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FAQ

SIM Card FAQ

  1. HOW DO I INSTALL MY IVIDEO SIM CARD?

    Insert the SIM card into your device according to the SIM slot required. The SIM card will be activated according to the use period you select. If the internet is not connected, please set up the APN. The APN setting instructions will be on the manual.

  2. IS IVIDEO SIM CARD APPLICABLE TO ANY SMARTPHONE?

    Please check if your smartphone supports the frequency of our SIM card. Actual usage condition may vary according to the apps installed on your phone or your phone type.

    Please confirm your phone details before purchasing SIM cards as there are many phone brands with different features.

    Some dual SIM phones are not suitable for our SIM card. If you are using a dual SIM smartphone, we suggest you insert the SIM card in port 1. If you need two SIM cards, please select port 1 as default for internet data.

    iVideo SIM cards are not suitable for locked phones.

  3. HOW LONG WILL MY SIM CARD BE VALID FOR?

    The validity period of your SIM card will be set according to the data plan and the start date you choose.

    ► Ex. If you purchase a 5-day data plan SIM card, and you set the start date on 1/1, the card will valid till 1/5. The validity time will be counted in hours, so for 5-day data plan, the SIM card will valid for 120 hrs.

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

    Based on your SIM card plan, once you have reached your daily data usage limit, the internet speed will automatically be throttled or cut off. 4G LTE speed will be resumed the next day according to 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.

    >>Stopping Automatic Updating on Mobile Devices

  5. CAN I TOP UP MY IVIDEO SIM CARD OR TERMINATE THE SERVICE EARLY?

    Unfortunately, both topping up and terminating the service after used are not available. The valid period is fixed according to the plan and the dates you have selected. No refund will be provided for early termination.

  6. HOW DO I KNOW IF IVIDEO SIM CARD WILL FIT INTO MY PHONE?

    All of our SIM cards are 3-in-1 SIM (Nano, Micro, Normal) that fits in every unlocked phone.

  7. CAN I USE HOT SPOT FUNCTION ON MY SMARTPHONE WITH IVIDEO SIM CARD?

    Japan SIM Card: iOS system doesn't support this function; so as some of the phone and tablet of Android system.

    Non Japan SIM Card: iOS system above 9 doesn't support this function; so as some of the phone and tablet of Android system.

    *If you would like to share WiFi service with others, we recommend you rent a pocket WiFi device instead.

  8. DOES IVIDEO SIM CARD SUPPORT GAME APP OR REGULAR APP ON MY PHONE?

    iVideo SIM card does not 100% support all kinds of apps. Ex. Pokemon Go is not supported by SIM card.

  9. CAN IVIDEO SIM CARD BE USED FOR PHONE CALL OR SMS?

    Currently, all of our SIM card products are data only package, voice call & SMS are not available.

  10. HOW MUCH IS THE SHIPPING FEE FOR SIM CARD DELIVERY?
    USA
    Hotel / Home Delivery 2-day shipping $23.75
    Standard shipping $3.50
    Japan
    Post Office at Airport $4.00
    Hotel / Home Delivery
    Taiwan International Airport
    Convenience Stores $1.00 Hi-Life
    $1.50 7-11
    Pelican $3.00
    Pickup Counter $1.50
    iVideo Stores
    Free Shipping
    Global
    Hotel / Home Delivery $3.50
  11. HOW FAR IN ADVANCE SHOULD I PLACE MY ORDER FOR SIM CARDS?
    USA Hotel / Home Delivery 2-day shipping By 10 a.m. 2 business days before start date.
    Standard shipping By 10 a.m. 3 business days before start date. (Depends on the destinations)
    iVideo USA Store Before 12 p.m. on start date.
    Japan Post Office at Airport

    By 10 a.m. 3 business days before start date.

    *For Hokkaido, Hiroshima, New Chitose Airport, and Fukuoka Airport pickup:
    Please place the order before 10 a.m. 4 business days before start date.

    Japan Hotel / Home Delivery
    iVideo Japan Store By 10 a.m. 1 business day before start date.
    Taiwan International Airport Convenience Stores By 10:00 a.m. 2 days before the start date.
    Pelican By 7:30 p.m. 1 day before the start date.
    Pickup Counter By 10:00 a.m. 2 days before the start date.
    iVideo Taiwan Stores Before 12 p.m. on start date.
    Global Hotel/Home Delivery Please refer to the link below to check the delivery period needed for your country and book in advance
    >>Global PickUp Locations
  12. DO I NEED TO RETURN THE SIM CARD AFTER DONE USING?

    For products displayed in SIM card section, there’s no need to return the SIM card, just dispose it after your rental period.

    For products displayed in WiFi device section, you will need to return the SIM card after your rental period has ended.

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

    Please note that iVideo SIM cards are only available in its corresponding countries. If you have issues with your internet connection, please restart your phone or move to another location and try again. Alternatively, please contact our customer support for help.

    >>Customer Support

  14. DO I GET A REFUND IF THE SIM CARD DOESN'T WORK?

    If you didn’t use the product, the product wasn’t working or the activation failed, please send it back to us. We will refund the fee for the days without internet connections.

    According to Consumer Protection Act, customers have the right to return the product if it is within 7 days upon receiving it, under the condition that the product is not opened and is intact. Once the product is opened or damaged, it will not be available for refund. The shipping fee for returning will be on customers’ expense.

  15. CAN I USE COUPON CODES OR DISCOUNTS WHEN PURCHASING SIM CARD PLANS?

    Coupon codes and discounts are NOT applicable to SIM card items.

  16. CAN I USE MY REMAINING IVIDEO BALANCE WHEN ORDERING A SIM CARD?

    Currently, iVideo account balance cannot be applied on SIM card products. You will need to make a credit card payment when purchasing a SIM card.

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