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faq 2018-04-30T12:09:01+00:00

Frequently Asked Questions

Can I send text/SMS/multi-media messages with the FLINK WiFi Hotspot? 2018-05-01T00:33:56+00:00

FLINK WiFi Hotspots do not enable regular SMS/MMS via cellular networks, however they allow messaging via Whatsapp, Skype, Viber, GoogleChat, MSN etc. over data networks.

Can I make phone calls with the FLINK WiFi Hotspot? 2018-05-01T00:32:22+00:00

FLINK WiFi Hotspots only provide data services, and do not support regular cellular voice calls. However, our service does support most VoIP (Voice-over-Internet Protocol) call applications such as FaceTime Audio, Facebook calls, Skype and more.

Does the FLINK WiFi Hotspot work for video streaming? 2018-05-01T00:30:17+00:00

FLINK is not optimized for heavy streaming or video. The FLINK WiFi Hotspot will have a high speed connection for data use up to 500 MB. You may burn through this amount pretty quickly using video streaming, so you would probably want to stream at the start of the day. FLINK is ideal for web surfing, social media and other standard consuming applications rather than high consuming video streaming applications.

Can I use the FLINK WiFi Hotspot on ship cruises or on planes? 2018-05-01T00:28:42+00:00

Your FLINK WiFi Hotspot will only work by ports or on land where there is standard mobile cell reception, but not out at sea or at flight-level.

Is using the FLINK WiFi Hotspot safe? 2018-05-01T00:27:08+00:00

Although there is never a 100% guarantee, the FLINK WiFi Hotspot uses WPA2 technology, making it much safer than public WiFi services.

What is the daily data allowance and speed? 2018-05-01T00:25:40+00:00

The amount of data is unlimited, just the speed will be throttled after a certain consumed amount of data (Fair-Use).

The FLINK WiFi Hotspot provides access to the fastest network globally (HSPA+), with speeds up to 3G/4G/LTE (H+) hybrid. This may vary from country-to-country depending on local data networks.

If there is high usage (over 500MB) within 24-hours after activating the hotspot, the connection will go to a lighter 3G/2G speed, which is great for e-mail, web surfing, social media, apps, messaging, and WiFi calling. Data speed limit will always automatically reset after 24-hours.

What about my Hotel WiFi and free WiFi Hotspots? 2018-05-01T00:21:49+00:00

While your Hotel WiFi is definitely the best option for video streaming (not optimal with FLINK WiFi Hotspots), it is often slow, unreliable and unsafe. This is the same for free WiFi Hotspots. With both options you are usually bound to a small area and cannot freely move about! If you want to use active maps or your GPS, you will need a mobile Hotspots to refresh your maps or navigation apps on the go.

How much can I save by renting a FLINK WiFi Hotspot? 2018-05-01T00:20:16+00:00

A lot! You can save a lot by renting a FLINK WiFi Hotspot when travelling (especially to non-EU countries if you are a EU-citizen) and not needing to use data roaming abroad. For example, 100 MB of data abroad from international carriers can cost up to € 2.000! Most international data plans also only work on one device.

How does coverage affect data speed? 2018-05-01T00:18:46+00:00

In general, the better the signal in your area (indicated by more reception bars), the faster the connection speed of the FLINK WiFi Hotspot should be. The best signal is received out in the open.

Abolition of roaming surcharges within the EU 2018-05-01T00:16:07+00:00

Since June 15, 2017 the EU roaming regulation abolished roaming surcharges for persons with EU mobile contracts within the EU. This means, that customer can apply their national data packages in EU countries without additional charges. However, neither unlimited nor completely free. The customer will use his national data package when travelling within the EU. If the local data packet is limited (for example, 1, 3, 10GB / month), this also applies for roaming in EU countries. On average travelers use more data when abroad than at home.

CAUTION: The EU Roaming Regulation will not apply to travels outside the EU nor for non-European travelers!

Where will the FLINK WiFi Hotspot work (coverage)? 2018-05-01T00:08:15+00:00

FLINK works together with over 100+ carriers around the world.

FLINK operates on cellular data. The virtual SIM embedded in the hotspot gives you access to our local mobile data partners.

FLINK works with carrier partners, so our hotspot gives you connection with our vSIM wherever there’s cell reception.

We depend on the network coverage of the local carriers and can therefore not guarantee full coverage in all of the offered countries. If you would like more details, our support team would be happy to help you via support@getflink.com.

Online booked FLINK WiFI Hotspots = coverage list

AUSTRIAN AIRLINES SPECIAL = coverage list

How does the FLINK Hotspot work? 2018-05-01T00:05:17+00:00

FLINK delivers a local carrier experience without the hassle or expense of roaming fees using a new technology called Virtual SIM (vSIM).

A normal SIM card contains your personal information and gets locked to a particular cellular carrier when your phone is first activated. If you want to use a different cellular carrier after you activate your phone (like when you are travelling), you are out of luck unless you change your SIM card or pay high roaming charges to use a different cellular network.

FLINK Hotspots Virtual SIM technology however, can connect to dozens of different cellular networks in 100+ countries. When you travel, the FLINK WiFi Hotspots Virtual SIM makes a query to find out what country it is in. It then connects to our server, which remotely delivers new SIM information to the Virtual SIM, allowing FLINK to connect to local cellular networks.

And you never even have to change your SIM card, the hotspot does everything automatically!

What is a FLINK WiFi Hotspot? 2018-05-01T00:04:19+00:00

A FLINK WiFi Hotspot is a small battery powered wireless modem/router that connects any WiFi enabled device – smartphones, laptops and tablets – to a 3G and/or 4G/LTE internet connection. A FLINK WiFi Hotspot requires no installation, cables or software. It works like a regular WiFi hotspot, but fits in your pocket and battery powered, giving you a secure, consistent and fast internet connection wherever you are, without paying for data roaming fees.

The FLINK WiFi Hotspots are perfect travel companions keeping you connected via WiFi around the world. No more switching SIM cards, trying to unlock your phone or horrifying data roaming fees.

You can use the FLINK WiFi Hotspot in as many countries as you want (where FLINK has coverage) without having to select the countries you are going to visit beforehand. The FLINK WiFi Hotspot is a prepaid, contract-free hotspot that is great for travellers headed on multi-country trips. The WiFi network is shareable on up to 5 of your devices.

What happens if I stated the wrong delivery/return address when booking online? 2018-05-01T07:32:27+00:00

Please contact us as soon as possible via email to support@getflink.com (please state your order number in the email). Once the package has been sent, charges might apply to change the destination address.

Do I have to be present when my FLINK WiFi Hotspot gets delivered to my home of hotel address? 2018-05-01T07:28:57+00:00

Online rented/bought FLINK WiFi Hotspots:

Yes. If you want to receive your hotspot at a private address, somebody has to be present to sign the delivery.

If you want to receive your hotspot at a hotel address, please inform the reception to accept the delivery for you before your check-in (this may occur up to three days before your arrival).

We may deliver your package with the FLINK Hotspot before or on your rental start date. Please ensure that someone is available to receive, sign and accept the delivery of the package.

How/When will I receive my FLINK WiFi Hotspot? 2018-05-01T07:26:55+00:00

Online rented/bought FLINK WiFi Hotspots:

Please have a look on the following table for details on our delivery options.

AUSTRIAN AIRLINES SPECIAL:

You will receive the FLINK WiFi Hotspot directly in-flight on non-EU flights (Duty-Free sales).

Where does FLINK deliver to? 2018-05-01T07:24:45+00:00

Online rented/bought FLINK WiFi Hotspots:

We can ship the FLINK WiFi Hotspot which you ordered online to any hotel or private address within the FedEx footprint.

We accept and process, but are not able to send any packages on weekends (Saturday & Sunday) or Austrian public holidays. No deliveries on weekends or public holidays in the destination countries. Please check whether there is a holiday or weekend in your destination country before booking.

AUSTRIAN AIRLINES SPECIAL:

We do not deliver these FLINK WiFi Hotspots. Please rent them directly during your non-EU flight via the Duty-Free onboard sale.

If I chose self-return, where should I send the FLINK WiFi Hotspot to? 2018-05-01T07:48:58+00:00

Please send the Hotspot and all the equipment back to the following address (you are responsible for the delivery and the costs):

FLINK GmbH
Plösslgasse 11/3B
1040 Vienna
Austria

You are responsible for the safe and timely return of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

I have lost my prepaid envelope/FedEx return label/pre-filled self-return envelope. What should I do? 2018-05-01T07:46:32+00:00

No problem, please send the Hotspot independently to this address (you are responsible for the delivery and the costs):

FLINK GmbH
Plösslgasse 11/3B
1040 Vienna
Austria

Please write us an email to support@getflink.com to inform us. You are responsible for the safe and timely return of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

I forgot to return my FLINK WiFi Hotspot. What should I do? 2018-05-01T07:45:10+00:00

No problem. Please contact us immediately via email at support@getflink.com and send the FLINK Hotspot back to us (you are responsible for the delivery and the costs):

FLINK GmbH
Plösslgasse 11/3B
1040 Vienna
Austria

If the device is returned within a reasonable time-period and the reason is justified (according to FLINK) we may not charge you a penalty fee.

You are responsible for the safe and timely return of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

What if the FLINK WiFi Hotspot gets lost on the way back? 2018-05-01T07:41:42+00:00

Attention! You are responsible for the safe and timely return of your FLINK WiFi Hotspot. For this reason, we always recommend using a trackable return method.

How quickly do I have to return my FLINK WiFi Hotspot? 2018-05-01T07:40:03+00:00

Online rented FLINK WiFi Hotspots:

When returning the FLINK Hotspots via FedEx, Postal Service or self-return method, the drop-off/ postmark on your return package can be maximum one day after your rental ends. You can place the prepaid/prefilled envelope in a post box on weekends as well without fearing late-charges.

Equipment rented from one of our distribution partners has to be returned to the same locationwhere it was collected upon Rental End Date/Time, unless a prepaid envelope was ordered in the booking process (see above). Please consider the opening hours.

AUSTRIAN AIRLINES SPECIAL:

All rentals should be returned no later than 7 days after last day of use. The date of arrival at FLINK counts.

How/Where can I return my FLINK WiFi Hotspot? 2018-05-01T07:36:30+00:00

Online rented FLINK WiFi Hotspots:

Please return the FLINK Hotspots with the method selected in the order process. However, in any case the hotspot has to be returned no later than 1 day after your rental period has ended.

AUSTRIAN AIRLINES SPECIAL:

OPTION 1 – FREE RETURN AT THE VIENNA AIRPORT

For free returns at the Vienna Airport, proceed to the:

Tourist Info Vienna Airport

Check-In 3 Level 0 – Arrivals Hall

(publicly accessible)

open daily, 07:00 – 22:00

and hand it over to an employee.

OPTION 2 – SELF-RETURN METHOD

Place the FLINK Hotspot and all accessories back into the pouch. Place the pouch in the envelope provided and send it back to the following address (shipping costs are on you):

FLINK GmbH

Plösslgasse 11/3B

1040 Vienna

Austria

You are responsible for the safe and timely return (max. 7 days) of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

OPTION 3 – Return with enclosed Envelope and Fedex Return Label

  1. Place the FLINK Hotspot and all accessories back into the pouch. Use the enclosed envelope (grey) for sending. Close and seal it by removing the adhesive strip.
  2. Fill in the form on enclosed FedEx return label. Fill in the following sections only:
    1. Date: The date on which you want to return the package
    2. Senders Name: your name
    3. Phone: your phone number
    4. Address, City, Country, Postal Code: the address where the package shall be picked up
    5. Email Address: your email address
    6. Signature: Sign the form on the bottom right (important!)
  3. Split off the first page and keep it as your reference.
  4. Call FedEx from the following countries and arrange a pick-up:
  • Austria: 0800 123 800
  • Germany: 01806 111 800
  • Switzerland: 0848 1 33339
  • Czech Republic: 800 133 339
  • Slovakia: 0850111911
  • Slovenia: 080 21 91
  • Italy: 199 151 119

For all other countries:

Go to www.fedex.com select your country and click on “contact” to find out the phone number.

  1. Hand over the closed envelope and the completed FedEx return label to the FedEx employee. In case you cannot do so, please ask your reception (self-responsibility/liability).

BILLING

We will bill you for the return of the package according to your saved payment method upon arrival.

Go to www.getflink.com/returncosts to check for rates.

Can I shorten my rental period? 2018-05-01T07:58:12+00:00

No sorry, you cannot shorten the rental period (no retransfers of rental fees).

Can I cancel my booking? 2018-05-01T07:56:39+00:00

Online rented FLINK WiFi Hotspots:

Yes. You may cancel your booking without penalty as long as your hotspot has not been sent to you. To do so please write an E-Mail to support@getflink.com (please state your order number in the message). You will not be able to cancel your order once it has been delivered to you.

How can I extend my rental period? 2018-05-01T07:54:47+00:00

Online rented FLINK WiFi Hotspots:

Please inform us as soon as possible if you would like to extend your rental period via support@getflink.com (please state your order number). At the end of your rental we will always check how many days your FLINK Hotspot has been used. We may charge your payment type accordingly. If we do not receive this written information via email before your Rental End Date, late-fee charges may apply.

AUSTRIAN AIRLINES SPECIAL:

Go to www.getflink.com/activate and just simply buy more Daypasses. In case of rental, no more than 5 days may pass until the purchase of additional Daypasses online.

Is there a deposit for the FLINK WiFi Hotspot? 2018-05-01T07:52:15+00:00

Yes. There is a deposit of € 130,00 per device throughout the rental period. This amount will neither be charged nor will it be held on your credit card or other payment method. FLINK however, reserves the right to recharge the credit card (or other payment method) in case of loss or severe damage.

How far in advance should I book my FLINK WiFi Hotspot? 2018-05-01T07:50:42+00:00

Online rented FLINK WiFi Hotspots:

The earlier, the better! Due to limited availability, especially during peak travel seasons, we recommend you place your rental order at least 10 days prior to your departure date. You can, however, place orders closer to your departure date. We accept and process, but are not able to send any packages on weekends (Saturday & Sunday in Austria) or Austrian public holidays. No deliveries on weekends or public holidays in the destination countries. Please check whether there is a holiday or weekend in your destination country before booking.

AUSTRIAN AIRLINES SPECIAL:

You do not have to book in advance. Your flight should have a FLINK WiFi Hotspot in the Duty-Free trolley.

What should I do if my FLINK WiFi Hotspot does not work? 2018-05-01T08:11:31+00:00

Please try to restart the FLINK WiFi Hotspot by switching it off and back on again. If you still experience problems, please get in touch with us via support@getflink.com.

Is there a Data limit? 2018-05-01T08:10:44+00:00

No, you can surf the web as much as you like. However, to ensure the same quality of service to all our customers there is a speed throttling after 500MB of data per 24-hours.

How long does the battery last? 2018-05-01T08:04:53+00:00

A fully charged battery lasts around 6-8 hours (online rented Hotspots)  and around 12-15 hours (for AUSTRIAN AIRLINES SPECIAL Hotspots) while in use (20 hours on standby). The device can be charged via the USB outlet or a wall outlet (USB cable included). The hotspot is set to not turn off automatically, to ensure that your connection is not interrupted.

How do I connect one or multiple devices to the FLINK WiFi Hotspot? 2018-05-01T08:00:48+00:00

Online rented FLINK WiFi Hotspots

  1. Turn on the FLINK WiFi Hotspotby pressing the power button on the right side of the device for 3-5 seconds.
  2. Find your FLINK hotspot WiFi SSID and password by navigating the menu as follows: Menu > Wi-Fi Information.
  3. From your WiFi-enabled device (smartphone, tablet, laptop), search for and select the SSID (example: Skyroam_FLINK_C0123) from the list of available WiFi networks.
  4. Enter the password.
  5. Your device will now connect to the FLINK WiFi Hotspot and is ready to use.

Up to 5 devices can connect to a FLINK Hotspot at a time. Please note that the connection speed will be shared among each device connected, so having 5 devices connected at the same time could result in noticeable speed slowdown.

AUSTRIAN AIRLINES SPECIAL

  1. Turn on the FLINK WiFi Hotspot by pressing the power button on the right side of the device for 3-5 seconds.
  2. Find your FLINK hotspot WiFi SSID and password on the back of the Hotspot (small white label at the bottom)
  3. From your WiFi-enabled device (smartphone, tablet, laptop), search for and select the SSID (example: FLINK123456) from the list of available WiFi networks.
  4. Enter the password (small white label on the back of the Hotspot at the bottom).
  5. Your device will now connect to the FLINK WiFi Hotspot and is ready to use.

Up to 5 devices can connect to a FLINK Hotspot at a time. Please note that the connection speed will be shared among each device connected, so having 5 devices connected at the same time could result in noticeable speed slowdown.

What about VAT/Tax? 2018-05-01T08:23:25+00:00

Online rented FLINK WiFi Hotspots:

VAT is included in our online prices. In case you are using the FLINK Hotspot for business and need a VAT invoice, please send us an email to support@getflink.com

AUSTRIAN AIRLINES SPECIAL:

All purchases are Duty-Free.

When do I get charged? 2018-05-01T08:20:31+00:00

You will be charged according to your payment type, but typically right after ordering. If you prolong your rental period, the additional charging will occur after your rental period.

Additional charging may occur if the FLINK Hotspot is not returned/broken or accessories are missing.

AUSTRIAN AIRLINES SPECIAL

For new Daypass purchases or the purchase of the FLINK WiFi Hotspot, you will get charged immediately according to your saved credit card details provided in the registration process.

When will I receive my confirmation/invoice? 2018-05-01T08:17:11+00:00

Online rented FLINK WiFi Hotspots:

The invoice/confirmation (one document) will be sent via email following your order. If you did not receive an invoice by email within 30min. following your order (and you are sure it has not landed in your junk/spam folder), please contact us at support@getflink.com

AUSTRIAN AIRLINES SPECIAL:

You will not receive an invoice from FLINK for your initial €29,00 Duty-Free order onboard. You will get this directly from Austrian Airlines. For all future purchases (e.g Daypasses, purchase of Hotspot) the invoice/confirmation (one document) will be sent via email following your order. If you did not receive an invoice by email within 30min. following your order (and you are sure it has not landed in your junk/spam folder), please contact us at support@getflink.com

What forms of payment do you accept? 2018-05-01T08:16:27+00:00

For online purchases we only accept VISA, MasterCard, Diners, JCB, American Express and CUP.

 

Do you accept cash payments?

Online rented FLINK WiFi Hotspots:

No, unfortunately currently we do not accept cash payments. We accept VISA, MasterCard, Diners, JCB, American Express and CUP

AUSTRIAN AIRLINES SPECIAL:

For the initial €29,00 order onboard, Austrian Airlines accepts cash payments in various currencies. For all future purchases (e.g Daypasses, purchase of Hotspot) we only accept VISA, MasterCard, Diners, JCB, American Express and CUP

I lost/broke my FLINK WiFi Hotspot or it got stolen. What should I do? 2018-05-01T08:25:53+00:00

Please contact us immediately via email at support@getflink.com (please state your order number in your message). You are solely responsible for all loss or damage to the equipment during the rental period. The charges will be applied towards your deposit (see Terms and Conditions).

I lost/broke my FLINK WiFi Hotspot or it got stolen. What should I do? 2018-05-01T08:25:53+00:00

Please contact us immediately via email at support@getflink.com (please state your order number in your message). You are solely responsible for all loss or damage to the equipment during the rental period. The charges will be applied towards your deposit (see Terms and Conditions).

What about VAT/Tax? 2018-05-01T08:23:25+00:00

Online rented FLINK WiFi Hotspots:

VAT is included in our online prices. In case you are using the FLINK Hotspot for business and need a VAT invoice, please send us an email to support@getflink.com

AUSTRIAN AIRLINES SPECIAL:

All purchases are Duty-Free.

When do I get charged? 2018-05-01T08:20:31+00:00

You will be charged according to your payment type, but typically right after ordering. If you prolong your rental period, the additional charging will occur after your rental period.

Additional charging may occur if the FLINK Hotspot is not returned/broken or accessories are missing.

AUSTRIAN AIRLINES SPECIAL

For new Daypass purchases or the purchase of the FLINK WiFi Hotspot, you will get charged immediately according to your saved credit card details provided in the registration process.

When will I receive my confirmation/invoice? 2018-05-01T08:17:11+00:00

Online rented FLINK WiFi Hotspots:

The invoice/confirmation (one document) will be sent via email following your order. If you did not receive an invoice by email within 30min. following your order (and you are sure it has not landed in your junk/spam folder), please contact us at support@getflink.com

AUSTRIAN AIRLINES SPECIAL:

You will not receive an invoice from FLINK for your initial €29,00 Duty-Free order onboard. You will get this directly from Austrian Airlines. For all future purchases (e.g Daypasses, purchase of Hotspot) the invoice/confirmation (one document) will be sent via email following your order. If you did not receive an invoice by email within 30min. following your order (and you are sure it has not landed in your junk/spam folder), please contact us at support@getflink.com

What forms of payment do you accept? 2018-05-01T08:16:27+00:00

For online purchases we only accept VISA, MasterCard, Diners, JCB, American Express and CUP.

 

Do you accept cash payments?

Online rented FLINK WiFi Hotspots:

No, unfortunately currently we do not accept cash payments. We accept VISA, MasterCard, Diners, JCB, American Express and CUP

AUSTRIAN AIRLINES SPECIAL:

For the initial €29,00 order onboard, Austrian Airlines accepts cash payments in various currencies. For all future purchases (e.g Daypasses, purchase of Hotspot) we only accept VISA, MasterCard, Diners, JCB, American Express and CUP

What should I do if my FLINK WiFi Hotspot does not work? 2018-05-01T08:11:31+00:00

Please try to restart the FLINK WiFi Hotspot by switching it off and back on again. If you still experience problems, please get in touch with us via support@getflink.com.

Is there a Data limit? 2018-05-01T08:10:44+00:00

No, you can surf the web as much as you like. However, to ensure the same quality of service to all our customers there is a speed throttling after 500MB of data per 24-hours.

How do I charge my FLINK WiFi Hotspot? 2018-05-01T08:08:03+00:00

To charge your FLINK Hotspot battery, plug the provided micro-USB cable into the charging interface of the device. Connect the cable to any powered USB outlet (wall or laptop).

Note: Spare batteries are not yet on the market! If you’re worried about not having enough battery life, we highly recommend grabbing a power bank before you go!

How long does the battery last? 2018-05-01T08:04:53+00:00

A fully charged battery lasts around 6-8 hours (online rented Hotspots)  and around 12-15 hours (for AUSTRIAN AIRLINES SPECIAL Hotspots) while in use (20 hours on standby). The device can be charged via the USB outlet or a wall outlet (USB cable included). The hotspot is set to not turn off automatically, to ensure that your connection is not interrupted.

How do I connect one or multiple devices to the FLINK WiFi Hotspot? 2018-05-01T08:00:48+00:00

Online rented FLINK WiFi Hotspots

  1. Turn on the FLINK WiFi Hotspotby pressing the power button on the right side of the device for 3-5 seconds.
  2. Find your FLINK hotspot WiFi SSID and password by navigating the menu as follows: Menu > Wi-Fi Information.
  3. From your WiFi-enabled device (smartphone, tablet, laptop), search for and select the SSID (example: Skyroam_FLINK_C0123) from the list of available WiFi networks.
  4. Enter the password.
  5. Your device will now connect to the FLINK WiFi Hotspot and is ready to use.

Up to 5 devices can connect to a FLINK Hotspot at a time. Please note that the connection speed will be shared among each device connected, so having 5 devices connected at the same time could result in noticeable speed slowdown.

AUSTRIAN AIRLINES SPECIAL

  1. Turn on the FLINK WiFi Hotspot by pressing the power button on the right side of the device for 3-5 seconds.
  2. Find your FLINK hotspot WiFi SSID and password on the back of the Hotspot (small white label at the bottom)
  3. From your WiFi-enabled device (smartphone, tablet, laptop), search for and select the SSID (example: FLINK123456) from the list of available WiFi networks.
  4. Enter the password (small white label on the back of the Hotspot at the bottom).
  5. Your device will now connect to the FLINK WiFi Hotspot and is ready to use.

Up to 5 devices can connect to a FLINK Hotspot at a time. Please note that the connection speed will be shared among each device connected, so having 5 devices connected at the same time could result in noticeable speed slowdown.

Can I shorten my rental period? 2018-05-01T07:58:12+00:00

No sorry, you cannot shorten the rental period (no retransfers of rental fees).

Can I cancel my booking? 2018-05-01T07:56:39+00:00

Online rented FLINK WiFi Hotspots:

Yes. You may cancel your booking without penalty as long as your hotspot has not been sent to you. To do so please write an E-Mail to support@getflink.com (please state your order number in the message). You will not be able to cancel your order once it has been delivered to you.

How can I extend my rental period? 2018-05-01T07:54:47+00:00

Online rented FLINK WiFi Hotspots:

Please inform us as soon as possible if you would like to extend your rental period via support@getflink.com (please state your order number). At the end of your rental we will always check how many days your FLINK Hotspot has been used. We may charge your payment type accordingly. If we do not receive this written information via email before your Rental End Date, late-fee charges may apply.

AUSTRIAN AIRLINES SPECIAL:

Go to www.getflink.com/activate and just simply buy more Daypasses. In case of rental, no more than 5 days may pass until the purchase of additional Daypasses online.

Is there a deposit for the FLINK WiFi Hotspot? 2018-05-01T07:52:15+00:00

Yes. There is a deposit of € 130,00 per device throughout the rental period. This amount will neither be charged nor will it be held on your credit card or other payment method. FLINK however, reserves the right to recharge the credit card (or other payment method) in case of loss or severe damage.

How far in advance should I book my FLINK WiFi Hotspot? 2018-05-01T07:50:42+00:00

Online rented FLINK WiFi Hotspots:

The earlier, the better! Due to limited availability, especially during peak travel seasons, we recommend you place your rental order at least 10 days prior to your departure date. You can, however, place orders closer to your departure date. We accept and process, but are not able to send any packages on weekends (Saturday & Sunday in Austria) or Austrian public holidays. No deliveries on weekends or public holidays in the destination countries. Please check whether there is a holiday or weekend in your destination country before booking.

AUSTRIAN AIRLINES SPECIAL:

You do not have to book in advance. Your flight should have a FLINK WiFi Hotspot in the Duty-Free trolley.

If I chose self-return, where should I send the FLINK WiFi Hotspot to? 2018-05-01T07:48:58+00:00

Please send the Hotspot and all the equipment back to the following address (you are responsible for the delivery and the costs):

FLINK GmbH
Plösslgasse 11/3B
1040 Vienna
Austria

You are responsible for the safe and timely return of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

I have lost my prepaid envelope/FedEx return label/pre-filled self-return envelope. What should I do? 2018-05-01T07:46:32+00:00

No problem, please send the Hotspot independently to this address (you are responsible for the delivery and the costs):

FLINK GmbH
Plösslgasse 11/3B
1040 Vienna
Austria

Please write us an email to support@getflink.com to inform us. You are responsible for the safe and timely return of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

I forgot to return my FLINK WiFi Hotspot. What should I do? 2018-05-01T07:45:10+00:00

No problem. Please contact us immediately via email at support@getflink.com and send the FLINK Hotspot back to us (you are responsible for the delivery and the costs):

FLINK GmbH
Plösslgasse 11/3B
1040 Vienna
Austria

If the device is returned within a reasonable time-period and the reason is justified (according to FLINK) we may not charge you a penalty fee.

You are responsible for the safe and timely return of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

What if the FLINK WiFi Hotspot gets lost on the way back? 2018-05-01T07:41:42+00:00

Attention! You are responsible for the safe and timely return of your FLINK WiFi Hotspot. For this reason, we always recommend using a trackable return method.

How quickly do I have to return my FLINK WiFi Hotspot? 2018-05-01T07:40:03+00:00

Online rented FLINK WiFi Hotspots:

When returning the FLINK Hotspots via FedEx, Postal Service or self-return method, the drop-off/ postmark on your return package can be maximum one day after your rental ends. You can place the prepaid/prefilled envelope in a post box on weekends as well without fearing late-charges.

Equipment rented from one of our distribution partners has to be returned to the same locationwhere it was collected upon Rental End Date/Time, unless a prepaid envelope was ordered in the booking process (see above). Please consider the opening hours.

AUSTRIAN AIRLINES SPECIAL:

All rentals should be returned no later than 7 days after last day of use. The date of arrival at FLINK counts.

How/Where can I return my FLINK WiFi Hotspot? 2018-05-01T07:36:30+00:00

Online rented FLINK WiFi Hotspots:

Please return the FLINK Hotspots with the method selected in the order process. However, in any case the hotspot has to be returned no later than 1 day after your rental period has ended.

AUSTRIAN AIRLINES SPECIAL:

OPTION 1 – FREE RETURN AT THE VIENNA AIRPORT

For free returns at the Vienna Airport, proceed to the:

Tourist Info Vienna Airport

Check-In 3 Level 0 – Arrivals Hall

(publicly accessible)

open daily, 07:00 – 22:00

and hand it over to an employee.

OPTION 2 – SELF-RETURN METHOD

Place the FLINK Hotspot and all accessories back into the pouch. Place the pouch in the envelope provided and send it back to the following address (shipping costs are on you):

FLINK GmbH

Plösslgasse 11/3B

1040 Vienna

Austria

You are responsible for the safe and timely return (max. 7 days) of your FLINK Hotspot. For this reason, we always recommend using a trackable return method.

OPTION 3 – Return with enclosed Envelope and Fedex Return Label

  1. Place the FLINK Hotspot and all accessories back into the pouch. Use the enclosed envelope (grey) for sending. Close and seal it by removing the adhesive strip.
  2. Fill in the form on enclosed FedEx return label. Fill in the following sections only:
    1. Date: The date on which you want to return the package
    2. Senders Name: your name
    3. Phone: your phone number
    4. Address, City, Country, Postal Code: the address where the package shall be picked up
    5. Email Address: your email address
    6. Signature: Sign the form on the bottom right (important!)
  3. Split off the first page and keep it as your reference.
  4. Call FedEx from the following countries and arrange a pick-up:
  • Austria: 0800 123 800
  • Germany: 01806 111 800
  • Switzerland: 0848 1 33339
  • Czech Republic: 800 133 339
  • Slovakia: 0850111911
  • Slovenia: 080 21 91
  • Italy: 199 151 119

For all other countries:

Go to www.fedex.com select your country and click on “contact” to find out the phone number.

  1. Hand over the closed envelope and the completed FedEx return label to the FedEx employee. In case you cannot do so, please ask your reception (self-responsibility/liability).

BILLING

We will bill you for the return of the package according to your saved payment method upon arrival.

Go to www.getflink.com/returncosts to check for rates.

What happens if I stated the wrong delivery/return address when booking online? 2018-05-01T07:32:27+00:00

Please contact us as soon as possible via email to support@getflink.com (please state your order number in the email). Once the package has been sent, charges might apply to change the destination address.

Do I have to be present when my FLINK WiFi Hotspot gets delivered to my home of hotel address? 2018-05-01T07:28:57+00:00

Online rented/bought FLINK WiFi Hotspots:

Yes. If you want to receive your hotspot at a private address, somebody has to be present to sign the delivery.

If you want to receive your hotspot at a hotel address, please inform the reception to accept the delivery for you before your check-in (this may occur up to three days before your arrival).

We may deliver your package with the FLINK Hotspot before or on your rental start date. Please ensure that someone is available to receive, sign and accept the delivery of the package.

How/When will I receive my FLINK WiFi Hotspot? 2018-05-01T07:26:55+00:00

Online rented/bought FLINK WiFi Hotspots:

Please have a look on the following table for details on our delivery options.

AUSTRIAN AIRLINES SPECIAL:

You will receive the FLINK WiFi Hotspot directly in-flight on non-EU flights (Duty-Free sales).

Where does FLINK deliver to? 2018-05-01T07:24:45+00:00

Online rented/bought FLINK WiFi Hotspots:

We can ship the FLINK WiFi Hotspot which you ordered online to any hotel or private address within the FedEx footprint.

We accept and process, but are not able to send any packages on weekends (Saturday & Sunday) or Austrian public holidays. No deliveries on weekends or public holidays in the destination countries. Please check whether there is a holiday or weekend in your destination country before booking.

AUSTRIAN AIRLINES SPECIAL:

We do not deliver these FLINK WiFi Hotspots. Please rent them directly during your non-EU flight via the Duty-Free onboard sale.

Does VoIP (e.g. Skype) work with the FLINK WiFi Hotspot? 2018-05-01T00:35:15+00:00

Voice-over-IP (VoIP) will work with the FLINK Hotspot. This includes Skype, iChat, Facetime etc.

Can I send text/SMS/multi-media messages with the FLINK WiFi Hotspot? 2018-05-01T00:33:56+00:00

FLINK WiFi Hotspots do not enable regular SMS/MMS via cellular networks, however they allow messaging via Whatsapp, Skype, Viber, GoogleChat, MSN etc. over data networks.

Can I make phone calls with the FLINK WiFi Hotspot? 2018-05-01T00:32:22+00:00

FLINK WiFi Hotspots only provide data services, and do not support regular cellular voice calls. However, our service does support most VoIP (Voice-over-Internet Protocol) call applications such as FaceTime Audio, Facebook calls, Skype and more.

Does the FLINK WiFi Hotspot work for video streaming? 2018-05-01T00:30:17+00:00

FLINK is not optimized for heavy streaming or video. The FLINK WiFi Hotspot will have a high speed connection for data use up to 500 MB. You may burn through this amount pretty quickly using video streaming, so you would probably want to stream at the start of the day. FLINK is ideal for web surfing, social media and other standard consuming applications rather than high consuming video streaming applications.

Can I use the FLINK WiFi Hotspot on ship cruises or on planes? 2018-05-01T00:28:42+00:00

Your FLINK WiFi Hotspot will only work by ports or on land where there is standard mobile cell reception, but not out at sea or at flight-level.

Is using the FLINK WiFi Hotspot safe? 2018-05-01T00:27:08+00:00

Although there is never a 100% guarantee, the FLINK WiFi Hotspot uses WPA2 technology, making it much safer than public WiFi services.

What is the daily data allowance and speed? 2018-05-01T00:25:40+00:00

The amount of data is unlimited, just the speed will be throttled after a certain consumed amount of data (Fair-Use).

The FLINK WiFi Hotspot provides access to the fastest network globally (HSPA+), with speeds up to 3G/4G/LTE (H+) hybrid. This may vary from country-to-country depending on local data networks.

If there is high usage (over 500MB) within 24-hours after activating the hotspot, the connection will go to a lighter 3G/2G speed, which is great for e-mail, web surfing, social media, apps, messaging, and WiFi calling. Data speed limit will always automatically reset after 24-hours.

What about my Hotel WiFi and free WiFi Hotspots? 2018-05-01T00:21:49+00:00

While your Hotel WiFi is definitely the best option for video streaming (not optimal with FLINK WiFi Hotspots), it is often slow, unreliable and unsafe. This is the same for free WiFi Hotspots. With both options you are usually bound to a small area and cannot freely move about! If you want to use active maps or your GPS, you will need a mobile Hotspots to refresh your maps or navigation apps on the go.

How much can I save by renting a FLINK WiFi Hotspot? 2018-05-01T00:20:16+00:00

A lot! You can save a lot by renting a FLINK WiFi Hotspot when travelling (especially to non-EU countries if you are a EU-citizen) and not needing to use data roaming abroad. For example, 100 MB of data abroad from international carriers can cost up to € 2.000! Most international data plans also only work on one device.

How does coverage affect data speed? 2018-05-01T00:18:46+00:00

In general, the better the signal in your area (indicated by more reception bars), the faster the connection speed of the FLINK WiFi Hotspot should be. The best signal is received out in the open.

Abolition of roaming surcharges within the EU 2018-05-01T00:16:07+00:00

Since June 15, 2017 the EU roaming regulation abolished roaming surcharges for persons with EU mobile contracts within the EU. This means, that customer can apply their national data packages in EU countries without additional charges. However, neither unlimited nor completely free. The customer will use his national data package when travelling within the EU. If the local data packet is limited (for example, 1, 3, 10GB / month), this also applies for roaming in EU countries. On average travelers use more data when abroad than at home.

CAUTION: The EU Roaming Regulation will not apply to travels outside the EU nor for non-European travelers!

Where will the FLINK WiFi Hotspot work (coverage)? 2018-05-01T00:08:15+00:00

FLINK works together with over 100+ carriers around the world.

FLINK operates on cellular data. The virtual SIM embedded in the hotspot gives you access to our local mobile data partners.

FLINK works with carrier partners, so our hotspot gives you connection with our vSIM wherever there’s cell reception.

We depend on the network coverage of the local carriers and can therefore not guarantee full coverage in all of the offered countries. If you would like more details, our support team would be happy to help you via support@getflink.com.

Online booked FLINK WiFI Hotspots = coverage list

AUSTRIAN AIRLINES SPECIAL = coverage list

How does the FLINK Hotspot work? 2018-05-01T00:05:17+00:00

FLINK delivers a local carrier experience without the hassle or expense of roaming fees using a new technology called Virtual SIM (vSIM).

A normal SIM card contains your personal information and gets locked to a particular cellular carrier when your phone is first activated. If you want to use a different cellular carrier after you activate your phone (like when you are travelling), you are out of luck unless you change your SIM card or pay high roaming charges to use a different cellular network.

FLINK Hotspots Virtual SIM technology however, can connect to dozens of different cellular networks in 100+ countries. When you travel, the FLINK WiFi Hotspots Virtual SIM makes a query to find out what country it is in. It then connects to our server, which remotely delivers new SIM information to the Virtual SIM, allowing FLINK to connect to local cellular networks.

And you never even have to change your SIM card, the hotspot does everything automatically!

What is a FLINK WiFi Hotspot? 2018-05-01T00:04:19+00:00

A FLINK WiFi Hotspot is a small battery powered wireless modem/router that connects any WiFi enabled device – smartphones, laptops and tablets – to a 3G and/or 4G/LTE internet connection. A FLINK WiFi Hotspot requires no installation, cables or software. It works like a regular WiFi hotspot, but fits in your pocket and battery powered, giving you a secure, consistent and fast internet connection wherever you are, without paying for data roaming fees.

The FLINK WiFi Hotspots are perfect travel companions keeping you connected via WiFi around the world. No more switching SIM cards, trying to unlock your phone or horrifying data roaming fees.

You can use the FLINK WiFi Hotspot in as many countries as you want (where FLINK has coverage) without having to select the countries you are going to visit beforehand. The FLINK WiFi Hotspot is a prepaid, contract-free hotspot that is great for travellers headed on multi-country trips. The WiFi network is shareable on up to 5 of your devices.