FREQUENTLY ASKED QUESTIONS

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.

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.

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.

In Portugal, 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.

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.

Yes, you can. It works in the Wifi rent or SIM card rent.

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.

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 or Porto, 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: 90€
• SIM card: 10€
• AC adapter: 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 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.

You will receive your eSIM instantly via email after completing the purchase. The email will contain a QR code and instructions for activation.

Activation 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.

You will be charged at the moment of the reservation. There will not be any additional charge after that (except if you do not return the rented device).

There’s absolutely no other charges. The amount you pay already includes the data consumption + shipping + return + taxes.

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

Yes, it is possible to extend the 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.

Please contact us if you have to cancel your order.

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 that 3 days before the delivery date, it will be not possible to do a 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 and we will refund you the days you did not use the service.

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 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.

If you are using our SIM card in your smartphone, tablet or router, you have to activate the data roaming on your device.

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

The only limit is the number of days you have ordered.

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.