Keepgo | Frequently Asked Questions

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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?

Keepho 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.

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 10 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 card 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 devices that do not support in 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 might be charged by your home operator for making and receiving regular phone calls when 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 Yes (additional app required)
Number of devices that can be connected via tethering option Up to 10 N/A
WiFi signal range Approx. 10m/32ft N/A
Battery life 6 hours of usage
23 hours in standby mode (WiFi disabled)
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 64 countries worldwide and be able to simultaneously connect up to 10 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 easily test the service before departure. Simply activate your SIM or Mobile Hotspot to test the service and make sure that your mobile Internet runs smoothly. You may have to configure the APN settings on your mobile phone to activate your SIM. There is no need to change the settings on your Mobile Hotspot. You will be able to test the service in all countries and territories covered by Keepgo.

What data speeds will I get with Keepgo?

You will be able to enjoy data speeds up to 3G+ on Keepgo supported networks around the world.

How do I activate my SIM card?

The SIM card will be activated automatically upon first connection. Do not forget to enable "Data roaming" and edit the APN settings in your device. Alternatively you may download the Keepgo app available on App Store and Google Play, which will change the settings automatically. 

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;
    • For Android devices: go to Keepgo mobile app > Test connection. You can download the Keepgo app in the play store/app store.
  • On your Keepgo Mobile WiFi Hotspot.

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?

    You can connect up to 10 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 
    • Make sure that the EU roaming option is turned OFF

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

    Tethering (Internet sharing) is not supported with Keepgo Lifetime mobile data SIM.

    You can use Keepgo Mobile WiFi Hotspot to connect up to 10  devices to the Internet in any location covered by Keepgo. 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 up to 10 mobile devices
    • You can work for longer periods of time without connection drops or data 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 Skype, iCall, Viber or FaceTime. You will not be able to make regular phone calls.

    How do I charge my WiFi Hotspot?

    You may charge your WiFi hotspot by connecting it to a power outlet using the USB cabel included in the package. A fully charged battery will last for about 6 hours with enabled WiFi or 300 hours in standby mode.

    Data Balance

    What is the initial balance on my data SIM?

    Your SIM will come prepaid with 1GB (1,024 Mb) of 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 Looks Like
    Email 10000 text only emails
    Voip Calls 700 minutes of Skype calls
    Web Surfing Nearly 50 hours of web surfing (no videos)
    GPS navigation 100 hours of GPS navigation
    YouTube 27 X 5min of video clips
    Social Media 2000 posts on social media outlets (with photos)

    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 data?

    Please use the following link to refill your data balance online. Alternatively, you may use the Keepgo App to refill your data.

    Where can I check my current data balance?

    You can check your current data balance in your Personal Account or Data Refill page on the website. Alternatively you can check your balance on the Keepgo App.

    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.

    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 38 countries worldwide. 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 38 countries worldwide. For more information please review our Shipping Policy.

    Coverage

    Which countries are covered by the Keepgo service?

    Keepgo provides service in the following 64 countries (listed alphabetically):

    Argentina, Australia, Austria, Azores, Belgium, Brazil, Bulgaria, Canada, Canary Islands, Chile, China Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Gibraltar, Great Britain UK, Greece, Guatemala, Hawaii, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Mexico, Monaco, Netherlands, Nicaragua, Norway, Panama, Peru, Poland, Portugal, Puerto Rico, Romania, San Marino, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Thailand, Turkey, Uruguay, USA, Vatican City, Venezuela.

    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 sites 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 15% OFF their purchase


    Do referral codes only work with first time buyers?

    No, there aren’t any restrictions on referral codes.

    If you know someone who would like to purchase another SIM or Mobile Hotspot, send them your referral code to keep earning data.

    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  48 hours 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 15% 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.