We’re upgrading our BlueCosmo website and account experience. Below are answers to the most common questions about what’s changing, how your account is affected, and what (if anything) you need to do.
Contents
- What is changing?
- When is the new site launching?
- Accounts and Login
- Orders, History, and Invoices
- Payments and Checkout
- Taxes
- Products and Services
- My Account and Self-Service
- Activations
- Migration and Downtime
What is changing?
We are launching a new BlueCosmo website on a modern e‑commerce platform. This new platform provides:
- Faster checkout
- Clearer pricing
- Improved fraud prevention
- A more consistent experience across hardware, prepaid, postpaid services, and rentals.
When is the new site launching?
The new BlueCosmo website launches on March 4, 2026.
Accounts and Login
Will my account be moved to the new website?
Most active BlueCosmo customers will be migrated automatically.
Inactive or legacy accounts that no longer meet our activity criteria were cleaned up in advance and will not be migrated.
Do I need to create a new account?
No.
If your account is migrated, you'll use your existing login email address. The first time that you sign in, you’ll be prompted to reset your password.
Why do I need to reset my password?
For security reasons, passwords cannot be migrated or transferred between platforms. Resetting your password ensures your account remains protected.
I didn’t have a login before — Will I have one now?
In some cases, yes.
If you previously managed services without a website login, a login may be created using your primary billing email. This allows you to access the new self-service tools.
Can I change my login email address?
Yes. You can now update your login email in My Account.
- Individual customers: Updating your login email also updates where billing and service emails are sent.
- Business customers: Updating your login email changes login and order emails only. Billing emails remain unchanged.
Orders, History, and Invoices
Will I see my past orders on the new site?
You will not see historical web orders from the old site. However, your invoices and billing history will still be available.
Why are order numbers different?
Order numbers now use a new format (e.g., ORDER-12345) to align with the new platform.
Can I still pay outstanding balances?
Yes.
Customers with outstanding balances will retain access to log in and make payments.
I have multiple billing accounts — Can I see them all with one login?
No. Going forward, each billing account requires its own unique login email.
If you do not provide a unique email for an account, invoices will be sent by email, and online ordering will be disabled for that account.
Payments and Checkout
Will my saved credit card be available on the new site?
Previously used credit cards will not appear on the new site.
Any credit cards added on the new site will be available for future orders.
Can I use a different card for an order without changing my service billing?
Yes.
- Hardware and prepaid purchases: You can use any credit card at checkout.
- Subscriptions: The first charge uses the card entered at checkout. Ongoing charges continue on your existing billing card unless you update it in My Account.
Is PayPal still supported?
PayPal is available for:
- Hardware purchases
- Prepaid products
PayPal is not available for:
- Postpaid subscriptions
- Rentals
Recurring billing and security requirements prevent PayPal from being used for subscription services.
Why was my shopping cart cleared?
Items in your cart from the old website cannot be transferred to the new platform.
Taxes
How are taxes calculated now?
- Hardware and first‑time service charges are taxed based on the shipping address.
- Ongoing service invoices are taxed based on the billing address.
Is USF charged at checkout?
USF (Universal Service Fund) is not charged for:
- The first month or year of postpaid service
- The first rental billing period
USF appears on subsequent invoices where applicable.
Products and Services
Are any products discontinued?
Yes.
BGAN and Iridium GO! Exec devices and services are fully discontinued and no longer available.
Have prepaid products changed?
Prepaid refills are now organized under a single product page per category with multiple refill options.
Each page clearly explains activation and refill rules.
Have rentals changed?
Yes.
Rentals are now:
- Weekly‑rated subscriptions
- One rental per checkout
- First week billed at checkout
My Account and Self-Service
What can I manage in My Account now?
You can manage the following services:
- Activations
- Prepaid refills and auto‑refill
- Reactivations
- Payment method updates
- Balance payments
- Orders and invoices
Why does My Account look different?
The new design simplifies navigation and groups related information, such as billing, payments, and addresses.
Additional mobile optimizations will be released after launch.
Activations
Do I need a login to activate the service?
Yes.
You must create a new account or sign in to your existing account before activating.
Why do I need to enter my SIM card number (ICCID) manually?
To ensure accurate activation across systems, you must enter your SIM card number (ICCID) directly instead of selecting it from a list.
Migration and Downtime
Will the website be down during migration?
Yes.
There will be a temporary outage during cutover. The outage is expected to last two to four hours.
Will I be notified when the migration is complete?
Yes.
You’ll receive an email confirming the new site is live, along with instructions for accessing your account.
What happens to orders placed just before launch?
Orders placed before migration will be processed normally. You’ll receive email updates, but they may not appear in My Account.
Need Help?
If you have questions or need assistance after launch, our Customer Support team is ready to help.
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