FAQ

This is a short list of our most frequently asked questions. For more information about our service, or if you need support, please contact Trawire Support.

  • FAQ
    • The orange pickup/return box

      Your modem comes in a orange reusable box/envelope Please use the same box for return, Pack it and drop to mailbox (fx at the Airport). We urge our customers to return the modem, fully charged to mailbox at the airport so we can prepare the modem for next customer. We reuse the orange boxes as often we can, When dropped in mailbox at the airport the only one handling our modem is Icelandic Post. When dropped at storefront it goes through many hands and things can get lost as we do not have any return agreement with our pickup location partners.

      The Pickup/Return process:
      – Pickup
      After your plane lands, go through bagage pickup and Customs gate. Head to Dunkin Donuts in the Arrivals Hall, show voucher to cashier. After receiving the modem package, open it and draw out the modem (keep the package for return and look at instructions inside the box). Turn the modem on and wait for its wifi signal (in your device’s wifi-setup). Connect to the modem with the password shown on the screen/in the modem menu (press menu button – see our faq how to see the modem info). After successful connection, head to www.hotspot.rent/activate to activate and register the modem.

      – Return
      Pack the modem and USB cord, using the same box the modem came in. Deliver it to one of two mailboxes at the Airport (its pre-stamped). One mailbox is located in the Departure Hall (see our faq for return tips).

       
    • What is unlimited usage?

      Your modem has unlimited data as long as it is used responsible. We monitor the usage and inform if people goes to wild. The more aggressively the usage you have there is less for others around you.

      If you are going wild (more than 20 GB) you will be in risk of being throttled or total service cutoff.
      Please keep your usage as tourist on the move would do. More views on the raw nature less views on the mobile screen.
      Thank you for your understanding
       
    • Modem name & password

      You can start immediately after receiving the modem.

      Turn on the modem by holding the power button for more than 3 sec.

       

      Most of our modems have SSID/WiFi name and password visible on the front screen.

      On some of the never modems you need to access the password using the menu button as shown above

       
    • Having trouble to book?

      From frontpage:
      try going direct to “Book 4G Modem” in menu

      Remember to check the terms.

      See this booking process on a iPad

      Or just rent one on arrival at KEF Airport without preorder. See www.hotspot.rent

      Please see return tips and other good info here https://iceland.trawire.com/frequently-asked-questions/

       
    • Insert SIM card error

      If this error is shown on your modem screen, do the following:
      – remove the back of the modem
      – remove the battery
      – adjust the SIM card
      Assembly again and power up the modem again.

       
    • Why activate?

      We ask you to activate the modems as soon as possible after pickup. Why? Because the modem has just 10 mb of data until activated and most important we need to be able to confirm your modem return. So save time and money and go to hotspot.rent to activate.

       
    • Easiest return?

      All modems are returned with the same orenge box it came in. Just drop the modem-box to nearest mailbox. There are mailboxes for returning the modem at Keflavik International Airport.

      The easiest return method is at the Airport Departure hall. 

       
    • Why use portable hotspots in Iceland? I have free roaming!

      It’s about offering unlimited wifi for you and up to 10 of your travel friends, unlimited, everywhere! You can hook-up all your wifi-enabled devices (not just cellphones) to the portable hotspot and use it wherever you go. Roaming with your own service provider does not guarantee unlimited access to Iceland’s fastest network in your car, in the bus, in your tent, while you’re hiking, on your bike and when you’re relaxed in your rented cottage or a hotel room.

      Foreign roaming access is often throttled (by your own service provider).

      You can call everyone at home or at work with fx. Skype, Viber or FaceTime.
      Best of all you are still using the telephone number everyone knows.

       
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at Dunkin Donuts/10-11/N1 Gas Stations:
      Direction to selected pickup location is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. You also get confirmation email from orders@trawire.com. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is best to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pickup date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • Good to know - Charging the modem

      All our modems are rented out with USB cord you can use/charge with your laptop or your own mobile/tablet charger. In more expensive Modem Packages car charger and/or USB wall charger is included. The chargers we provide are high powered so you can hold the modem fully charged while in full use.

      If you bring your own adapter – Make sure its high powered (should be able to charge iPads/Tablets)

       
    • Is there some security or password protection so someone standing next to me cannot use my wifi?

      Yes our modems are locked with network name and password.

       
    • How to navigate to pickup points without mobile internet.

      Download an area to use offline
      1. On your phone or tablet, open the Google Maps app .
      2. Make sure you’re connected to the Internet and signed in to Google Maps.
      3. Search for a place, like San Francisco .
      4. At the bottom, tap the bar that has the name of the place you searched. …
      5. Select Download .

       
    • Selecting Pickup time - Be accurate

      Select pickup and return time as accurate as you can as the modems do not stay very long at selected pickup location. Example: You land at 07:00 am it will take you at least one hour to go through airport. Pickup should been set to 08:00 am.

      We always monitor usage and will charge extra for any unusual extra usage (being little late is of course ok ;)).

       
    • If nothing works

      Better connection:

      • Place the modem on highest possible point in car/indoors.
      • If you have a USB car charger, plug the modem in while using it. when connected to power it will not reduce signal power to save battery. Please note that some chargers are low powered so it may not charge while in use at the same time.
      • Remove and erase all connection setting on your devices and connect again to the modem.

      No signal – verify signal:

      • Check your/others phone mobile signal bars (if possible) and compare it to the modem signal.
      • Restart the modem by pressing the Power Button for 10 seconds.

      If nothing works:

      • Reset the modem by pressing reset button for several seconds with fx paper clip. If you reset the modem it will also change default wifi settings. You should see the new network name and password on the modem screen when power button/WPS button is pressed.
      • No luck? Contact Trawire
       
     
  • Delivery
    • The orange pickup/return box

      Your modem comes in a orange reusable box/envelope Please use the same box for return, Pack it and drop to mailbox (fx at the Airport). We urge our customers to return the modem, fully charged to mailbox at the airport so we can prepare the modem for next customer. We reuse the orange boxes as often we can, When dropped in mailbox at the airport the only one handling our modem is Icelandic Post. When dropped at storefront it goes through many hands and things can get lost as we do not have any return agreement with our pickup location partners.

      The Pickup/Return process:
      – Pickup
      After your plane lands, go through bagage pickup and Customs gate. Head to Dunkin Donuts in the Arrivals Hall, show voucher to cashier. After receiving the modem package, open it and draw out the modem (keep the package for return and look at instructions inside the box). Turn the modem on and wait for its wifi signal (in your device’s wifi-setup). Connect to the modem with the password shown on the screen/in the modem menu (press menu button – see our faq how to see the modem info). After successful connection, head to www.hotspot.rent/activate to activate and register the modem.

      – Return
      Pack the modem and USB cord, using the same box the modem came in. Deliver it to one of two mailboxes at the Airport (its pre-stamped). One mailbox is located in the Departure Hall (see our faq for return tips).

       
    • Modem name & password

      You can start immediately after receiving the modem.

      Turn on the modem by holding the power button for more than 3 sec.

       

      Most of our modems have SSID/WiFi name and password visible on the front screen.

      On some of the never modems you need to access the password using the menu button as shown above

       
    • Why activate?

      We ask you to activate the modems as soon as possible after pickup. Why? Because the modem has just 10 mb of data until activated and most important we need to be able to confirm your modem return. So save time and money and go to hotspot.rent to activate.

       
    • Easiest return?

      All modems are returned with the same orenge box it came in. Just drop the modem-box to nearest mailbox. There are mailboxes for returning the modem at Keflavik International Airport.

      The easiest return method is at the Airport Departure hall. 

       
    • Why use portable hotspots in Iceland? I have free roaming!

      It’s about offering unlimited wifi for you and up to 10 of your travel friends, unlimited, everywhere! You can hook-up all your wifi-enabled devices (not just cellphones) to the portable hotspot and use it wherever you go. Roaming with your own service provider does not guarantee unlimited access to Iceland’s fastest network in your car, in the bus, in your tent, while you’re hiking, on your bike and when you’re relaxed in your rented cottage or a hotel room.

      Foreign roaming access is often throttled (by your own service provider).

      You can call everyone at home or at work with fx. Skype, Viber or FaceTime.
      Best of all you are still using the telephone number everyone knows.

       
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at Dunkin Donuts/10-11/N1 Gas Stations:
      Direction to selected pickup location is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. You also get confirmation email from orders@trawire.com. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is best to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pickup date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • How to navigate to pickup points without mobile internet.

      Download an area to use offline
      1. On your phone or tablet, open the Google Maps app .
      2. Make sure you’re connected to the Internet and signed in to Google Maps.
      3. Search for a place, like San Francisco .
      4. At the bottom, tap the bar that has the name of the place you searched. …
      5. Select Download .

       
    • Selecting Pickup time - Be accurate

      Select pickup and return time as accurate as you can as the modems do not stay very long at selected pickup location. Example: You land at 07:00 am it will take you at least one hour to go through airport. Pickup should been set to 08:00 am.

      We always monitor usage and will charge extra for any unusual extra usage (being little late is of course ok ;)).

       
    • Does it matter what return time is selected?

      More accurate is better. We monitor usage so if we see a lot of usage after given drop off time we could ask the reason for it. Each rental day is calculated as 24 hours. Whole new rental day is added after the first hour of  next day is selected.

       
    • Choosing hotel delivery

      We only deliver to hotels within the greater Reykjavík area and only to hotel with a front desk service.

      For more expensive modem packages you can choose to have the modem delivered to hotels. The hotel has to have full front desk service to receive the modem package and be able to forward the modem package to it’s customers. The customer has to have the hotel permission to receive the modem through their front desk. Included in the hotel package is a prepaid envelope for postal return (drop it in any mailbox in Iceland). You can find locations of mailboxes (postkassar) here.

       
    • Delivery limits - Orders 3 days or less

      If you order a portable hotspot for 5 days or less the pickup of the hotspot is only available at Keflavik Airport.

       
    • Delivering with car rental

      We do not deliver with car rentals. With more expensive modem packages we deliver to Keflavik Post Office about 9 minute drive from Keflavik Airport (open Mon-Fri 09-16:30). The safest and the easiest pickup is our Digital Postbox in Hafnarfjörður or Garðabær.

       
    • Is there a minimum rental time?

      Short answer… no. Minimum $30 is added to oders 3 days or less. Orders are not delivered to KEF Airport. There are special deliver costs within the capital area based on type of delivery.

       
    • Can under 18’s rent a device from Trawire?

      We cannot lease modems to under 18’s. However, we recognize that parents may wish to rent a device for their child / children for educational, recreational or holiday purposes and this perfectly fine as long as the standard  security conditions are met. If security conditions are met then a parent / adult must be the guarantor for the rented device. The parent / adult must book the device and we will require a deposit equal to the value of the device before we release it. This will meet the conditions of our insurance company.

       
     
  • Payment
    • Modem name & password

      You can start immediately after receiving the modem.

      Turn on the modem by holding the power button for more than 3 sec.

       

      Most of our modems have SSID/WiFi name and password visible on the front screen.

      On some of the never modems you need to access the password using the menu button as shown above

       
    • Why activate?

      We ask you to activate the modems as soon as possible after pickup. Why? Because the modem has just 10 mb of data until activated and most important we need to be able to confirm your modem return. So save time and money and go to hotspot.rent to activate.

       
    • Why use portable hotspots in Iceland? I have free roaming!

      It’s about offering unlimited wifi for you and up to 10 of your travel friends, unlimited, everywhere! You can hook-up all your wifi-enabled devices (not just cellphones) to the portable hotspot and use it wherever you go. Roaming with your own service provider does not guarantee unlimited access to Iceland’s fastest network in your car, in the bus, in your tent, while you’re hiking, on your bike and when you’re relaxed in your rented cottage or a hotel room.

      Foreign roaming access is often throttled (by your own service provider).

      You can call everyone at home or at work with fx. Skype, Viber or FaceTime.
      Best of all you are still using the telephone number everyone knows.

       
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at Dunkin Donuts/10-11/N1 Gas Stations:
      Direction to selected pickup location is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. You also get confirmation email from orders@trawire.com. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is best to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pickup date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • Delivery limits - Orders 3 days or less

      If you order a portable hotspot for 5 days or less the pickup of the hotspot is only available at Keflavik Airport.

       
    • Is VAT included on the prices?

      Yes! All our prices are with VAT.

       
    • What currencies does Trawire accept?

      US Dollars only!
      However, since there are currency restrictions in Iceland, currently in effect, the amount due and paid is converted into ISK and will appear in ISK on the credit-card holders statement.

       
    • When is my credit/debit card charged?

      When you place the order, Dalpay, Trawire’s gateway for payments,  will validate your credit/debit card and provide  an authorisation for the total amount of the charge. and the insurance deposit up to USD 150 is added. The deposit authorisation does not actually withdraw funds from the credit-card, but merely holds them for us. Even so, it will appear on the card-holders statement, until return of the Trawire device.

      Trawire will release the withheld deposit / insurance on the day of return.

      Note for KEF Airport!
      If you bring the device out of the country your holding deposit will be activated.

       
    • What methods of payment do you accept?

      We accept credit and debit cards – MasterCard, Visa, Maestro, Visa Debit, Electron and American Express.

       
    • Do you charge a holding deposit?

      Yes. Depending on type of the rented device we will require a holding deposit up to USD 150 for insurance purpose. We trust you to look after our devices. Please help us to maintain this policy by repaying our trust. Trawire reserves the right to hold the  deposit / insurance and surcharges, up to the full value of the rented device.

      All new orders require a authentic personal information on the client (name, address, phone number, e-mail etc..) and a authorized valid credit-card as authorized, completed and signed credit-card as a warranty. Regular customers will in future, be exept from this.

      Note for KEF Airport!
      If you bring the device through Check-In and out of the country, your holding deposit will be activated.

       
     
  • Device orders
    • Modem name & password

      You can start immediately after receiving the modem.

      Turn on the modem by holding the power button for more than 3 sec.

       

      Most of our modems have SSID/WiFi name and password visible on the front screen.

      On some of the never modems you need to access the password using the menu button as shown above

       
    • Having trouble to book?

      From frontpage:
      try going direct to “Book 4G Modem” in menu

      Remember to check the terms.

      See this booking process on a iPad

      Or just rent one on arrival at KEF Airport without preorder. See www.hotspot.rent

      Please see return tips and other good info here https://iceland.trawire.com/frequently-asked-questions/

       
    • No-Show and canceling an order

      If you are arriving through Keflavik Airport, please allow at least +2 hours in pickup time after you land.

      No-Show is treated as cancelling a order on same date the hire is due to start (50%).  You still have to cancel the order and if no formal cancellation is received within 24 hours from pickup time the No-Show fee is 100%.

      If you cancel an order more than 28 days before your hire period is due to start, then again there’s no cancellation fee.

      However, if you want to cancel an order less than 28 days before your hire is due to start, there’s a cancellation fee of 25% of the hire charge, rising to 50% of the hire charge if you cancel less than 14 days before your hire is due to start.

      In the example below the order is placed 17. June and pickup date set to 17. August. The cancellaton window reaches to 20. July. After that the cancellation fee is added.

      If a order is made after 20. July with pickup date set to 17. August (28 days before) cancelation fee is always added.

      Extra delivery options, purchased with order are non refundable if cancellation is placed less than 7 days before arrival.

       
    • Why activate?

      We ask you to activate the modems as soon as possible after pickup. Why? Because the modem has just 10 mb of data until activated and most important we need to be able to confirm your modem return. So save time and money and go to hotspot.rent to activate.

       
    • Easiest return?

      All modems are returned with the same orenge box it came in. Just drop the modem-box to nearest mailbox. There are mailboxes for returning the modem at Keflavik International Airport.

      The easiest return method is at the Airport Departure hall. 

       
    • Why use portable hotspots in Iceland? I have free roaming!

      It’s about offering unlimited wifi for you and up to 10 of your travel friends, unlimited, everywhere! You can hook-up all your wifi-enabled devices (not just cellphones) to the portable hotspot and use it wherever you go. Roaming with your own service provider does not guarantee unlimited access to Iceland’s fastest network in your car, in the bus, in your tent, while you’re hiking, on your bike and when you’re relaxed in your rented cottage or a hotel room.

      Foreign roaming access is often throttled (by your own service provider).

      You can call everyone at home or at work with fx. Skype, Viber or FaceTime.
      Best of all you are still using the telephone number everyone knows.

       
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at Dunkin Donuts/10-11/N1 Gas Stations:
      Direction to selected pickup location is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. You also get confirmation email from orders@trawire.com. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is best to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pickup date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • Good to know - Charging the modem

      All our modems are rented out with USB cord you can use/charge with your laptop or your own mobile/tablet charger. In more expensive Modem Packages car charger and/or USB wall charger is included. The chargers we provide are high powered so you can hold the modem fully charged while in full use.

      If you bring your own adapter – Make sure its high powered (should be able to charge iPads/Tablets)

       
    • How to navigate to pickup points without mobile internet.

      Download an area to use offline
      1. On your phone or tablet, open the Google Maps app .
      2. Make sure you’re connected to the Internet and signed in to Google Maps.
      3. Search for a place, like San Francisco .
      4. At the bottom, tap the bar that has the name of the place you searched. …
      5. Select Download .

       
    • Choosing hotel delivery

      We only deliver to hotels within the greater Reykjavík area and only to hotel with a front desk service.

      For more expensive modem packages you can choose to have the modem delivered to hotels. The hotel has to have full front desk service to receive the modem package and be able to forward the modem package to it’s customers. The customer has to have the hotel permission to receive the modem through their front desk. Included in the hotel package is a prepaid envelope for postal return (drop it in any mailbox in Iceland). You can find locations of mailboxes (postkassar) here.

       
    • Delivery limits - Orders 3 days or less

      If you order a portable hotspot for 5 days or less the pickup of the hotspot is only available at Keflavik Airport.

       
    • Can I hire more than one devices at a time?

      Yes. Online you can almost order as many as you want (100). For special discount for multiple devices (+10) you can send us a email to orders@trawire.com in order to receive a quote  and is subject to availability and season dependent.

       
    • Can I extend my hire period?

      Yes no problem. Just go to https://hotspot.rent/product/extra-days/. Any questions? Send us email to orders@trawire.com.

       
    • How do I reserve a 3G or 4G device?

      If you are arriving through Keflavik Airport, please allow at least +2 hours in pickup time after you land.

      You must complete our online order request form providing all necessary information and submit it to us.  Trawire will send you confirmation of your order by e-mail and you mabye asked for further info regarding the delivery of the device. See more about renting a device here.