Frequently Asked Questions

Q. What is this benefit and how does this work?

A. The Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit provides an individual eligible Mastercard prepaid cardholder with a 3-month membership plan at no additional cost. The Boingo Wi-Fi for Mastercard Prepaid plan access duration is for 3 months starting at the date and time of successful registration (e.g. 10 AM PST March 11 2017) and ending three months and one day later at midnight UTC (e.g. 4 PM June 11).

Eligible reloads to your prepaid card entitle you to an additional 3-month membership associated with your prepaid card. The Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit provides you unlimited access to premium Wi-Fi at:

• Over 1 million global hotspots
• Thousands of hotels, retail locations, cafes and restaurants
• Hundreds of airports (including ORD, LGA, JFK, LAX)

You can enjoy simultaneous worldwide access for up to four devices without worrying about data caps or roaming fees.

Q. How many devices are allowed on my account at a time?

A. Cardholders can use their accounts on up to four devices including mobile phones, tablets and laptops.

Q. How long do I have this Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit for?

A. You have 12 months from the day you initially load your prepaid card to activate your 3-month Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit. Once activated, the benefit expires in three months.

Q. Can I extend my membership?

A. Yes, an eligible reload of funds to your prepaid card entitles you to an additional 3-month membership. You will have 12 months from the day you made the eligible reload to claim the extension. To determine the amount of funds that qualify as an eligible reload, please contact your financial institution.

Q. Can I build up eligible 3-month membership periods?

A. No, you can only ever have one additional 3-month membership entitlement associated with your eligible Mastercard prepaid card.

For example, if you have an active 3-month membership and make two eligible reloads to your prepaid card, you will only be entitled to one new 3-month membership which can be claimed within 12 months of the last eligible reload being made. After starting a new 3-month membership, another eligible reload during this period will then make you eligible for an additional 3-month membership when the active one expires.

Q. What is an eligible load and reload?

A. An eligible load or reload is the initial loading and subsequent reloading of your prepaid card with a certain amount of funds. Your financial institution will be able to confirm the specific requirements for your prepaid card.

Q. How do I register for my Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit?

A. When you have activated your eligible Mastercard prepaid card and made an eligible load onto it you can go to the link provided by your financial institution, for example http://mastercard.boingo.com, and follow the seamless registration process outlined.

1. Check if your card is eligible for the Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit.
2. If eligible, create your Boingo account. Your use of Boingo’s Wi-Fi services is subject to Boingo's customer agreement, end user license agreement and other applicable legal terms and conditions, including Boingo's terms of use, privacy and security policies available at http://www.boingo.com.
3. Receive confirmation of newly created Boingo account.
4. You now have access to all Boingo hotspots, the Wi-Finder app, and Boingo Passpoint.

Q. How do I renew my membership for an additional 3-month membership following an eligible reload?

A.

1. Your financial institution will send you a link to the Boingo Wi-Fi eligibility check website when you make an eligible reload
2. When your previous 3-month Boingo membership has ended, click the link and visit the website
3. Enter your card number into the eligibility checker
4. If you have made an eligible reload you will receive a confirmation that your Boingo membership has been activated for an additional three months

Q. I have an existing Boingo plan. Will it be automatically canceled when I activate my benefit?

A. No, if you have an existing paid Boingo subscription plan, your existing plan will not be automatically cancelled when you enroll in Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit. If you would like to cancel your existing paid subscription plan, visit https://my.boingo.com and use the Cancel Subscription option or call Boingo’s dedicated Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit line via the toll free numbers listed here https://Mastercard.boingo.com/contact-us.

Q. How soon after loading/ reloading my card can I activate my Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit?

A. You will be able to register for, or renew your Boingo Wi-Fi for Mastercard Prepaid Cardholders benefit within 48 hours of making an initial load, or eligible reload on your prepaid card. If more than 48 hours have passed and you are unable to register for or renew your benefit you should contact your financial institution.

Q. Where can I connect to Boingo?

A. You can locate accessible hotspots by visiting http://wifi.boingo.com or downloading the Boingo Wi-Finder app. There is a map of hotspots on the website as well as on the mobile app by using the Wi-Finder hotspot locator.

Q. Why do some hotspot location details not include the business name?

A. Due to privacy regulations, some hotspot operators, e.g. BT Wi-Fi Business Hub, cannot display the name of some small businesses. Location details are instead provided as the business’ street address. The address in conjunction with the Wi-Finder map will allow you to locate the hotspot.

Q. How do I connect to a Wi-Fi hotspot using Boingo?

A. There are three ways to connect: through a browser via the hotspot operator’s landing page, the Boingo Wi-Finder app, or via Boingo Passpoint (at select hotspots).

Boingo/Hotspot Operator Landing Page:

1. Locate an accessible hotspot using http://wifi.boingo.com or the Wi-Finder App.
2. Connect to the hotspot when in range using a device’s Wi-Fi settings.
3. Open your browser and enter Boingo account credentials (if the landing page is not Boingo branded, use the roaming option, select Boingo and then enter your account credentials).

Wi-Finder Application:

• iOS (iPhone, iPad, or iPod)
  1. Download Boingo Wi-Finder from App Store
  2. During install select the “I have an account” option and enter account credentials
  3. Use Wi-Finder to locate Boingo hotspots nearby
  4. When in range of a hotspot, go to iOS Wi-Fi settings and select the Boingo network (will say ‘Check for Boingo Wi-Fi’)
  5. Follow the notification back into the Wi-Finder app and click ‘Connect Now!’
• Android
  1. Download Boingo Wi-Finder from Play Store
  2. Click ‘Grant Permissions’ and follow the instructions to turn settings to ‘On’/‘Allow’.
  3. Click ‘I already have an account’ and enter account credentials
  4. Use Wi-Finder to locate Boingo hotspots nearby
  5. When in range of a hotspot, click ‘Get Online Now!’ in Wi-Finder app.
• Mac OS X
  1. Download Boingo Wi-Finder from http://boingo.com/retail and install the application
  2. Click ‘Sign in’ and enter account credentials
  3. When in range of a hotspot, click ‘Get Online Now!’
• Windows
  1. Download Boingo Wi-Finder from http://boingo.com/retail and install the application
  2. Click ‘Sign in’ and enter account credentials
  3. When in range of a hotspot, click ‘Get Online Now!’

Boingo Passpoint:

You can install your Boingo Passpoint profile by visiting https://passpoint.boingo.com/ and following the steps to download.

Q. Do I have access to in-flight Wi-Fi?

A. No, Boingo Wi-Fi for Mastercard Prepaid Cardholders does not include access to in-flight Wi-Fi.

Q. What is Boingo Wi-Finder?

A. Boingo Wi-Finder is the free app for iOS, Android, Mac, and Windows that lets you locate and connect to Boingo-accessible hotspots near you with a few clicks.

Q. Where can I download the Boingo Wi-Finder App?

A. The Boingo Wi-Finder App is available to download via http://boingo.com/retail, iTunes, App Store, Google Play, and the Windows Store.

Q. What is Boingo Passpoint?

A. Boingo Passpoint enables automatic, fast, and secure connections at numerous airports and 150,000 Time Warner Cable (TWC) Passpoint hotspots nationwide with no log in required, just like home! Simply download the Boingo Passpoint profile to your device to connect at Passpoint enabled hotspots.

Q. What devices support Passpoint?

A. Nearly all devices running the following operating systems versions are Passpoint capable: Android 6.0, Windows 10, iPhone 5 (or higher), iPad 3rd generation (or higher), iPad Air, all iPad Minis and Macs running OSX Mavericks (or higher). You can verify your operating system version in settings.

Q. Where can I manage my Boingo account?

A. You can manage your account by visiting https://my.boingo.com.

Q. Where can find the username I registered for my Boingo account?

A. Please refer to the confirmation email you received during registration or visit https://selfcare.-qa-stg.boingohotspot.net/accounthelp and follow the prompts.

Q. How can I reset my password?

A. You can reset your password by visiting https://selfcare.-qa-stg.boingohotspot.net/accounthelp and following the prompts.

Q. Who are Boingo’s roaming partners and where are they?

A. Boingo has partnerships with hotspot operators in The Americas, Europe, The Middle East, Africa and Asia Pacific. They include AT&T, Time Warner Cable (TWC), T-Mobile, Orange, BT Wifi, NTT Docomo, Telin and China Mobile, among others.

Q. Where else can I look if my question is not answered here?

A. You can find articles that address common questions and technical issues by visiting http://support.boingo.com/Consumerwifi or call/email the Boingo Customer Support Center.

Q. What is the best way to contact the Boingo Customer Support Center?

A. The Boingo Customer Support Center can be reached at Mastercardsupport@boingo.com or via the international toll-free phone numbers found at https://Mastercard.boingo.com/contact-us.