FAQs

You can ask us anything and we will be pleased to help but first check this page. Your question may have already been asked by someone else and answered by us.

GENERAL

What is a Backpackwifi Hotspot device?

It’s a compact mobile modem and router in one, small enough to take with you so you can stay connected on up to 10 compatible devices during your stay in Portugal. It gives you a secure, consistent and fast internet connection, while saving a fortune on data roaming fees.

Does the Backpackwifi device have to be connected to the electricity supply for it to work?

No, the WiFi device works with its own battery so you can use it anywhere at any time. If you want to extend the battery life of your Backpackwifi device, we recommend you to rent an extra battery and you will be able to recharge the battery when and where needed.

Do I need to activate the service?

No need to activate. The portable Backpackwifi, are already activated, configured and ready to use.

What can I do with the Backpackwifi?

Our mobile hotspot will give you full access to the internet. Every usual usage is possible. You will also have access to every data consuming application of your smartphone, tablet or computer:
• Receive and send emails
• Use maps to find your way (https://maps.google.pt/)
• Use applications to find the best places during your stay (www.tripadvisor.com › Europe › Portugal)
• Use Internet to check all useful information for your travel
• Play Pokémon GO (http://www.pokemon.com/)
• Stay in touch with family and friends (https://www.skype.com/pt/)
• Post your experience on your social network (https://www.facebook.com/); https://www.instagram.com/

How do I set up Backpackwifi Device?

It’s just like using any other WiFi network. You select the network (SSID) and enter the provided password. There is a manual included in our rental package.

Why do I need my WiFi hotspot?

Data roaming charges are expensive, with an average 100 MB of data consumption per day, invoice can be really large.
Our solution provides you a service at low cost. We have NO ADDITIONAL COSTS or hidden fees. With our rental service, you will have a high speed access to internet at a limited cost

How many devices can it connect at the same time?

The Backpackwifi equipment can be connected up to 10 devices depending on the model.

Can Backpackwifi be charged via USB?

Yes, it can be charged via USB. Our rental package comes with an USB cable.

How long does the battery last?

A fully charged battery lasts around 5 to 7 hours. The device can be charged via the USB outlet or a wall outlet (both cables included). However, it really depends on how often and how long you use the device.
If you want to extend the battery life of your Backpackwifi, we recommend you to rent an extra battery and you will be able to recharge the battery when and where needed.

Does Backpackwifi include SIM card inside? Or do I have to buy one?

The official speed is around 10 Mbps for upload and 150 Mbps for download.

Is unlimited traffic really unlimited?

Yes, 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 a number of other variables

Are there restrictions on mobile data communications?

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

How can I easily reserve it?

To make the booking, simply press “Order Now” from the Backpackwifi website. The form allows you to select the arrangement that best suits you. We do require a minimum rental period of three days.

BOOKING & PAYMENT

Is Backpackwifi charged in a daily or hourly basis?

The Backpackwifi rental fee is charged on a daily basis, not an hourly basis. Please make sure you choose the right number of days on the booking page. For example, if you want to use the Backpackwifi device from May 1 to May 3, please choose “3” days.

Is it possible to extend my rental period?

Yes, it is possible to extend it unless we are fully booked. The extra fee will be calculated based on your original daily rental rate. Please contact us.

I did not receive a confirmation email for my order. Has my order got through?

It is possible that your order did not go through successfully for some reason.
Please contact us for further assistance.

When am I billed for the rental?

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

Are there other costs?

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

Do you accept cash on delivery?

Unfortunately, we do not. We only accept payment by credit card or PayPal account. We are considering other payment options in the near future though.

How is the WiFi security deposit credited?

PayPal credits the refund according to how the original payment was made. If you used a credit card, PayPal credits your credit card. If you used a funding source other than a credit card, your PayPal balance will receive the credit. If you used both a credit card and another source, the credit card portion goes to the credit card, and the remainder goes to your PayPal balance. Please note, refunds to credit cards can take up to 30 days to appear on your statement.

Do you take a security deposit?

Yes. We take EUR30 as a deposit, but it will be refunded to your credit card within 24-48 hours after your Backpackwifi package is returned.

COVERAGE

Does VoIP (e.g. Skype) and messaging services (e.g. whatsapp) work with the Backpackwifi device?

Yes, it works in the Backpackwifi device.

And if there is no coverage where I am traveling to?

Most of the populated areas in Portugal have coverage. We use the mobile networks of NOS. Their coverage in Portugal is 99% in 3G and 80% in 4G. This means that you will have 4G coverage, in any city or sizable village. In remote areas you can always count on having 3G coverage. The internet connection is available in all Portuguese territory, including the Madeira and Azores islands. The connection will not be available outside Portuguese territory (for example, Spain). Please check the coverage map for all details of our BackpackWiFi device.

Is there a signal in the Metro/Underground?

Nowadays, in practically all the subway lines there is a signal, but there are still a few stations and parts of some lines in which the unit will not work.

Does it work at sea?

No, we cannot guarantee it’ll work.

Can I use Backpackwifi device outside of Portugal?

No, it does not work outside of Portugal.

What is the maximum distance I can be away from the Backpackwifi device for it still to work?

The signal radius is 15 meters in open space.

 

DELIVERY & PICK-UP

How many days in advance should I place an order?

Our website requires at least 3 days in advance to place an order. But the earlier, the better as we might run out of stock. And we also give early purchasers discounts if you order three weeks or earlier.

I’m already in Portugal. How quickly can you deliver?

Please contact us using our customer support contacts. We can normally deliver it within 1 or 2 days, charging an additional express delivery fee.

How can I pick it up at the airport?

You can pick it up at the Post office. Please check the business hours of each airport’s post office and if whether you can arrive early enough to pick it up or not.

What is required to collect the BackpackWiFi package at the post office?

Your identification (passport) will be required. Please make sure your reservation has your exact name as on your passport.

How can I pick it up at the hotel?

You can ask the front desk for your package. In cases where the front desk informs you that your package hasn’t arrived yet, please ask them to double check their mailbox or with other staff as they sometimes misplace it.

How can I pick it up at the residence or Airbnb?

As the shipping company does not require anybody to receive or sign anything, the package will be dropped at the mailbox of the residence. Please check the mailbox or ask the landlord / owner to do so.

How much is the shipping fee?

No shipping fees, all included in final price.

Do you ship overseas?

Unfortunately, we do not ship overseas.

ORDER MANAGEMENT

Can I amend my booking information after placing an order?

If you want to change your rental dates, extend the rental period etc. after placing your order, you can of course do so. Just contact us and we’ll make the necessary arrangements.

How can I cancel my booking?

If for any reason you need to cancel your booking, you can do so without penalty before your rental date starts. 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.
After your rental date starts, we will charge a cancellation fee equal to EUR20.00. The rental fees for the period you had the device will be exempt from the refund. You will need to return the device to us on the day that you cancel your order – days where you are in possession of the device cannot be refunded.
Please contact us if you have to cancel your order.

What should I do if the item was damaged or didn’t work when I received it?

All the items are checked before sent out. However, if it was damaged or didn’t work when you received it, please contact us and let us know your order number as soon as possible. We will give a full refund after checking the device or SIM card.
It is very unlikely that a WiFi device unit would stop working, but if it did, the OUR ADVISED for 90% of the cases can be found in the following scenarios:

RETURN

Will I have to pay any postage for returning?

No, we will provide a prepaid return envelope for return, so you do not have to pay anything. If the customer leaves Portugal without posting the device, it is his responsibility to ship it as soon as possible and pay for the international return shipping charges

What should I do if I lose the return envelope?

Please contact us and we will provide you our address. Go to a post office and sent it to our address.
You can also ask the reception of your hotel to return it to us, using their services

What happens if I don’t return the device?

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: 70€
• AC adapter: 20€
In the case of delayed return after the end of the renting period, you will incur on a daily penalty fee 3€/day. We consider the return date, the date that the envelope is postmarked by the post, and we add 2 days of additional tolerance.

What does the return date mean?

It is the date you drop it off at the post office. We request you to do so by midnight on that date.

Is it easy to find a postbox?

Yes, it is fairly easy as there are a lot of them all over Portugal (CTT- Correios de Portugal) . You can find them at corners of some streets, some convenience stores, and at major airports. Please note that there will be NO postbox after the passport check / security control. You can also ask at the reception to return it if you are staying at a hotel.

How can I check if my return is completed?

On the day we receive back the complete package, free of damage, we fully refund you the deposit. You will receive an email confirmation. Your Backpackwifi rental package had been successfully returned.

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