Frequently Asked Questions

About the BookMyWiFi Pack

You will receive a pouch which has a 4G LTE BookMyWiFi device, a SIM card (inserted to BookMyWiFi device), USB charging cable, and 220 V charging plug.

It’s as simple as connecting to the router in your house – look for the username, enter the password and you are connected.

Each BookMyWiFi device has a unique username and password. Scan for the unique username of your device and enter the password.

BookMyWiFi has partnered with the leading telecom company in UAE to provide you with the mobile data coverage during your stay in the UAE.

BookMyWiFi uses the best and widest coverage network in the whole of the UAE and yes the connectivity is available even when travelling between Emirates.

Yes, you will have always have a signal except at a few underground stations in which the unit will not work.

On an average the battery has a life of 8 hours. Though, it also depends on the number of people connected and usage – higher the usage, more drain on the battery. So remember to charge it when you get back home after a long day. If you intend to be on the road a little longer, we can offer you a car charger or a powerful powerbank at a nominal fee for the duration of the trip.

Absolutely! You can use the powerbank to charge your phones/tablets while on the move.

The BookMyWiFi device allows you to connect upto 10 external devices simultaneously along with one computer/laptop via the USB cable.

Unfortunately no. You can only use the service in the UAE.

About the service

The stronger the signal strength the faster the connection. You can always gauge the signal strength by observing the network description (LTE/HSPA+) and the coverage bars on the screen. The devices connect to the speed of 4G or 3G or 3.5G (HSDPA) depending on the area (between 4 Mbps to 150 Mbps)

Yes this is possible. As the 4G/ LTE coverage in the UAE expands there will be some places where the 4G/LTE network is not strong enough and therefore our device automatically drops down to 3g/HSPA+ to ensure that you stay connected.

Unfortunately you cannot make regular mobile calls using your BookMyWiFi device. You can however use the internet to catch up with friends.

You can stay in touch with your friends and family (Whatsapp, Facebook..), stay in touch with work (emails) use maps to navigate, use the internet to plan your tour, discover the choicest places to eat and the list goes on.

About orders

We offer you multiple ways for booking. Either you can book it online via our website or via your travel agent. Please have your travel agent contact us at care@kitmytrip.com and we will work with them to provide you hotel delivery.

We encourage you to book as early as possible – you don’t want to leave this to the end. Although we understand that some plans are made last minute only – in which case we apply an additional nominal charge of AED 70 (USD 20) to have your BookMyWiFi kit delivered to you.

We test and retest and then test some more. To offer you the peace of mind every time you order from BookMyWiFi, all equipment are tested immediately prior to be handed over to you. The equipment is then re-tested once it has been returned. Rest assured one of our team members will be there to set you up and ensure all is working.

In the event that you do not receive an email, please check your Spam folder and/or notify us via email at care@bookmywifi.com

Currently in all scenarios, our guest ambassadors will be around to help you setup. Shop Pick-up: As soon as you arrive at the Dubai Airport, you can directly come to our shop located at the arrivals hall in Terminal 1 and Terminal 3. Delivery at your hotel: We understand you must be tired after a long flight. We will be happy to deliver the BookMyWiFi kit to you in a pre-agreed time window (service is currently available within Dubai only, and delivery charges apply). In case you are unable to collect your BookMyWiFi kit and we have to arrange a subsequent visit we will be charge to a nominal fee of AED 25 for every subsequent visit Delivery via your tour operator: In case you are traveling with a tour operator, we will liaise with the tour operator to facilitate your delivery. Please advise your tour operator to contact us or send us an email at care@kitmytrip.com. Note that kitmytrip will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE To allow for more channels for delivery we are exploring the possibilities of delivering your BookMyWiFi kit to you straight at the airport or maybe even select retail stores in or near major tourist destinations.

Yes, unfortunately we have to charge for missed deliveries as deliveries are expensive.

Yes. You are required to present your passport and visa, in accordance to the UAE telecom regulations, for registration. You can also present the credit card used on your booking for verification purposes.

We offer you multiple options for returning the device: You can leave your kit at the BookMyWiFi drop boxes located in the departures area of Dubai International Airport T1 and T3 or at our shops at the arrivals area. We will be sending you the location map as guide. If you leave it at your hotel/apartment concierge, then we will arrange a collection. Remember to inform us about the return of the kit to ensure we can suspend the billing. You can also leave it with your travel agent and we will collect it from them. We are always looking at ways to further improve our customer’s experience. So if you can think of any additional ideas, please let us know and we will try and best to put the same in place.

All the devices should be turned off and ‘locked’ before being returned. If the unit is still ON our system will recognize the unit as a live unit and thus automatically charge you for the service.

You can pay for your service using any credit or debit card issued by VISA or MasterCard.

We will charge your card for the security deposit.

This security deposit is released once the equipment is returned. In the event the equipment is damaged or not returned, it will be charged from your deposit. The deposit will be released from 7 working days to maximum 29 days, depending on the banking procedure.

All charges for BookMyWiFi are inclusive. KitMyTrip maintains the right to debit the Customer the amount due for a late return of the kit. In case of any dispute/ bill discrepancy the customer must notify KitMyTrip of such dispute within 14 days of receipt of the invoice and explaining the reasons for the difference. KitMyTrip pre-authorizes the credit card at time of booking to charge the Customer towards the repair and replacement of the kit, in case the kit is not returned in working condition.

You are solely responsible for the loss or damage of the equipment during the rental period. We take a security deposit of USD100 at the point of booking and retain the same in the event of a claim. In case of a claim, the following amounts will be used: USD30 will be debited from the deposit if any of the chargers or battery of the Kitmytrip Device is lost or not returned USD75 for loss or damaged of the installed SIM card USD100 for not returning Kitmytrip Device or Kit USD9/day for every day of delayed return USD25 for loss or damaged Kitmytrip Bag or charging cable or the charging plug

Your privacy and security are our key concerns and that’s why we work with the best. Payments are made via a secure PCI DSS compliant page and all sensitive information is encrypted using a 256 bit SSL certificate.

The key reasons which can cause an error while processing the payment are: Erroneously you provided incorrect card details and or CVV while placing the payment. Please check the numbers and try again. Your card is not activated for international payments. You need to ask your bank to activate international payments. You have exhausted your card limit. Your card has expired. Please try another card. In case you are still unable to make the payment please email us and we will get back to you with a fix.

You may cancel your order at any time and will not be charged till 2 days before the start of your booking. Refunds will be done only through the Original Mode of Payment.

Support and Troubleshooting

Please reach out to us via email on care@kitmytrip.com or WhatsApp at +971521816160, and our customer care team will be in touch with you.

You are in an area which has neither 4G/LTE nor 3G/H+. Please look at the coverage bars on the top right hand corner of the device screen. At 1 bar it is difficult to get a connection and if it says NO SERVICE, then it means there is no coverage in the area Resolution: Move or change the position of the device to a place where there is 3G coverage The device is not connected to the kitmytrip WiFi. Normally the phones/devices latch on to known WiFi networks and thus may not be connected to the kitmytrip wifi Resolution: Please make sure the device is connected to the kitmytrip WiFi In cases where the coverage is low and a there is a very high concentration of people Resolution: Move away from the area to an area where either coverage is better

This should not happen – all devices are tested before they are given out. On the rare occasion that this should happen please do not hesitate to contact us to replace the device.

Should this happen please contact us and we will provide a replacement charger. In the interim you could also charge the device with a standard Android phone charger

The device goes into the SLEEP mode to save battery if not used for sometime. Please press the On/Off button and the device will come back on again. Once you see the globe icon on the screen means the device is connected.

Long press the main Power button on your device until the LEDs appear. Wait a few seconds until the green LED signal on the right side starts blinking and the blue WiFi signal in the middle of the display appears. (In case the left LED signal turns red, please fully charge your device) Switch on the WiFi on your Smartphone, Tablet,Laptop. Search the SSID on your Smartphone, Tablet, Laptop as mentioned on the back of the device. Enter password to connect as mentioned on the back of the device (Please note that the password is case sensitive).

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