FAQ

Device FAQ

1. HOW DOES THE DEVICE WORK?

   To turn on the device, long press the power button. The screen or indicator lights will be turned on. Use your phone/tablet/laptop to search for the name(SSID) of your WiFi device, and type in the password. Both the SSID and password are indicated on the back of the device.

2. IS THERE A DATA USAGE LIMIT? IF SO, WHAT WILL HAPPEN IF I EXCEED MY DATA USAGE LIMIT?

   The data usage limit will vary depending on the data plan you purchase. If you have exceeded the limit, the WiFi service will be throttled or disconnected. You will have to wait until the next reset cycle for the throttle to be lifted.

   In addition, all users must follow The International Fair Usage Policy. 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. If the cellular company detects that excessive amount of data were consumed in a short period of time, they have the right to throttle or disconnect the WiFi service without notifying iVideo in advance.

   >>Stopping Automatic Updating on Mobile Devices

3. DO I NEED TO CHARGE THE DEVICE WHEN I RECEIVE IT?

   Your device will be fully charged before delivery. The battery will last for approximately 4-6 hours depends on the device model. An AC charger and cable will be included in your package. You can also charge the device with your personal power bank.

   We recommend you to charge the device while it is not in use to avoid overheating the device.

4. WHAT SHOULD I DO IF I'M HAVING A CONNECTION PROBLEM?

   If you have any issue with your WiFi device, please contact our customer support:
   >>Customer Support

   In order for us to detect the problem, please take a screenshot of the product in question, and send it to our customer support team.

5. FOR 4G LTE DEVICES, DO I NEED TO HAVE 4G LTE SMARTPHOE TO RECEIVE THE WIFI SIGNAL?

   No, you do not need a 4G LTE smartphone to receive the 4G LTE signal from the device.

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 the malfunction or the connection instability of the device is proven, we will refund the amount of the days without internet connection.

7. DO I NEED TO COMPENSATE FOR LOST / DAMAGED DEVICE / ACCESSORIES?

   There will be a compensation fee for any lost/damaged devices or accessories. The fee for each item is listed on the product description page, in USD.

8. How do I know how much data I've consumed?

   Not all the devices have the data information displayed on the screen. We would recommend that you download a data management app to monitor your data consumption.