FAQ

  • What is the price of data in each country?
  • How much data does the SIM/Hotspot come with and what is the validity?
  • How do I refill?
  • What is auto-refill and how does it work?
  • What countries are covered?
  • What payment options are available?
  • How do I activate my SIM card/hotspot?
  • The SIM/hotspot is not working, what can I do?
  • How do I add data to my SIM card/hotspot?
  • When does the 1 year validity start?
  • I already have a SIM card and only want the hotspot, is this possible?
  • How do I change the APN on my device?
  • How do I enable roaming on my device?
  • How can I get my PIN or PUK code?
  • Where can I find which networks are available for each country?
  • Do you also offer e-SIM?
  • Where is the ICCID (SIM number)?
  • Is personal hotspot available with the SIM card?
  • How much data can I use on the SIMs?
  • What is the minimum order quantity of the SIMs?
  • Does it come with a management platform?
  • What are the frequencies that are offered?
  • What is the minimum contract term?
  • What happens after the bundle is reached?
  • Do you have multiple providers per country?
  • How does it work?
  • Where can I use it?
  • What is the speed that I can expect?
  • What plan are available?
  • Can I use your platform if I don't have a direct agreement with a carrier?
  • I am reselling SIM cards from third party providers. How will my revenues increase if I switch to your platform?
  • How do I make money on unused data on my SIM cards ?
  • What credentials are required from my carrier in order to onboard onto the platform?
  • Can I connect third party software to your platform?
  • I work with multiple carriers, can I manage all of them with the Droam platform?
  • What is Starlink Maritime?
  • What speed does Starlink offer?
  • Can I pause the subscription?
  • Does Starlink work in the ocean?
  • What comes in the Starlink maritime kit?
  • Can I connect Starlink to my existing hardware?
  • End User searchable dropdown list
  • The “Status” field when Swapping the SIM
  • Pool dashboard for Companies
  • Labels and rules unassigning after deleting
  • Combining SIMs into one tab
  • Editing labels
  • Manual creation of pre-bills
  • Restore pre-bills
  • Billing details for account balance
  • SKU as a list
  • Account Balance update
  • Account Balance for Prepaid Plans
  • Select who controls prepaid SIM refills - Company or its End User
  • Finance Tab in the Company (work with pre-bill)
  • Bulk action for Approve pre-bill
  • Billing period filter for the Pre-bills
  • Mini panel for Pre-bills
  • Monthly usage for pools
  • New filters for rule
  • Tooltip for SIM statuses
  • Delete plans
  • Change company owner
  • Filter by multiple selections
  • AI based module to detect abnormal SIM Usage
  • Work with VAT prices in the Prepaid plans
  • Copy permissions from existing staff
  • Side sheets editing (postpaid plan, pools, rule, prepaid plan)
  • Cc’ing End User and/or Company about a rule execution
  • Possibility to select more than one “Company” in the Report
  • SIMs with zero usage are included in the report
  • Quick filter by the mini panel
  • Replace plan from bulk
  • Export SIMs
  • Prepaid plan editing
  • Default tags and labels
  • Filter by plan type (postpaid plans)
  • Background actions process
  • Forms (Feedback Bug report, new order)
  • Finance tab
  • Rule creation of different types
  • Change Plan in the Postpaid Product

Prepaid Products

What is the price of data in each country?

Droam data bundles cover all 40 destinations equally meaning that during your travel you won't pay anything on top of the initial bundle price.

How much data does the SIM/Hotspot come with and what is the validity?

Whether you get the Hotspot or just the SIM card you get 2GB of data to start, which is valid forever as long as you refill at least once every 365 days. You can refill in real-time as needed or enroll in auto-refill and have unlimited data.

How do I refill?

You have two ways to refill. You can refill manually through your account page on the Droam website or you can set up auto-refill, either way your data is added immediately in real-time. You will need to provide a credit card in your account page for auto-refill.

What is auto-refill and how does it work?

Auto-refill is a service we offer to make sure you never run out of data and thus avoid annoying service suspensions. Auto-refill when turned on will automatically add a preselected amount of data when your data balance falls below 100 MB or your days of validity reaches 0. You can turn auto-refill on or off in your Droam account page. You will need to provide a credit card in your account page for auto-refill.

What countries are covered?

In addition to over 30 countries in Europe you get the US, Canada and Puerto Rico.  Please contact us for a detailed list of network operators in each country.  
Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus,Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Puerto Rico, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States, Vatican City

What payment options are available?

You can pay using any major credit card. 

How do I activate my SIM card/hotspot?

You do not need to activate your SIM card/hotspot.  Your SIM card/hotspot are setup to be used right out of the box.  In order to check your data balance, add data and setup auto-refill you will need to setup a Droam account which you can do at droam.com/activate.

The SIM/hotspot is not working, what can I do?

  1. Check your data balance in your account at droam.com/account.  If your data balance is zero then you can add data to get the SIM/hotspot working again
  2. Restart your device or turn on Airplane mode and then turn it off.
  3. Check your device's signal.  If there are no bars or only 1 bar then adjust your location.
  4. Make sure that the APN is set correctly and that data roaming is enabled.
  5. Contact us for further troubleshooting help.

How do I add data to my SIM card/hotspot?

To add data go to your Droam account at droam.com/account

When does the 1 year validity start?

The validity counter starts to count down with the first time the SIM card/hotspot is used.

I already have a SIM card and only want the hotspot, is this possible?

Yes, the hotspot is unlocked and can be used with a different SIM card. 

How do I change the APN on my device?

On Android devices

  1. Go to Settings
  2. More / Network & Internet / Connections
  3. Mobile Networks
  4. Access Point Names
  5. Create a new APN profile as listed below
    • APN: droam
    • Username and Password: leave blank
  6. Check if the Authentication type is set to NONE and Internet Protocol is set to IPv4 only. Leave other fields as-is.

On IOS devices

  1. Go to Settings
  2. Cellular/Mobile Data
  3. Cellular/Mobile Data Options
  4. Cellular/Mobile Network
  5. Edit the fields as follows:
    • APN: droam
    • Username and Password: leave blank

How do I enable roaming on my device?

On Android devices

  1. Go to Settings
  2. More / Network & Internet / Connections
  3. Mobile Networks
  4. Data Roaming
  5. Turn it ON

On IOS devices

  1. Go to Settings
  2. Mobile Data
  3. Enable Data Roaming

How can I get my PIN or PUK code?

To get your PIN or PUK code please contact our customer support. Please note that the SIM cards comes with the PIN code disabled meaning that you do not need the PIN code to use the SIM card.

Where can I find which networks are available for each country?

For a list of available networks in each country please contact customer support.

Do you also offer e-SIM?

We are working on offering an e-SIM option and will be launching it shortly.

Where is the ICCID (SIM number)?

The ICCID is printed on the SIM card:

Is personal hotspot available with the SIM card?

Unfortunately, personal hotspot on a phone or tablet is not supported with the Prepaid SIM card. 

Unlimited

How much data can I use on the SIMs?

Each SIM that we have is delivered with a large data bundle. With the 400GB and 750GB products, you are limited to a bundle size. If you are seeking a large data bundle, the best option is the 200GB data pool. As you are able to combine the bundles together.

What is the minimum order quantity of the SIMs?

With our products, we require a minimum per offering. We will list them here:

200GB EU Pooled - Minimum of 1TB monthly bundle

400GB EU - 10 SIMs

10GB Prepaid - we have no minimum

750GB Netherlands -10 SIMs

Does it come with a management platform?

Only the 200GB Pooled Europe comes with a management platform. Here you will be able to monitor and customize your SIMs. The other products are un-managed solutions.

What are the frequencies that are offered?

On all products, we offer 2G/3G/4G and 5G. You will have limitations in some countries such as the Netherlands on 2G/3G as they are phasing out these frequencies.

What is the minimum contract term?

For all our services we require a minimum contract term of 6-months. After the 6-months is a month to month basis and can be canceled at any time.

What happens after the bundle is reached?

This differs per product.

For the 200GB product, you have an overage of € 3,50 perused GB. Or you can increase your bundle size before the end of the month. Increasing your bundle will mean that the next month the bundle will be bigger. It takes 1-month before you can reduce the bundle size.

The 400 and 750GB product has no overage. This is a monthly bundle that you receive.

Do you have multiple providers per country?

The products we offer have a range of two Europe roaming products and one local.

The 400GB and 200GB products have multi-provider coverage. Whereas the 750GB product only works on T-Mobile and is only to be used in the Netherlands.

Emergency Internet

How does it work?

You will receive an LTE modem including a SIM card. And we ensure that everything is set up before we send it. Once received you just plug it in, and after it's started up, simply connect to the Wi-Fi network, and you are set.

 

Where can I use it?

Our emergency internet service can be used within the whole of the EU. And is often delivered within a few business days.

What is the speed that I can expect?

You will have the choice of an LTE or a 5G modem. The speeds differ on the location, but we supply a top-of-the-line router, to ensure the maximum amount of bandwidth.

What plan are available?

We have two different models. We have the rental model; this is meant if you have a short-timed project, or need to supply wi-fi for a temporary housing project, and need wi-fi for a short period of time.

Then we have a buy option; here you will receive a router with a prepaid data SIM as a backup. This SIM comes prepped with 2GB on it and can be refilled at any moment. The bundle that is on it is valid for 1-year and can be kept by refilling the SIM at least once a year. The SIM that comes with it never expires. And you can ensure smooth connectivity by turning on auto-refill.

Platform

Can I use your platform if I don't have a direct agreement with a carrier?

Droam has an extensive portfolio of Tier-1 carriers and MVNO’s around the globe and can provide a first-hand introduction to the carrier that suits your needs the most.

I am reselling SIM cards from third party providers. How will my revenues increase if I switch to your platform?

1. You should expect benefiting from ongoing refills 12-36 months after your product is sold. Those usually gross an additional 100% to 300% of the retail cost.
2. You will benefit from unsold data – on average only 70% of a data bundle is consumed.
3. You will save time with automated calculation, billing, and invoicing of your customers. Altogether, you should expect 500% to 700% growth in sales only by switching from a third-party SIM to your own prepaid product.

How do I make money on unused data on my SIM cards ?

On average, only 70% of a data bundle is actually consumed, leaving 30% to the seller to sell to other customers. For example, you buy 1MB for $0.01 (equal to 1GB for $10) and sell a bundle of 1GB for $15. Your profit per SIM will be $8 and not $5, as only 70% of the bundle is consumed, the cost to you is $7 as opposed to $10.

What credentials are required from my carrier in order to onboard onto the platform?

We only require the API login credentials from your carrier.

Can I connect third party software to your platform?

Yes, the DROAM RESTful API offers a simple, secure, and effective way to control your products.

I work with multiple carriers, can I manage all of them with the Droam platform?

Yes, the Droam platform supports integration and product making with multiple carriers simultaneously.

Satellite Connectivity

What is Starlink Maritime?

Starlink Maritime delivers high-speed, low-latency internet with up to 220 Mbps download while at sea. From merchant vessels to oil rigs to premium yachts, Starlink Maritime allows you to connect from some of the most remote waters across the world.

 

What speed does Starlink offer?

 

Can I pause the subscription?

 

Does Starlink work in the ocean?

 

What comes in the Starlink maritime kit?

The Starlink Kit arrives with everything you need to get online in minutes.

Can I connect Starlink to my existing hardware?

 

Platform Release Notes

End User searchable dropdown list

What's new: A new searchable drop-down list can help users to find desired end users faster by typing only the first couple of letters.

To use: Enter the first three letters of the end user's email and get a list of all emails starting with those letters.

The “Status” field when Swapping the SIM

What's new:A new feature to set the status of the replaced SIM during the 'Swap SIM' action.

To use: When performing the “Swap SIM” action, establish the status for the replaced SIM card.

Pool dashboard for Companies

What's new: Companies can see the information about their pool usage. 

To use: In the "Dashboard" tab, companies can find the pools and their usage. Here, they can also adjust the billing period and view past usage by the pool.

Labels and rules unassigning after deleting

To use: The labels and rules will be unassigned after deleting.

Combining SIMs into one tab

What's new: On the navigation panel the SIM tabs "All", Prepaid", "Postpaid" will be combined  into one under the name "SIMs". From now on, all your SIM cards will be in one table. You don't need to switch between the tabs anymore, which will speed up your work and help you navigate better. When required, you will be able to filter the unified table by SIM Type: “Prepaid, Postpaid, Inventory (no plan)”.

To use: Go to the SIM card tab and perform the operations you need.

Editing labels

What's new:  Edit the labels (Only account owner)

To use: You can open the edit functionality by making the bulk operation to add a label.

Manual creation of pre-bills

What's new: Create customized pre-bills yourself. Add the items you need, their quantity, SKU (if such an element is linked to the invoicing system), and price. Send them immediately after creation or save them in the system.

To use: Go to tab pre-bill, find the plus icon in the usual place, and create a new pre-bill. You can approve the manual pre-bill to generate it in your invoicing software.

Restore pre-bills

What's new: Restore your pre-bills if it's needed. If you accidentally archived pre-bills you can restore one or many pre-bills using the bulk action.

To use: Select pre-bills with archived status. Open the details side-sheet and select the action "Restore" in the action menu. If you want to restore a few pre-bills select pre-bills and restore using the bulk action.

Billing details for account balance

What's new: View the history of the movement of your funds on the account balance. Get information about the account status at the beginning and end of the selected period

To use: Go to the settings page. Find the section called "Other". In this section, there will be a "Balance Details" button. Click on it to view or export data from your account balance billing detail.

SKU as a list

What's new: Connecting elements on the platform and the invoicing system has become easier. Find the item number from the drop-down list

To use: Select the appropriate item SKU from the drop-down list when combining items for automatic and correct invoicing.

Account Balance update

What's new: The balance is updated in real-time

To use: View in real-time top-up or withdrawal of funds on your balance while using the platform.

Account Balance for Prepaid Plans

What's new: From now on, Companies and End Users can have an account balance on the platform to be used with their prepaid products. Charges for refills are withdrawn in real time from the available balance - if the balance is available. Organizations can use this feature if their business customer (Company) doesn’t have a credit card on file; Companies can use this feature if they want to limit their end-users/employees with the amount of available refills.

To use: To activate the account balance for a Company, as Organization click on a selected Company, a detail side sheet will open. Check General tab → Account Balance → switch to “ON”. The same can be done for the End User, but keep in mind that an End User cannot use this feature if the balance feature is not enabled for the parent Company.

To manually refill the balance for a company, as Organization click on a selected Company, a detail side sheet will open. Click on “Magic Button” → Refill Balance. Negative refill (deduction) is also available.

Select who controls prepaid SIM refills - Company or its End User

What's new: Companies can disable refills for its users and control those by themselves. Use it if your end users are your employees and you want to stay in control over the employee refills.

To use: When creating a new End User, select who will manage payments. You can always change this later in the End User setup page.

Finance Tab in the Company (work with pre-bill)

What's new: We have added new functionality for easily working with pre-bills. You can turn on the ability to automatically generate the monthly pre-bill. You can see additional features: Identifier for connecting the Company to the Invoicing System, Document type that will be created as Draft or Invoice (by default every company has the Draft document type), Automatic approval. This means that a pre-bill will be generated and automatically sent to the Invoicing System. Note by default, with the ability to edit it in the pre-bill, Adding the recurring fee which will be added to all next pre-bills.

To use: For managing this functionality you should select the company, open the information about it, and find the "Finance" tab. Set the default settings that you want. You can always change it in this tab.

Bulk action for Approve pre-bill

What's new: Approve previous invoices faster with balk actions. The system will send the Invoicing System the document type that the company has by default in the settings of the "Finance" tab.

To use: Select pre-bills that you want to approve and use bulk action to make this approval. Please pay attention that the document type that will be sent to the Invoice System depends on the default document type that the company has.

Billing period filter for the Pre-bills

What's new: New filter by billing period.

To use: Go to the filter icon and select a filter by billing period. Select the period you want and submit your selection.

Mini panel for Pre-bills

What's new: Get general information about your pre-bills in the mini-panel

To use: Go to Billing > Pre-bill, you can see the mini-panel as usual on the top side of the page.

Monthly usage for pools

What's new: See monthly pool usage by year

To use: Go to the pool, select needed open the "Usage" tab, and see the information about pool usage by month. You can select the year to see usage by another year.

New filters for rule

What's new: Filter rules by triggers and conditions.

To use: Go to Automation > Rules, open filter, select trigger or condition dropdown, select needed option, and submit your choice

Tooltip for SIM statuses

What's new:  Tooltips added to statuses in a table

To use: Move the mouse cursor to the status dot in the table. The tooltip with the status name will appear in a second.

Delete plans

What's new: Delete plans that are no longer needed or created with wrongful information. Important: only plans that don't have assigned SIMs can be deleted.

To use: Open the plan you want to delete. Open the action menu and select the Delete action. You will get a confirmation popup. If the plan has assigned SIM cards - you will need to assign them to another plan.

Change company owner

What's new: Changing the owner of a company

To use: Go to the Staff page and select the name of the employee from the table that you want to make an owner. Click on this staff, in the pop-up window that opens, click on the action menu and select the action "Set Owner".


Filter by multiple selections

What's new: Select multiple items in a filter

To use: Open a filter, click on the item you want to filter by and check multiple items from the open list. Filter by clicking on the Submit button.


AI based module to detect abnormal SIM Usage

What's new: Monitor abnormal data usage, using the AI tool. In the case of unexpected usage pattern, the notification bar and rules will promptly notify you.

To use: Get a notification about abnormal data usage at the top of the navigation panel and check the difference between the expected usage and the current one. Create rules to receive such alerts automatically to a designated email address.

  • Please contact your account manager to activate this module for you.

Work with VAT prices in the Prepaid plans

What's new: Pricing that includes VAT became clearer. You can see pricing including and excluding VAT now.

To use: Select the option "Collect VAT" and type your VAT as a percentage. Type the prices inclusive of VAT and instantly see the prices exclusive of VAT.

Copy permissions from existing staff

What's new: Copy permissions from other members of your team. Add new exclusive permissions to existing ones and save your time.

To use: Go to the permission tab on the sidebar. Select "Copy from" and opt for the staff whose permissions you want to copy. Save your changes.

Side sheets editing (postpaid plan, pools, rule, prepaid plan)

What's new: Edit information about Plans, Pool, and Rules on the side sheet pop up in a new way. Edit it faster and more conveniently. This is not the final list of editing changes. There will be more in the next updates.

To use: Open a side sheet that needs to be edited. Click on the field that needs to be changed, write the new information, and save the changes.

Cc’ing End User and/or Company about a rule execution

What's new: You can CC a company with a rule notification that you created for yourself.

To use: Within the process of creating the rules, select the new option "Email Company". The rule will be emailed to the Company Owner or other members of staff that the Company selected.

Possibility to select more than one “Company” in the Report

What's new: Make a report for several companies at one time.

To use: Go to the "Report" tab. Select the needed companies and make a report.

SIMs with zero usage are included in the report

What's new: Make a report with all SIMs of that period. No matter whether SIMs were used or not.

To use: Create the report as you always do. Go to the “Report” tab, select the needed one, customize, and get an overview of your selections.

Quick filter by the mini panel

What's new: Filtration is faster. Get information about relevant items using a quick filter on the mini panel.

To use: Click on the mini dashboard row in the information that is interesting. Get quick filtration on selected items.

Replace plan from bulk

What's new: Change your SIM plan using the group action menu. By using this feature, you can save time.

To use: Select the SIM cards that require a plan change, using the bulk plan change action, perform the action. Select the new plan you need. Wait for the platform to perform this replacement.

Export SIMs

What's new: Export SIM card information using a bulk action.

To use: Select the SIM cards you want to export. Go to the bulk actions menu and select the “Export option”. Here you can select the information to be exported.

Prepaid plan editing

What's new: Edit your prepaid plan. Updating plans gives you the flexibility tob take advantage of market opportunities.

To use: Go to Plan>Prepaid and select Plan for editing. Place the correct information. The platform will automatically update all SIMs with this plan.

Default tags and labels

What's new: Add default rules and labels when creating postpaid plans. Rules and labels are automatically assigned to the SIM cards with this plan. You can add these plan rules and labels by default when creating products.

To use: Default rules and labels are available when creating a plan. This is optional and you can choose whether to add rules and labels or ignore this section.  It is up to you.

Filter by plan type (postpaid plans)

What's new: Filter postpaid SIMs by plan type.

To use: Go to the filter on the Plan>Postpaid tab. Click on the filter and select the plan type you want (Monthly Package, Pay As You Go, Unlimited, Dynamic Pool, Static Pool) Get filtered information based on the selected plan type.

Background actions process

What's new: Background processes will run automatically eliminating the need to refresh.

To use: Perform any of the available actions inside the left sheet, without refreshing.

Forms (Feedback Bug report, new order)

What's new: Collect feedback, report bugs and receive new orders from your customers without leaving the platform.

To use: Find the new feature in Settings” > “Forms”. Create a questionnaire in Google forms and add the link to the platform. You can add one or all three forms it's up to you. Your customers will see a question icon when you add a form.

Finance tab

What's new: Now you can:

  • Synchronize customer information between the invoicing software and the platform using the identifier.
  • Set up supplementary recurring charges, which will be included in the pre-bill for the upcoming billing cycle.
  • Enable automatic pre-bill approval!

To use: Navigate to the "Company" tab and choose the specific company to input the identifier, configure the recurring fees, and activate automatic pre-bill generation.”

Rule creation of different types

What's new: Now you can create new rules for postpaid, prepaid, and pools, with rules.

To use: Navigate to "Automation" > "Rule" in the menu. Click 'Create’ and specify the rule type you wish to establish. You can include existing rules when creating prepaid, postpaid, or pool rules.

Change Plan in the Postpaid Product

What's new: You can now switch postpaid product plans for a SIM card without losing any usage data.

To use: This new feature is available in the action menu as “Change Plan”.