General Questions (4)

What is Pocket WiFi?
Pocket WiFi is a mobile wireless router that easily fits in your pocket and creates a personal WiFi zone.
What are the advantages of renting a Pocket WiFi?
Pocket WiFi devices create a personal internet connection that you can share with other people. Thus, as a traveler you can stay connected during your stay in Turkey without buying any local SIM card.
Do I need to pay roaming charge to my home carrier?
Since Pocketwifiturkey work as a WiFi, you can turn on flight mode or turn off data roaming of your device in order to avoid any roaming charges.
Can I rent only the SIM Card?
Pocketwifiturkey Kits come as a full package and there is not an option of renting a SIM card by itself.

About The Device (11)

What is included in the Pocketwifiturkey Kit?
The Pocketwifiturkey Kit includes a mobile WiFi device, an extra battery, a USB cable, a user’s manual, a USB wall plug and a plastic return package inside a compact bag.
Can I use an external power bank to charge the Mobile Hotspot?
Yes you can. We already provide one with the device that can be used to charge your Pocketwifiturkey device or your own mobile phone.
Can I rent more than one Pocketwifiturkey Kit at the same time?
Yes, you can choose quantity and book up to 9 kits at the same time on our website.
If I have a SIM-locked phone, can I use Pocketwifiturkey?
Since you connect your mobile phone to Pocketwifiturkey through WiFi and do not charge your SIM card, you can use it with a SIM-locked phone.
How many device can I connect to Pocketwifiturkey?
You can connect up to 10 devices (tablets, phones, laptops etc.) to one Pocketwifiturkey.
What kind of devices Pocketwifiturkey Kit work with?
Any kind of WiFi enabled device such as smartphones, tablets, laptops, desktop computers, etc. can connect to Pocketwifiturkey
What is the download speed of the device?
The download speed is at the maximum limit available in Turkey which is around 30-40 Mbps in city centers with 4.5G network.
Can I use Skype, Viber, Facetime with Pocketwifiturkey?
You can use any type of instant messaging application and make calls over internet using Pocketwifiturkey.
Can I use P2P programs with Pocketwifiturkey?
You cannot use P2P programs like Torrent with your Pocketwifiturkey.
How long does the battery last?
When fully and properly charged the battery lasts around 5 - 6 hours on normal usage. After your battery gets low, you can charge your device on the go with the extra battery provided inside your Pocketwifiturkey Kit.
What should I do if I lose the device or any additional pieces?
If you lose anything within the Pocketwifiturkey Kit, you need to inform us as soon as possible. Unless you have an official police report, you will be responsible for the costs of missing parts.

Network Coverage (4)

What is the maximum distance I can be away from the modem?
The maximum range of Pocketwifiturkey modem is 10 meters for outdoor use.
Is there a coverage on a cruise?/ Is there a signal out at sea?
You can use Pocketwifiturkey wherever there is mobile phone coverage. As far as you are close to the coast, you will have a 3G/4G coverage. We have had many happy guests who used the Pocketwifiturkey Kits on cruises without any problem.
Can I use the device outside of Turkey?
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Which cities can I use the device within Turkey?
Pocketwifiturkey devices work anywhere with mobile network coverage which means all over Turkey.

Booking / Reservation (10)

Can I extend/shorten the rental period?
You can extend your reservation for €5.99 per day after your reservation starts. In case you want to shorten, terminate or extend your rental, it is as simple as reaching us by email with your reservation number. We will refund you the rental fee for the unused days at the end of your rental.
Can I cancel the reservation?
You can cancel your reservation any time before the device is delivered which means one day in advance for Istanbul and 2-3 days in advance for the locations outside of Istanbul. If you decide to cancel after your device is already delivered, you will be charged the minimum rental fee and delivery fees if there is any.
How can I re-schedule my reservation?
After you book your Pocketwifiturkey, you can e-mail us regarding the changes on your plans. We will simply update your reservation on the system and send you a new confirmation e-mail.
How can I book a device?
You can simply book a device through Pocketwifiturkey.com by selecting the period, pick up, and drop off locations you want and completing the payment process.
How many days in advance should I book the hotspot?
We kindly advise you to book your device 7-8 days in advance in order to avoid any delay or availability issues. Most of the times, we are fully booked for last minute arrangements.
Can I place a last minute order?
We do not advise last minute orders in order to avoid availability issues, however if your dates are available on our website, you can place an order. Just keep in mind that deliveries outside of Istanbul take 1-2 business days.
Do you have special prices for long term rental ?
Pocketwifiturkey offers better prices for short-term visitors, but for sure you can book a device for a period of time as long as you want.
I haven't decide my last hotel yet, what should I do?
You can type down the name of the city you plan to leave the device for return address. Please keep in mind that we expect you to pay the additional shipment cost if the location is outside of Istanbul. We also need you to let us know the return location 48 hours before your rental ends. Otherwise, you may be responsible for any additional costs occurred in return arrangement of your device. You can type down ‘to be decided later’ and let us know when it is determined.
How do you count and charge the rental days?
We count the rental days from one midnight to other. In order to coordinate the delivery and return process easier with your hotel, the rental dates (check-in & check-out) supposed to be synchronised with your hotel reservation.
Are there any hidden costs?
There is no hidden or additional cost. Our prices are all-included.

Delivery Process (3)

Can I pick the device up at the airport?
You can receive your device at New Istanbul Airport (IST) or Sabiha Gokcen International Airport (SAW). While booking your device, you can choose airport delivery option and provide your flight details. Please keep in mind that we do not have airport return option.
What time will I receive the device?
We deliver devices before guests’ arrivals. So your device will be ready to pickup when you arrive.
How do I get my Pocketwifiturkey Kit?
When your device is delivered, you will receive an e-mail with the name of the person who keeps your device for you. If your delivery point is a hotel you can ask your device at the reception or concierge of your hotel. If your delivery point is airport, you can follow the instructions on the e-mail to find our team at the airport.
What pick up location options are available?
You can get your device at hotels, hostels or Airbnb apartments all over Turkey with a confirmed reservation. You can get your device at a private apartment if you have a local contact person who is willing to cooperate with us for delivery and return of your Pocketwifiturkey. Additionally, you can receive your device at New Istanbul Airport (IST) or Sabiha Gokcen International Airport(SAW).
Can you deliver a device to outside of Istanbul?
Sure, we deliver our devices anywhere in Turkey that cargo companies can reach. We will need a confirmed hotel reservation or a local contact person who can help us coordinate the shipment process.
How many days does it take to be delivered?
We usually deliver devices on the same day within Istanbul. For the locations outside of Istanbul shipments take 1-3 business days. We suggest our guests to book several days in advance in order to avoid any delays in delivery.
My flight arrives at Istanbul Airport/Sabiha Gokcen Int'l Airport at 3 am. Can I still receive my Pocketwifiturkey at the airport?
Our teammates work at both airports 24/7 and make delivery of prebooked and confirmed reservations. You can be sure to receive your device at the airport anytime you want.
I have a connecting domestic flight after my international flight to Istanbul. Can I still receive my device at New Istanbul Airport or Sabiha Airport?
Yes, our teammates will wait for you at the international arrival hall after the passport control. You can meet our team there before you take your domestic flight. At New Istanbul Airport and Sabiha Gökçen Airport, you need to walk from international terminal to domestic terminal and we just wait for you in between there.

Shipment (1)

How long do the shipments take outside of Istanbul?
It depends on the city but generally it takes 1-3 business days. If your reservation starts outside of Istanbul, please make sure you allow enough time for the shipment.

Return Process (4)

Can I return my device at the airport?
Yes, You can drop off your device at New Istanbul Airport (IST) or Sabiha Gokcen International Airport (SAW).
I do not know my return hotel yet, can I still book an Pocketwifiturkey? I do not know my return hotel yet, can I still book an Pocketwifiturkey?
Yes, you can book your Pocketwifiturkey and choose only the city of your return hotel and mention your hotel name as 'To be decided later'. In this case, you need to inform us at least 48 hours before your rental ends. Please keep in mind that you might be responsible for any inconvenience which may be caused by not updating your return location on time.
At what time should I return the device to the reception of my hotel?
You can leave your device at the reception of your hotel anytime before midnight within the last day of your rental. We kindly ask you to inform us when and to whom you hand the device.
How do I return my device?
You can simply put all equipment inside the plastic return bag provided in the kit, seal it and leave it at the reception of your hotel or you can hand it to your host. We kindly ask you to inform us when you hand your device. Our team will take care of the rest.There is no return option at the airport.

Payment And Cancellation (3)

What payment options do you have?
You can pay with any major credit or debit card from our secure payment system. You can also pay with several local payment options . PayPal has stopped its operations in Turkey since June 2016 and we are looking for a solution to accept PayPal payments soon. We accept Cash payments but only at your hotel.
Can I come by to your office and pay in cash?
Yes, We accept Cash payments but only at your hotel.
I want to cancel my reservation and get a refund. What should I do?
If your device is not delivered, you can inform us by e-mail, so we can cancel your reservation and refund the full amount. If your device is already delivered and you want to cancel the reservation, you will be charged for the minimum rental fee and for delivery costs if there is any. If you decide to terminate your reservation earlier than its final day, you can let us know by e-mail and we refund the unused days back to your account. You never pay for what you did not use.

Customer Support (1)

At which times of the day can I contact with you?
You can e-mail us 24/7 regarding a question, technical or any kind of issue and we will respond quite fast. The best way for contacting us is e-mail but if your situation is extremely urgent, you can reach us via phone.