1NCE FAQ

1NCE will inform the customer prior to the 10-year contract ending. The customer has the option to order a Top-Up, according to the condition at that time, and the contract will then be extended according to these conditions. Additionally, a customer can reactivate his cards up to 12 months after the end of the contract according to the conditions at that time. After this transitional period without any action of the customer, the contract will finally be terminated.

Yes, 1NCE offers the option to create multiple user accounts on the 1NCE Customer Portal and to set different user roles and rights. Under the tab “User” on the 1NCE Customer Portal the initial owner of the account can create and edit new user accounts. The following roles are available on the Customer Portal:

-Owner: This is the initial user and cannot be changed . This role can use every function and administrate “Admins” and “Users”. The role of “Owner” can also be assigned to a newly added user.

– Admin: This role has all access (including API access) and can administrate the account as well as create and delete users.

– User: This role can see all details on the Customer Portal and administrate SIM Cards, but cannot initiate new orders or Top-Ups, therefore this role does not have any rights to purchase or recharge.

– API User: This role is designed for the usage of the 1NCE REST API available via the 1NCE-API webpage or from applications directly via HTTPs and defines the API client credentials for programmatic access. To use the API the individual OAuth2 client_id and client_credentials are required.

For creating a new user account, the following information is required: First and last name, e-mail address (is used as login) and desired role.

API Users have the account number as a prefix in front of specified client_credential.

After creating a new user an e-mail is sent to the new mail address requesting to set an initial new password for the 1NCE Customer Portal (API User is an exception as the client_secret needs to be specified while setting up new user).

Send a termination letter in writing with a signature to 1NCE in order to terminate your contract.

For payments up to EUR 5,000.00, we recommend customers use a credit card. Payment is received immediately and the data volume is activated within 60 minutes. Due to security reasons, payments in excess of EUR 5,000.00 can only be made via bank transfer.

In the event that you need to log in to the 1NCE customer portal as a customer, but you do not know the e-mail address or password, 1NCE customer service can help. They can then verify the required documents.

Other text messages can be booked separately on the 1NCE Customer Portal as a top-up.

In order to renew the login to the account, change your password or contact our Customer Service to provide the required documents to 1NCE for verification.

In order to create a copy of the invoice, log in to the 1NCE Customer Portal , go to the tab "Orders" and can there download invoice.

The invoice is provided as a PDF file and a programme is required to be able to read this format. ( https://get.adobe.com/uk/reader ) Alternatively log in to the 1NCE Customer Portal and go to “ Download invoice ”. "

First, check your spam folder. If you still have not received an email, contact Customer Services to verify the given email address.

Additional volume can be ordered via the 1NCE Customer Portal.

Within the check-out 1NCE customers are asked for a VAT-ID, which usually comprises of a country code (e.g. GB or AT) and a 8 to 10 digit number. The order process can only be finished if

1. the VAT-ID has been entered with a correct format or
2. the customer has said he has not VAT-ID.

ad 1) After the VAT-ID has been entered with a correct format the number will be validated automatically via a database check. If the result of this check is positive, we will create an invoice without VAT-ID (reverse charge). If the check is negative, we include the VAT on the invoice. Of course, customers can hand in the correct VAT-ID afterwards, so that the reverse charge procedure is active for reorders. The VAT-ID can be handed in afterwards via our service ticket system or via telephone hotline which are both accessible in the customer portal.
ad 2) Business customers without VAT-ID always get an invoice with issued VAT.

Inform Customer Services immediately if you have lost a SIM card.

To reset the password again, use the “Forgot password” link once more. A link will be sent to the email address stored there. This link is only valid for a limited amount of time.

Use the “Forgot password” link to reset your password. This link can be found below the login input fields.

The 1NCE IoT Lifetime Flat is a B2B offering only. In order to allow for the reverse charge payment 1NCE requires a valid VAT-ID in order to check if you are a registered business customer. Only if we have a valid VAT-ID we can create an invoice without VAT (reverse charge) for business customers in EU-27 countries (excl. Germany).
Therefore business customers can state within the check-out that they do not have a VAT-ID. For these business customers in EU-27 countries we will then need to add VAT on the invoice.
Note: German business customers will always have VAT included on the invoice.

The 1NCE SIM cards are sent as 4 in 1 chip cards, therefore a special selection is not necessary. The required format can simply be broken out of the pre-punched formats of the chip card. Parallel to the plastic chip card, 1NCE also offers the MFF2 eSIM format.

The 1NCE customer portal contains at least two e-mail addresses of the customer. This is, on the one hand, the e-mail address of the customer data used during registration and, on the other hand, the e-mail address of the user data stored for the 1NCE Customer Portal. To login to the Customer Portal, use the email address linked to your user data, not the email address of the customer data.

The data shown on the invoice correspond to the data stored on the Customer Portal. Therefore it is imperative that the customer verifies its customer data stored there and updates as necessary.

The reasons for blocking can be many and varied. Before we block a 1NCE SIM card, we send an email regarding the deactivation and the reason for the deactivation. This email provides all relevant information.

If neither an invoice nor a confirmation has been received, the customer can check whether the order has actually been accepted. If the order is visible in the customer account, verify the email address and correct as necessary. You can then download the invoice from the 1NCE Customer Portal .

Once the order is placed, a confirmation is sent to the e-mail address that was stated upon registration. The customer can verify its e-mail address and the spelling at any time on the 1NCE Customer Portal .

1NCE only offers a prepaid service. With the prepaid system, the customer has 14 days to transfer his invoice or to pay directly by credit card upon completion of the order.

Currently, 1NCE only offers SEPA credit transfers and Credit Card to pay for top-up.

The 1NCE IoT Connectivity Suite is free-of-charge for all 1NCE customers and available for activation directly in our 1NCE Customer Portal. You will find the Connectivity Suite in the main Navigation and after agreeing to the additional Licence Agreement you can follow through with our Onboarding Tour. Getting started is as simple as connecting your AWS Account via three simple clicks. Configuring a first basic Rule forwarding all Data to the AWS IoT Core and you are ready to send any kind of data. A true Plug & Play Service.

The Customer Portal offers the option to create multiple user accounts which allows for different user roles and rights. Under the tab “User” the initial owner of the account can create and edit new user accounts.
The following roles for additional user accounts are available:

• Owner: This is the initial user and cannot be changed. This role can use every function and administrate “Admins” and “Users”. The role of “Owner” can also be assigned to a newly added user.
• Admin: This role has all access (including API access) and can administrate the account as well as create and delete users.
• User: This role can see all details on the Customer Portal and administrate SIM Cards, but cannot initiate new orders or Top Ups, therefore this role does not have any rights to purchase or recharge.
• API User: This role is designed for the usage of the 1NCE REST API available via the 1NCE-API webpage or from applications directly via HTTPs and defines the API client credentials for programmatic access. To use the API the individual OAuth2 client_id and client_credentials are required.

Shortly before the end of the free 12 months, the customer will be informed by e-mail about the upcoming end of the runtime and can decide at this point whether to upgrade to the 1NCE IoT Lifetime Flat in the foreseeable future. There is no provision for automatic renewal.

Regardless of the 12-month term, it is possible to upgrade to the 1NCE IoT Lifetime Flat for $10.00 at any time and thus use the full 500 MB volume of the 1NCE Standard product, along with other extensions.

Regardless of the 12-month term, it is possible to upgrade to the 1NCE IoT Lifetime Flat for $10.00 at any time and thus use the full 500 MB volume of the 1NCE Standard product, along with other extensions.

1NCE For All can be upgraded to the 1NCE IoT Lifetime Flat at any time in the Customer Portal. This turns the free card into the 1NCE Standard product for $10.00 for 10 years with just a few clicks.

First, check your spam folder. If you still have not received an email, contact Customer Services to verify the given email address.

You can create and delete users independently as "Admin" and "Owner". You can find more information in the Developer Hub . If it is not possible, please contact us via the customer portal.