Frequently Asked Questions
Have a question about Boingo? Chances are you’ll find the answer here. Of course, if you don’t see what you’re looking for, please contact Customer Care. We’re available 24/7 to answer your questions.
Contact Boingo
How do I contact Customer Care?
Boingo Customer Care is available 24/7.
From North America: 1.800.880.4117
From the UK: 00.800.8804.1170
From Japan: 010.880.8804.41170
(Prefix for Softbank: 0061, KDD: 001, or NTT: 0033)
From locations outside of North America, UK, and Japan: 00.800.2646.4646
Email:Visit My Account to review your Boingo account online.
For Boingo corporate contact information, please click here.
Connecting to the Internet
How do I connect to Boingo Wi-Fi on my laptop?
There are two ways to connect on your laptop: through your browser or through the Boingo software.
Connecting via your browser:
- Simply select and connect to the “Boingo Hotspot” SSID or a Boingo partner SSID from the network list (a sample list is a few questions below).
- Launch your Internet browser, bringing up the Boingo web portal.
- Log in using your Boingo username and password. (If it’s a partner page, you’ll probably need to click “roaming partner login” or similar.)
- Browse the Internet at super-fast Wi-Fi speeds.
Connecting via the Boingo software (preferred):
- Download the Boingo software for laptops. (It’s small, free, and very handy! You’ll only need to do this once.)
- In a Boingo hotspot, the Boingo software will automatically “pop up.”
- Log in using your username and password. (You only need to do this once; the software will store them for the next time.)
- Launch your Internet browser.
- Browse the Internet at super-fast Wi-Fi speeds.
How do I connect to Boingo Wi-Fi on my mobile device?
The Boingo Mobile software is required to connect to Boingo Wi-Fi on your mobile device.* If this is your first time connecting, please follow these instructions.
- Download the Boingo Mobile software from our download center or from your mobile device’s online application store (for example, the App Store for iPhones, Android Market for Android phones, etc.) by searching for “Boingo.”
- Launch the application from the main screen of your mobile device and select “I already have an account.” (If you do not already have an account, please select “Sign Up Now” and follow the instructions.)
- Enter your username and password, and select “Done.”
Once you download the software, subsequent connections are a snap!
- Be sure your Wi-Fi is “On”, if applicable.
- New hotspots: The Boingo software will automatically alert you whenever you’re in a new Boingo hotspot. Then, it will invite you to connect with a single click of the “Log In” button.
- Familiar hotspots: The Boingo software will automatically connect you to a Boingo hotspot in which you have previously connected without alerting you.
*Note: You are technically able to log in through a Boingo sign-in page from a smartphone using your Boingo laptop account username and password (Boingo Unlimited, Boingo UK, Boingo Global, Boingo Wi-Fi Combo, or Boingo AsYouGo). However, if you do so, your laptop account will be subject to the applicable fees as if you had connected using a laptop.
I am having trouble connecting on my laptop. Are there some basic things I can do to get online?
- First, please restart your computer. Rebooting your laptop will often correct connection problems.
- Be sure your Wi-Fi is turned on. Most computers have a Wi-Fi switch. If your computer does not have a Wi-Fi switch, please go to Internet options on your computer and verify your wireless LAN (WLAN) connection is enabled. If it is not enabled, right click and enable it.
- If you are using the Boingo software, please check that your username and password are stored correctly. If you updated your password online or with a Boingo Customer Care agent, you also need to manually update it in your software settings.
- Check your signal. Right click on the wireless icon in the system tray, select “View Wireless Networks” and select a network from the list presented.
- If your computer indicates that it is connected, but the browser says “page cannot be displayed,” then please verify your home page. Your home page may be set to your company intranet. Simply type any publicly-accessible web site into the address bar (such as https://www.boingo.com) and you will be online or redirected to the signup page.
- If you continue to have trouble, please contact Boingo Customer Care.
I am having trouble connecting on my mobile device. Are there some basic things I can do to get online?
- First, please check to be sure your Wi-Fi is “on” (if applicable). This option is usually located in the Settings menu.
- Check that your username and password are stored correctly in the Boingo software. If you updated your password online or with a Boingo Customer Care agent, you also need to manually update it in your software settings.
- Check your signal. From the Settings menu, select “Wi-Fi” and then choose “Boingo Hotspot” SSID or a Boingo partner SSID from the network list (a sample list is below). Note: Some partner SSID networks do not support mobile devices.
- If you continue to have trouble, please contact Boingo Customer Care.
Which SSID should I choose to connect using Boingo?
An SSID is an available Wi-Fi network signal name. For example, the SSID that Boingo owns is “Boingo Hotspot”. Boingo partners with hundreds of hotspot operators with many different SSIDs. Some examples include:
- Boingo Hotspot
- Attwifi
- Wayport_Access
- ATL-WIFI
- Ibahn
- Concourse
- Tmobile
- NRT-AIRPORT
- MIA-WiFi
- hotspot_Bell
- swisscom
- stayonline
- orange
- tengointernet
- prodigymovil
- ethostream
- BTOpenzone
Luckily, if you have a laptop and the Boingo software, you don’t need to memorize this list! Simply download and install the Boingo software.The software will store your username and password, automatically alert you when you’re in a Boingo hotspot, and get you online with one click.
If you have a mobile device, you may need to connect to an SSID manually once before our software will connect you automatically. This is due to the way some mobile device providers have structured their connect rules.
Note: Some partner SSID networks do not support mobile devices.
Is my Wi-Fi connection with Boingo secure?
- Boingo offers a secure signup and authentication process. Once you are online using either a Boingo or partner SSID, you should make sure you’re on an SSL-secured site (https://...), or using a VPN to encrypt anything you send – just as you would from your home or work Internet connection.
- Fraudulent SSIDs do exist, so be sure you are using a Boingo or partner SSID (please see popular list above). “Free Public Wi-Fi”, “Ad-hoc” or “Computer to Computer” signals can be, and usually are, fraudulent. If you are unsure, please don’t hesitate to contact Boingo Customer Care to confirm your SSID. Additionally, you can download the Boingo software to help you connect automatically to Boingo-authorized SSID networks.
Can I use streaming video, video conference or VoIP (Voice over IP) on the Boingo network?
Absolutely! Boingo Wi-Fi makes streaming video, VoIP calls and sending large files easy.
What is a roaming partner?
A “roaming partner” is any wireless hotspot provider that also allows Boingo customers to log on, or “roam,” onto their network using a Boingo username and password.
Note: Some partner SSID networks do not support mobile devices.
How do I know when I’m in a Boingo hotspot?
There are two easy ways to find Boingo hotspots: Boingo’s Location Directory and Boingo software.
- Our Location Directory allows you to search for hotspots in many ways, including by ZIP code, by airport code, by city or even by retailer. Search our network of more than hotspots for a hotspot near you!
- The Boingo software will automatically alert you whenever you’re in a Boingo hotspot. It stores your username and password, so you’ll have one-click access to super-fast Wi-Fi. Simply download it on your laptop (strongly recommended) or mobile device (required) to get online in an instant!
Accounts and Billing
How do I cancel my Boingo account?
Please call Customer Care, available 24/7, to cancel your Boingo account. You may also request more information by email at .How do I reset my password?
You can reset your password in My Account at https://my.boingo.com.
- 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.”
Boingo Mobile subscribers who are unable to log in to https://my.boingo.com may reset their passwords at https://my.mobile.boingo.com.
Note: Be sure to update your Boingo software with the new password when you’re done!
What type of account do I have?
Please log in to My Account at https://my.boingo.com and view your Account Summary to determine your plan type. Boingo Mobile subscribers who are unable to log in to https://my.boingo.com may find their account information at https://my.mobile.boingo.com.
Why am I being charged monthly?
Boingo offers two types of products: monthly recurring subscription plans and pay-as-you-go plans. If you are being billed monthly, it is likely you signed up for one of our subscription plans. Please contact Customer Care to change your account if necessary.
How can I view my usage?
Please log in to My Account at https://my.boingo.com and click “View Usage.” Boingo Mobile subscribers who are unable to log in to https://my.boingo.com may find their account information at https://my.mobile.boingo.com.
How can I update my contact information?
Please log in to My Account at https://my.boingo.com and click “Update Contact Info.” Boingo Mobile subscribers who are unable to log in to https://my.boingo.com may find their account information at https://my.mobile.boingo.com.
Will the account information I provide be shared?
Absolutely not! We don’t share your information with anyone else. Please see our Privacy Policy for details.
What can I do in My Account at https://my.boingo.com?
You can check your usage, obtain a receipt, update your contact and billing information, reset your password, update your email preferences, and review your plan type.
Is my location a “premium” location?
Premium locations are Boingo hotspots that are not included in the Boingo Unlimited, Boingo UK or Boingo Wi-Fi Combo (laptop portion) plans. Connections in these hotspots cost $0.12 - $0.18 USD or £0.09 or £0.13 GBP per minute, depending on your plan and location, in addition to your monthly subscription.
How can I start or stop receiving Boingo receipts?
Please log in to My Account at https://my.boingo.com and choose the “Update Contact Info” page. Boingo Mobile subscribers who are unable to log in to https://my.boingo.com may need to contact us to update receipt preferences.
Boingo Products
What is Boingo Unlimited?
Enjoy unlimited Wi-Fi access on your laptop at thousands of hotspots throughout the Americas, for just $9.95 USD per month! Please note, charges recur each month, but Boingo is flexible, so you can change your plan at any time without penalty. Wi-Fi connections made outside the Americas will be billed an additional $0.12 or $0.18 per minute, depending on location, in addition to your monthly subscription. For a complete list of pricing by currency, please click here.
What is Boingo UK?
Enjoy unlimited Wi-Fi access at thousands of Boingo hotspots throughout the UK for only £14.95 GBP each month. Please note, charges recur each month, but Boingo is flexible, so you can change your plan at any time without penalty. Wi-Fi connections made outside the UK will be billed an additional £0.09 or £0.13 per minute, depending on location.
What is Boingo Mobile?
Get Wi-Fi on your mobile device at more than hotspots worldwide. With Boingo Mobile, replace expensive roaming fees and exorbitant data charges with a low, flat rate of only $7.95 USD per month. Connect to super-fast Wi-Fi on your mobile device; we support iPhone, iPod Touch, Android, Nokia, Blackberry and more! Click here for a complete list of supported mobile devices. For a complete list of pricing by currency, please click here.
What is Boingo Wi-Fi Combo?
Can’t decide whether to get Boingo for your laptop or for your mobile device? Why not both? Get super-fast Wi-Fi for both your laptop and mobile device with Boingo Wi-Fi Combo for only $17.90 USD per month. Boingo Wi-Fi Combo gives you unlimited worldwide access to Boingo Wi-Fi on your mobile device and unlimited access throughout the Americas on your laptop with the convenience of a single account. Click here for a complete list of supported mobile devices.
What is Boingo Global?
Travel the world in style with Boingo Global. Our flat-rate monthly plan gives you up to 2,000 minutes of Wi-Fi on your laptop to use at every Boingo hotspot around the world, with no premium charges, contracts, or roaming fees.
Please note that if the monthly limit of 2,000 minutes is exceeded, the account will be suspended until the beginning of the next billing cycle month.
For a complete list of prices and currency conversions, please click here
What is Boingo AsYouGo?
Boingo AsYouGo is a great solution for the occasional Wi-Fi user. A Boingo AsYouGo day pass provides Wi-Fi access at a single location for up to 24 consecutive hours. Initial connection prices vary by venue.
Once you create an AsYouGo account, you may also use it to purchase subsequent access to Boingo hotspots. Your Boingo AsYouGo account will save you the trouble of creating a new account the next time you need access.
Connections made from subsequent locations will result in an additional charge at the daily rate per location.
For a complete list of prices and currency conversions, please click here [downloadable PDF].
For an explanation of plan options available at Zurich Airport, please click here [downloadable PDF.
What is Boingo Wi-Fi Credits on iTunes? (New!)
The Wi-Fi Credits app allows you to buy Wi-Fi access as you need it, using your iTunes account. Simply load up your account with as many 1-hour credits as you like. The app stores your credits and then allows you to get connected at any Boingo hotspot with one click. To sign up, simply visit iTunes, search “Boingo” and download the free software. Plus, your first hour of Wi-Fi is on us!
Wi-Fi access begins the moment you click “Connect.” The time remaining is sequential and counts back from the time that you connect. So, if you start a session at 1:15 p.m., then you’ll have super-fast Wi-Fi access at that location until 2:15 p.m. – even if you log on and off many times during that hour. To continue using Wi-Fi after your credit has expired, simply redeem another credit. If you have no credits remaining, you may buy more credits from iTunes from within the app; just be sure to do so when you have an Internet connection.
What are the differences between Boingo AsYouGo and Boingo Unlimited?
Boingo AsYouGo provides you with a 24-hour Wi-Fi day pass at your current location. Boingo Unlimited offers unlimited monthly access to Wi-Fi hotspots throughout the Americas.
Do I have to sign a contract?
Nope! With Boingo, you never are required to sign a contract.
What is the Boingo software and why should I download it?
- Boingo software turns the arduous ritual of logging in to Wi-Fi hotspots into a one-click love affair. The software automatically alerts you whenever you’re in a Boingo hotspot and stores your username and password, so you can get online quickly and easily.
- Boingo software is free!
- Boingo software for your laptop is recommended, but not required.
- Boingo software for your Wi-Fi enabled mobile device is required.
I received an error code from the Boingo software. What does this mean?
If Boingo software returns an error code, you may need further assistance. Here is a “cheat sheet” for self-help:
- Codes 100-120, or any negative number indicate a connection problem (perhaps an incorrect password). You can either visit My Account at https://my.boingo.com or contact Boingo Customer Care to reset your password.
- Codes 200-299 are network errors. If you repeatedly see one of these error codes, please contact Boingo Customer Care.
- Code 300 indicates a local hotspot provider error. With hundreds of operators in our network, the reasons for this issue vary. Please contact Boingo Customer Care
How do I uninstall Boingo software?
Please perform the following steps to uninstall Boingo software.
From a Windows operating system:
- Please verify that the Boingo software is not running on your system. If the Boingo Wi-Fi icon is showing in the System Tray (the part of the task bar near your computer’s clock), right-click this and choose “Exit Boingo.”
- Go to the START menu and select Control Panel.
- Double-click the Add/Remove Programs icon.
- A list of installed programs will be presented. Choose “Boingo Wi-Fi”, and click on the Remove or Uninstall button. (Please note: older versions of the software could be called “GoBoingo” instead of “Boingo Wi-Fi.”)
From a Mac:
- Go to the “Activity Monitor” under Finder, Applications, Utilities. Select “GoBoingo” on the Process list. Click the “Quit Process” button. “GoBoingo” should not be listed now.
- Open the Finder, Applications directory. Select “Boingo Wi-Fi” for version 1.6 or “GoBoingo!” for previous versions and delete it.
- Under Finder, (User’s) Home, Library, Application Support, delete the GoBoingo directory.
- Under Finder, (User’s) Home, Library, Preferences, find the file “com.Boingo.GoBoingo.plist” file and delete it.
I no longer travel often. Can I use Boingo around town?
Yep! You can use Boingo around town at tons of places such as popular restaurants, cafés and coffee shops. Enter your ZIP code in our Location Directory to find your local Boingo hotspots.
Boingo Mobile
What is Boingo Mobile?
Boingo Mobile provides Wi-Fi access for mobile devices, including iPhone, iPod Touch, iPad, Android, Nokia, Blackberry (RIM), and Windows Mobile-based smartphones, and more. The service provides users unlimited access to more than hotspots worldwide. Visit the Boingo Mobile Supported Device page for more info.
How much does Boingo Mobile cost?
Boingo Mobile is available for a flat rate of $7.95 USD, $9.95 CAD, €5.95, or £3.95 per month. There are no additional fees for roaming or premium locations. No contract is required.
What does Boingo Mobile software do?
Boingo Mobile software connects your mobile device to super-fast Wi-Fi with a single click. You don't need to navigate login forms or even type your username or password again!
Please note: Boingo software is required for Boingo Mobile connections; Boingo software is strongly recommended for Boingo laptop connections.
While software is not required for laptop connections, it is required for Boingo Mobile connections.Which mobile devices are currently compatible with Boingo Mobile?
Use Boingo Mobile with the following devices/platforms:
- iPhone OS (including iPhone, iPod Touch, and iPad)
- Android devices (including Nexus One and Droid)
- Wi-Fi enabled Blackberry/RIM devices
- Nokia S60 phones including the Nseries phones (N96, N95, N81) and the Eseries phones (E51, E61i, E65)
- Nokia Internet tablets including the N810 and N800
- Windows Mobile phones including the Motorola MOTO Q 11, Sony Ericsson X1 Xperia, iPAQ 510, TMobile Dash, HTC S710, and HTC Touch Cruise
- Sony Ericsson UIQ phones including the G900 W960i, and P1i
For more info on supported devices, check out Boingo Mobile Supported Devices.
Does Boingo support iPhone, iPad, and iPod Touch
Yes, you can use Boingo Mobile to connect your iPhone, iPad, or iPod Touch at more than locations worldwide. ocations worldwide. To download the Boingo Mobile subscription software, search for “Boingo Mobile Wi-Fi” in the App Store. For pre-paid Wi-Fi access on using your iTunes account, search “Boingo Wi-Fi Credits” in the iTunes app store. To sign up for Boingo Mobile service, simply open the application and enter your information.
Where can I find more information about Boingo Mobile?
Please visit http://mobile.boingo.com/ for more information and additional FAQs.
Policies
What is the Boingo Customer Agreement?
Please click here to review the Boingo Customer Agreement.
Will the account information I provide be shared?
Absolutely not! We don’t share your information with anyone else. Please see our Privacy Policy for details.
