FAQ & Support

How can I change the email address from my account?

Management of your account is centralized on the id.sigfox.com service. Log in to this site, then click the "Change email" link to enter your new contact information. Your change will apply to Sigfox Build, Sigfox Partner Network, and Sigfox Buy.

How can I submit a payment on Sigfox Build?

Sigfox Build allows you to pay for Sigfox Certifications, and the Sigfox Protocol Library.

To better understand the process to follow, please read this page: How to pay on Sigfox Build?

What are Radio Configurations (RCs)?

Sigfox has a global coverage network, operating in unlicensed bands worldwide. Due to local regulations, laws or other operating constraints, the network configuration can differ from one country to the other. 

Sigfox Radio Configurations define the radio parameters in which the device shall operate: Sigfox operating frequencies, output power, spectrum access mechanism, throughput, coexistence with other radio technologies.

Learn more on the RC page. 

What are Sigfox Credentials?

To communicate on the Sigfox network, Sigfox Network Credentials need to be incorporated into the device. These credentials authenticate the device and ensure secure data transmission.

There are three credentials: ID, NAK (Network Access Key), and PAC (Porting Authorization Code).

Learn more on the Industrialization page.

Does Sigfox provide a geolocation feature?

The Sigfox Network does offer a Location feature, based on a calculation of the most probable location of the device. It is very cost-efficient and requires no additional hardware.

Learn more on the Location page.

How do I connect a device to my software platform?

Your device sends its data to the Sigfox Cloud, which in turn makes it available to your plaftorm through the Sigfox Backend, using either its REST API or callback methods.

Learn more on the Sigfox Cloud Integration page.

How can I publicly publish information about my product?

To promote your product to the whole Sigfox ecosystem, we have created Sigfox Partner Network, a free repository of partner companies and their products. Add your company page today!

What are the purposes of Sigfox certifications? How much do they cost?

Sigfox certifications allow the validation of product compliance with the required standards. They are mandatory  for devices intending to communicate on the Sigfox Network. 

Learn more on the Certification page.

What are "derived" and "similar" devices?

When starting the Sigfox Ready certification process, a device can be certified as a variant of an already-certified device. These variants can be:

• Derived: variations are solely made to support one or several additional RCs, 
• Similar: variations do not affect the device's RF communication part, 
• Upgrade: Major changes have been applied while keeping the same model name and same RC.

Learn more on the Sigfox Ready Certification page.

What should I do if my product has two different power supplies?

This would depend on the case:

• My product is sold with both power supply and has only one model name. In this case, you may apply for only one submission. It is the lower output power measured which will be used to classify the device.
• My product is sold with one or another power supply and has 2 model names. In this case, two submissions will be needed because the product will be sold as two different devices.

All configuration will be tested by the test house. The laboratory may provide results in one or two separate reports.

If my second power supply is a safe power supply, should I test it?

If a device has a backup battery, it doesn't need to be tested, only the general power supply needs to be tested. (E.g. Alarm clock)

What should I do if my battery is not powerful enough to perform testing?

You can try the following:

• Perform testing with CW but not in infinite loop. You need to define the time of pause and time of TX and see if the laboratory can make the measurement with a non-CW mode in continuous.
• Provide several batteries and change battery when it starts getting low.

Can I change the casing of my device if it has an external antenna linked by coaxial cable?

If the antenna is connected to the casing by a coaxial cable, the form of the mold may be changed assuming the following conditions are fulfilled:

• Same schematic board
• Same layout
• Same BOM
• Same Model Name
• Same Commercial name
• Same antenna reference

What does Sigfox Payload Encryption entail?

If the Product Certificate is created for an encrypted device, it will be usable only if your device supports the encryption. Be sure you really need it before selecting the encrypted payload.

Do I test twice my Modular Design if I'm using a Secure Element? 

Yes, RF & Protocol tests must be performed in both configurations, with and without Secure Element.

If both configurations are submitted together for certification, only one will be charged.

Will I get a unique Product Certificate for my Device using Secure Element?

No, you will get two Product Certificates, one with SE and one without SE. Only one submission will be charged if both configuration are submitted together for certification.

Radiated testing will only be performed once, Secure Element has no impact on radiated part.

Will I get a unique M certificate for my Modular Design using Secure Element?

No, you will get two M Certificate Numbers, one associated to the configuration with SE and the other one associated to the configuration without Secure Element.

My device has several external sensors connected by a wire, if I submit all my devices together, should I apply for several certifications?

No, if the sensor is external, you can apply for one certification with several model names. Once your certification is paid, contact the Certification team to give them all information about additional external sensors.

I want to apply for a variant (Derived, Similarity, ...) but my reference device has been certified before Build Process, how should I proceed?

Create a "new product" and then activate the option "This device is based on another Sigfox Ready device and I know  its Sigfox certification number. (P_certificate)". Here you can write the certification number of your reference Device and then apply for the submission needed.

I want to pay by wire transfer, what can I do to accelerate payment validation?

Before confirming the payment, you have the possibility to upload a proof of wire transaction. By doing this you can save up to 1 or 2 weeks.

Learn more on payment here.

What's the difference between a model name and a commercial name?

The model name of a device or modular design is the manufacturer reference, it must be unique.

The commercial name is the marketing name of your product.

E.g. For the Sens'it in RC1, the commercial name is "Sens'it 3" and the model name is "Sens'it 3.1".

Certification team asked me a question, I answered it, but I have no feedback, why?

When you have sent a message via chat window in Build, you need to be sure you clicked on the button "Submit" of your Dashboard to return the focus to the Certification Team. If "Submit" button hasn't been clicked, Certification Team may not have received your notification.

I have applied for a Full Approach certification, will I get a Sigfox Verified paper?

No, if you applied for a Full Approach certification, it means you won't reuse conducted part in another device, so you won't get a Sigfox Verified certificate.

May I perform myself RF & Protocol testing and Radiation testing for Sigfox Certification?

No, test reports need to be official and delivered by accredited test house. But your can perform RF & Protocol pre-testing by yourself with the SDR Dongle and RSA software which are downloadable on Build.

Where can I find more information about certification?

You can find all the information related to certification in the "Sigfox Certification Handbook" in Build.

May I change the mold matter of my device?

If you change the matter for another one totally different, you will need to apply for a new device or an upgrade certification.

What should I do when I get my Sigfox Ready Certificate?

First, you need to contact your operator to purchase your own connectivity. 

Then the local Operator will give you backend access and you will have your own group and privileged user access.

Finally, you will be eligible for support service desk and after request, you will have access to our Sigfox ticketing tool.

May I reuse a dev kit reference design to avoid Sigfox Verified?

No, dev kit is not a reference design, tests can't be reused.

My devkit is correctly registered on the Sigfox Backend, but I don't receive any message

There are a few things you can do:

• Check the state of your devkit's token: Go to Sigfox Backend and open the Device Information page. If the token is "Off Contract" and was recently registered, try restarting it by clicking on the "Restart" button on this same page.
• Verify the network coverage for both indoor and outdoor.
• Verify the antenna of your devkit is correctly connected.

Note that you can only benefit from the free 1-year connectivity if you registered your devkit through the Sigfox Buy platform. If you have directly registered the devkit on the Sigfox Backend by mistake, you won't benefit from that free connectivity. To reverse this, follow those steps:

• Write down the PAC (Porting Authorization Code) of your devkit. You can find it on the Device Information page.
• Delete your device from the Sigfox Backend.
• Once the device has been deleted (around 1-hour delay), register your devkit on Sigfox Buy using the previously retrieved PAC.

I have a "Could not find a DevKit matching your ID/PAC" issue when registering my devkit

There are a few things to know in this situation:

• The Activate platform only works for devkits and evaluation kits. For devices or prototypes based on modules, you will need to get a subscription from your local operator. You can buy a subscription from the Sigfox Buy website.
• Italy and Portugal are not supported yet on the Activate platform. If your devkit is in those countries, we suggest the you select France instead when registering. It will work the same, because roaming is completely transparent between countries
• If the devkit is already registered on the Sigfox Backend, activation will not work because a new PAC has been generated. Check if this devkit has been used in the past
• If none of these steps work, you should contact your devkit reseller.