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 70 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

Our actual address is:

MTX Connect SARL

4, rue A. Graham Bell, Bettembourg

L-3235, Luxembourg

You can phone us: +352 20 30 10 62

or drop us a line: help@mtxc.eu

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 SIM-card MTX Connect 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 specifics of cellular connection in this country;
  • If you are going to use the MTX Connect SIM card in Japan, please note some specifics 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 Internet from time to time, you can choose the plan "Pay as You Go" – this way you will only pay for the traffic you actu- ally 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 more than a week and you need to stay in touch all the time, you can get the "Big Data" plan;
  • If your are going on a long or if you plan to make several trips within a month, you can pick the "Very Big Data" plan;
  • If you decide to change your plan, you can do it online at any time.

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 with your credit/debit card.

Getting the card and paying your way
How do I get an MTX Connect SIM card?
  • Just fill out the order form, providing detailed address. and we’ll send you the MTX Connect SIM card;
  • We send our cards via Deutsche Post;
  • Delivery usually takes 5-10 business days;
  • If you have ordered the card and did not receive it within the specified time, please contact us.

How to do I top up the SIM-card?

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

There are two ways to do it:

  • By your credit/debit card. We accept VISA, VISA Electron and MasterCard. All payments are secured by PayZen payment provider.
  • Using a voucher, which can be purchased from our regional partners. Please contact our support team and we will provide you with full information about our partners in your area;
  • Using your mobile device with the MTX Connect SIM card inside.

How long will my account’s balance be available?

The balance of your MTX Connect SIM card account is active for 365 days after the last top up or the last activation of any service, depending on what happened later.

How can I check my balance?
  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. Your balance will be shown in your Personal Account section.

If your payment plan is based on traffic or usage time, all related information will be available there as well.

Why was my bank card rejected?

If you entered all the information correctly but the payment didn’t go through, please contact MTX Connect Support.

Why was my top up charged twice?

Please contact MTX Connect Support: we will check on the situation and return the second payment to your credit card.

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 communication" 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 iOS6, go to "Settings", then "General", then "Cellular", then "Cellular Data Network", then "Cellular Data" (APN);
      • -If you have an iPhone with iOS7 / iOS8 or later, go to "Settings", then "Cellular", then "Cellular Data Network", then "Cellular Data" (APN);
      • In the cellular settings, set "EU Internet" to "on".
    • 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 acticate 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:

  • By phone +352 2021 0072,
  • Through the form on the website
  • By email help@mtxc.eu.

We will always help you.

How do I connect in the United States?

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

  • 25 (mandatory line),
  • 26,
  • 41.

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

How do I connect in Japan?

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

  • 1,
  • 11,
  • 18/26,
  • 41.

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

Why does my mobile device display the message “SIM is not accepted”?
  • To use the MTX Connect SIM card, you need to have an unlocked mobile device (some devices can be locked to specific service providers or mobile operators).
  • If your mobile device is locked by a service provider or a mobile operators, please contact your mobile operators and ask if you can use SIM cards of other operators or, in case your device can only work with SIM cards of your operator only, if youroOperator can unlock your device.

Connection and cellular network
Why isn’t my mobile device connecting to the cellular network?

This means that your mobile device is not registered in the cellular network.

  1. Make sure that you are within the coverage range/at the area supported by MTX Connect. You can find the complete MTX Connect coverage map here.
  2. Make sure you are using an unlocked GSM mobile device (2G / 3G / 4G).
  3. Completely turn off and then turn on your device following the device’s instructions.
  4. Make sure that your mobile device is set to automatically connect to the cellular network; If the network connection if set on ‘manual mode’, switch to the into automatic mode.

Why does my mobile device display the message "Emergency calls only"?

This means that your mobile device is not registered in the cellular network.

  1. Make sure that you are within the coverage range/at the area supported by MTX Connect. You can find the complete MTX Connect coverage map here.
  2. Make sure you are using an unlocked GSM mobile device (2G / 3G / 4G).
  3. Completely turn off and then turn on your device following the device’s instructions.
  4. Make sure that your mobile device is set to automatically connect to the cellular network; If the network connection if set on ‘manual mode’, switch to the into automatic mode.

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?

If your device is connected to a cellular network, but there is no Internet connection, you should:

  1. Check your device settings:
    • Flight Mode should be off;
    • Mobile Data or Cellular Data should be enabled;
    • Roaming data should be enabled;
    • The name of the APN (access point) should be indicated as ‘internet’ (this point is very important!);
    • On Apple devices running iOS 8.x, the "EU Internet" option should be turned off.
  2. Completely turn off and then turn on your device following the device’s instructions.

Why does my device show the message "You are not subscribed to a cellular date service"?

If your device displays a connection error message (e.g. "Could not activate cellular data network" etc.), you should:

  1. Check your device settings:
    • Flight Mode should be off;
    • Mobile Data or Cellular Data should be enabled;
    • Roaming data should be enabled;
    • The name of the APN (access point) should be indicated as ‘internet’ (this point is very important!);
    • On Apple devices running iOS 8.x, the "EU Internet" option should be turned off.
  2. Completely turn off and then turn on your device following the device’s instructions.

Why can’t I connect to the network in the US?

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

  • 25 (mandatory line),
  • 26,
  • 41.

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

Why can’t I connect to the network in Japan?

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

  • 1,
  • 11,
  • 18/26,
  • 41.

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

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 help@mtxc.eu. 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.

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 help@mtxc.eu.

Customer Support and Customer Service
How do I get in touch with MTX Connect customer support?

To contact our Customer Support team you can:

  • Ask any question in a chat on our site;
  • Use this form to send all your questions to us;
  • Contact us by email: help@mtxc.eu;
  • Call us: +35220210072 (Luxembourg).

When can I get in touch with MTX Connect customer support?

MTX Connect Customer Support is available:

On business days: from 07:00 to 19:00 (Central European Time (CET)),

On weekends: from 10:00 to 16:00 (Central European Time (CET)).

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