Q. Can I insert the card into the Wi-Fi router?
A. It is not recommended to insert the card into the Wi-Fi router, as normal operation cannot be guaranteed. If this leads to an inability to connect to the internet, no compensation will be provided. Additionally, the Wi-Fi router may easily experience excessive instantaneous traffic, violating the foreign FUP (Fair Usage Policy), which may result in an inability to connect to the internet.

Q. Can I use the Cool Travel Card with my phone?
A. Most phones on the market should be able to use the physical SIM of the Cool Travel Card. However, this does not include non-phone devices (unknown tablets, translation devices, internet routers) or special specification phones (counterfeit phones, telecom operator's self-branded phones, locked phones, SHARP phones, Nut phones, Sugar phones, LG phones, SAMSUNG Galaxy J7 series, HTC u11 series, SAMSUNG A51 series, etc.).
To check if eSIM is available, dial "*#06#". If a barcode or text showing EID appears, it indicates that your phone supports eSIM functionality.

Q. Can I use the Cool Travel Card in a dual SIM phone?
A. Yes. Please insert the Cool Travel Card into SIM1 (slot 1) and clear SIM2 (slot 2). After rebooting, it will be ready for use.

Q. Can I make phone calls with the Cool Travel Card?
A. The Cool Travel Card only provides internet connection functionality and cannot be used to make landline or mobile calls. If needed, you can make calls through communication apps like Line/WhatsApp/WeChat/Kakao Talk, or use Skype for internet calls.

Q. Can I insert the card in Taiwan/on the plane?
A. No, please insert the card after arriving at your travel destination. Inserting the card in Taiwan or on the plane will result in the card being unable to connect to the internet properly. If using eSIM, you can install it in the departure country and activate it upon arrival at your travel destination to connect to the internet.

Q. If I need to change my travel date and location, can I return/exchange the product?
A. For airport card pickup: You can use the physical card within 360 days after pickup without needing to set a delay. If the purchased country location does not match, you can cancel for free before picking up the card. eSIM must be used within 180 days after obtaining the QR code. If the purchased country location does not match, you can cancel for free before use.

Q. Why can't I connect to the internet after inserting the card at the local airport?
A. Please turn on airplane mode for 2-5 minutes, then re-enable mobile data. Also, check if the card insertion location is in a basement, deep inside a building, a signal-blocking area, or any location with no signal reception. Some manufacturers may have more severe signal blocking, or if many travelers are connecting at the same time, the base station may respond slowly. You can test again after leaving the airport.

Q. How do I set up/enable roaming internet?
A. First, turn off airplane mode and Wi-Fi, then perform the following operations:
【iOS system】→ Enable mobile data → Mobile data options → Enable roaming
【Android system】→ Enable mobile network → Enable data roaming

Q. How do I set up the APN?
A. The Cool Travel Card can be used immediately upon insertion; simply reboot after changing the card. eSIM can be used after installation without needing to set up the APN.

Q. Why is the signal poor? Why does the signal come and go?
A. Roaming signal quality depends on the coverage of local telecom base stations. Typically, signal reception is poorer in basements, subway stations, deep inside buildings, tunnels, open areas without human structures, remote areas, high mountains, lakes, and beaches, etc., and is unrelated to the card's performance. You can observe and test again after leaving these areas with poor reception.