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FAQ

SIM Card FAQ

  1. HOW TO PURCHASE IVIDEO SIM CARD?

    Create an account → Select your SIM data plan → Select Pick up method → Select the days you needed → Payment → Pick up your SIM card.

  2. HOW DO I INSTALL MY IVIDEO SIM CARD?

    Remove your current SIM and store safely. Open the iVideo SIM Card packaging and insert the new SIM card exactly as the previous SIM was positioned. The SIM card will be activated according to your purchased period. Once you insert the SIM card, turn on your mobile data and start enjoying high speed internet. If the internet is not connecting, please set up the APN manually.

  3. 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 according to local time. 4G LTE speed will be resumed the next day 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.

  4. HOW LONG IS MY IVIDEO SIM CARD VALID FOR?

    Your SIM card valid time is based on your purchased period. For example, if you purchase 5 days and your activation date is 6AM on Jan. 1 2018, you will have data until 6AM on Jan 6 2018

  5. Can I top-up my iVideo SIM card?

    Unfortunately, topping-up or terminating the service in advance are both not available. The valid date for the SIM card you purchased is fixed according to your selected period. No refund will be provided under these situations.

  6. 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.

    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

  7. 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 on your behalf. We will provide a full refund after we confirm there's no data usage from the SIM card that you purchased.

    According to Consumer Protection Act, customers have 7 days to return the product intact to us. The shipping fee will be on your own expense. However, once the product is opened or shipped, we won’t be able to provide a refund.

  8. HOW DO I KNOW WHICH SIZE OF SIM CARD I NEED FOR MY PHONE?

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

  9. CAN I USE MY PHONE AS A TETHERING DEVICE WITH MY IVIDEO SIM CARD?

    Japan SIM Card: iOS system doesn't support this function; so as some of the model and pad of Android system.
    Not Japan SIM Card: iOS system above 9 doesn't support this function; so as some of the model and pad of Android system.

  10. WHEN’S THE LATEST DAY TO PLACE AN ORDER FOR SIM CARDS?

    If you are picking up your SIM cards in our iVideo Store, please place your order by 12PM on your start date the latest.

    If you are picking up at convenience stores in the Airports acorss Taiwan, please refer to the form here. Pickup time for each location may vary.

  11. Can I use coupon codes or discounts when purchasing SIM card plans?

    Coupon codes and discounts are NOT applicable for SIM card plans.

  12. HOW MUCH IS THE SHIPPING FEE FOR SIM CARDS DELIVERIES?

    -Taiwan
    Convenience stores at Taiwan airports: $1 (return included)
    iVideo Store Pickup: Free shipping

    -USA
    iVideo Store Pickup & Standard shipping: Free Shipping
    2 day shipping: $23.75 (return included)

    -Global
    iVideo Global Standard Shipping: $3.50

  13. Can I use my remaining iVideo credits when ordering a SIM card?

    For all SIM card orders, credit information is needed for your first purchase. If you cancel the order and place it again within 24 hours, the system will deduct the payment from your previous credits. If the second purchase costs more than the first one, you will then be asked again for the card information. If you'd like us to refund the money back to your credit card, please contact us at ivideo.customer@gmail.com

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