FAQ

Device FAQ

1. How does the device work?

   To power on, hold down the power button. The screen or indicator lights will turn on. Use your phone or tablet to search for the name of your WiFi rental device and type in the password. Both the network name and password are 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?

   All devices apply to Fair Usage Policy. Please refer to the description of your preferred product. Once you have reached your data usage limit, the device will automatically disconnect or get throttled. The 4G LTE speed will be resumed after midnight local time.
   We suggest you turn off the device when not in use, and turn off auto-update and auto-backup functions on your phones and tablets. Check here to see how.

3. Do I need to charge the device when I receive it?

   No, you don’t. Your device will be fully charged before shipping. The device can be charged via the USB outlet or a wall outlet (AC charger and cable included). We have power banks available for rental as well. Please note low battery may affect the quality of the connection.

4. What is the penalty fee if the device or accessories are damaged or lost?

   There will be a fine if there is damage on the products or missing accessories when you return them. The penalty fee for each product is listed in each product description page in $USD.

5. What should I do if I'm having a connection problem?

   If you have issues with your wifi device please contact our customer support via email, or phone. WhatsApp Asia: +886-972-704-612 │ WhatsApp USA: +1-856-602-2234 │ line ID: @ivideo.en │ ivideo.customer@gmail.com | TEL : 1-856-602-2234 M-F 9AM - 4PM EST

6. Do I get a refund if the device doesn't work?

   We will inspect the device, your connection status and data usage record once you send us back the device. After inspection, if proven device malfunction, network instability and no abuse of our fair usage policy, we'll refund you the amount of days without internet connection.

7. WHAT ARE THE MINIMUM DAYS TO RENT A POCKET WIFI?

   The minimum rental period for a Pocket WiFi is 3 days.