Frequently Asked Questions

General Information
What is an MTX Connect SIM card?

MTX Connect SIM card is a data-only SIM card for broadband Internet access in your mobile device when you travel.

What should I do to get connected in the US?

1. Check what device your are going to use. MTX US coverage is currently limited for Mi-Fi, usb-modems or tablets (eg iPad) with following LTE band support: 25 (mandatory band), 26, 41. Please check LTE band in tech specifications of your Mi-Fi, usb-modem or tablet.

2. Check your destination. MTX Connect US LTE coverage is limited, if your are going out of big cities, you may experience connection loss.

3. If you have any questions, your are more than welcome to contact our Customer Support for clarifications.

Can I make a phone call with MTX Connect SIM card?

MTX Connect SIM card provides only data (internet) service. You can use apps such as Skype or Facetime to make calls.

What do I need to use MTX Connect SIM card?

You'll need an unlocked 3G mobile device, such as phone or tablet. MTX Connect SIM card is provided as a 3-in-1 SIM card (a mini, a micro, a nano SIM all in one). You'll also need a debit or credit card so you can top up your balance.

Where can I use MTX Connect SIM card?

MTX Connect SIM card works in the majority of EU countries and some other destinations.

Please check our Coverage Map.

How can I get MTX Connect SIM card?

Please fill out the order form. We ship internationally via Deutsche Post. Orders are processed and shipped the following business day after you place your order. Once shipped, you can expect your MTX Connect SIM card in 5-10 days.

What do I do to use MTX Connect SIM card?

a. Choose the size of the SIM card that you need for your device (macro, micro or nano) and take it out of the package.

b. Switch off your device and insert the SIM card

c. Switch on the device, go to the Settings in the Menu.

d. Set an Access Point Name (APN): internet

for iOS devices go to:

"Settings > Cellular > Cellular Data Options > Cellular Data Network > APN"

for Android devices go to:

"Settings > More networks > Mobile networks > Access Point Names"

e. Turn on the Data Roaming.

f. Let your mobile device register to the network and open your browser (Safari, Chrome, Explorer etc.) and try to access any website.

g. You will be redirected to the Activation page. Follow the steps to register.

Download service guide
How do I activate my MTX Connect SIM card?

Your MTX Connect SIM card must be activated before use. You can either activate MTX Connect SIM card on your mobile device right before use or do it via the web site.

To activate a SIM card on your mobile device, please follow steps a-g (see the FAQ: "What do I do to use MTX Connect SIM card?"), try to access any website, then follow the instructions provided.

You can also activate a SIM card using your web browser on your internet-connected computer. Just go to our Activation portal.

To activate your MTX Connect SIM card, you will need your activation code (6 characters printed on the card like A5QXNE).

Activation typically takes just a few minitues. You will receive an email once your SIM has been activated.

In case of problems or errors during the activation please contact us and mention your activation code.

Download service guide
Pricing and payments
How much does it cost?

The rate is the same in anywhere within our network.

To activate a plan, simply turn on you mobile device and try to access any website (for example www.mtxc.eu). You will be redirected to the self-service portal.

For the most up to date information on plans and pricing, please refer to Prices on our web site

How do I top up the balance? Which payment methods are accepted?

To add balance to your account please use self-service portal.

Currently there are two methods of recharging the balance: credit/debit card and a payment voucher.

For credit card payments, we accept VISA, VISA Electron, MasterCard. Payments are handled securely through our payment service provider, PayZen. You can top up the account balance by a credit/debit card directly on your mobile device equpped with MTX Connect SIM card.

How long does the balance last?

MTX Connect SIM card balance will expire 365 days from the last successful top-up or the date of last service activation, whichever is later.

How do I check my balance?

To check your balance please use self-service portal. Log in with your username (email) and password. You will see your remaining balance. If you have a plan which includes gigabytes or hours, you will also see the remaining numbers.

How do I change a plan on my MTX Connect SIM card?

To change a plan, either select a new one when you will be prompted on activation page or use self-service portal. Log in with your username (email) and password and choose a new plan.

My credit/debit card is not being accepted.

Make sure you've entered all your details correctly. If you're still having trouble, please contact us.

My balance recharge went through twice.

Please contact us and we'll take a look. If you haven't used any of your duplicate purchase, we can refund this for you.

Troubleshooting
Why I have no connection in the US?

Currently USA service available for Mi-Fi, usb-modems or tablets (eg iPad) with following LTE band support: 25 (mandatory band), 26, 41. Please check LTE band in tech specifications of your Mi-Fi, usb-modem or tablet.

Why I have no connection in Japan?

Currently Japan service available for Mi-Fi, usb-modems or tablets (eg iPad) with following LTE band support: 1, 11, 18/26, 41. Please check LTE band in tech specifications of your Mi-Fi, usb-modem or tablet.

I've forgotten my login.

Your login is your email address. If you forgot it, send us an email at support@mtxc.eu with your SIM card activation code.

I've forgotten my password.

Please use a password recovery. If it still doesn't work, contact us

How to contact MTX Connect technical support?

Our customer support is open during business hours CET (Central European Time) time.

Sometimes you can try to solve the problem by yourself:

  • a. Please read through the FAQs – maybe your problem is already known and the solution is listed here
  • b. Use the contact form
  • c. Email us at support@mtxc.eu
  • d. Call us +352 2021 0072
  • e. Include the type of mobile device, your activation code and country where you are using our service

We'll get back to you as soon as possible!

My mobile device is telling me that the "SIM is not accepted".

To use MTX Connect SIM card you need to have an unlocked device. If your phone is provided by your carrier, please ask your carrier representative to clarify if your phone is unlocked.

My mobile device doesn't show any reception and/or saying "emergency calls only"

This means your device is not registered on the mobile network.

  • a. Check that the country you are in is one of our countries of coverage.
  • b. Make sure you have an unlocked GSM (2G/3G) mobile device.
  • c. Turn your phone off and turn it back on.
  • d. Make sure your phone is set to automatically search for a network.
I can see reception and carrier name, but I can't connect to the internet. ("You are not subscribed to a cellular date service")

If you are getting error like "Could not activate cellular data network. You are not subscribed to a cellular date service." this means that you have a network connection but your mobile device cannot initialize mobile data connection.

  • a. Check that the settings are correct:
    • Flight mode is OFF
    • Mobile (Cellular) Data is ON
    • Data Roaming is ON
    • Access point name (APN) is set to ‘internet' – this is really important
    • On iOS 8 devices, EU Internet is OFF
  • b. Turn your mobile device off and turn it back on
  • c. If it doesn't help please contact us
What is EU Internet in my mobile phone settings? Do I need to turn it ON or OFF?

Inside cellular settings, Apple has added a dedicated "EU Internet" switch alongside the existing data roaming toggle. To use MTX Connect SIM card, you need to set EU Internet toggle to ON.

Speed is really slow.

As typically experienced on cellular networks, speed will vary with your location and the volume of traffic (i.e. if it's peak hour for data use). Please also make sure that you don't have any apps open in the background and using data.

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