FREQUENTLY ASKED QUESTIONS

Please find the answers of the most common questions about Arqia:

GENERAL QUESTIONS

1. I HAVE ACQUIRED THE PLAN FOR MY COMPANY, HOW CAN I FOLLOW UP THE ORDER STATUS?

Order information is available from your Account Manager or through the Customer Service at 0800 887 1599.

2. HOW CAN I MANAGE AND MONITOR DATA USAGE OF MY COMPANY'S ACCESSES?

After hiring our service, you will receive by email the information to login to the Management Platform, where you will be able to manage your SIM Cards and take actions such as ordering additional services, activating your cards, suspending and resetting lines.
The access link for the Management Platform is: http://plataformadegestao.arqia.com.br/.

To check online traffic data and access status (active, suspended or cancelled) the company administrator must access the link http://platformdeconsumo.arqia.com.br/. The login and password will also be send by email after hiring ARQIA’s services.

If you have forgotten your login of any of the platforms, please contact our Call Center on 0800 887 1599.

3. HOW CAN I REQUEST THE SUSPENSION / BLOCKING OF MY COMPANY'S LINES?

Suspension and blocking can be requested through the Management Platform, or by sending an e-mail to atendimento@arqia.com.br.

4. HOW CAN I ORDER NEW LINES FOR MY COMPANY?

Requests for new lines can be made directly through your ARQIA Account Manager. If you don’t remember your contact person, orders can be done through the Call Center or via chat on the website. Call center: 0800 887 1599

5. CAN I CHANGE MY PLAN AT ANY TIME?

Yes, you can change your plan if choosing from the same family of services. If you want to switch to a plan from a different family of services, you must also change your SIM card. It is important to consult your Account manager to verify the current contract and its permanence rules.

FINANCIAL / COMMERCIAL QUESTIONS

1. WHEN WILL I RECEIVE MY FIRST BILL AFTER ACQUIRING ARQIA SIM CARDS?

The monthly fee is charged within the billing cycle, from the first to the last day of the month. If the SIM Card is activated on a date other than the first day of the month, there will be a proportional charge corresponding to the days of the month it was actually active (pro-rata). The monthly boleto (payment slips) and invoices are sent via e-mail, according to the date and e-mail filled in the Adhesion Term.

2. HOW IS MY MONTHLY CHARGE CALCULATED?

The monthly charge is calculated on a monthly basis(from the first to the last day of the previous month).

3. CAN I SHARE THE DATA ALLOWANCE HIRED ACROSS MY ARQIA SIM CARDS?

ARQIA SIM Cards can be set to a share mode, that is, the total data allowance hired can be shared across all SIM Cards of the account. Share mode is not available for Pay As You Go plans.
To calculate the total data allowance for a shared account you must simply calculate the sum of all data allowance of all your SIM cards.

Example: You’ve hired 10 Standard M2M lines of 10 MB and 05 Standard M2M lines of 5MB. The total balance available to share across the lines will be 125 MB.

Note: For the data allowance to be shared, they must have the same technology. Example: Standard M2M lines can only be shared with other Standard M2M lines.

4. IS THERE ANY ADDITIONAL CHARGE AFTER ACHIEVING MY DATA LIMITED?

For Shared Standard M2M plans, there is an option of using extra MB.

If you have chosen this option, after reaching the data limit of the shared account, exceeding consumption is extra charged.

For the other ARQIA Connect 4.0 plans and broadband plans, data traffic is discontinued after reaching data limit.

5. IF I DO NOT USE ALL THE DATA LIMIT IN A MONTH, CAN I USE THE REMAINING DATA IN THE NEXT MONTH?

Data limited is renewed within a monthly cycle, therefore it is not possible to use remaining balance from previous months.

6. CAN I USE A M2M SIM CARD TO DOWNLOAD INTERNET CONTENT?

ARQIA offers solutions for two segments of data use: M2M and Broadband

M2M (Machine-to-Machine) solution offered by ARQIA is designed to connect machines and devices to the internet without the need for human intervention, ideal for low data usages. With this solution, it is possible to automate, optimize and streamline processes that involve data treatment and collection.
ARQIA broadband SIM Cards, in its turn provide internet connection for high-speed navigation, with 4G coverage plans throughout Brazil. With this service it is possible to use mobile internet on tablets, routers, cell phones and other devices. It is also possible to use streaming applications, GPS, among others.

7. HOW ARE SMSs CHARGED?

SMS are charged individually, that is, for each SMS sent. The calculation is done monthly.

8. HOW DO I REQUEST A COPY OF MY INVOICE? DO I PAY TO REISSUE MY INVOICE?

A copy of the invoice or boleto (bank slip) can be requested through the Call Center or following the step-by-step link: https://arqia.com.br/2a-via-de-boleto/.

This service is free and the bank slip will be sent by email to the customer.

9. I HAVE ALREADY PAID MY INVOICE, BUT MY LINE IS SUSPENDED. WHAT DO I DO TO REACTIVATE IT?

The period for reactivating your line is up to 24 working hours after the bank credit is identified. In case it is taking more than 24 working hours after the payment has been processed, please contact our Call Center: 0800 887 1599 / atendimento@arqia.com.br.

10. HOW DO I CHANGE MY INVOICE DUE DATE?

The request to change the due date can be made once a month through the Call Center. Call center: 0800 887 159

11. HOW DO I PAY MY INVOICE?

The boleto (bank slip) can be paid at any bank until the due date. After the invoice due date, you will need to contact our relationship center to request a new bank slip. Your company can pay the expired boleto (bank slip) only at the issuing bank. Call center: 0800 887 159.

12. CAN I CANCEL MY LINES AT ANY TIME?

Yes, ARQIA wants the loyalty of its customers by offering the best quality in its services and does not charge any fee for customers who wants to cancel their lines. The exceptions are for customers who receive additional benefits (discount on plans, discount on handsets) and have signed the Permanence Contract to the Personal Mobile service.

13. WHEN I IAM IN ROAMING (IN ANOTHER DDD), HOW MY DATA USAGE IS CHARGED?

The use of data has a single price regardless of where you are in Brazil. There are no extra charges if you travel outside your home state.

TECHNICAL OCCURRENCES

The connection across SIM Card and the device can fail for several reasons. In order to make it easier to identify failures and correct them, we have listed below the main problems that can cause connection failure.

1. APN CONFIGURATION

For SIM cards to be able to connect normally on a data network, they must be correctly configured with the name of ARQIA APN (Access Point Name or Access Point Name). When a SIM Card finds a network, but cannot send and receive data, the APN configuration is probably incorrect.

If you have questions about how to configure the APN, visit https://arqia.com.br/configuracao-de-apn/ or contact our Customer Service Team.

2. DATA PACKAGE CUT OFF/ INSUFFICIENT DATA PACKAGE

When the hired data limit is reached, data traffic is discontinued. From that moment on, the SIM Card will no longer be able to access the network until the allowance is renewed.

At ARQIA you can manage the consumption of your SIM Cards through the Consumption Platform. Thus, you will be able to measure whether the hired allowance is sufficient to meet your needs, or whether a plan upgrade may be needed.

If you need an upgrade, you can contact your Account Manager. You can pre-authorize an upgrade of your data package at the time of filling out the Term of Adhesion. In this case, to upgrade your data limit, just contact our Service Team.

3. SIM CARD NOT INSTALLED PROPERLY

If your SIM CARD is incorrectly positioned on the equipment, it is likely that you will not be able to connect to a network. Therefore, it is important to ensure that the metallic part of the SIM Card is correctly positioned in relation to the electronic component of your equipment.

4. DAMAGED SIM CARD

If your SIM Card is damaged, you will not be able to connect to a network. SIM cards can be damaged due to handling, or can have its metal structures damaged, especially in case of SIM cards used in M2M applications, such as trackers, which are subjected to high temperatures.

If your SIM Card has been damaged, contact our Customer Service Team.

5. DISCONNECTING THE EQUIPMENT / DEVICE

In equipment that is in motion, it is common for the SIM Card to lose communication with the antenna when traveling through shadow areas. Usually in these cases, after the equipment re-enters a covered area, traffic is automatically restored. However, when not, it is necessary to reset the lines.

At ARQIA you can perform the reset quickly and easily through the Management Platform. Just access “Linhas” in our menu and choose the Reset Lines option.

6. PARTIAL NETWORK SIGNAL

If the operator’s network signal is insufficient in the location where the device is located, it is likely that the connection will not be established or become unstable. In such cases, you can try to improve the signal reception by repositioning your device, preferably outdoors and away from metallic materials and appliances.

For locations where the coverage of the ARQIA Primary Network is insufficient, we offer an exclusive Technology called Connect 4.0. With it, your SIM Cards will be able to connect to a Secondary Network, that is, to other operators’ available network in your region.

7. WHAT SHOULD I DO WHEN NETWORK SIGN IS LOST?

Network signal loss occurs due to temporary unavailability of coverage.

If the SIM Card is in a location where you usually have network availability, contact the Call Center so that the problem can be investigated.
Call center: 0800 887 159

8. PROBLEMS IN THE DEVICE

If your device has an operating system failure, it is likely that it will lose communication with the SIM Card.

In case your device crashes and loses the data connection, we recommend that the device be physically reset. This will cause the operating system to restart and scan the network again.

QUESTIONS ABOUT CONNECT 4.0

1. WHAT IS CONNECT 4.0 PLAN?

Connect 4.0 is an innovative and unique solution on the market exclusively for devices using M2M technology. It provides optimization of time and costs. With ARQIA’s exclusive technology, we offer your company greater network signal availability and better coverage throughout Brazil. You can also opt for plans with coverage in more than 30 countries around the world at no additional cost.

2. WHY CHOOSING CONNECT 4.0?

This plan has the best cost benefit and focuses on markets that need mobility and connection security. This plan also has OTA (over-the-air) technology that allows remote configurations on the lines. In addition to all the benefits, we offer two options of Connect 4.0 plans:

Individual data allowances plan: with a fixed monthly fee and with no additional charge for exceeding data, it offers your company guarantee of cost control.
Dynamic Shared plan: this plan offers the possibility of sharing all individuals data allowance across SIM Cards, ensuring the best use of the megabytes hired.

3. WHAT ARE THE MAIN BENEFITS OF THE PLAN FOR MY COMPANY?

Better coverage;
High connectivity:
More security and control;
Management Platform (activation and control);
OTA (over-the-air) technology
Robust SIM Card;
Wide variety of plans ranging from 2MB to 100MB;
Exclusive and technical service;International roaming in over 30 countries at no extra cost;
Option to share data across SIM Cards.

4. HOW DO I HIRE CONNECT 4.0 PLANS?

To be an ARQIA customer contact our Sales Call Center at 0800 887 1599, or through our sales chat on the website and speak with an online consultant. See the plan options available at: https://arqia.com.br/connect-4.0/

5. CAN I USE SMS WITH CONNECT 4.0?

Yes, SMS service is available for all Connect 4.0 plans, both for national and International Roaming plans.

6. I ALREADY HAVE AN M2M PLAN (SHARED, INDIVIDUAL OR PAY AS YOU GO), BUT I WOULD LIKE TO CHANGE IT TO CONNECT 4.0. WHAT SHOULD I DO?

To migrate to this plan please request it to your Account Manager. It is also necessary to have your SIM card exchanged to a new one to migrate to any Connect 4.0 plan, including Dynamic Sharing. Contact us through our Call Center at 10542 or at 0800 887 1599.

7. CAN I USE THIS SERVICE ABROAD?

Yes, with this plan it is possible to use the International Roaming service in many countries, as detailed in https://arqia.com.br/connect-4.0/. International Roaming is already included in the monthly fee of your plan.

8. WHAT PAYMENT METHODS ARE AVAILABLE FOR CONNECT 4.0?

The payment is made through boleto (payment slip). The invoice is sent via regular mail or via e-mail depending on the customer’s choice at the time of signing the Adhesion term.