Support / FAQ

Solving Customer Problems

Various solutions for your any trouble

Inquiry Before Rental

Contact the Taiwan call center before applying or after returning to country.
Wi-Ho!® Chinese Service center Mon – Sun, 9 AM – 6 PM
call center
call center

To improve the quality of customer service,
customer conversations may be recorded.
* Please read the FAQ section before calling.

Click Here for Inquiry by E-mail

Delivery inquiry

Checking Methods on Delivery Status
Checking Methods on Delivery Status

Our company uses Taiwan Pelican Express Co., Ltd.’s door-to-door delivery service(Pelican).
Normally, the device will be delivered to you in the morning the day before your departure.It still depends on Pelican’s delivery procedure. If you have registered to Wi-Ho! as a member at the time of reservation, you can look for the tracking number from 8:00 PM two days before your scheduled departure.
You can check the delivery status by yourself on the courier’s website.

For questions and other concerns, contact Taiwan Pelican call center at
02-6618-181802-6618-1818
or visit its official website at
https://www.e-can.com.tw

* Devices that have built-in lithium ion batteries which cannot be transported by airplanes, cannot be delivered outside Taiwan’s main island.

FamilyMart delivery confirmation of contact

You can check out the device delivery via FamilyMart service on the official FamilyMart Shop to Shop delivery page.
宅配確認請直接跟快遞公司洽詢

We hereby apply for FamilyMart delivery, and the regular courier arrival date to your appointed FamilyMart store will be one day earlier before your rental duration start date.
delivery date will be upon FamilyMart logistics service proceeds.
Wi-Ho! members can log in Wi-Ho! page for checking the proceeding of the delivery with the FamilyMart tracking No. one day earlier before the departure flight, or directly check the proceeding on the official FamilyMart 「Shop to Shop」delivery page.

*Due to there is lithium battery inside the devices, air courier is not applicable. Devices delivery destinations via FamilyMart courier is limited to the main island of Taiwan.

FAQs

Order
  • What is Insurance? open
    • The insurance covers partial loss due to theft or damage of the device. The daily insurance fee is NT$50 per day and is calculated on a daily basis, in accordance with GMT. The policy period is calculated and effective from the first day you pick up the device to the last day you return the device.

  • How can I make sure if I have successfully placed an order online? open
    • An Order Confirmation Email will be sent to applicant’s mailbox once the order is successfully placed. The applicant can also sign in to the account to check the status of current orders or view details for past orders.

      【Notice】
      Please note that an Order Confirmation Email may be considered spam if you use a free email account.

  • My arrival time is early in the morning, is that day charged? open
    • The rates are calculated on a daily basis, in accordance with GMT. The rental period shall be from the first day you pick up the device to the last day you return the device.

      If your arrival time is early in the morning, please refer to the “promotion of red-eye flight” to enjoy a one-day-free discount. (It cannot be combined with any other ongoing offer/promotion/discount.)

  • How are the rates calculated? open
    • The rates are calculated on a daily basis, in accordance with GMT. The rental period shall be from the first day you pick up the device to the last day you return the device.

  • How do I make the payment? Is deposit needed? open
    • ■ Online Reservation

      Credit card and debit card are acceptable.

      【Notice】
      The total amount includes rental fees and an authorization hold of NTD$3,000 as the deposit. The NTD$3,000 hold will not show on payment receipt and monthly bill, and it will be released within 30 days after your payment. If paying by debit card, please make sure there is enough balance in your bank account to be on hold.

       ■ Walk-in Application

      Credit card, debit card and cash are acceptable.

      【Notice】
      If paying by cash, a deposit is needed.
      WiFi Router: NTD$3,000/unit
      Smart Phone: NTD$3,000/unit
      Power Bank: NTD$1,000/unit

       

  • How do I apply a promotion code when placing an order? open
    • Please refer to “News”, “Wi-Ho!® Blog” or any web pages that provide promotion code and finish online reservations via the designated link to enjoy the discount.

      We are unable to edit the promotion code once it has been applied to your order. If you feel like using another promotion code, please rebook via the correct designated link the first and contact us to cancel the previous order.

      【Notice】
        1.Offer cannot be combined with any other ongoing offer/promotion/discount.
        2.If you want to exchange the product for another one at Wi-Ho! Counters,
         special discounts and promotions offered online may not be applied to walk-in applications.
        3.Early Bird Router (Japan) is an excluded promotional product which is exclusively provided online. 

       

  • I don’t receive New Member Activation email. open
    • Please contact our call centre or drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page. We will activate your membership immediately within service hours once we receive your messages.

  • Can I place a last minute order? open
    • If you miss the last date to make an online reservation, we also accept last minute ordering. Please contact our call centre 1 day prior to your departure date. You can pick up the device on the departure date at Wi-Ho! Counters in Songshan & Kaohsiung airports. Please click (here) for more information and restrictions.

  • Can I make an online reservation in any browser? open
    • In order to continue finishing an online reservation, we suggest you to install a supported browser, such as Google Chrome, Safari and so on so forth.
      Additionally, placing orders with multiple tabs simultaneously is not available and it may lead to some errors.

  • When can I place an order? open
    • ■ Online Reservation(Departure date is excluded.)
       The earliest date to make an online reservation is 6 months prior       to your departure date.
          The last date to make an online reservation may vary depending         on pickup options:
          Taoyuan Intl. Airport: 12:00PM on the day before your departure      date
          Songshan Airport: 2 days before your departure date
          Delivery Service: 3 days before your departure date
          FamilyMart convenience store: 3 days before your departure date
          Kaohsiung Intl. Airport: 4 days before your departure date
          Hsinchu Business Office: 4 days before your departure date
          Taichung Business Office: 4 days before your departure date

        【Notice】Early Bird Router(Japan) rental needs to be finished          28 days prior to your departure date.
       
       Songshan Airport: 07:00-18:30
       Kaohsiung Intl. Airport: 07:00-18:30
       Please note that the rental fee will be calculated upon application.

  • How can I place an order? open
    • You can place an order online and we provide various pickup options,
      ■ Wi-Ho! Counter in Airports
      ■ FamilyMart Convenience Store
      ■ Delivery Service
      Moreover, walk-in orders are available at Wi-Ho! Counter in Songshan & Kaohsiung airports as well as Hsinchu & Taichung business offices. Please note that products may vary depending on the stock and the rental fee will be calculated upon application.

Invoice
  • Can you issue an electronic invoice with name of business entity and business ID number (VAT ID)? open
    • Please choose “Company Electronic Invoice” and input the business ID number (VAT ID) at Step 3. The name of business entity isn’t required and the electronic invoice with the business ID number (VAT ID) can be held as accounting documents.

  • If there are 2 devices in one order, how many invoices will you issue? open
    • 1 single electronic invoice will be issued for an order. If you feel like getting 2 electronic invoices for each of your devices, please place a separate order for each device.

  • Can I save my electronic invoice with the carrier? open
    • Please add your cellphone barcode starting with a “/” or Citizen Digital Certificate barcode at STEP3 when placing the order.

  • Can I get a paper-based electronic invoice? open
    • We issue paper-based electronic invoices.

  • How do I get the invoice after the order is placed? Can you send it another address? open
    • The electronic invoice will be enclosed with the device. If you want the invoice sent separately, please add recipient details in the remarks column when placing the order.

Modify
  • I have received the device but I can't go abroad due to the flight suspension. Will I be charged extra? open
    • If your rental period is postponed due to force majeure, a 1-day rental fee can be exempted. However, the applicant should provide the related documents.

       ■ Flight Cancellation
      If the applicant has no need for the router, please contact us to cancel the order. The router should be returned with the related documents no later than the first day of the rental period.

       ■ Flight Suspension
      If the applicant still has a need for the router, please contact us to modify the rental period. The router should be returned with the related documents no later than the first day of the rental period.

  • What happens if I want to cancel my order? open
    • Please contact our call centre or drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page 3 days prior to your departure date. (Departure date is excluded.) Otherwise, you will be charged a cancellation fee of NTD$199. We will assist you in canceling the order within service hours once we receive your messages. When calling or messaging, please provide the applicant’s cellphone number or the order number. Once order is canceled, it cannot be restored.

      【Notice】
      If your order item is Early Bird Router(Japan), a cancellation fee ofc NTD$199 will incur whenever you cancel the order.

      In case the order cancellation is caused by the flight suspension due to force majeure, no cancellation fee will incur. However, the applicant should provide the related documents when applying for the order cancellation.

  • If my rental period changes after placing the order, what should I do? open
    • Please contact our call centre or drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page 5 days prior to your departure date. We will assist you in editing the order immediately within service hours once we receive your messages. When calling or messaging, please provide information below,

      1. The applicant’s cellphone number or the order number
      2. The correct rental period

      We can assist you in advancing or postponing the correct rental period for 7 days. If your correct rental period is out of this range, please rebook the first and contact us to cancel the previous order. Please note that once the order is edited, it can be no longer edited again.

      【Notice】
      Early Bird Router(Japan) is an excluded device that its rental period is unable to be edited.

  • Can I edit the order? open
    • The applicant is unable to edit the order so please contact our call centre or drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page. We will assist you in editing the order immediately within service hours once we receive your messages. When calling or messaging, please provide information below

       1. The applicant’s cellphone number or the order number
       2. Modification that you feel like making

      Only when the order is edited successfully will you receive the reply from us. Additionally, if you feel like changing order items or canceling the order, a cancellation fee of NTD$199 will incur.

      【Notice】
      Once the order is placed, we are unable to edit order items, the quantity and the promotion code. If you feel like editing these parts stated above, please rebook the first and contact us to cancel the previous order.

Pick up
  • Can I choose the time of day I want my device delivered? open
    • We cannot facilitate specific delivery times, for orders being shipped using a third party delivery company. The delivery company determines its routes and timings and we have little control over when an attempt will be made. If waiting in for a delivery is inconvenient for you, we suggest you pick up the device at Wi-Ho! Counter in airports or FamilyMart Convenience Store.

  • Will I get the notification when the device is shipped? open
    • When the device is dispatched, the applicant will receive a Ship Notification Email where the tracking number is stated.

  • When I receive the device if I use delivery service? open
    • As we are utilising the services of a third party shipping company (Pelican Express or HCT) to deliver the device. Generally, the device will be delivered to your designated address during 09:00-18:00, 1-2 days before the departure date. Since we cannot facilitate specific delivery times, for orders being shipped using a third party delivery company. If waiting in for a delivery is inconvenient for you, we suggest you pick up the device at Wi-Ho! Counter in airports or FamilyMart Convenience Store. The applicant can sign in to the account 1 day prior to the departure date to check the status of the order, tracking number and track the parcel.

      For detailed delivery questions, you can contact Pelican Express or HCT.

       【Notice】
      Since there is a lithium battery inside the device, delivery service is only available in Taiwan.

  • Will you change my pickup method without my consent? open
    • All orders will be processed according to contents of your order. We will contact you directly if there is any problem with your order when processing it.

  • If I want to pick up the device at FamilyMart Convenience Store, can I leave the name of pickup person in English or nickname? open
    • When picking up the device at your designated FamilyMart Convenience Store, a valid government-issued photo ID of pickup person is required. Hence, please leave the name of pickup person in accordance with the name on the ID.

  • When will I receive the device if I choose to pick up at FamilyMart Convenience Store? open
    • Generally, the device will be delivered to your designated FamilyMart Convenience Store 1 day prior to the departure date. We cannot facilitate specific delivery times, for orders being shipped using a third party delivery company.

      When the device is delivered to your designated FamilyMart Convenience Store, a Pickup Notification Message will be sent to pickup person. A valid government-issued photo ID of pickup person is required when picking up the device.

      Additionally, the applicant can sign in to the account 1 day prior to the departure date to check tracking number and track the parcel on FamiMart Website.

       【Notice】
      If you have enabling SMS spam filtering, you may be unable to receive a Pickup Notification Message.

  • Can I change the pickup location after the order is placed? open
    • All orders will be delivered to each pickup location in advance so a request for temporary pickup location change is not acceptable. Hence, we suggest you go to your original pickup location earlier.

  • What happens if I don’t pick up the device at Wi-Ho! Counter on the departure date? open
    • If you have already gone through customs, we can’t deliver the device to you because we are unable to enter there. If you have travelling companions who haven’t gone through customs, we suggest you can ask them to pick up the device for you. If you are unable to pick up the device, the order will be considered temporary canceled and a cancellation fee of NTD$199 will incur. Regarding to refund, it takes around 7-14 business days to complete the whole refund process.

  • If I choose to pick up the device at Wi-Ho! Counter, do I have to pick up the device during the time period that I select when placing the order? open
    • All online orders that the applicant chooses to pick up at Wi-Ho! Counter can be pick up at any time within business hours on the departure date.

  • How much time it may take if I feel like picking up the device at Wi-Ho! Counter in airports? open
    • It takes around 10-15 minutes for picking up the device. We suggest you to pick up the device at Wi-Ho! Counter as early as possible.

  • If I have multiple orders using different pickup options, can these orders be combined in one shipment? And do I still pay separate delivery fees for each of my orders? open
    • Combining devices from multiple orders into a single package won't change the amount of shipping you pay for each order. You'll be charged separate delivery fees for each of your orders.

  • If there are 2 devices in one order, one device needs to be charged delivery fees while the other one is free of charge. Do I need to pay delivery fees? open
    • Our system will apply the best plan to your order automatically. Under such a circumstance, the applicant won’t be charged delivery fees.

  • Do I need to pay for pickup? open
    • ■ Online Reservation:Free of charge(except for日本酷遊機)

      ■ Pickup charge for 日本酷遊機:
       Wi-Ho! Counter in airports:Free of charge
       Delivery Service:NTD$100
       FamilyMart Convenience Store:NTD$100

      ■ Walk-in Application
       Free of charge

  • If I change shipping or pickup options after an order has been placed, will I be charged extra? open
    • Delivery fees may vary depending on the pickup option you choose. We will return the overcharge and demand payment of the shortage after receive your inquiry.

      【Notice】
      Please contact our call centre or drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page 5 days prior to your departure date. We will assist you in changing the pickup option immediately within service hours once we receive your messages.

Return
  • Do you provide a prepaid return shipping label if I want to use delivery service to return the device? open
    • If you feel like returning the device by delivery, the delivery fee is at your own expense. You can choose a reliable delivery service to return the device. We recommend you return the device at Wi-Ho! Counter in airports on the last day of your rental period. You can return the device in the return box located to Wi-Ho! Counter after hours.

  • If I forget to return the device on the last day of my rental period, what should I do? open
    • Please return the device on the last day of your rental period. You can ship the device using a reliable delivery service to Wi-Ho! Taipei office. The postmark date will be regarded as the return date. Please note that the delivery fee is at your own expense.

       ■ Wi-Ho! Taipei office
       Consignee:Telecom Square Taiwan, Inc.
       Address:8F., No.181, Sec. 3, Minquan E. Rd., Songshan Dist.10541, Taipei City
       Tel:02-2545-7777

       【Notice】
      If you are unable to return or ship the device in Taiwan, please drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page the first to request for Shipper’s Declaration for Articles not Designated as Dangerous Goods Form.

  • What if I can’t return the device on time? open
    • You will be charged standard daily fee for each additional day you have the device.
      If your rental period is postponed due to force majeure, a 1-day rental fee can be exempted. However, the applicant should provide the related documents.

       【Notice】
      We will contact you 4 days after the last day of your rental period if we don’t receive the device.

  • Can I extend my rental period? open
    • If the length of your rental extension is longer than 4 days, please drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page. When contacting us, in order to process your order faster, please provide information below,

       1. The applicant’s cellphone number or the order number
       2. The actual return date

      Late fee charges are calculated on a daily basis until the date that you return the device.

  • If I want to change the return method upon arrival, do I need to contact you? open
    • We provide flexible return methods. As long as the device is returned to us on the last day of your return period, you don’t have to contact us for changing the return method.

  • How do I know if you have received the device that I returned? open
    • After the device is returned, the applicant will receive a Return Confirmation Email. Additionally, the applicant can sign in to the account to check the status of the order.

Use
  • What comes with my rental? open
    • The basic accessories of Wi-Fi rental includes:
       1.Wi-Fi Router Device
       2.USB Adapter
       3.USB Cable
       4.Case
       5.User Guide 

      Please note that you may receive a direct plug-in adapter instead of a set of USB adapter and USB cable. This is random.

  • Do I need to activate the device when using it? open
    • You don’t need to activate the device when using it. When arriving at the destination, you just simply turn on the device and connect your mobile devices to it.

  • If there’s any problem with the device, what should I do? open
    • Please refer to the user guide that comes with device and follow the instruction to reset the device. If the battery of the device is removable, please remove the battery the first and replace in the device. If the situation remains after these solutions, please drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page via public free WiFi. When contacting us, in order to process the problem faster, please provide the applicant’s cellphone number or the order number.

  • What factors may influence the usage time? open
    • The usage time of the device depends on the usage habits of the user. When there are more mobile devices connect to the device, the battery of the device drains faster. If you will be away from the socket for a long while, a set of portable battery is recommended.

      On the other hand, we suggest you to turn off the device when you are not using it. Moreover, if the battery rate drops below 20%, please turn off the device and recharge it.

  • Why is the Internet getting slower? open
    • Some reasons stated below could result in slow Internet.

       1. The data usage has reached its limit.
       2. The signal is weak. Please move your current location to see if it solves. Please click here for more information.

      If the situation remains while you are abroad, please drop us lines at Wi-Ho! LINE, Wi-Ho! Online Contact Form or Wi-Ho! Facebook Fan Page. When contacting us, in order to process the problem faster, please provide the applicant’s cellphone number or the order number.

  • Will watching videos or download large files affect unlimited data plan? open
    • Fair Usage Policy may limit the transfer of a specific amount of date over a period of time. Internet service providers commonly apply a cap on the amount of wireless data when an individual user has exceeded a certain amount of data within a specified time period, which can result as slowing down of the connection speed.

      If the user has watched videos over a period of time, download large files and so on so forth, the usage on downloads and streaming will be restricted. Hence, we suggest you manually turn off automatic app updates on your mobile devices.

  • Why does data run out incredibly fast when I connect to the device or use SIM card? open
    • What affects the usage of data on the device or SIM card is the number of user connections. When there are more mobile devices connect to the device, the usage of data runs out faster. Please click here for more information.


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