Help - TripAlly

Hello, how can we help?

  • How do I activate my internet data package?

    You’ve bought your package, so let’s get you set up:

    Option 1. Activation before the trip

    • Login to TripAlly app,
    • Choose your purchased package that you want to activate,
    • Click "Activate" button,
    • Immediately after arrival in your destination country, go to your mobile device settings and make sure you:
      • Manually connect to specified Network
      • Turn on your Mobile Data and Data Roaming
    • You should be connected!

    Option 2. Activation upon arrival in your destination country

    • Once you arrive in your destination country, connect to airport wifi
    • Login to TripAlly app
    • Choose your purchased package that you want to activate
    • Click "Activate" button
    • Go to your mobile device settings and make sure you
      • Manually connect to specified Network
      • Turn on your Mobile Data and Data Roaming
    • You should be connected!

  • Are there any hidden fees?

    You can breathe easy as there are no fees other than the initial service fee.

  • Will my data package work on a cruise/plane/in a car?

    We understand that keeping online is vital to travellers, which is why TripAlly partners with local cellular carriers to provide a brilliant data service for our users worldwide. However, mobile data can only be provided within zone coverage of cellular network providers. You won’t be able to use TripAlly mobile data services in open water, but it might be available once you are closer to land.

  • Is my data unlimited?

    It’s good news for YouTube fans as your data is unlimited, however the amount of mobile data you receive at high speed is limited to the amount specified in your internet package. If your mobile data usage exceeds the amount specified in your internet package, you will continue to have access to unlimited data but at a reduced speed. We’d advise anyone planning to download large files or stream video to choose a higher package - no one likes missing the end of that Netflix doc! TripAlly practices an industry standard Fair Use Policy, consistent with most mobile carrier and broadband company policies for mobile data usage.

  • I’m experiencing low mobile data speed. Why is this?

    Slow internet can be annoying, but there may be a few reasons this is happening. You might experience low mobile data speed in the areas with light signal from the local cellular network provider or if you are using a disproportionately high amount of data in a 24 hr period. If you are experiencing reduced speed, it may also be due to exceeding the limit of the Fair Use Policy. Your data usage levels will reset every 24-hours.

  • What can I do to avoid reduced speed?

    To ensure you have uninterrupted high speed data, you are strongly advised to disable apps and features that consume data in the background, including auto-app updates, auto-backups, cloud syncing, large system updates, and avoid extended use of video streaming, gaming and other online activities that consume large amounts of data.

  • What is the TripAlly Returns and Refund Policy?

    We’re keen to offer a fair service to our customers, and understand that plans can change and technical problems may occur. If you are unable to use your data package you may request a refund by notifying TripAlly within three days of the arrival date specified in your order.

    For our full Returns and Refund Policy, please refer to: Terms and Conditions

  • If I notice an additional charge from my wireless provider will reimburse me?

    Unfortunately not. TripAlly customers are responsible to ensure their mobile devices are connected to the specified network and services are activated in accordance with TripAlly’s instructions to avoid additional charges by their wireless providers.

    If mobile devices are not connected to specified network and/or services are not activated in accordance with TripAlly’s instructions, customers may be charged additionally from their wireless provider.

    TripAlly will not reimburse additional charges from wireless providers.


    IMPORTANT INFO: After you discontinue using TripAlly Internet Services you must turn off your Mobile Data and Data Roaming otherwise you may be charged a roaming fee from your wireless provider.

  • How fast will my connection be?

    Your mobile data speed depends on the package you purchased as well as the connection from the local cellular network. You may experience low mobile data speed in areas with light signal from your cellular network provider or if you are using a disproportionately high amount of data in a 24 hr period. If you are experiencing reduced speed, it is likely due to fair use limit according to the industry Fair Use Policy. Your data usage levels will reset every 24 hours.

  • Who do I contact about refund?

    We’re keen to help - simply contact our customer services team via email: [email protected] subject to Terms and Conditions

  • When will my data package start?

    Make sure to get connected with ease by checking your dates carefully. Your mobile data package will be activated at 00.00.01 of the date you stated upon purchase. For example, if you chose to activate your package on 2nd July, your package will be activated at 00.00.01 on that same day.

  • When will my data package finish?

    You mobile data package will expire at 23.59.59 of the date when you package expires. For example, you chose to activate your 1 package on the 2nd July. So your package will be activated at 00.00.01 on 2nd July and will expire on 23.59.59 on 2nd July.

  • Can I extend my data package?

    Plans changed? Let’s keep things smooth. Whilst you cannot extend your current internet package you are able to purchase a new one and activate this the same day as the current one expires so you will immediately be connected and will enjoy continuous service.

  • Payments methods

    We accept all major credit cards.

  • Do I have to pay for international roaming?

    No one likes a surprise bill at the end of their trip so please follow our instructions carefully. TripAlly customers are responsible to ensure their mobile devices are connected to the specified network and services are activated in accordance with TripAlly’s instructions to avoid additional charges by their wireless providers.

    If mobile devices are not connected to specified network and/or services are not activated in accordance with TripAlly’s instructions, customers may be charged additionally from their wireless provider.

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