SIM card "data remaining" not updating

[trms87]

Hi,

In Device Management -> SIM Cards, it shows me "Data Remaining 10.34 / 10.49 Mb ", so I thought it's time to buy more. So I clicked the "Buy data" next to it and purchased 100 Mb. It has been 3 weeks and the field has not updated. Where can I see my real time data allowance?

Edit: SIM Cards page also shows "Not connected to any device". I have only ever had that one iBasis card that the thingy came with, so I wonder where my purchased data has gone?
Edit 2: Saw the "Not connected to any device" field briefly show connection to my device, and then it reverted back to not connected

Thanks!

[dejans]

Hi,

Could you show "Not connected to any device" message? Has this appeared recently, possibly after some change on your side? 

Which board do you use to connect to nRF Cloud?

Best regards,
Dejan

[trms87]

Hi,

was just writing an edit when you answered. I saw the "Not connected to any device" field briefly show connection to my device (Thingy:91) so I guess it goes on and off between them, when trying to connect.

After some week of being out of battery, I plugged it in today, and it shows red static LED, meaning error (Asset Tracker V2). Terminal shows messages like "data expired" so I am thinking it's related to running out of my first 10 Mb which would make sense. But I'm wondering why my purchased 100 Mb is not applied.

[trms87]

Hi, 

I'm sorry I don't understand why would my purchased SIM data showing or not showing depend on my cloud plan? 

(There's probably bug somewhere in your asset tracker firmware, that caused the P-GPS request spam to use up my whole monthly request quota within minutes, but that is a complete separate topic) 

[dejans]

Hi,

trms87 said:

I'm sorry I don't understand why would my purchased SIM data showing or not showing depend on my cloud plan? 

I agree that showing your purchased data is not expected to depend on your current cloud plan, but I asked you because I want to provide full information to the cloud team so that they can have a closer look into this issue. Any additional information might be useful.

Best regards,
Dejan

[trms87]

Okay, I use the developer plan 

[dejans]

Hi,

trms87 said:

Okay, I use the developer plan 

Thank you very much for this information.

I have asked internally. I will get back to you when I get more information, hopefully during this week.

Best regards,
Dejan

[Cole Hafner]

> I'm sorry I don't understand why would my purchased SIM data showing or not showing depend on my cloud plan? 

Hello, 

I'm an engineer working on nRF Cloud. You're correct in saying this. You should always be able to see your remaining SIM data regardless of plan type. What is the identifier you used to register the SIM? I will look up the remaining data to confirm if there is an error.

Best regards,

Cole

[trms87]

Hi, thanks for answer. The SIM ICCID is 893108062005426543 if that's what you meant

[Cole Hafner]

I see your SIM in both iBasis and nRF Cloud databases. Which data plan did you purchase? 

[trms87]

I bought 100MB on March 17th

(I have the receipt which has charge ID but not much other info, let me know if you need it) 

[Cole Hafner]

Okay. I'm seeing that amount reflected in both systems: 104.86 Mb total, 90.59 Mb remaining. If you're still seeing the old values on nRF Cloud, it's likely being incorrectly cached. Could you try logging in on an incognito window or clearing the cache in your existing browser? 

[trms87]

Thanks! Good to know the data is actually there. I still cannot see it though, also in incognito. Tested on 3 computers and one mobile over 3 weeks, it's not updating