- HOW DO I CHECK THE DATA PLANS IF I PURCHASE MORE THAN 1 TOP-UP SIM CARD?
Please click "purchase history" to see the ICCID.
- HOW DO I INSTALL MY IVIDEO SIM CARD?
Insert the SIM card into your device according to the SIM slot required. The SIM card will be activated according to the use period you select. If the internet is not connected, please set up the APN. The APN setting instructions will be in the manual.
- IS IVIDEO SIM CARD APPLICABLE TO ANY SMARTPHONE?
Please check if your smartphone supports the frequency of our SIM card. Actual usage conditions may vary according to the apps installed on your phone or your phone type.
Please confirm your phone details before purchasing SIM cards as there are many phone brands with different features.
Some dual SIM phones are not suitable for our SIM cards. If you are using a dual SIM smartphone, we suggest you insert the SIM card in port 1. If you need two SIM cards, please select port 1 as the default for internet data.
iVideo SIM cards are not suitable for locked phones.
- HOW LONG WILL MY SIM CARD BE VALID FOR?
The validity period of your SIM card will be set according to the data plan and the start date you choose.
► Ex. If you purchase a 5-day data plan SIM card, and you set the start date on 1/1, the card will be valid till 1/5. The validity time will be counted in hours, so for a 5-day data plan, the SIM card will be valid for 120 hrs.
- IS THERE A DATA USAGE LIMIT? IF SO, WHAT WILL HAPPEN IF I EXCEED MY DATA USAGE PLAN?
Based on your SIM card plan, once you have reached your daily data usage limit, the internet speed will automatically be throttled or cut off. 4G LTE speed will be resumed the next day according to local time.
We suggest you turn off the device when not in use, and turn off auto-update and auto-backup functions on your phones and tablets.
>>Stopping Automatic Updating on Mobile Devices
- HOW DO I ACTIVATE THE NEXT DATA PACKAGE OF A TOP-UP SIM CARD EARLY?
To activate the next data package of a Top-Up SIM card early, click here and click ‘Terminate Early’.
Note: If you terminate the current data package of a Top-Up SIM early, then the remaining days and usage will be voided without any refund.
Data packages will be activated in order of time and cannot be manually selected. Daypass cannot be terminated early.
- HOW DO I KNOW IF IVIDEO SIM CARD WILL FIT INTO MY PHONE?
All of our SIM cards are 3-in-1 SIM (Nano, Micro, Normal) that fit in every unlocked phone.
- CAN I USE HOTSPOT FUNCTION ON MY SMARTPHONE WITH IVIDEO SIM CARD?
Japan SIM Card: The iOS system doesn't support this function; as does some of the phones and tablets of the Android system.
Non-Japan SIM Card: iOS systems above 9 don't support this function; so some of the phones and tablets of Android systems.
*If you would like to share WiFi service with others, we recommend you rent a pocket WiFi device instead.
- DOES IVIDEO SIM CARD SUPPORT A GAME APP OR REGULAR APP ON MY PHONE?
iVideo SIM card does not 100% support all kinds of apps. Ex. Pokemon Go is not supported by a SIM card.
- CAN IVIDEO SIM CARD BE USED FOR PHONE CALL OR SMS?
Currently, all of our SIM card products are data-only packages, voice calls & SMS are not available.
- HOW MUCH IS THE SHIPPING FEE FOR SIM CARD DELIVERY?
Click here to check the delivery fee for SIM cards.
- HOW FAR IN ADVANCE SHOULD I PLACE MY ORDER FOR SIM CARDS?
| USA Hotel / Home Delivery |
2-day shipping |
By 10 AM 2 business days before the start date. |
| Standard shipping |
By 10 AM 3 business days before the start date. (Depends on the destinations) |
| Japan Post Office at Airport |
By 10 a.m. 3 business days before the start date.
*For Hokkaido, Hiroshima, New Chitose Airport, and Fukuoka Airport pickup:
Please place the order before 10 a.m. 4 business days before the start date.
|
| Japan Hotel / Home Delivery |
| iVideo Japan Store |
By 10 a.m. 1 business day before the start date. |
| Taiwan International Airport |
Convenience Stores |
By PM 2 days before the start date. |
| Pelican Not available |
By 7:30 PM 1 day before the start date. |
| Pickup Counter |
By 2 PM 2 days before the start date. |
| Hotel / Home Delivery |
By 2 PM 2 days before the start date. |
| Hotel / Home Delivery (Chunghwa Post) |
By 2 PM 5 days before the start date. |
| iVideo Taiwan Stores |
Before 12 PM on start date. |
Global Hotel/Home Delivery
Not available |
Please refer to the link below to check the delivery period needed for your country and book in advance
>>Global Pickup Locations |
- DO I NEED TO RETURN THE SIM CARD AFTER DONE USING?
For products displayed in the SIM card section, there’s no need to return the SIM card, just dispose of it after your rental period.
For products displayed in the WiFi device section, you will need to return the SIM card after your rental period has ended.
- WHAT SHOULD I DO IF I'M HAVING A CONNECTION PROBLEM?
Please note that iVideo SIM cards are only available in its corresponding countries. If you have issues with your internet connection, please restart your phone or move to another location and try again. Alternatively, please contact our customer support for help.
>>Customer Support
- DO I GET A REFUND IF THE SIM CARD DOESN'T WORK?
If you didn’t use the product, the product wasn’t working or the activation failed, you may claim a refund, provided that the SIM card is not expired. You will need to send the SIM card back to us at your own expense. We will process the refund after confirming there is no data consumption record.
- CAN I USE COUPON CODES OR DISCOUNTS WHEN PURCHASING SIM CARD PLANS?
Coupon codes and discounts do NOT apply to SIM card items.
- CAN I USE MY REMAINING IVIDEO BALANCE WHEN ORDERING A SIM CARD?
Currently, the iVideo account balance cannot be applied to SIM card products. You will need to make a credit card payment when purchasing a SIM card.
- WIll I BE CHARGED IF I RECEIVE OR SEND AN SMS?
A compensation of $43 will be charged. If you send an SMS by mistake, please contact customer service.
- HOW DO I APPLY TO UNLOCK MY PHONE OR DEVICE?
If your phones or other devices are contract-bound or locked, please refer to the following solutions.
- 1. Please contact your carrier to unlock your phones or devices.
- 2. If you have paid all fees for your phones or devices from the carrier, you can try to contact the company to permanently unlock them.