FAQ

ABOUT CELLULAR DATA

Cellular Data is a connectivity service integrated in Windows 10.
It connects you to the mobile 3G/4G network.
Click here for details.

Our SIM only provides data, you will not receive a phone number.
You can still make calls using a VOIP program such as Skype.

Cellular Data is compatible with all devices under Windows 10 with a cellular modem.
Click here to learn about the devices sold with our Sim.
If you do not have a Windows 10 device, why don’t you check our data sim offer, Transatel DataSIM?
It works with all types of devices equipped with a SIM slot.

For the moment, our SIM is only available when you purchase a device from one of our partners.

But you can get one of our Transatel Data SIMs , with the same coverage, and compatible with any unlocked device. Click here to go to Transatel Data SIM’s website.

BUYING DATA PLANS

To buy a Data Plan, just click on the link “Connect with a Data Plan” in the network Flyout.

click on connect with a data plan

This will open Window’s Paid Wi-Fi and Cellular App, where you can buy a plan using your Microsoft account.
For more details, click here. If you do not have a Microsoft Account, create one here.

Your balance will be displayed in the Network flyout when you are connected to the Cellular Network.
You can also find it in the Paid Wi-Fi and Cellular App, in the Balance tab.

Balance in the flyout
To see the balance, you need to be in a location where the data plan is valid, and to be connected.

To be able to buy a data plan, you need to be in a location (country) it is valid in.
You can purchase a plan only if you have no data balance left in this location.
Once your balance is exhausted, you can purchase a new bundle.
Browsing and purchasing data plans is free in covered locations.

The validity period of the data plan starts at the purchase.
If your device comes with a trial offer, its validity period begins at the first connection to the cellular network.

PURCHASE & BILLING

You will receive a payment confirmation from Windows by e-mail.
If your require a tax invoice, it can be downloaded in your order history in your Microsoft Account.

Prices vary depending on the location.
You can see the prices of the plans available in your current location directly in Windows.
For other locations, please contact our Customer Service for more information.

The Microsoft Store allows payment with various credit and debit cards, as well as Paypal.
To manage your payment options, click here.

Unfortunately, unused data cannot be refunded.

Once you have purchased a data plan, it cannot be canceled.

CONNECTION ISSUES

If the balance of your data plan is not showing in the app or in the network flyout, it might be because:

  • You are in a location or country not covered by the data plan
  • Your allowance has expired or been used up
  • You are in an area with weak signal. Displaying the balance requires connectivity.

If your balance is lower than expected, it might be due to Windows or other programs using your cellular connection for updates.

To manage better your allowance, we advise you to uncheck the box “let Windows manage this connection”.

This will prevent you from using this connection without noticing.

If your device came equipped with a trial data plan, and the balance is lower than expected, it might be due to Windows using this connection to install critical system updates during the initial start of the device.

If this is your first connection, it might take a few minutes for the SIM to connect.
Make sure that your location is covered by our services here.
Move your device beside a window or an open area in order to receive a better signal.
If nothing happens try the following troubleshooting:

  • Turning “Cellular” off and then on again.
  • Restarting your device
  • If we have agreements with multiple operators in the country you are in, you can try to change to another network.

To select another operator, go to Settings, then select Cellular.
Click on Advanced options, and you will have a command “select network”.

In some locations and with some devices, the name of the local operator might appear instead of Cellular Data.
Sometimes the code “901 37” may even be displayed.
As long as you have the link to the store and/or the balance, this is perfectly normal.
If you do not see the link to the Store, please check the next FAQ question.
Note: If your device has an embedded eSIM as well as an external SIM slot, check that you are using the correct SIM to connect.
Find how to change the SIM used in the article below

You need to be connected to the Cellular Network to see the link.
If this is your first connection, it may take a few minutes for the SIM to be identified.
If nothing happens try turning “Cellular” off and then on again, and restarting the device.

Check the network status of your current location and be sure you are in an eligible country.
Move your device beside a window or an open area in order to receive a better signal. Make sure you are not in an enclosed area.
Your device may be equipped with an antenna that is not as powerful as a mobile phone’s.
If we have agreements with multiple operators in the country you are in, you can try to change to another network.
To do this, go to Settings, then select Cellular.
Click on Advanced options, and you will have a command “select network”.

Try to deactivate and reactivate Cellular, and also restarting the device.
If this didn’t help, please contact our Customer Service.

If your device is equipped with more than one SIM or eSIM, you must select the SIM containing Cellular Data’s profile to be able to connect.
To proceed, go to “Settings” then “Networks & Internet”, and select “Cellular” in the left menu.
In the drop down list, select the right SIM. For Microsoft Surface Pro 5 LTE users, the eSIM with Cellular Data is SIM 2.

select the sim

An ICCID is the reference used to identity your SIM.
To find your SIM card’s ICCID, go to “Settings”,

Then “Networks & Internet”.

NetworkSettings

Select “Cellular” in the left menu, then click on “advanced options”.

CellularSettings

The ICCID will appear at the bottom (SIM ICCID):

AdvancedCellular