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Documentation Index

Fetch the complete documentation index at: https://docs.hologram.io/llms.txt

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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 data plan or transfer it to another organization.
SIM paused by system banner in Dashboard
Paused by system status in Dashboard
 
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 with a Ready status (LIVE network state). You should see your device go from Paused to Ready within a few minutes.

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How are SIMs “paused by system?”

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

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1. You ran out of funds in your account balance

Account balance depleted banner in Dashboard
  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.

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2. The SIM reached a data usage limit

Data usage limit reached banner in Dashboard
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 SIM details page by pressing the SIM’s name in the SIMs pages, 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 Manage SIM menu and select the Set data usage limit action to set a data limit on your SIM.

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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.
Outbound SMS limit reached banner in Dashboard
Note: If you need help troubleshooting outbound SMS limits for a device, please reach out to our Support team.