Frequently Asked Questions

About MTX Connect

  • Who are we?
    • MTX Connect is an international mobile service provider which provides travelers with fast Internet all around the world* - with plain and simple tariff plans, on any device, with a single MTX Connect SIM card.

      Our company was founded in 2012 and is growing fast, providing communication services in more than 80 countries.

      *You can see the full map of MTX Connect services coverage here.

  • What do we do?
    • We provide our customers with a single MTX Connect SIM card for traveling all over the world. The card gives you reliable access to the Internet wherever there is a cellular network coverage* - for a fraction of roaming price**.

      We work with both private and corporate customers. For each of our corporate customers, we create a package of carefully customized services: group plans, deployment of temporary access points for events and much more. We provide our corporate customers with detailed usage statistics which helps to analyze business processes and optimize costs.

      Our headquarters are suited in Luxembourg.

      * You can see the full map of the network coverage here

      ** At the rates of most mobile service providers

  • How to contact us

About MTX Connect SIM card

  • What do you get when you get MTX Connect SIM card?
    • MTX Connect SIM card works all around the world providing you with reliable Internet access wherever cellular networks are available*, - for a fraction of roaming prices**.

      * You can see the full map of the network coverage here

      ** At the rates of most mobile service providers

  • In which countries does the MTX Connect SIM card work?
    • A full list of countries and regions is available on our interactive map. This list is constantly expanding, so if you do not find the country or area you need in it - please contact us and we will try to help.

  • Will the MTX Connect SIM card work with my mobile device?
      • The MTX Connect SIM card works with almost any smartphone, tablet, 3G / 4G-modem, WiFi hotspot or other similar device on the market;
      • Basically, the MTX Connect SIM card gives access to the mobile Internet (3G / 4G) in any 2G / 3G / 4G-compatible mobile device;
      • The device should not be tied to any specific cellular provider (it should be unlocked);
      • If you are going to use the MTX Connect SIM card in the US, please note some specifications of cellular connection in this country;
      • If you want to make sure that the card will work with your particular device, please contact us.

Tariff plans

  • Which tariff plan will suit me?
    • You can choose or change the tariff plan best suiting your needs at any time.

      • If you only need to use the Internet from time to time, you can choose the plan "Pay as You Go" – this way you will only pay for the traffic you actually use;
      • If you need to check your mail, send some messages or photos, visit some sites from time to time, you can choose the "Optimal Daily" plan;
      • If you need to be up to date all the time and use Internet constantly, you can choose the "Unlimited Daily" plan;
      • If your trip lasts a week and you need to stay in touch all the time, you can get the "2 GB" plan;
      • If you are a heavy user of the internet and would like to use much more data, you can pick the "4 GB" plan;
      • If you need a lot of data for a month you can pick the "10 GB" plan;
      • If you decide to change your plan, you can do it online at any time.

      You can top up your SIM card balance at any time through your Personal Account page.

      Full and detailed information about MTX Connect tariff plans is "available here".

  • How can I change my plan?
    • You can change your current plan any time:

      1. Access the Personal Account page from the mobile device with the MTX Connect SIM card inside;
      2. Use your email address as your login;
      3. Enter password;
      4. Choose your new plan from the list of available plans.

      If your balance is insufficient to activate your new plan, you can top up your account.

Getting the card, topping up and checking balance

Connecting, activating and using your device

  • How do I start using my SIM card?
      1. Make sure that the country you are visiting is within the coverage area;
      2. Select the SIM card size/type suitable for your device (mini, micro or nano) and extract it from the package;
      3. Turn off your mobile device and insert the SIM card into it;
      4. Turn on your device and enter the "Settings" section;
      5. In the "Cellular Data Options" section in the APN line (Access Point Name), write: internet;
      6. Use the following instructions depending on the device you are using: Apple or Android:
        • For Apple devices:
          • If you have an iPhone with iOS7 / iOS8 or later, go to "Settings", then "Cellular", then "Cellular Data Network", then "Cellular Data" (APN);
        • For Android devices:
          • Go to "Settings", then "More Networks", then "Mobile Networks", then "Access Point Names";
      7. Enable the "Data Roaming" option;
      8. Wait until the device is registered in the mobile network;
      9. Open any browser (Safari, Chrome, etc.) and access any site;
      10. You will be redirected to the MTX Connect SIM card activation site. Follow the instructions on the website to activate your SIM card.
      11. After activating the card, you can top up your balance through the Personal Account page.
      12. Start using the fast Internet with MTX Connect SIM card.
  • How do I activate the MTX Connect SIM card?
      • Your SIM card has to be activated before use;
      • You can activate the card before the trip or during your trip if the area you are visiting is covered by MTX Connect services;
      • To activate your SIM card, please access the Activation section of the MTX Connect website and follow instructions;
      • To activate your SIM card you will need an activation code (6 characters) printed on the plastic card that contained your SIM card (usually the code consists of some numbers and letters and may look something like this: "A5QXNE");
      • The activation process may take from several seconds to several minutes;
      • After the SIM card’s activation is complete, you will receive an email confirming the successful activation;
      • If your card’s activation is unsuccessful or something goes wrong during the activation process, please contact us. Please be ready to provide our support team with the your SIM card’s activation code.
  • How can I recover a lost activation code?
    • If you have lost your card’s activation code, please contact MTX Connect Support:

      We will always help you.

  • How do I connect in China?
    • Please note that China has a very particular network organization.

      First of all, our SIM cards work only with tablets and WiFi routers there.

      Phones are required there to be able to make an emergency call, and if this condition is not fulfilled, the access to the network is being blocked. For the reason that we provide only internet connection and no voice/SMS services.

      We recommend using only tablets and routers in China.

      Please also note that devices made for the European market could support different LTE bands than those made to work in China.

      Coverage in China is currently limited to Mi-Fi devices, USB modems or tablets (e.g. iPad) with LTE support in the following ranges:

      • 3;
      • 41.

      Please make sure the LTE range of your device matches these numbers.

  • How do I connect in Indonesia?
    • Please note that Indonesia has a very particular network organization.

      First of all, our SIM cards work only with tablets and WiFi routers there.

      Phones are required there to be able to make an emergency call, and if this condition is not fulfilled, the access to the network is being blocked. For the reason that we provide only internet connection and no voice/SMS services, our SIM will not work with a phone there.

      We recommend using only tablets and routers in Indonesia.

      Please also note that devices made for the European market could support different LTE bands than those made to work in Indonesia.

      Coverage in Indonesia is currently limited to Mi-Fi devices, USB modems or tablets (e.g. iPad) with LTE support in the following ranges:

      • 5;
      • 40.

      Please make sure the LTE range of your device matches these numbers.

  • Why does my mobile device display the message "SIM is not accepted"?
    • If your mobile device is locked by a service provider or a mobile operator, please contact your mobile operator and ask if you can use SIM cards of other operators or, in case your device is locked to your operator only, maybe your operator will be able to unlock your device.

  • Does my SIM card have a phone number?
    • Because MTX Connect provides only internet and data services, the SIM cards don't have an associated phone number.

      For making calls, video-calls and using sms please use third-party applications like WhatsApp, Viber, Skype etc.

Connection and cellular network

  • Why isn’t my mobile device connecting to the cellular network?
    • Make sure that you've configured your mobile device right, as shown on our site.

      1. Make sure that you are in the country, covered by the MTX Connect network;
      2. Enable Roaming and Data Roaming;
      3. Switch mobile operator to "auto";
      4. Set APN to "internet" (all lowercase, without quotes). On IOS, please fill other 3 APNs (LTE, MMS & modem), placed below the first one;
      5. Restart your mobile (switching the airplane mode ON and OFF is not enough);
      6. On your personal account page http://a.mtxc.eu verify if you have the right data plan activated;
      7. According to new EU legislation, all mobile customers have to uniquely identify themselves. Please upload a scan or a photo of your ID to https://selfcare.mtxc.eu/dashboard/profile/common or use our mobile app to upload your ID.

      Also, please check this PDF guide for your connection troubleshooting.

  • Why does my mobile device display the message "Emergency calls only"?
    • Make sure that you've configured your mobile device right, as shown on our site.

      1. Make sure that you are in the country, covered by the MTX Connect network;
      2. Enable Roaming and Data Roaming;
      3. Switch mobile operator to "auto";
      4. Set APN to "internet" (all lowercase, without quotes). On IOS, please fill other 3 APNs (LTE, MMS & modem), placed below the first one;
      5. Restart your mobile (switching the airplane mode ON and OFF is not enough);
      6. On your personal account page http://a.mtxc.eu verify if you have the right data plan activated;
      7. According to new EU legislation, all mobile customers have to uniquely identify themselves. Please upload a scan or a photo of your ID to https://selfcare.mtxc.eu/dashboard/profile/common or use our mobile app to upload your ID.

      Also, please check this PDF guide for your connection troubleshooting.

  • Why is my Internet connection so slow?
    • The data transfer speed in a cellular network can depend on:

      • Your location in relation to cellular network transmitters;
      • The amount of transmitted and received traffic (e.g. during peak hours the speed can be lower because the cell channel splits its capacity between all the users in the area);
      • The number of applications running in the background of your device and using (transferring or downloading) data can affect the overall connection speed.
  • Why can’t I connect to the Internet, although the device is connected to the cellular network?
    • Make sure that you've configured your mobile device right, as shown on our site.

      1. Make sure that you are in the country, covered by the MTX Connect network;
      2. Enable Roaming and Data Roaming;
      3. Switch mobile operator to "auto";
      4. Set APN to "internet" (all lowercase, without quotes). On IOS, please fill other 3 APNs (LTE, MMS & modem), placed below the first one;
      5. Restart your mobile (switching the airplane mode ON and OFF is not enough);
      6. On your personal account page http://a.mtxc.eu verify if you have the right data plan activated;
      7. According to new EU legislation, all mobile customers have to uniquely identify themselves. Please upload a scan or a photo of your ID to https://selfcare.mtxc.eu/dashboard/profile/common or use our mobile app to upload your ID.

      Also, please check this PDF guide for your connection troubleshooting.

  • Why does my device show the message "You are not subscribed to a cellular date service"?
    • Make sure that you've configured your mobile device right, as shown on our site.

      1. Make sure that you are in the country, covered by the MTX Connect network;
      2. Enable Roaming and Data Roaming;
      3. Switch mobile operator to "auto";
      4. Set APN to "internet" (all lowercase, without quotes). On IOS, please fill other 3 APNs (LTE, MMS & modem), placed below the first one;
      5. Restart your mobile (switching the airplane mode ON and OFF is not enough);
      6. On your personal account page http://a.mtxc.eu verify if you have the right data plan activated;
      7. According to new EU legislation, all mobile customers have to uniquely identify themselves. Please upload a scan or a photo of your ID to https://selfcare.mtxc.eu/dashboard/profile/common or use our mobile app to upload your ID.

      Also, please check this PDF guide for your connection troubleshooting.

  • Manually set up Access Point Name (APN) on your Android phone
    • Modern Android devices will normally retrieve the settings for using internet from the SIM or receive these automatically via the network.

      It is also possible to set up your Android phone manually for internet.

      This guide is using Samsung Galaxy S9 as an example.

      1. Go to the Start screen. To open the menu, swipe up or down on the screen.
      2. Choose Settings.
      3. Choose Connections.
      4. Choose Data usage.
      5. If Mobile data is disabled, enable Mobile data and choose the back symbol.
      6. Choose Mobile networks.
      7. Choose Access Point Names.
      8. Choose ADD.
      9. Under Name, enter internet.
      10. Under APN, enter internet.
      11. Leave all the remaining fields blank.
      12. Choose the options symbol and then choose Save.
      13. Tick internet.
      14. Return to the Start screen.
      15. To finish the process and activate the settings, you need to restart the device. Android phone will then be configured to use mobile internet.
  • Manually set up Access Point Name (APN) on your iPhone
    • Most iPhones with iOS up to date will normally retrieve the settings for using internet from the SIM or receive these automatically via the network.

      It is also possible to set up your iPhone manually for internet.

      This guide is using iPhone X and iOS 12 as an example.

      1. Go to the Start screen. Choose Settings.
      2. Scroll down. Choose Cellular.
      3. If Cellular Data is disabled, enable Cellular Data.
      4. Choose Cellular Data Options. If Data Roaming is disabled, enable Data Roaming.
      5. Choose Cellular Data Network.

      If Cellular Data Network is not available, manual configuration is not possible. In this case, connect the device to the computer and use iTunes to install the ‘Carrier Settings’.

      1. Edit the details for MOBILE DATA as follows:
      2. Under APN, enter internet
      3. Under Username, enter nothing.
      4. Under Password, enter nothing.
      5. Edit the details for PERSONAL HOTSPOT in the same way as at previous step.
      6. Return to the Cellular menu.
      7. Return to the Start screen. To finish the process and activate the settings, you need to restart the device. Your iPhone X will then be configured to use mobile internet.

Personal Account

  • How can I recover my login/username?
      • Your login (username) is your email, which you entered during MTX Connect SIM card activation;
      • If you forgot this email, please contact us at [email protected]. You should include the activation code printed on the plastic card which contained the SIM card. The activation code is located directly above the barcode and consists of random number of capital letters and numbers.
      • You can physically install your SIM card in your device and open our selfcare portal via 3G/LTE (WifI turned off). This way your personal page will open automatically with no authentication and you will find your email on the Profile tab.
  • How can I recover my password?
      • Please use this link to recover your password.
      • If, for some reason, you can’t recover the password, please contact our Support Service at [email protected].
  • Why do I need to verify my identity?
    • You need to verify your identity in order to use your MTX Connect SIM card. This policy is in line with the law of Luxembourg, that requires all telecommunications operators to verify their customer's identity before allowing them to use their services.

      Identity verification may take some time. However, you can fully benefit from MTX Connect services immediately while your identity is being verified.

      To verify your identity, you are able to upload — via a secure form at https://selfcare.mtxc.eu/, by e-mail sent to [email protected] or via the MTX Connect mobile application — one of the following government-issued documents:

      • International passport.
      • Driving licenсe (both sides).
      • A national ID card (both sides).
      • The document must be valid (the expiry date has not been reached).

      We accept photographs, scanned copies of documents and original electronic files in PDF format. Photographs/scanned copies must be high-quality and in color, the document on the photograph/scanned copy must be provided in full.

      You can check the status of your identity verification by visiting your account at https://selfcare.mtxc.eu/dashboard/profile/common as shown here

Customer Support and Customer Service

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