Device FAQ

1. How does this device work?

To power on, hold down the power button. The display will indicate the device is on. Go to available wifi networks on your device. Choose the name of your device. The security key is located on the back of the device.

2. Is there a data usage limit? If so, What will happen if I exceed my data usage plan?

Based on your device, once the data usage limit has been reached the device will be automatically disconnected and restart on the next day. ( According to local time)

3. Will I need to charge the device?

Yes, We will fully charge your device before shipping. The device can be charged via the USB outlet or a wall outlet (AC charger and cable included). We have power banks avaliable for rental as well.

4. Pocket WiFi compensation?

Compensation fee (USD$)
Pocket WiFi $155
USB lead/cable $6
AC charger $6
The protection pouch $6
Late Return Fee $Daily rate

5. What should I do if my device wont connect?

If you have issues with your wifi device please contact us.
iVideo customer Support: | TEL : 1-856-602-2234 M-F 9AM - 4PM EST

General FAQ

1. How do I rent a device?

Create an account→Select device→Select Pick up point→Select rental date→Payment→Pick the wifi package.

2. Can I get the Pocket WiFi in my country before I arrive in the US?

We only ship to the US, Taiwan and Japan.

3. How can I get my invoice?

The invoice will be automatically generated and sent via email after check out.

4. What if my itinerary changed?

Please contact us as soon as possible.
iVideo customer Support: TEL: 1-856-602-2234 M-F 9AM - 4PM EST | Email:

5. Where will I have coverage of Europe WiFi?

Albania, Austria, Belgium, Bosnia, Bulgaria, Herzegovina Channel,Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Hungary, Islands, Italy, Iceland, Ireland, Latvia, Lithuania, Liechtenstein, Luxembourg, Malta, Monaco, Romania, Netherlands, Norway, Poland, Portugal, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, UK, Vatican City

6. Does it come with instructions?

Yes, an instruction manual is included with the pocket WiFi.

7. Can I pick up at a specific time?

The device will be delivered before you arrive. Please be notice the pick up time of your selected start date, it may vary depending on pick up points.

8. Can I cancel my order?

You may cancel your order SEVEN business days before your rental start date, no cancellatuion fee will be applied. If you device has shipped, You will not receive a refund of your order. If you have the device in your possession you must return it immediately.

9. Will my account be automatically refunded if I cancel my order?

We will give you the option upon cancelling your order. You will receive a full refund to your original form of payment or if you chose we can issue you store credit for future orders.

10. Can I extend my rental period?

Yes, contact us before your end date and we will apply your deposit to the balance.

11. Is there a deadline for when I can cancel my order?

Please contact us as soon as possible.
If your device has shipped, extra fees may apply. Please contact us via Facebook, Messenger or email. International phone calls will be at your own expense.

12. If I place an order but don’t pick it up, can I get my rental fee refunded?

Please contact us as soon as possible. If your device has shipped , extra fees may apply. Please contact us via Facebook, Messenger or email. International phone calls will be at your own expense.

The only exception would be if your pickup location unexpectedly closed which prevented the device from being delivered successfully, you will receive a full refund.

13. What should I do if I can’t pick up or return?

Please contact us by Facebook or Email via airport or hotel WiFi. If you need to make an international phone call it will be at your own expense.

14. Can you deliver the device to my country?

iVideo stores are located in Taiwan, Japan and US. The device can be shipped to any Taiwan or Japan or US address.

15. How do I know I placed my order successfully?

You will receive a confirmation email after payment or click here to check your order.

16. If I cannot Pick up and or return, what should I do?

Please contact us via Facebook or Email. International phone calls will be at your own expense.
If severe weather stops the package from arriving on time, customer will receive a full refund but no further compensation acceptable.

17. When will iVideo start charging me for my rental?

We will make sure you receive your device one day before your rental period begins. The start date you select will be the day iVideo starts charging you for our service. The end date you select will be end of your rental period. You will have a 24-hour window to drop-off/return