Pocket Wifi support: first use, shipping and return
Everything you need to use your Pocket Wifi on your trip: how to turn it on and connect, how shipping and return work, and what to do if something is wrong.
- Ready to use
- Up to 11 devices
- Return with prepaid label
Jump to: Shipping and return·FAQs·Contact us
Your Pocket Wifi at a glance
It arrives ready to use: turn it on and connect. Along with the device you receive the user manual, with the instructions and settings (APN included) for your destination.
before departure: when we ship your Pocket Wifi
devices that can connect at the same time
of battery: 12 with heavy use, 24 with moderate use
working hours after you return to send it back, prepaid label included
First use
Every device is tested and shipped with a fully charged battery.
- 1
Turn it on
Press and hold the power button.
- 2
Connect to its Wi-Fi
From your phone or computer, look for the Pocket Wifi network. The network name (SSID) is shown on the device; the password is shown only on the device.
- 3
Browse
No other settings are needed: on arrival it connects to the local network by itself.
Shipping and return
You receive it at home before you leave and send it back when you return, with no extra costs.
You receive it at home
We ship it 7 days before departure, to your home or to a locker or an InPost Point.
You use it on your trip
Turn it on and connect: it is already ready, with a charged battery.
You return it
You have 48 working hours after you get back to send it back, with the prepaid label included.
Shipping costs: €6.99 for home delivery, €4.99 to a pick-up point or locker. The cost paid at checkout also includes the return. All the details in the FAQs.
I cannot connect
Try these checks, in order.
Automatic connection
On arrival the device should connect to the local network by itself. Wait a few minutes.
Restart the device
Turn it off, wait a few seconds and turn it back on.
Manual APN (last resort)
If nothing worked, enter the APN by hand. It depends on your destination and is in the user manual you received with the Pocket Wifi.
Slow or congested network
In high season local networks can be very crowded. Restart the device or move to a less busy area.
Reduced speed after heavy use
Once you pass 10 GB a day at maximum speed, the speed drops until the next day. You can check your usage on the Pocket Wifi screen.
The device does not turn on
Plug it in to charge for at least 10 minutes, then press and hold the power button for 10–15 seconds.
Frequently asked questions about the Pocket Wifi
Answers to the most common questions.
Which dates do I need to enter in the order?
The date you leave Italy and the date you return from your destination. Please be precise: we need them to organize shipments correctly.
When and where does the Pocket Wifi arrive?
It is shipped 7 days before your departure with the method chosen at checkout: home delivery by express courier or pick-up at a locker or an InPost Point. Delivery is currently limited to Italy.
How much does shipping cost?
Home delivery costs €6.99; delivery to a pick-up point or locker costs €4.99. The cost paid at checkout also includes the return.
What is in the box?
The kit includes the Pocket Wifi, the charging cable with plug and a hard case. When you order you can add accidental damage insurance or rent a power bank.
How do I return it?
After you get back you have 48 working hours to send it back. We provide a prepaid return label, included in the initial shipment and in the cost paid at checkout: there are no extra costs. In some cases the label may be sent to you later by email.
How many devices can I connect?
Up to 11 at the same time: phones, tablets and computers for your whole group. The Pocket Wifi works with any device that has a Wi-Fi connection.
How long does the battery last?
12 hours with heavy use, 24 hours with moderate use. For long days, bring a power bank.
Is the data really unlimited?
The included data plan is unlimited but subject to a Fair Usage Policy: every day you get 10 GB at maximum speed. Once you pass the threshold, speed drops to 256 kbps, enough for messages, browsing and maps, although more slowly. The threshold resets every midnight (Japan time) or every 24 hours of use in the rest of the world. You can check your usage directly on the Pocket Wifi screen. The service is designed for tourist use.
What happens if I damage or lose it?
Without insurance, excess charges apply: €79 for damage to the Pocket Wifi (for example broken glass or a deformed casing), €199 if it is lost, €15 for each damaged or lost accessory and €35 for the power bank. For accidental damage you can add the optional insurance to your order. If something happens during your trip, write to us right away.
Which destinations is it available for?
The Pocket Wifi is available for several destinations. See all available destinations.
Where do I find the APN?
The APN depends on your destination and is shown in the user manual you receive together with the Pocket Wifi.
Still need help? Choose the right channel
We are an Italian service and we reply in Italian and English.
Already purchased?
Message us on WhatsApp, 24 hours a day, 7 days a week, even during your trip. The number is in your order confirmation email.
Questions before you buy?
Write to us by email: we reply within 24 working hours, Monday to Friday, 9:00 to 18:00 (CET).