Platform and Feature Support

How can I get started with my Stacuity SIM?

We have created a Getting Started guide to get you going quickly.

There seem to be many related concepts within the Stacuity platform. How can I understand them?

They are quite simple once you understand the basics - we've provided a simple guide to the main Stacuity Concepts.

What is the minimum I need to do to connect an Endpoint (SIM) to a remote network (such as the Internet).

You need to create a VSlice, Routing Target, Routing Policy and Endpoint Group. You can then activate your SIM, and add the resulting Endpoint into the Endpoint Group.

Are Stacuity SIMs steered or un-steered?

Network steering refers to the control over which national networks are accessible or preferred. Stacuity SIMs are un-steered - allowing the customer control over network access using Operator Policies.

Where can Stacuity SIMs be used?

Subject to any Operator Policy you have configured, see our Coverage list.

How do I enable SIM-to-SIM routing?

If you need Endpoints to be able reach each other, you just need to create a Routing Policy Rule with an action of 'Reflect'.

How can I monitor events and receive alerts?

You can view all events directly in the Stacuity portal, and you can also receive real-time alerts by integrating with third-party applications.

Simply create a webhook Event Handler in the portal and subscribe it to your chosen events via an Event Map. Whenever those events occur, the webhook will receive a JSON payload with all the important details.

How do I get alerts when a bundle is about to expire?

You can receive alerts for bundle usage by configuring the Bundle Usage Warning v1 event.

Tenant / provider setup required – This event must be enabled at the tenant (provider) level. If it is not enabled, customers will not receive any warnings.
Tenant instructions – Tenants can create or edit bundles and enable the event by following the steps here: https://readme.stacuity.com/docs/bundles-add-bundle-elements.
Customer subscription – Once enabled by the tenant, customers can subscribe to the Bundle Usage Warning v1 event via webhook to receive a detailed JSON payload.

To learn how to create an event handler and subscribe to the correct event, visit the events section.

How do operator policies work?

Operator policies include rules such as Inherit, Allow, Reject, or Fallback. These rules determine how connectivity policies are applied and enforced across different levels: 

Default rule (top level) – the starting point for all endpoints.
Country level – each country inherits the Default rule unless you override it. If a country is set to Allow or Reject, that setting takes priority over the Default rule.
Carrier level – carriers sit beneath each country. A carrier with Inherit follows the country-level rule. If you set a carrier to Allow, Reject, or Fallback, that setting overrides both the country and Default levels. 
Fallback behaviour: when Fallback is chosen, the platform will attempt to steer the endpoint away from the specified network up to five times to encourage a connection to an alternative network. If all five attempts fail, the platform will then allow the connection.

Visit here for a detailed operator-policy guide.

How can I apply a policy to an Endpoint?

To apply a policy, you need to create or edit an Endpoint Group. In that group apply the desired policies, and all endpoints in the group will automatically inherit those policies.
To apply a policy to a single Endpoint, place it in a dedicated group and assign the policy there.

How do I generate a usage report?

In the tenant Portal, go to Reports → Usage, choose a time range, and export the data as CSV or JSON.

For further details on usage reports, click here.

How do you support Multi-Tenancy?

All tenants and customers are logically separated. Each tenant receives a unique internal ID, and configuration and traffic are isolated at the database and application layers. For further information, view our full tenant portal documentation.

Does Stacuity have an HTTP OTA Server?

No, Stacuity does not provide an HTTP OTA server. However, we support the required mechanisms and have integrated partners who can provide this. Please speak to your account manager or email [email protected] for further details.

Can I whitelist or blacklist URLs?

No, URL-level filtering is not supported. However, you can create Routing Rules that block or allow traffic based on IP address, port, and protocol, giving you fine-grained control without relying on domain names or URLs.

Learn how to add a Routing Rule and Policy.

Do you provide a PCRF?

No, Stacuity does not operate a full Policy and Charging Rules Function (PCRF). However, certain features—such as rate limiting—can be configured in Routing Policies to control traffic behaviour in a similar way for basic use cases.

Learn how to add a Rate limit in a Routing Policy here.

Do you provide an OCS?

Yes. Stacuity includes a full Online Charging System (OCS) – this is a tenant-level feature. This allows you to define tariffs and bundles at the tenant level and apply them to sub-tenants or individual customers, supporting flexible real-time charging and balance management.

Learn how to define tariffs and bundles here.

Portal Management

How do I delete a user when they leave the company?

To delete a user you must raise a support ticket or contact your account manager to remove user access to the portal.

To revoke any API tokens navigate to the access control section on the left hand menu, select API tokens and delete the appropriate tokens.

Why can’t I access the portal?

If you are unable to log in to the Stacuity Customer Portal, start with these common checks:

Username or password – Verify that you are using the correct credentials and that the password has not expired or been recently reset.
Account status – Ensure your account is active and has not been disabled, suspended, or reached its expiration date.
Two-factor authentication – If you have 2FA enabled, confirm that your authentication method (e.g., app code, SMS, or hardware token) is working and that the code has not timed out.
Network or firewall restrictions – Some corporate or local networks may block access. Try an alternative connection (e.g., mobile hotspot) or check with your IT/security team.

If none of these checks resolve the issue, please contact Stacuity Support and provide:

The time and date of the login attempt,
The browser and version you were using
Any error message displayed.

Pricing and Billing

How will I be charged?

We have adopted a simple and transparent charging model, based fairly on what stacuity is charged by our operator partners. See Billing and Charging.

What is the pricing model and structure?

The following information applies to customers who have contracted for platform access with Stacuity.

If you access the platform through one of our partners, your commercial terms and cost model may differ—please refer to your partner agreement for specifics.

You pay only for active IMSIs (endpoints) per month:

Monthly platform fee – A flat SaaS charge is billed in advance for each endpoint marked Active. If you suspend an endpoint, billing stops until it’s reactivated. The active IMSI fee typically has a, inclusive data allowance and additional usage beyond this will be charged separately (subject to commercial agreement).
Connectivity costs – You contract and pay your chosen mobile/network provider directly for all data, SMS, and network usage.

For complete details visits the billing and charging section here.

Troubleshooting

Why is my SIM not working?

Below provides a list to check-through when troubleshooting.

APN – Ensure the device APN matches the VSlice configuration. The default APN is stacuity.flex, which routes traffic to our network and separates it by VSlice, so it will work if you haven’t set a custom APN. If a custom APN has been set, you can confirm it in the Customer Portal:

Go to Configuration → VSlice and select the SSlice your endpoint is assigned to.
If you’re unsure which vSlice the endpoint uses, open Inventory → Endpoints to check.
In the vSlice view, if Advanced Settings is ticked, the configured APN will be shown.

Data roaming – On the device itself, open the mobile-network settings and ensure Data Roaming is enabled.

Account credit – If you are not using a data bundle, your account credit may be depleted.

In the Customer Portal, the balance appears in the top-right corner.
Click the balance for detailed information or to top up (if your provider has enabled top-up).

Bundle status – Confirm that any active bundle has not expired or been consumed.

In the Customer Portal, open Events → Event Viewer and filter on **Bundle Depleted Event v1 **to see any recent depletion events.

Sponsor-operator coverage – Contact your connectivity provider to confirm that the local operator you are trying to connect through has coverage in the target country or region.

Operator policy – Ensure the assigned operator policy allows sessions in the specific country/operator. To create or update an operator policy, follow the instructions here: [link to operator-policy guide].

Why can’t I send SMS?

Stacuity does not provide routable SMS services for external delivery. We operate an internal SMSC that enables SMS between the platform and an endpoint (and vice versa) for management or application purposes, but messages cannot be sent or received to/from external mobile numbers.

Both Mobile-Originated (MO) and Mobile-Terminated (MT) SMS generate events on the platform. You can subscribe to these events via webhook to receive a detailed JSON payload for monitoring or integration purposes.

Learn how to create an event handler and subscribe to the appropriate SMS events here.

If I’ve blocked a network in operator policies, why does it still attempt to connect?

Choosing Reject on the operator policy does not change the device or SIM configuration. Devices are often programmed to iterate through a list of carriers and attempt each one a set number of times. This behaviour occurs regardless of what is configured in the operator policy, which is why the platform must actively reject the connection request when it arrives. It is common that if a device was previously connected to a network, it will try to connect to it more frequently before moving on.

Note that typically if Manual Network Selection is set on the device, it will override the above behaviour and “camp” on the selected network, regardless of what the operator policy is set to.

If you need to adjust or optimise the preferred-carrier list stored on the SIM, we have partner suppliers who can assist with SIM-profile or preferred-network configuration, depending on your connectivity provider. Contact your account representative for guidance or an introduction to the appropriate partner.

Why is the latency high?

Network latency can increase when traffic travels long distances before entering the Stacuity network. To minimise latency, review your Regional Policy configuration. Regional Policies let you specify where in the world your data first enters our network (for example, Europe vs. North America).

Ensure the policy for the relevant endpoints is set to the region closest to your devices and target application servers.

Learn how to create or update and apply a regional policy here.