Paused by System SIM statuses and troubleshooting "Please contact support to change this plan."

You may find a SIM in the Paused by system status without having taken any actions on the SIM. When a SIM is in this state, its data usage has been automatically paused, and you cannot update its plan or transfer it to another organization.


Note: Unpausing data usage for a SIM is automatic once the underlying cause has been addressed, but requires changes to propagate across our entire network before you see your device show up as ready (LIVE state). You should see your device go from paused to ready within a few minutes.

How are SIMs “paused by system?”

The system will pause your device into the Paused by System (PAUSED-BY-SYS) state for one of three reasons.

1. You ran out of funds in your account balance
Device paused by system

To fix this, add balance to your account and the system will automatically un-pause your device.

  1. Add balance by navigating to the Account page under the Billing section.
  2. Click the Add balance button and enter the desired dollar amount you wish to add.
  3. Finally, click Add balance.

We recommend enabling auto-refill so you can set and forget this. Hologram’s automatic refill feature allows users to automatically charge a credit card on file whenever the account balance gets below an amount designated by the user. Though it’s not required, we strongly recommend enabling this feature to avoid service interruption, which occurs when your account has a negative balance.


2. The SIM reached a data usage limit
Device paused by system

To fix this, set a larger data usage limit on the SIM. After setting a higher data usage limit or removing the limit, your SIM's data usage will resume automatically.

  1. Open the Device's page by pressing the device's name in the Active page of the Devices section, or by using search.
  2. The SIM’s current data usage, included data, and data limit will display in the page header.
  3. Open the Data plan tab or Data usage limit tab where you should see the Set data usage limit card.

3. The SIM reached an outbound SMS limit

SIMs by default can send 100 outbound SMS messages per billing period. Any SIM that reached an SMS limit cannot be unpaused until the SIM’s next billing period.

If you need help troubleshooting outbound SMS limits for a device, please reach out to our Support team.

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