Droam | Frequently Asked Questions – DROAM

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Frequently Asked Questions

General

What is data roaming?

Data roaming occurs when you use data connection outside of your carrier's coverage zone. Your mobile network can make substantial charges for roaming outside of your network coverage zone and you may end up with an enormous bill without realizing it.

Why do I need Keepgo internet SIM card or Mobile WiFi Hotspot?

Keepgo Mobile WiFi Hotspot or Data SIM card is a convenient and affordable way to have data connectivity for your phone, tablet, laptop, or any other mobile device. Keepgo internet SIM or Mobile Hotspot is a much more affordable solution to connect to the Web while traveling internationally.

Can I just use WiFi in a hotel or a cafe?

The most obvious way to minimize or eliminate data roaming fees is use only WiFi. Keep in mind that it is not a foolproof method for many of us because our phones or tablets are often needed most while we are on a move, and not while we are sitting in an internet café or a hotel lobby (remember that most of the hotels still profit by charging for WiFi) It is important to mention that public internet access is not secure and you are much more prone to identity theft when using public Internet connection. You will be more protected by using your own secure mobile connection with Keepgo.

Is my Keepgo WiFi network secure?

No matter where your travels take you, your connection to the internet will be private and secure. Password protected encryption means you’ll never have to worry about questionable public WiFi networks and information leaks.

What is MyAccount?

MyAccount is your personal page at Keepgo, where you can manage your lines, track your data usage, cancel lines when needed, etc.

Products

What is Mobile Hotspot?

Mobile WiFi hotspot is a portable device that provide wireless mobile data connection with other devices (i.e. smartphones, laptops, tablets, portable gaming devices, etc.). Mobile hotspots typically use mobile broadband service from cellular providers. They are pocket -sized devices that broadcasts cellular signal which can be shared wirelessly by up to 15 devices.

What are the benefits of Keepgo mobile WiFi hotspot?

  • You can share data with your travel companions
  • You don't need to configure your hotspot
  • Your original SIM can be left in your phone, so you can keep your number when abroad and make and receive regular voice calls*
  • You can share your data even if you have an Apple device that does not support international tethering (data sharing);
  • You can use Keepgo's mobile data even if your phone is carrier locked
  • When you ran out of data, you can refill your balance online. There's no need to purchase a new SIM.
*You may be charged by your home operator for making and receiving regular phone calls abroad.

What is the difference between internet SIM card and Mobile WiFi Hotspot?

Feature Mobile Hotspot Data SIM
Work with locked devices Yes No (works strictly with unlocked devices)
Requires to change APN and roaming settings on your device No Yes
Requires to replace SIM on your device No Yes
Tethering (data sharing) compatibility Yes No
Keep your phone number abroad Yes No
Number of devices that can be connected via tethering option Up to 15 N/A
WiFi signal range Approx. 10m/32ft N/A
Battery life 7 hours of usage
13 hours standby time with WIFI on
N/A

How does Mobile Hotspot work?

Keepgo Mobile WiFi Hotspot does not require any addition configuration as it comes pre-installed with Keepgo Mobile Data SIM. By simply turning the device on, you will gain access to the mobile internet in 120+ countries and be able to simultaneously connect up to 15 wireless devices to your network via active hotspot (as if you were using a regular wireless router at home)

Activation and Usage

How can I test the products before my departure?

You can test your product before going abroad by browsing to  www.keepgo.com/test. Make sure you browse from the device with the Keepgo SIM card inside or you are connected by WiFi to the Keepgo hotspot.
If you are using the Keepgo SIM card in your own device do the following:
Make sure data roaming is enabled in the device networking settings
If APN was not set automatically, set it to  internet.keepgo.com in the device networking settings. Go to  https://www.keepgo.com/setup/ for detailed instructions.

What data speeds will I get with Keepgo?

You will be able to enjoy 4G LTE speeds on Keepgo supported networks around the world. Please check the list of countries where 4G LTE is provided.

How do I activate my SIM card?

To activate your SIM card, go to keepgo.com/activate and find the "Activate a new line" menu item. Enter your line ID (last 8 numbers printed on the SIM card) and click "Activate"

SIM Card Activate

Where can I find my SIM card serial number (ICCID)?

You will be able to locate the serial number of your SIM on:

  • The back of your SIM.
  • Your mobile device:
    • For Apple devices: go to Settings > General > About;
  • On your Keepgo Mobile WiFi Hotspot.

What is my phone number?

After purchasing a Data SIM Card from Keepgo, you can see your phone number in your personal account. To do this, activate your SIM card and login to your keepgo account (you will need to register to set a password if you have not done so already) . Use it to receive SMS messages* (you can only receive SMS, no sending) no matter where you travel.

*SMS messages are to a phone number in Spain and may incur additional international SMS rates above the standard rates.

What does Keepgo SIM 3-in-1 Kit include?

Your package will include:

  • Auto-activating nano SIM card
  • Credit card-sized multi SIM card holder that fits in any wallet
  • Micro and Standard SIM adapters to fit in any phone
  • SIM Ejector tool
  • User Guide

    Can I receive my money back if I am not satisfied with the service?

    Yes! No questions asked! If you are not happy with your SIM or Mobile Hotspot, you may return it within 30 days and get refund on unused data and/or hardware. For more information, please refer to our refund policy

    Can I get a Micro or a Nano SIM card?

    Yes. You will receive a Nano SIM card with the adapter set for Micro and Standard SIM sizes. 

    Can I use Keepgo SIM card with my Verizon iPhone?

    Yes, you can, but your phone has to be unlocked.

    Can I use the SIM card with a locked phone?

    No, the SIM cannot be used with a locked phone. Please consider purchasing Keepgo Mobile WiFi Hotspot in case if your phone is carrier locked.

    What kind of devices can I connect to my Keepgo WiFi hotspot?

    You can connect any WiFi - enabled device to your Keepgo WiFi hotspot.

    How many devices can I connect to my Keepgo WiFi hotspot?

    Depending on which hotspot you have you can connect anywhere to 15 devices.

    How do I configure my Keepgo WiFi hotspot?

    You do not need to configure your Keepgo WiFi hotspot as It comes pre-configured with Keepgo APN settings. Just turn it on, and you are connected!

    How do I edit the APN settings on my Keepgo SIM?

    Please follow the steps below to edit the APN settings on your mobile device:

    For Android devices:

    • Enter Settings - Mobile Networks - Access Point Name – New APN
    • In the input fields:
      • Name: Keepgo
      • APN: internet.keepgo.com
      • Username: leave blank
      • Password: leave blank
    • Save the changes
    • Make “Keepgo” your default APN
    • Go to Settings - Mobile Networks - Enable Data Roaming 

    For Apple devices:

    • Open the Safari Browser and go to www.keepgo.com/apn
    • Go to Settings – General - Network - Enable Data Roaming 

    Can I use the hotspot (tethering) option on my mobile device with Keepgo SIM card?

    Tethering works in most countries with most mobile device models. Because it depends on the local provider and the specific device model we cannot guarantee it will work everywhere. On the other hand our mobile wifi hotspot does work everywhere. If you are planning to travel with several WiFi-enabled devices, you can opt for the Keepgo Mobile WiFi Hotspot to guarantee that you will be able to connect all your devices (up to 15) to the internet in any location. Keep in mind that Mobile WiFi Hotspot has a few advantages over tethering on your phone:

    • You spare your phone’s battery;
    • You can reliably tether multiple devices;
    • You can work for longer periods without drops or throttling.
    • You can keep your original SIM in your phone

    How do I know if my data credit is about to run out?

    You will be notified via text message and email when data usage on your SIM exceeds 75% of your credit. You will receive another text message/email, when the data usage reaches the 90%.

    Will I be able to make calls using Keepgo Data SIM ?

    With Keepgo Data SIM, you will be able to make calls using popular VoIP platforms like WhatsApp, Skype, Facebook Messenger, Viber or FaceTime. You will not be able to make regular phone calls.

    Please note that with certain platforms prior registration and verification might be necessary with your local phone carrier as the Keepgo SIM card is a data-only SIM card.

    How do I charge my WiFi Hotspot?

    You may charge your WiFi hotspot by connecting it to a power outlet using the USB cable included in the package. A fully charged battery will last for about 7 hours active usage time or 13 hours standby time with WiFi on.

    Lifetime Plan

    What is the initial balance on my data SIM?

    Your SIM will come prepaid with 1GB (1,024 Mb) of 4G LTE mobile data.

    How much is 1GB?

    First, it’s worth explaining what each measurement unit is worth:

    • Approximately 1,024 kilobytes (Kb) make up one megabyte (Mb).
    • The next measurement up is gigabyte (GB), which is made up of 1,024 Mb.
    • 1GB Data Package is great for occasional usage. To give you an idea of what a 1GB of mobile data might look like for typical use, please refer to the table below.
    Please note that these calculations are estimates only.
    1GB (1024 MB) of data on a Smartphone
    Email 100000 text only emails
    Video Calling  130 minutes of video calling
    Web Surfing 2600 online page visits 
    GPS navigation 12000 minutes of GPS navigation
    Photos  350 photos upload and download
    Music Streaming 1000 minutes of streaming music files
    1GB (1024 MB) of data on a WiFi Hotspot
    Email Sending or receiving 150000 of text only emails
    Video Streaming 30 minutes of streaming HD videos
    Web Surfing 1000 online page visits
    Audio streaming 1000 minutes of streaming music files
    Video calling 130 minutes of video calling
    Photos 350 photos upload and download
    Online gaming 1300 minutes of playing online games

    What causes unintentional data use and how do I prevent it?

    Some of the most common internet activities that can generate high data use are: prolonged video streaming sessions, online interactive gaming, movie/torrent downloads. Additionally, automatic system, mobile app and cloud updates, photo synchronization and in-browser video/audio auto streaming can consume your mobile data in the background. Learn more

    How do I refill my Keepgo balance?

    There are two ways to add data to your Keepgo balance: Pay-as-you-go and Auto-refill.

    With Pay-As-You-Go, you simply add the desired amount of data whenever you run low. We will send you an alert via email and/or text message when your balance falls below 250Mb, 100Mb, or reaches 0Mb. You can add data manually on Keepgo website or via Keepgo App.

    With Auto-refill, 1GB of data will be added to your Keepgo balance when it falls below 100Mb. This ensures that you will never run out of data and prevents service interruptions. Auto-refill can be enabled/disabled via personal Keepgo account.

    What forms of payment can I use to refill data?

    You can use Paypal and all major credit cards (Visa, Mastercard, Amex, Discover) to add data to your balance. We also accept payments via iDEAL (for our Dutch customers).

    What is Auto-refill and how does it work?

    Auto-refill works by adding 1GB of data to your balance when it falls below 100MB. This ensures that you never run out of data and prevents service interruptions.

    How do I enable Auto-refill?

    You can enable or disable the Auto-refill feature at any time by toggling the On/Off switch in your personal account.

    What payment methods does Auto-refill work with?

    Auto-refill is available with credit card payments. Please be aware that if you do not have a personal account with Keepgo, auto-refill will not be unavailable to you. In order to be able to enable Auto-refill in your personal account, you must have a credit card linked to your Keepgo account and your data balance must be at least 100MB. Please note that Keepgo does not store or has direct access to your credit card details.

    What happens if my Auto-refill payment is refused?

    If your auto-refill payment is refused, please make sure that your payment information is correct.

    Other common issues we have detected are:

    • Expired or cancelled payment method
    • Insufficient credit

     

    If all required information is updated correctly and your payment still gets refused, please contact your credit card company to get this sorted out. Your Auto-refill option will be automatically disabled and will have to be reactivated once the issue gets resolved.

    Will my Keepgo SIM card expire after usage?

    Your Keepgo SIM card will never expire. You can use it for all your future trips.

    What is the validity period of my data?

    Your data will be valid for 1 year from the moment of your last data refill. Any additional refill will extend the validity period of your data to one year.

    What happens if I lose my Keepgo SIM/Hotspot?

    If you lose your Keepgo SIM/Hotspot you will need to purchase a new SIM/Hotspot.

    Please contact Customer Support to receive a discount code to purchase your replacement SIM/Hotspot.

    Your remaining data balance will be transferred to your replacement SIM/hotspot.

    GoFi Plan

    How I can start using lines on GoFi Europe USA plan?

    You have to activate the line(s) before usage. No usage is possible without activation. Please, browse to keepgo.com/activate.

    Is the GoFi Europe USA plan prepaid?

    This is an $8(€7.50) monthly plan that gives you 1GB of data. When the balance falls below 100MB, 1GB of data is automatically added to your line for the same price.

    How do I activate a line on GoFi Europe USA plan?

    To activate your GoFi Europe USA SIM card, go to keepgo.com/activate and find the "Activate a new line" menu item. Enter your line ID (last 8 numbers printed on the GoFi Europe USA SIM card) and click "Activate". The line is added to your GoFi Europe USA plan.

    SIM Card Activate

    To activate your GoFi Europe USA Traveler WiFi Hotspot, go to keepgo.com/activate and find the "Activate a new line" menu item. Enter your line ID (last 8 numbers printed on the rear panel of your hotspot) and click "Activate". The line is added to your GoFi Europe USA plan.

    SIM Card Activate

    How much data can I use every month?

    You can use as much data as you want. 1GB of data is added to your balance at the start of the month. Every time your balance falls below 100MB we add 1GB of data to your line automatically.

    What if I use more than 1GB of data per month?

    If you use more than 1GB of data per 1 month, you will be automatically charged $8(€7.50) and 1GB of data will be added to your GoFi Europe USA line when your data falls below 100MB. This is done to ensure that your service is uninterrupted.

    What’s the billing period for my line(s)?

    The billing period is one calendar month starting on the 1st of the month and going until the last day of the same month. On the 1st day of every month, you are charged $8(€7.50) and 1GB is added to your line. The payment method is charged according to the currency specified in your Personal Account.

    What is Bill Protection?

    Bill Protection protects you from excessive charges by setting a limit on how much is charged to your account per month. We will not charge you more in a month than your Bill Protection amount. When you reach 100% of the Bill Protection amount, we will not charge your payment method anymore this month and no additional data will be added to your line(s). When your data balance reaches 0 your line(s) will be deactivated. You can disable Bill Protection at your own risk and then your line will be re-activated. If you disable Bill Protection we recommend you keep a close eye on your data usage which you can do in your Personal Account at myaccount.keepgo.com.

    How Bill Protection is calculated for my GoFi Europe USA lines?

    Bill protection is activated automatically for your lines. The amounts depend on the number of GoFi Europe USA lines in your account.

    The Bill protection cost for 1 GoFi Europe USA line is set at $120 (€108.2) (15GB). If you have more than 1 line then the bill protection is calculated according to this formula $96(€86.56) + number of line multiplied by $24(€21.64). Check in the table below

    1 GoFi Europe USA Line 2 GoFi Europe USA Lines 3 GoFi Europe USA Lines
    $120 ( €108.2 ) $144 ( €130.2 ) $168 ( €151.98 )

    Can I test my lines before going abroad?

    Yes, we recommend testing your line before going abroad by browsing to www.keepgo.com/test. Make sure you browse from the device with the Keepgo SIM card inside or you are connected by WiFi to the Keepgo hotspot. If you are using the Keepgo SIM card in your own device do the following:

    How do I refill data on my Keepgo GoFi Europe USA lines?

    Data is automatically refilled whenever your data balance falls below 100 MB. There’s no need to top-up on your own every time you run out of data.

    Does each of my lines have its own data balance?

    Yes, each line from your GoFi Europe USA plan has its own balance - 1GB of data for $8 (€7.50) is added at the beginning of each month and then every time 1GB is added when you run out of data. Unless Bill Protection kicks in.

    Can I set Bill Protection amount manually?

    No. Bill Protection is automatically calculated based on the number of active GoFi Europe USA lines. It cannot be increased or reduced. So, the Bill Protection cost for 1 GoFi Europe USA line is set at $120, $144 for 2 lines, $168 for 3 lines, etc.

    You can deactivate Bill Protection and you will be charged $8(€7.50) for every 1GB used. We recommend you keep a close eye on your data usage in your Personal Account at myaccount.keepgo.com.

    Can I suspend the monthly charge to reactivate it at a later time?

    You can cancel your lines or switch to Lifetime plan. If you decide to cancel your lines, then later you can reactivate them. If you decide to switch to the Lifetime plan you will not pay monthly charges. Later, you can switch back to GoFi plan. Mind, if you decide to cancel your lines or switch, you will lose the remaining data on your balance.

    Can I switch from GoFi Europe USA plan to Lifetime data plan?

    Yes. You can make a switch in the Manage plans section in your Personal Account at myaccount.keepgo.com. Please keep in mind that when you switch a line to the Lifetime plan your GoFi Europe USA data does not transfer over. You will need to buy new data on Lifetime according to the prices specified.

    Can I switch back from Lifetime to GoFi Europe USA plan?

    Yes, but keep in mind that if you switch your line from Lifetime to GoFi Europe USA plan, your Lifetime data won’t transfer over. You will be billed a monthly payment for GoFi Europe USA plan and 1GB of monthly data will be added to your GoFi Europe USA line.

    Can I transfer unused data to the next month?

    No. On the 1st day of every month, you are given 1GB of data that is valid till the end of the month. When there is less than 100MB of data remaining, the balance of your line is refilled with 1GB of data automatically. This data is also valid until the end of the same month. With the start of the new month your data balance is reset to 1GB and you are charged the monthly fee of $8(€7.50).

    Shipping

    How far in advance should I order?

    You can place your order any time prior to your departure, or even during your trip. We offer overnight delivery to all major destinations. Additionally we offer free shipping to 39 countries (for WiFi hotspot) and 200+ countries (for SIM card). Keep in mind that standard shipping methods may take around 14 days. Please refer to our Shipping Policy for more information.

    Do you ship to my country?

    Keepgo ships internationally with a few exceptions. Moreover, we offer free shipping to 39 countries (for WiFi hotspot) and 200+ countries (for SIM card). For more information please review our Shipping Policy.

    Coverage

    Which countries are covered by the Keepgo service?

    Our sim card and hotspot run not on one, but on several of the largest cellular networks in many countries. Check coverage at  keepgo.com/coverage .

    Does Keepgo assure 100% coverage in the area I am traveling to?

    Keepgo collaborates with the major carriers worldwide to make sure that you receive the best connection available to you. Most of the largely populated areas have great cellular signal and your mobile device will work without any disruptions. However, there is a number of factors that can prevent you from getting good mobile coverage.

    You may be able to get weak or no signal due to limitation in topography (the surroundings), network architecture (the location of cellular antennae) and capacity (the number of callers communicating in the area at given time). If you have concern regarding the coverage in the area you are traveling to, please get in touch with our customer support in advance. Additionally you may visit the internet websites that list dead spots organized by service providers and location.

    Please check the complete list of local carriers that Keepgo partners with.

    Referral Program

    How does Referral Program work?

    In order to start getting free data for your referred friends, you need to create and share your unique referral link via email, social media, and various forums (let your imagination fly) You will get 300 MB of free data whenever someone uses the link to buy their Data SIM or Mobile Hotspot. Your friend will get 10% OFF their purchase


    Do referral codes only work with first time buyers?

    Yes, referral codes only work with first time buyers and 300 MB referral bonus data is awarded for each ordered referred.

    Do I have to be a Keepgo customer before joining the program?

    Not necessarily. You can start advocating for Keepgo before purchasing your own Data SIM or Mobile Hotspot. You will get your referral award once you purchase a Keepgo product.

    How do I know when someone uses my referral code?

    When someone uses your referral code to purchase a Keepgo product, you'll be notified via email.  

    You can also check your personalized referral tracker to stay on top of your referral game.

    My friend received their referral discount- where is my bonus?

    Bonuses are credited in your account 10 business days after your receive your referral bonus email.

    Is there a limit on how many times I can share my referral link?

    Of course not. There's no limit on how many times you can share your referral link, or how many times it can be used.

    Give 10% and get 300MB, always. It's a win-win.

    Will my free data credit ever expire?

    Your free data will be valid for 1 year and for every 300 MB reward you receive, your data validity will be extended to one year.