Solis Zero Frequently Asked Questions

1. I am not at my destination, can I test my Solis Zero before leaving?

We advise you to test Solis Zero once you arrive at your destination. Solis Zero might activate in your home country and start deducing your credit validity period.

2. My Solis Zero is not working, what can I do?

• Make sure you have data roaming authorized on your phone. To do this, go to your phone's settings.
  • If you have an iPhone: Settings > Mobile data > Mobile data options > Activate data roaming.
  • If you have an Android: Settings > SIM card and mobile data > Select SIM card > Activate data roaming.
• Make sure your phone is unlocked.
  • If you have an iPhone, you can check this in your settings: Settings > General > About > Check that there are no SIM restrictions in the Network Provider Lock section.
  • If you have an Android, contact your carrier.
  • Check that the APN settings are correct. Normally, the APN should be configured automatically. However, if that’s not the case, you can manually configure:
    • Username: Orange
    • Password: Orange

3. My Solis Zero is connected to a network but I cannot access the internet?

If you are unable to access the Internet, check that the APN settings are correct, as follows:

Access point name (or APN):

• Username: orange
• Password: orange

4. My Solis Zero expired, is it possible to reactivate?

No, you cannot reactivate your Solis Zero. Your Solis Zero has expired because:

1. you have used all your credit or 
2. the validity date of the plan has expired.

You will need to purchase a new Solis Zero to connect online again.

5. Can I use Solis Zero with a locked mobile device?

No, unfortunately this is not possible, as some devices supplied by operators are locked by default. Please contact your operator to confirm that your phone is unlocked. If not, you won't be able to use your Solis Zero.

6. Can I store my data (e.g. my contacts) on my Solis Zero?

Unfortunately, Solis Zero doesn't allow you to store your contacts information. These information can be stored on the phone memory or a memory card.

7. Why is my Solis Zero network slow?

The speed of the mobile network can depend on several factors:

• Network coverage: The quality of network coverage in a given area can affect the connection speed. If you are in an area with weak or unstable coverage, it can result in slower connection speeds.
• Network congestion: When many users connect simultaneously to the same antenna, it can lead to network congestion and a decrease in connection speed.
• Distance from the antenna: The farther you are from your operator's antenna, the weaker the signal can be.
• Physical obstacles: Buildings, trees, and other physical obstacles can block or weaken the signal.
• Network capabilities and technology used: The speed of the mobile network can vary depending on the type of network (2G, 3G, 4G, 5G) and the technology used by your operator. Newer networks like 4G and 5G generally offer faster speeds than older networks.
• The quality of your device, software updates, and background applications: Some older or less powerful devices may be limited in their ability to process data quickly. Additionally, devices that have not been updated with the latest operating system versions may encounter compatibility issues with modern mobile networks. Make sure to keep your device updated and close unnecessary applications to improve network performance.

8. Can I use my Solis Zero as a hotspot?

Yes, the data tethering is allowed. You can share your data connection between several devices. Go to “Settings” and activate your 'Personal Hotspot'. There is no usage limitation.

9. How long is the QR code on the confirmation email valid for?

The QR code sent will not expire until it has been scanned/loaded.

10. Can I delete my Solis Zero and download it again?

You can only download your Solis Zero once. Please note you won’t be able to download it again if you delete it nor if you uninstall it. Customer service will not be able to provide you with a new QR code.

If you deleted/uninstalled your Solis Zero, you will need to purchase a new one to connect again.

11. What should the APN settings be?

The APN should configure automatically. If you need to setup the APN manually, you can use the following info:

• Access Point Name (or APN): orange
• Username: orange
• Password: orange

12. I purchased Solis Zero, how long will the code/QR code be valid for?

The activation code or QR code sent will not expire until it has been scanned/loaded.

13. Does Solis Zero connect to 4G or 5G network?

Solis Zero only connects to 4G network.

14. Is there Fair Usage Policy or throttling?

No, there is no throttling or Fair Usage Policy with Solis Zero.

15. How can I top-up more data on my existing Solis Zero?

There is not top up capabilities. You will need to purchase a new Solis Zero to extend the service.

16. When will my Solis Zero activate?

The service is automatically activated once the user connects to the selected country. Please refer to coverage list to view supported countries.

17. Does my mobile device have to be unlocked?

• Yes, user’s mobile device must be unlocked in order to use Solis Zero. If the user’s mobile device is locked, it’s recommended to contact user’s carrier or mobile device provider to unlock the device.
• An unlocked device is not restricted to a specific carrier, allowing users to connect to different networks. If a device is locked to a specific carrier, the user cannot user Solis Zero until it’s unlocked.

18. Can I turn off Solis Zero

Yes, you can. Solis Zero will typically be displayed as a secondary line on your device, and you can enable or disable it in your smartphone settings. This allows you to manage your data usage and connectivity preferences as needed.

19. Can I make a phone call with Solis Zero?

Solis Zero is data-only, you won’t have a traditional phone number for calling or texting. However, you can use internet-based calling apps such as WhatsApp, FaceTime, or Skype to make calls and send messages without incurring roaming charges.

20. Can I use physical SIM and Solis Zero simultaneously?

Absolutely! You don't need to remove your phone's SIM card to use Solis Zero simultaneously. With Dual SIM technology, you can use both together. 

21. If my phone is on Airplane mode, can I use Solis Zero?

No, you cannot use Solis Zero when your phone is on Airplane mode. Solis Zero requires cellular connection.

22. Can I get a refund for data that I haven’t used?

Unfortunately, refunds are not eligible for any unused data. All data plan purchase are final.

23. I lost my device, can I transfer my existing Solis Zero to a new device?

Once you activate your Solis Zero, you will not be able to transfer your Solis Zero to another device. If you lose a device with an active Solis Zero, you'll need to purchase a new Solis Zero for another device.

24. Can I share my Solis Zero with other devices?

You will not be able to share Solis Zero with other devices. Each device that needs to connect online will need a new Solis Zero profile.