FREQUENTLY ASKED QUESTIONS

In Portugal, we use the mobile networks of Vodafone and NOS. 99,9% of Portugal is covered with 4G network. 80% of Portugal is covered with 5G. All main cities have 100% 5G coverage, most of the smaller cities and of the coastal area of Portugal is also covered with 5G.

The internet connection is available in all Portuguese territory, including the Madeira and Azores islands.

You will be able to use the service in several other European countries as well if you add that option to your order of internet in Portugal.

You can also use the service in almost any country in the world if you choose an eSIM. In this case, the internet connection is available in all the areas with mobile coverage in the selected country. Since this service is provided over a mobile connection, we cannot guarantee the service area, speed or data traffic conditions at anywhere and anytime. The speed shown in product information is best effort.

Our data SIM cards allow 5G connection. To have 5G, however, you need to have a 5G compatible device and be in an area with 5G coverage.

Most of our eSIMs also allow 5G connection. In cases where there is no 5G, you will have access to 4G.

If you choose the portable WiFi hotspot, the data SIM card or the data eSIM with unlimited data to use in Portugal, you will have internet with up to 150Mbps download speed.

If you choose any of the other data eSIMs you will have internet with speeds up to 400Mbps.

However, note that we cannot guarantee speed. The speed depends on multiple factors, from network coverage, indoor placement, number of simultaneous users accessing the mobile network, among other variables.

It will depend on the option you choose when you place your order. You can choose to use the service only in Portugal. You can choose to use the service in Portugal and in other European countries (you can see the countries in detail here). Or you can choose to use the service almost everywhere in the world (you can see the countries in detail here) or region (you can see the regions in detail here).

If you rent a hotspot or a data SIM card, you can use the service in Portugal and add the option for Europe as well. If you rent an eSIM, we have an offer for most of the countries around the world, including Portugal.

The amount of data that you will have will depend on the plan that you choose. You can choose the portable WiFi rental, the data SIM card rental or the eSIM to use in Portugal with unlimited internet traffic. In these cases there is no limit on the amount of GB that you can use.

We also have eSIM plans for almost every country and region. In these cases, the amount of data varies and will be the one you choose when you place your order.

In Portugal, unless you select an eSIM that has a data limit, you will have unlimited traffic. There is not a limit on the GB you can consume. Within the rental period, there will not be extra costs for internet data traffic.

We offer unlimited internet, but we cannot guarantee speed. The speed depends on multiple factors, from network coverage, indoor placement, number of simultaneous users accessing the mobile network, among other variables.

If you are also going to use the service in other European countries, you will have a limit of 35GB per month when you are outside of Portugal.

We also have plans for most countries in the world. In these cases, the amount of data varies and will be the one you choose when you place your order.

Yes, you can. It works in the Wifi rent, SIM card rent and eSIM purchase.

It is not guaranteed that you will be able to stream TV.

Under good coverage our customers normally are able to watch TV.

However, there are many factors that affect the quality of the internet connection on a mobile network. 4G doesn’t yet cover all the territory and in areas with only regular 4G coverage, the signal may not be enough to provide the speeds needed to stream TV.

Additionally, places with good 4G coverage, can get crowded during the certain periods, which will force the bandwidth to be shared with different customers, causing a drop in the connection speed.

There are no limits on the usage of any app. The net neutrality principle applies.

Up to 10 devices can connect simultaneously. But please note that the network speed will be shared with the connected devices.

Not at all. You do not need to do any set-up nor configuration. You just need to turn on the device and use the password we provide to connect.

Battery usually lasts for a whole day for the most of the users. It can last up to 120 hours at standby state and at least 6 to 8 hours for nonstop use.

You will not need to change the battery of the portable WiFi unless you add an additional battery to your order. You can see how to change the battery in the video.

Yes, and portable Wifi hotspot comes with a USB cable and power plugs for Portugal.

It comes with SIM card. You do not have to buy SIM card if you are renting WiFi.

We only deliver to Portugal. We do not ship to any other country.

The sooner, the better. Our website requires at least 1 business day in advance to place an order, but the earlier, the better as we might run out of stock. If you wish to receive the order in Madeira or Azores islands, you should order at least 5 business days in advance as the shipping can take 5 business days.
If you are staying in Lisbon, Porto, Faro, Funchal, Ponta Delgada or Angra do Heroísmo, you can use the “last minute” delivery option.

It will be delivered the working day before your pickup date, e.g. if your pickup date is 17th July, it will be delivered 16th July.

During check-in, please ask the hotel receptionist for the envelope addressed to you.

The package will be delivered on the day that you choose as the start date or a few days before, depending on how many days in advance the order is placed. The deliveries are from 09:00 to 19:00 Monday to Friday and someone has to be at the address to sign for the parcel. It is not possible to schedule the delivery time nor to call before delivering. In case there is nobody at the address to sign for the parcel, your order will be forwarded to the nearest post office and you will have to collect it there from the next working day onward.

All you need is to show your ID, or passport, and indicate the tracking code of your order to collect the item. Be sure to use the same name when making the order. You can check the place of pick-up in each airport in this page.

Unfortunately, we cannot forward it to the different place. If you were unable to collect your package during their opening hours for any reason, you can go back again on the next day. It’s a constrain that you have to take into account when choosing airport pickup.

If you are in Lisbon or Porto, you can use the “last minute” delivery option.

If you are in any other part of Portugal, please contact us using our customer support contacts bellow. In some circumstances we can deliver it within 1 or 2 workdays to any of the 1.000 pickup points.

Yes, we deliver to Madeira or Azores as well, without any extra charge. However, the delivery will take 3 additional working days, so please make your order 5 working days before your arrival.

We provide a prepaid return envelope on the package you will receive.

At the end of the rental, you just have to put everything in that return envelope and drop the envelope in any postbox.

There are postboxes at all airports. If you are staying at a hotel, you can also ask at the reception to return it.

The return should be done no later than midnight of the last day of the rental period.

Please drop it in a postbox until the end of the day of your return date so that the package will be postmarked on that day or the day after.

No, you will not have to pay any postage for returning the items. If you are going to use our service only in Portugal, you will receive a prepaid return envelope valid for Portugal. If you are going to use the service in other European countries as well, you will receive a prepaid return envelope valid for those countries.

In case the customer leaves Portugal or any of the other countries where the service is available without posting the items back, it will be his responsibility to pay for the return shipping charges and for the customs fees, where applicable.

Go to a post office and sent it to our address. Check our address below.

You can also ask the reception of your hotel to return it to us, using their services.

The items should be returned in working order and good physical condition at the end of the renting period.

 Non returned itens will result in the incurrence of the following charges:

• Portable Wi-Fi router: 80€
• SIM card: 10€
• AC adapter: 10€
• USB Cable: 5€
• Additional Battery 10€
• Power Bank 10€
• Car charger 10€

In the case of delayed return after the end of the renting period, you will incur on a daily penalty fee 5€/day. We consider the return date, the date that the envelope is postmarked by the post, and we add 2 days of additional tolerance.

An eSIM (embedded SIM) is a digital SIM card that allows you to activate a cellular plan from a carrier without having to use a physical SIM card.

It is downloaded directly into your device, so you can use it instantaneously, after purchasing in our website.

Yes, most devices that support eSIM also allow you to use both an eSIM and a physical SIM card simultaneously. This feature, lets you have two active connections: your usual one, where you can continue to use your phone number; a the eSIM that will allow you to stay connected to the internet while abroad.

To check if your device is eSIM compatible, check our list of compatible devices, or verify your device’s specifications on the manufacturer’s website or check the settings on your phone. Most newer smartphones, tablets, and smartwatches support eSIM technology.

An unlocked phone accepts SIM cards from other networks. To test if your phone is unlocked, insert in your phone a SIM card of a friend who is from another network and see if it works normally.

Yes, if your device supports a tethering / personal hotspot feature, this feature can be used with the SIM cards and eSIMs we provide.

However, please note that there are certain operators that block the Apple products that they sell in order to limit tethering. If you have an Apple product test the tethering functionality with other operator SIM card. You can always rent instead our portable WiFi hotspot.

If you rent an unlimited data eSIM to use in Portugal, you will receive it two working days before the day that you have selected as start date; or you will receive it immediately after you have purchased it if you place your order less than three working days in advance.
If you rent one of our other data eSIMs, you will receive your eSIM instantly via email after completing the purchase.
The email that you will receive will contain a QR code and instructions for installation and activation.

If you have lost the email with the QR code, contact our customer support team and we will resend the QR code to your registered email address.

Installation is easy. Once you receive the email with your eSIM QR code, follow these steps:

1. Open the settings on your device.
2. Find the option for mobile data or cellular plans.
3. Select “Add a new plan” and scan the QR code.
4. Follow the on-screen instructions to complete the activation.

If you need further information, check our page with detailed instructions for eSIM installation.

There is no need to set an APN on your phone.

If you change your device, you will need to transfer your eSIM to the new device. This process may vary depending on the device and carrier. Contact our customer support for assistance with transferring your eSIM.

Besides Portugal, you can use our service in Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

You will have 35GB per month. As an example, you can consume 1,5GB in one day and 500MB in the next one. Nevertheless, the total consumption in one calendar month (1st to 30th/31st) cannot exceed 35GB.

You can check the data consumption, at any time, on your smartphone, if you are renting the SIM card; or directly on the display of the portable WiFi, if you are renting the WiFi hotspot.

It is not possible to top up extra GB. After you have consumed the 35GB in one month calendar, the service will stop working.

For most countries in the world, the option to access the internet is only available for eSIM.

You can use the service almost everywhere in the world. You can see the available countries in detail here and the regions in detail here.

We have several plans with different amounts of data. You can choose the one that best suits your needs. The amount of data that you will have available will depend on the plan that you choose when you order.

After you have ordered, you will receive an email with a link on which you can click to check the data usage. You can also check the data consumption on your smartphone on the data consumption option.

If you reach your data limit, you can simply purchase an additional data plan here, on our website.

You will be charged when you place the order on the website. There will not be any additional charge after that, except in the case of portable WiFi rental and data SIM card rental if you do not return the items at the end of the rental period.

There are absolutely no other charges. In the cases of portable WiFi rental and data SIM card rental, the amount you pay already includes the data consumption + shipping + return + taxes. In the case of eSIM rental, the amount you pay includes the eSIM + data consumption in the destination country.

Unfortunately, no. We only accept payment by credit card or PayPal account.

If you are using a portable WiFi hotspot, a data SIM card or an eSIM with unlimited data for Portugal, you can extend your rental period. The extra cost will be similar to the basic price. To extend the rental period please contact us using our email, inquiry form or support line.

If you are renting an eSIM with a limited amount of data, it is not possible to extend the period of time using the service. In this situation, you should order another eSIM.

Please contact us if you have to cancel your order. We accept cancellation of the order at any time and can do a full refund. However, the refund depends on how early the customer cancels the order.

In the cases of portable WiFi rental and data SIM card rental, we will give a full refund for cancellations made 7 days before your delivery date. Between 3 to 7 days before the delivery date, refund depends if the shipment has already been made. Less than 3 days before the delivery date, it will be not possible to do a refund.
In the case of eSIM purchase, if the order is canceled before eSIM installation and on the same day of the purchase, we will do a full refund.

It is our policy to make the refund if the client is not happy with the service. Therefore, if you are not pleased with the coverage / speed and do not wish to continue to use the service, you just have to let us know, return the WiFi hotspot or the SIM card (in case of portable WiFi and data SIM card rentals) and we will refund you the days you did not use the service.

All the items are checked before sent out. However, if it was damaged or didn’t work when you received it, please contact us by email or phone and let us know your order number as soon as possible. We will give a full refund after checking the device or SIM card.

If you rent the portable WiFi hotspot or the data SIM card, you do not need to do any activation. The portable WiFi and the data SIM card are already activated, configured and ready to use.
If you rent the eSIM, you will have to install it and then activate it. You can see how you can install and activate the eSIM here.

There is no need to set an APN or change any setting on your phone. The SIM cards and eSIMs are already preconfigured to accept any setting and connect automatically.

If you have our portable WiFi, you should click on the menu button located on the top of the device and select the “data roaming” or “roaming de dados” option.

First time connection may take a couple of minutes to establish automatically. Make sure you have the roaming option enabled for the eSIM and our eSIM selected as the preferred SIM for mobile data.

Please contact us by email, WhatsApp or phone and let us know your order number, we will assist you.