsim.com, please email us at [email protected] and include your order confirmation email so we can locate your order and assist you.

Please verify that you are using the email address you registered with as your login name (not your phone number). If you have forgotten your password, click the "Forgot Password" link on the login page to receive a reset link via email (check your spam folder for an email from auth0).

If you received a notification to upgrade your card (usually affecting cards starting with 8943010 or 8946080), the new SIM card is completely free. We will also transfer any remaining data to the new card. Please email your mailing address to [email protected] to claim your free replacement.

If you haven't received your email verification:
1) Check your spam folder — the verification comes from auth0.
2) Still not there? Ask our virtual assistant to verify your email at https://m.spectrumsim.com/html/chat.html
3) If neither works, email us at [email protected] and we'll help.

You can create an account at m.spectrumsim.com or from our Puffin Smart mobile apps. If the SIM says it's already registered, it means the SIM was activated before or is tied to another email. Please contact us at [email protected] and our tech support will help you fix the problem.

To change your email address, send us a request from your current email, then create a new account with the new email. Note: payment info won't transfer. To change your password, log in at m.spectrumsim.com, go to account settings, and use the password reset option. If you can't log in, use the forgot password link on the login page.

Login to m.spectrumsim.com or from Puffin Smart mobile app. Go to Activation page to add your new SIM card.

You can manage your account using the Puffin Smart mobile app, available for both Android and iPhone.

To transfer your SIM cards to a new account, please follow these steps: Create a new account using a different email address. From your original email address, send a transfer request to [email protected]. Once we receive your request, we will transfer your SIM cards to the new account. Please note that your payment information will not be transferred. You will need to set up payment information separately in the new account.

Users cannot delete a SIM card directly from their account. To request deletion, please send an email to [email protected] and let us know which SIM card you would like to remove. Our technical support team will delete it for you.

Our SIM cards are unlocked. You do not need to enter the PIN. Just leave it blank.