Technical Support

How to avoid using my own data? 

To avoid roaming charges please follow these steps: 

Turn on settings -> Select Network/Cellular -> Turn Data Roaming/Cellular Data off 


Troubleshooting Guide

If your G3 device is not functioning properly, here are some possible causes and solutions:

Issue

Solution

Unable to find the WiFi network

Your device may be too far away from the hotspot. Please stay within 32 feet/10 meters of the hotspot.

Device will not connect to internet

1. Restart the device by turning off the device and powering it back on.

2. Try to connect within 5 -10 minutes.

Code 18

1. Your device is not activated. Please check your activation date.

2. If your device should be activated but it is not working, please contact customer service to troubleshoot.

Internet connection is slow or weak

Our service is connected to local cellular networks. You may be in a weak signal area. Try restarting the device.

Other issues

Please contact customer service.



Need more help?

Please  give us a call or live chat if the above troubleshooting fails.  

Order/Payment Issues

How can I rent a ROAMING MAN wifi hotspot?

You can rent a ROAMING MAN WiFi hotspot via our website. Click “Get Wifi” on the top right hand corner and select your destination. If you’re travelling to multiple locations select “Global 4G WiFi hotspot”.

 

You can get a ROAMING MAN device delivered to you or pick up a device from either our office in NYC or from our vending machine located in Flushing, Queens.

Need more information? Watch our how to videos 

 


How far in advance do I need to place my order?

We encourage you to place your order as early as possible – you don’t want to leave this to the end. We offer free ground shipping which takes 5-8 business days. However we understand that some plans are made last minute only – in which case we suggest selecting Express Shipping (3-5 business days for $9.90) or Next Day Shipping (1-2 business days for $29.90)

 


What if I am travelling to multiple destinations?

If you’re travelling to multiple destinations, select Global 4G WiFi Hotspot when you order. Your device will be activated for every country on our coverage list.

 


Is there a minimum limit for the number of rental days?

Yes. Minimum rental period is 5 days.

 


What is activation start date?

Activation start date is when you want your WiFi service to start. For example: If you’re travelling to Europe, and you want to have WiFi from the day you land, you pick that day to be your activation day.

 


Is the activation date when I start using the device or the date I would receive my device?

Activation date is when you want your WiFi service to start.

 


I am travelling for an extended period of time. Am I able to use this device for 2 months?

Please contact us directly at infous@roamingman.com or call us at 877-402-7626.

 


Can I purchase a device?

Currently we do not offer the option to purchase the device. But we are planning on having that option in the future. Please follow us on our social channels for future updates.



How can I pay for my order?

We accept payment via Visa, MasterCard cards and PayPal.

 


I did not receive my order confirmation email! Did my order go through?

In the event that you did not receive a confirmation  email, please check your spam/junk folder and notify us via email at supportus@roamingman.com

 


Can I cancel my order?

You may cancel an order before the device is shipped. If the device has already been shipped, your order cannot be cancelled. You will need to return the device to us once you receive it in order to process any additional refunds. A shipping and/or restocking fee may apply.

 


How do ROAMING MAN Vending Machines work?

If you choose to pick up the device at our self service kiosk, you will receive a  code through email after placing an order. This code is used for pickup and return of the device.

 


I am in NYC. How can I pick up the device?

Please select “Pick up from office” when you’re ordering your device. Our office is located near Grand Central Station. Please email your order number, pickup and return time to supportus@roamingman.com for an appointment. You can pick up the device Monday-Friday from 9:30 AM -5:30 PM (excluding holidays). Our address is located below:

 

ROAMING MAN

205 E 42nd St 20th Floor

New York, NY 10017

 

Please call us at 1-877-402-7626 when you reach the lobby of the location. A member of our team will come down with your device promptly. 




Delivery/Returns

When will I receive my device?

Orders placed by Noon EST Monday through Friday will be processed the same day.

Orders placed on weekends and holidays will be processed the following business day.

 

We offer free ground shipping which takes 5-8 business days. However we understand that some plans are made last minute only – in which case we suggest selecting Express Shipping (3-5 business days for $9.90) or Next Day Shipping (1-2 business days for $29.90)

 

Returns are always free with the prepaid return label included with your order.

 

 

What if the order arrives after I have left for my destination?

We apologize for the inconvenience. We do our best to make sure you receive the device before leaving for your trip. However, if for any reason, you don’t receive the device, we will issue you a refund.

 

 

Can I change the shipping address or other information for my order?

We will be happy to change the shipping address, or extend the rental period for your order! Please email our customer care team (supportus@roamingman.com) with your order number and the updated information ASAP, as we are only able to make changes to your order when it has not yet been shipped.

 

 

I need to change the shipping address for my order, but my order has shipped!

So sorry for the issue! You should still be able to update your information on the USPS website! If your package returns to us due to an incorrect address, it will be cancelled and refunded; you will be notified if this happens.

 

 

How can I return the device?

Your order will come with a return label. Please attach the return label to a box containing the device and drop off at any US post offices within 2 business days  after the end date of your order.

 

Alternatively, if you choose not to use the label offered, please ship your return prepaid and insured to:

 

ROAMING MAN

205 E 42nd St 20th Floor

New York, NY 10017

 

 

What if I lost my return label?

Please contact customer service at supportus@roamingman.com or contact us via the live chat feature on our website and we can get you another return label.

 

 

Is there a fee associated with returns?

All returns are free, with the prepaid label included with your order.

 

 

How do I know you have received my return?

You will receive a confirmation email once we have received your return.



What if I am not able to return the device?

You are responsible for the safe and timely return of your ROAMING MAN Wifi device. If you fail to return the device back in time, you will be charged $9.99/day for every day after two business days. If the device is lost or damaged, you will be charged for the full cost of the device amounting to $100.

 

 

Where is the Pickup location?

 

Manhattan New York

Pickup location: 205 E 42nd St, New York, NY 10017

Business hours: Mon-Fri 09:30 am--5:30 pm (excluding holidays)

Please email your order number, contact number, preferred time and terminal to supportus@roamingman.com  to make an appointment for pickup and/or return.


Please note that we currently do not offer self pick up from kiosks.

 


ROAMING MAN Service


What is ROAMING MAN?

ROAMING MAN is an international WiFi service provider. ROAMING MAN WiFi hotspot can connect any WiFi enabled devices such as smartphones, laptops, and tablets to 4G speed internet. It requires no SIM cards or cables, and can be used in over 130+ countries or regions around the world. Wherever you go, just turn on your ROAMING MAN WiFi hotspot and enjoy surfing the internet.


What devices does it work with?

Any Wi-Fi enabled device, such as smartphones, laptops and tablets, will work with our ROAMING MAN WiFi hotspot device. Up to 5 devices may be connected simultaneously.


What is the difference between G2 and U2?


Model Name

ROAMING MAN U2

ROAMING MAN G2

Color

Silver Gray

White/Orange

Shareable

5 devices

5 devices

Battery Life

13 hours

15 hours

Speed

4G LTE

4G LTE

Max Upload Speed

50Mbps

50Mbps

Max Download Speed

150Mbps

150Mbps

Battery Capacity

3500mAh

6000mAh

Device Dimensions

127mm*65.7mm*14.2mm

117mm*63.8mm*20.9mm

Screen Display

No Screen

3.5 inch LTD

Weight

151g

200g

Powerbank

Not included

Included

What device will I receive?

All customers will receive the U2 Device. If a customer wants to receive the G2 because of the powerbank capability, they must request it by calling 1-877-402-7626 with their order number.


Do I have to configure anything before connecting my device to ROAMING MAN?

No configuration is necessary. Turn on the ROAMING MAN device then select the wifi hotspot name on your device. Enter the password located on the back of ROAMING MAN device.


Can I check my data usage?

Daily data usage may be checked with any mobile browser. Enter 192.168.43.1 into the address window and your daily data usage will be displayed. A user guide with detailed instructions will be included in your ROAMING MAN pouch.


Do I get unlimited data usage?

Generally, data usage is unlimited, but in some regions and countries, FUP (Fair Use Policy) may be applied when an individual user has exceeded a certain amount of data within 24 hours. When the data usage reaches 500MB within a day (24 hours), the connection speed may slow down to 384kbps for download and upload speeds. The connection speed will recover to high speed again the following day.

 

Where will my ROAMING MAN WiFi Hotspot works?


ROAMING MAN WiFi hotspot works in the following 130+ destinations:

Asia Countries/Regions: Bahrain, Bangladesh, Brunei, Burma, Cambodia, China, Hong Kong China, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kuwait, Laos, Macao China, Malaysia, Mongolia, Nepal, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan China, Tajikistan, Thailand, United Arab Emirates, Vietnam, Yemen


South America Countries: Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Peru, Suriname, Uruguay, Venezuela


North America Countries/Regions: Anguilla, Antigua and Barbuda, Aruba, British Virgin Islands, Canada, Cayman Islands, Costa Rica, Curacao Islands, Dominican Republic, El Salvador, Grenada, Guadeloupe, Guam, Guatemala, Haiti, Jamaica, Martinique, Mexico, Nicaragua, Panama, Puerto Rico, Saint Martin, Saipan, Saint Vincent and the Grenadines, Trinidad and Tobago, Turks and Caicos Islands, United States


Africa Countries: Algeria, Angola, Egypt, Ghana, Kenya, Madagascar, Mauritius, Morocco, Nigeria, South Africa, Tanzania, Tunisia, Western Sahara, Zambia


Europe Countries/Regions: Åland Islands, Albania, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of man, Italy, Jersey, Land Islands, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Vatican


Oceania Countries: Australia, Fiji, New Zealand


Will it work on a cruise ship?

ROAMING MAN will work by ports or on land where there is cell reception, but not far out at sea (only satellite technology is available far from land). However, ROAMING MAN Hotspots will work when your ship gets closer to ports and at cruise destinations. The closer you are to land, the better connection you will receive. 


Will it work on an airplane?

Sorry, your ROAMING MAN hotspot will not work on an airplane. 

ROAMING MAN partners with local cellular carriers to provide outstanding data service for our users. Only satellite technology works up in the air.


Service location

  • 205 E 42nd St 20th Floor, New York, NY 10017

Customer Service and Support

  • 1(877) 402-ROAMING (402-7626)(Monday - Friday 10 AM - 5 PM EST)

General Inquiries

  • Email:supportus@roamingman.com
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