Got a Question About Your Boingo Account? We Have Answers!


Are you a Boingo subscriber, AsYouGo user, or thinking about signing up? Well, first of all, thank you. We’re glad you chose us, and we look forward to keeping you connected as you travel the globe.

We strive to provide excellent service to our customers, and to address any questions that they have quickly and clearly.

We’ve heard some recent questions about our subscriptions and billing policies, and we’re here with answers.

Where can I retrieve my password?

You can reset your password in the “My Account” section of the home page. If you forgot your password, please click “Forgot your password?” on the login screen to answer some security questions and reset it.

To change your password, please log in and select “Change Password.”

Note: Be sure to update your Boingo app with the new password when you’re done! Please also note that international customers must call Customer Care to retrieve their passwords.

Can I receive a receipt from Boingo?

Yes.

AsYouGo purchases automatically receive a receipt for every purchase.

Boingo subscribers who have signed up for monthly recurring subscription will see a monthly charge on their credit card statement.  In addition, they can log into “My Account” and choose the “Update Contact Info” page to choose to receive a receipt.

Note: Boingo Wi-Fi Credits account holders do not have access to the “My Account” portal.

Can I cancel my account online, or do I have to call Boingo Customer Care?

We work hard to make it as easy as possible to make changes to your account, and we do offer an online cancellation option.

Simply log in to the “My Account” section of the home page, and select “Cancel Subscription.” You will then be prompted to enter a reason for cancellation. Then just hit “Submit” and you’re done!

Does Boingo bill monthly for subscriptions, or bill in multi-month lump sums?

Customers who have a monthly recurring subscription will receive a monthly charge, timed to the date that they initially signed up for their subscription.

It is extremely rare for our customers to be billed for multiple months at once. In the few cases in which this multi-month billing has taken place, it can be attributed to one of two reasons:

  • Credit card company “soft decline”: In some cases, customer’s credit card companies decline the charge due to account status. In these cases, Boingo holds off re-billing until the next billing cycle to avoid double billing the customer.
  • Merchant service provider “null response”: In some cases, we receive a null response from our merchant service provider, which means that the charge was neither accepted nor declined. To avoid double charging the customer account, the null monthly charge is re-queued for the next billing cycle.

The vast majority of credit card charges are either accepted or declined, so most customers will never experience a multi-month charge. Boingo continues to work closely with financial service partners to ensure prompt billing.

How can I reach Boingo’s Customer Care representatives?

Our award-winning Customer Care team is available 24 hours a day, 7 days a week, 365 days a year by phone, email and via social media to provide quick and complete responses:

We’re proud to have been recognized by Edelman Digital and Mashable for our social media customer care, and to have been named “Best Wi-Fi Service” by Global Traveler magazine for three out of the last four years.

Please let us know how we can help you, by contacting our Customer Care representatives through any of the ways outlined above, or by leaving a comment here on our blog.

Does Boingo offer multilingual customer service?

Yes. When a customer calls our customer support line, they can choose to speak with a representative in English, Spanish, French, Italian, Portuguese and Brazilian Portuguese.

If the customer does not speak or write in one of these languages, Boingo has a translation resource available 24/7 to aid our customer care team members in translating and troubleshooting issues for our customers. 

What if I have a question that you didn’t address above?

Never fear, our FAQs can be found here. Our Customer Care representatives are also always available to help by phone, email and social media.

We look forward to hearing from you!

About Melody Demel

Melody is Senior Manager, PR for Boingo Wireless, where she is responsible for media relations, brand building and thought leadership initiatives. Melody is a die-hard Nebraska Cornhuskers fan and retired NCAA DI college field hockey player.
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