Help section

Access to the following settings can be configured through your account manager. Please submit a request to enable these features:

Feature Name	Description
View Tariff	View a tariff and tariff entries
Edit Tariff	Edit an existing tariff and tariff entries
Add Tariff	Add a new tariff and tariff entries
Delete Tariff	Delete a tariff and tariff entries
View Bundle	View a bundle and bundle elements
Edit Bundle	Edit an existing bundle and bundle elements
Add Bundle	Add a new bundle and bundle elements
Delete Bundle	Delete a bundle and bundle elements
Apply Bundle	Apply a bundle to endpoints or customers
View Endpoint Signalling	View signalling traces for an endpoint
View Zone Scheme	View a zone scheme and zones
Edit Zone Scheme	Edit an existing zone scheme and zones
Add Zone Scheme	Add a new zone scheme and zones
Delete Zone Scheme	Delete a zone scheme and zones
Copy Endpoint Auth	Allow a tenant to copy endpoint auth information from a source to destination IMSI

Tenant Portal – Troubleshooting Guide

Problem	What to Check	How to Fix
User can't log in	Is the user invited? Is the email correct? Is the account activated?	Check under Access Control → Users. Re-invite the user if "Invite Pending" = Yes.
Insufficient access rights	Is the user added at the correct tenant/customer level?	Move or assign user to the correct level in the hierarchy.
Impersonation not working	Is the impersonation button visible? Are you at tenant level?	Only tenant-level users can impersonate. Confirm role and re-login if needed.
Can't create sub-tenant	Is a parent tenant selected? Are required fields filled (moniker, name, subscription type)?	Select parent tenant first. Ensure moniker uses valid characters.
Customer creation fails	Duplicate moniker? Missing required fields?	Use a unique moniker. Ensure all required details are entered.
Edits to main tenant not allowed	Trying to edit the main tenant?	Only Stacuity can modify the main tenant. Contact support.
Endpoint doesn’t activate	Is it assigned to a customer? Placed in an endpoint group? Status still "Pending"?	Ensure customer moves endpoint to group. Wait for provisioning.
Endpoint not visible	Check tenant/customer context. Was it properly allocated or assigned?	Switch to the correct context. Verify allocation in Inventory → Endpoints.
SIM not connecting to network	Is the endpoint active? Is routing configured? Are bundles or tariffs applied?	Impersonate customer and check endpoint group, routing, bundle or tariff.
Bundle doesn’t apply	Is it a master bundle? Is the scope set correctly? Are elements defined?	Define bundle elements. Ensure scope matches target (customer or endpoint).
Bundle not activating	What is the start trigger? (e.g. On activation, First use, Start date)	Check bundle's configured start method.
Bundle shows no usage	Is the bundle active? Has the endpoint used any data? Zone match?	Verify bundle zone and endpoint location. Check element usage tab.
Customer being charged unexpectedly	Is the bundle expired or missing? Is a tariff applied instead?	Check bundles for quota or expiration. Ensure zone coverage is correct.
Tariff alias not updating	Is it an alias or master tariff?	Only master tariffs can be edited. Aliases inherit changes.
Can’t assign tariff to customer	Does currency match? Is tariff available at tenant level?	Ensure tariff and customer currencies match. Recreate tariff if needed.
API token not working	Is the token enabled? Expired or revoked?	Check under Access Control → API Tokens. Toggle status or regenerate.
Token doesn’t show in UI	Was it saved properly? Is view refreshed?	Click REFRESH. Check filters in use.
Can’t find endpoints in sub-tenant	Was allocation completed? Correct context selected?	Recheck allocation in Inventory. Use impersonation to confirm.
Multiple endpoints not allocating	Was batch selected? Correct sub-tenant chosen?	Confirm batch allocation selected. Repeat if necessary.
Wrong portal view	Does menu show "Tenants" or "Dashboard"?	"Tenants" = Tenant Portal, "Dashboard" = Customer Portal. Re-login if needed.
Data not updating on screen	Browser cache issue? Did you refresh?	Hard-refresh (Ctrl+Shift+R). Re-select tenant or customer.