Frequently Asked

Questions

faq
About Keepgo (formerly iPhoneTrip)
What is Keepgo?

Keepgo is the first International 3G Internet Provider.
We provide our customers with local and global data SIM cards, smartphones, and internet devices (like MiFi or modems) for their destination country before they travel. In doing this, we allow our customers to avoid expensive 3G roaming fees from their carrier and enjoy seamless internet connectivity. Everywhere. Keepgo is committed to consistently delivering innovative solutions to our clients. Please feel free to contact us with any ideas, suggestions, or questions.

Who uses Keepgo?

Keepgo services are used by families, businesses, individuals, groups, schools, Universities, and many others who travel abroad.

What are the advantages of Keepgo services?

Keepgo specializes in services for travelers who travel with smartphones, tablet computers, or laptops. We have alliances with cellular carriers worldwide to provide you with the most cost effective solutions. We have a unique expertise in creating software travel solutions for data devices to be used by individuals and businesses.
Our solutions bring next level travel experience to our clients using the latest roaming and smartphone technology available. We provide 24/7 customer support in the USA, Australia, Israel, and other countries.

How do I contact Keepgo?

Our support is available 24/7 at:
* Email: support@Keepgo.com
* Phone (Toll free): 1-800-355-1118
* Live Chat: click the "On-line Chat" button on our website

Why do I need to rent an international SIM card for travel?

Short answer: To save money and travel conveniently. That is what we call Travel Smart. If you decide to use 3G internet on your smartphone with your carrier, you will be charged outrageous prices for data use.
For example, in order to use the maps for navigation abroad, your carrier will charge you $.015/KB, and iPhone easily downloads over 50Mb a day, making your total bill $768/per day.
We think this is unacceptable. Using our services, you pay only a fixed daily rental price and use 3G internet free, exactly as you do at home. Our rates are much cheaper than your carrier's roaming rates, so you can use GPS services with Maps, free VoIP phone calls, location based search engines, games, movies, and thousands of other useful applications - without paying any roaming fees.

How does Keepgo service compare to with other phone and SIM rental companies?

We are the first company specializing in data SIM and smartphone rentals. Our service is better than the service offered by the classic rental companies since we are not only providing you with a smartphone, but with a full-fledged smartphone device and worldwide 3G internet access!
Unlike with other SIM rental companies, with Keepgo, you do not have to buy a smartphone or make any kind of long term commitment.

Do I need to sign a contract?

With Keepgo, there are no contracts and no long term commitments required. You pay only for the period you rent a SIM card or smart device with us.

I plan to rent a car for my trip. How can your service help me?

Keepgo's service is specially designed to complete and enhance car rental trips. When you order our data SIM card, you can also be provided with a MiFi Wireless Hot-spot device, so all your car pals will enjoy 3G internet connection anywhere on the go.

In addition, you do not need to rent a GPS. This saves money on buying maps, tourist and attraction guides, or internet cafe access.

I plan to travel with kids. How can your service help me?

If your kids are bored in a museum line or on a flight, you can easily entertain them with a smartphone or tablet computer. Hundreds of thousands of on-demand games and movies are available online and can be downloaded using Keepgo data SIM cards. If 3G connected, you will be able to tell the location of your children at any time so that you can easily find them in an unknown place. And, of course you can talk for free using VoIP apps during your vacation.

Is it legal to use Keepgo SIM cards and smartphones?

Yes, it is absolutely legal to rent and use SIM cards and phones from Keepgo. All our SIM cards and devices are legally purchased.
It is also absolutely legal to use rented SIM cards with your cell phone or tablet computer anywhere while you have another contract with your domestic carrier.
It is absolutely legal to install any app from your iTunes Store on the rented iPhones and iPads.

About Smartphone, Tablet Computer, and 3G Modem Rentals
I am new to iPhone; how can I use it?

iPhone is extremely user friendly and simple to operate. Even with absolutely zero experience with such a device, you will master all the necessary skills to operate it within 5 minutes! Upon delivery, we will provide an instruction email on the use of the iPhone and its applications.

What should I do when I first receive an iPhone from you?

We provide all the information in an instruction email.
Please follow these steps:
i. If you have your own iPhone, back it up using iTunes.
ii. Set synchronization options on iTunes as you desire. We recommend setting it to "checked" and check everything you want to synchronize with the new iPhone.
iii. Connect rented iPhone to iTunes and restore all your content on it.
iv. Make sure you are logged into the iTune's store and run synchronization. It will synchronize only the content available on your local computer.
v. If you wish to install our tested applications and shortcuts for your destination country, point your browser on your computer to the location specified in the instruction email and install the recommended application through iTunes. You can always install additional applications later in your destination country while on the go.
vi. Determine the configuration of applications such as Facebook or Skype with your login and password. Make sure you have all your password information available while on the go. Read our recommendations to make sure all your passwords are secure and available when you need them.

If you want to get additional applications or songs, you can do it using App Store on your rented iPhone.

You are required to check your Smartphone while at home during the first 12 hours after you receive it. If you encounter problems while on the road, please contact Keepgo by phone at +1-800-355-1118 or email us at support@Keepgo.com.

What happens to my iPhone after I replace a SIM card?

The only difference after replacing a SIM card is different cellular number. All your settings, contacts, and apps will remain exactly as-is.

Can a rented iPhone be pre-installed with special applications?

If you want a certain app pre-installed on your rented iPhone, please specify that during the checkout (use the comments box in the final order process stage) or contact us at support@Keepgo.com and we'll do our best supply the required apps.
You can always download other applications to your iPhone later, including games ans songs. Just use the App Store app on your rented iPhone.

Can I install new applications on a rented iPhone?

Yes, you can. You can either use your existing iTunes account or create a new one and install new applications before you travel . You can also install a new application while on the go using the App Store on your rented iPhone.

I already have an account with iTunes, and I want to install my own applications or music on a rented iPhone. How can I do it?

There are 2 ways to do it:
1. When you receive an iPhone from us, connect it to your computer and run iTunes. Synchronize the rented iPhone with your iTunes. It will install all your iTunes content on the rented iPhone. However it will remove any content preinstalled on this iPhone except for default Apple applications.
2. When you first receive an iPhone from us, connect it to your computer, run iTunes, and log into your account. Then disconnect the rented iPhone from your computer. Now it is configured with your iTunes account, and when on the road, you can just run the Applications app or the iTunes app from the rented iPhone and install anything you wish.

What additional accessories do I receive with my iPhone?

By default, your iPhone order includes a hard shield protector, USB data cable, and a USA wall charger

Can you rent me additional special accessories for the iPhone?

Yes. Please specify which accessory you want during the ordering process on the website (using the accessories section or the comments box) or over the phone.

Where can I find my rented iPhone SIM number?

We will email you your rented phone number* once the SIM card is activated.

*Not available on all data plans. If you require voice and/or SMS capabilities, please contact our support team and we will assist you with the order process.

iPhone Applications
How do I use the GPS in an iPhone?

You can use a built in Maps application, which is very useful for navigating and locating all kinds of businesses and prominent locations near you. You can also use different GPS based application from our recommended lists. Please visit our blog for additional information: blog.Keepgo.com

How can I make free local and international calls over the internet?

Over IP applications like Skype, Google Voice, Viber, iCall, or TruPhone for your destination country.
Make sure it is matched with your login and password.

I am used to Google services. How can I use them with your rented iPhone?

It is very easy and convenient to use all your Google services (including Gmail) from the iPhone.
For more information, contact support@Keepgo.com.

Can you pre-install all the applications for my destination country so that I do not have to do it myself?

Yes. Please specify your request during the checkout (use the comments box during the final order process stage), and we will do our best to accommodate your request.

What applications does the rented iPhone come with by default?

By default, you receive standard Apple applications, i.e.:
Calendar
Clock
Photos
Camera
Weather
Maps
YouTube
Calculator
iPod
Notes
Email
Safari Web browser
Contacts
Voice memos
Messages
App Store
Stocks
iTunes

Account management
How do I change my address, email, or credit card details?

You can contact us by a telephone or via email at support@Keepgo.com for any changes to your account. Please specify your order ID.

How do I contact the Billing Department?

You can e-mail the Keepgo billing department at support@Keepgo.com or call us toll free at 1-800-355-1118

When will I be billed?

Itemized invoices are generated and sent to your email accounts once the chargeable call records have been sent by our International Carrier (Mobile Network Operator) partner and all charges are immediately posted to your pre-authorized credit card. All charges and calls made during the previous month will appear on this invoice; please note that the billing cycle will vary from country to country.

What is a credit card authorization?

An authorization is different from a deposit because the funds are not actually taken from the account. Your bank will place a hold of funds against your credit card's available account balance. Once the authorization is released, the funds are then available to be used. Authorizations are automatically released when your credit card is charged after invoicing.

When is my credit card charged?

When you place your order online or over the phone, your credit card will immediately be charged for the total number of days you will use the iPhone (delivery days are not included), delivery cost, and any option hardware you have purchased. After that, you will be invoiced within 30 days following your latest usage; at this time, we will also bill your credit card and email you the usage for the period by cell number.

How do I report a lost or stolen phone?

Contact Keepgo immediately at +1 858 373 5022 or at support@Keepgo.com.

Can I extend my rental period?

Yes. You have to notify us 24 hours in advance. Call +1 800 355 1118 or email us at support@Keepgo.com.

Shipping
How is my iPhone/SIM card shipped?

You order will be shipped to your shipping address. The latest you will receive your order is 24 business hours before your departure date. If your departure date is on Monday, the latest we will deliver the package is Friday.

Shipping and setup time is not included in your rental fees. You will only be charged for the days you have the rented iPhone in your possession or you have the rented SIM card activated.

Your courier tracking number will be sent in a separate email a few days after you place an order. Please use this link to track your order: www.fedex.com/tracking.

Please keep in mind that we are using the "Adult Signature Request" option if your order contains the device such as iPhone, MiFi, or AirCard. Please make sure that someone over 21 years old will be available to accept the package on your delivery date.

What time will my shipment be delivered?

All orders are received by 3:00 pm Pacific Time.
We do not ship on Sundays or holidays. Contact Keepgo support team for express shipping: +1 858 373 5022 or by mail: support@Keepgo.com

What time will my overnight shipment be delivered?

The time of processing the your order in Keepgo is 24 hours (excluding weekends and public holidays). If you order Overnight Shipping, we will ship your order the day after the order day (from one of the locations listed below), and the order will be delivered within 24 hours*. Please keep in mind that the delivery to smaller cities and rural areas may be delayed up to 2 working days.

For delivery in Europe - the order will be shipped from Amsterdam, Netherlands via FedEx. You can check the exact delivery time here.

For delivery in USA - the order will be shipped from Escondido, California via FedEx. You can check the exact delivery time here.

For delivery in the Australia - the order will be shipped from Elstenwick, Australia via domestic express service.

For delivery in the New Zealand - the order will be shipped from Auckland, New Zealand and will be delivered within 24 hours (from shipping date) excluding weekends and New Zealand public holidays. The Overnight Shipping will be via domestic express service.

For delivery in Israel - the order will be shipped from Ramat Gan, Israel via domestic express service.

* Please keep in mind that a delay may also occur due to the Transportation Carrier issues.

What size will the Keepgo SIM card be?

We send nano SIM cards with adapters for Micro and Standard size, by default. Please inform us if you want to receive Micro or Standard size SIM without the adapter.

How do I return the order to Keepgo?

There is no need to return the SIM card back to us. Please dispose of it; a used SIM card cannot be used again.

To avoid late return fees, please send the rented Device within the following 24 business hours as soon as your rental period is over, using our pre-paid return label and our original packaging.

Please note that if you are unable to return the rented Device on time, you will be charged with the delay fees of per day of delay.

If you lost our return label, please contact our customer service and we will email you a new label. Do not ship the package using your own labels.

Per-day Data Plan
How am I notified about my data usage?

We will send you notifications when you reach 70%, 90%, and 100% of daily data allowance.

When does my order get activated/reset?

All orders are activated/reset at midnight CET (Central European Time).

Will the daily allowance be rolled-over to the following day?

Every new rental day automatically resets your allocated data allowance - so there is no data rollover from the previous day.

What can I do with 100MB per day?

Quite a lot, actually.
* You can enjoy more than 10 hours of active GPS navigation (Google Maps or Waze).
* You can talk for 300 minutes over Internet with VoIP calls (Skype, Viber).
* You can view about 40 web-pages.
* You can stream internet radio for 3 hours.
* You can send/read about 200 emails.
* You can video chat for 1 hour.
* You can upload 50 photos to social networks (Facebook, MySpace).

Roaming & Dialing Instructions
How do I make a VoIP (internet) call to a regular phone?

Install VoIP application (like Skype, Viber, or Fring) on your smartphone. Buy call credits for the application (from the application website). We do not sell VoIP call credits.

How do I make Free VoIP (internet) calls to a computer?

Using VoIP applications like Skype on your (rented) Smartphone, you may call a computer for free.

How do I place an international call while in the U.S. or when traveling abroad?

Making Calls and Sending Messages While Traveling:
Use the "+", country code, and phone number.
Example: Hold the 0 (zero) key until the "+" sign appears, then enter the country code and phone number.
* Call to Italy from the United States: Dial + 39 (Country Code) 06 (City Code = Rome) 662 5555
* Calling the U.S. from France: Dial + 1(Country Code), 561.123.4567 (area code + phone number) to call back to the U.S.

How do my contacts dial my cell phone number?

You will have a dedicated international number with your SIM/rented phone*. Your contacts have to dial the number we will provide you with; they might be charged for long distance calling. People calling you from an international location must dial an international access code and the dedicated cellular number. You will receive the number and detailed instructions upon placing the order.

* Not available on all data plans.

How can I keep my number after switching a SIM card?

Upon switching a SIM card, you can use a VoIP app like Roamer or AVO to keep your domestic number while using the Keepgo SIM.

Where can I find international country codes?

Use this website to find the number you need to dial an international call: http://www.countrycodes.com

How much does it cost to call from my phone while traveling?

The voice roaming cost is dependent on your destination. For the latest Keepgo voice rates, please visit: http://www.Keepgo.com/files/pdf/VoiceTariff.pdf.

Note: Prices are used for both incoming and outgoing calls and texts.

Should I turn data roaming off?

With Keepgo's iPhones and SIM cards, the settings for international data roaming should be in the "ON" position. If your settings are in the "OFF" position, please turn it ON.
* For iPhone: To turn data roaming "On/Off",tap on Settings > General > Network > Data Roaming. Please ignore the "roaming charges" warning message.

How do I send text messages while traveling internationally?

We do not provide texts with our SIM cards. Use Skype, Viber, or WhatsApp - it's completely free if sent over the internet!

International Coverage
What is 3G network?

3G is the wireless network standard for voice and data.

How much does it cost to use 3G data while traveling?

Using data while roaming internationally is free.

Where can I use your SIM cards?

We have a coverage agreements with network carriers in more than 186 countries.
Please see the map below (for reference purposes only).
GSM world coverage map 2012
Or see AT&T LTE Coverage map: AT&T LTE Coverage map

About SIM card rentals
What is a SIM Card?

A subscriber identity module (SIM) on a removable SIM card securely stores the service-subscriber key (IMSI) used to identify a subscriber on mobile telephony devices (such as computers and mobile phones). The SIM card allows users to change phones by simply removing the SIM card from one mobile phone and inserting it into another mobile phone or broadband telephony device.

A SIM card contains its unique serial number, international unique number of the mobile user (IMSI), security authentication and ciphering information, temporary information related to the local network (also temporary local ID that has been issued to the user), a list of the services the user has access to, and two passwords (PIN for usual use and PUK for unlocking).

Is it legal to replace the SIM card?

Replacing a SIM card is completely legal.

How can I replace a SIM card?

Replacing a SIM card varies from device to device. Usually you open up the back of your phone and your SIM card is being held in a holder. Sometimes you may have to remove the battery if it's in the way. You take that SIM card out and put in the rented one.
Sometimes phones take a minute or two to load with the new SIM card.

How can I replace a SIM card in an iPhone?

1. Locate the SIM card holder on your iPhone. On the top of your phone, there are 3 ports. One is for headsets, one is the power switch, and the longer, oval one in the middle is where your SIM card is stored. Note the little hole at one end of this panel.

2. Unfold a paper clip and insert the end of it into the hole in your SIM card panel. Once you insert it, the panel pops out of place, and you can fully remove the tray holding the SIM card from your iPhone.

3. Remove your SIM card and replace it with the rented one. The tray is designed to hold your SIM card in a specific direction, so you can't insert it incorrectly. Reinsert the tray holding the new SIM card into your iPhone, and slide it in until the panel is flush with the outside of your iPhone.

NEVER USE FORCE TO INSERT THE TRAY BACK!

Can I use my own smartphone with the rented SIM card?

The SIM can be used with various models and devices. Please contact the Keepgo support team to check if our SIM cards can be used with your smartphone model.

Can I use my own iPhone with the rented SIM card?

Only designated AT&T SIM cards will work with your locked AT&T device. To ensure that your locked iPhone will work with our SIM cards, please select "World" as your destination and pick "AT&T Data Only SIM". Please contact us for additional information.

Can I unlock my own AT&T iPhone to use with your rented SIM card?

AT&T began unlocking users' iPhones on April 8th, 2012. A user who is in good standing and is out of a contract is able to contact AT&T's technical support team and ask for their iPhone to be unlocked.
For more information regarding unlocking AT&T devices, please go to AT&T's online support page - http://www.att.com/esupport/main .jsp?cv=820.

Can I use my own SIM card in the rented iPhone?

No. Our iPhones are locked on Keepgo SIM cards. Only our SIM cards can be used with our iPhones.

What happens to my smartphone after I replace a SIM card?

Nothing. The only difference there will be after replacing a SIM card is a different cellular number*. All your settings, contacts, and apps will remain exactly as with your original SIM card.
* Not available on all data plans

Where can I find my new number for the rented SIM?

We will email you your rented SIM number once the chip is activated*.
* Not available on all data plans

My Keepgo SIM card came with a PIN number. When/where do I enter it?

On some SIM cards, you will usually need to enter the PIN number on startup.
Regardless, please save both numbers (PIN + SuperPIN) in case you are prompted to enter them.

What number will I have with your SIM card?

Our SIM cards may have various country codes and numbers*. Please contact our support for additional details.
* Not available on all data plans

I've selected the data only plan - will I be assigned a phone number?

A phone number is assigned only when you elect to include voice services.

Can the SIM card be used with iPads and cellular modems?

Our microSIM cards can be used with iPad devices and cellular modems. Our SIM cards can be used with any smartphone or tablet PC.

How do I change the APN settings back to my carrier's after using APNChanger?

Go to "Settings" -> "General" -> "Profile" -> click "Remove" -> confirm the remove.

How do I change network carrier APN settings on your device and make the SIM work?

To enable your device to use Keepgo™ SIM cards, you will need to change your device's APN settings.

To automatically change the APN settings on Apple devices:
Please log-in to your personal account on our website from your iPad/iPhone Safari Browser (Wi-Fi connection is required) at: http://www.Keepgo.com/account/
* Click the "APN Install" link on the left hand side.
* Click the "Configure device" button in the right hand side.
* Please follow the configuration process through completion.

To manually change the APN settings, please fill the following APN parameters in settings of your device: APN, Username, Authentication type (if any), and Password.
Then restart your device.
For Apple devices: Settings > Cellular > Cellular Data Network.

You may find the APN Settings on your personal account at http://www.Keepgo.com/account/ in the APN Settings section.

For all devices, both Cellular Data and Data Roaming should be ON.
For Apple devices: to turn data roaming "ON/OFF", tap on Settings > General > Network > Data Roaming.

Can I use the tethering/hotspot feature with the rented SIM card?

Availability of the wireless hotspot (tethering) feature depends on the selected destination(s) and the operator(s) we use there. Please contact Keepgo support team prior to your departure to check if your rented SIM will tether at the selected destination(s). Call +1 800 355 1118 or email us at support@keepgo.com.

Cruise Services
Will I be able to roam on cruise ships?

Starting on June 1, 2014, we temporarily won't provide service on Cruise Ships.

Troubleshooting
Though I have a SIM card installed, my phone is showing a "No SIM" message. What can I do?

The SIM card is defected.
Please contact Keepgo and we'll ship you a replacement SIM card ASAP.

I'm getting very low/no reception and no carrier name on my device. What is the problem?

This can happen due to one of 3 reasons:
1. Your phone is locked for use with external SIM cards, meaning you will be unable to use your phone with SIM cards that do not belong to your native carrier. Please contact your carrier to unlock your device.
2. You are located in an area with no cellular coverage. Please change your location and restart your device.
3. Your device is set to be used with the wrong carrier. Please go to your settings menu and set "Carrier Selection" to "Automatic."

I have the Keepgo SIM card installed, but I'm getting "No Service" message.

Your SIM card is not activated. Please contact the Keepgo support team and we'll activate your SIM card.

I'm getting good reception and I see a carrier name, but there is no 3G sign next to the carrier name.

Roaming is restricted with your device.
Please go to your device's settings menu and set roaming for "On."

I'm trying to go online, but I am getting the following message: "Could not activate cellular data network. You are not subscribed to a cellular data service"

If you're trying to go online and you're getting the following message: "Could not activate cellular data network. You are not subscribed to a cellular data service," it means your APN setting are not correct/set.
You will need to set an APN (Access Point Name) that corresponds to the SIM Keepgo sent you.

To change the APN settings on your device, open the following site on your iPad or iPhone Safari Browser: apn.Keepgo.com (requires Wi-Fi internet connection).
* Click "Automatically."
* Select carrier from the drop-down menu: "World - Keepgo" (default carrier).
* Click on "Install Profile" and install it on your iPad or iPhone device.

For modems and other smartphones, please change the APN settings manually:
Enter the following information:
APN: wap.cingular (lower case).
User Name: WAP@CINGULARGPRS.COM (all upper case).
Password: CINGULAR1 (all upper case).