FLEET HOTSPOT

FREQUENTLY ASKED QUESTIONS

December 2021

Contents
1. GETTING STARTED 2
2. USING FLEET HOTSPOT 5
3. CREDIT PURCHASE AND PAYMENTS 7
4. CREDIT CARD PAYMENTS 8
5. ALIPAY 9
6. PAYPAL 10
7. MY ACCOUNT 11
8. TROUBLESHOOTING 12

New in this version (version 2):

– How to create and use your account

While the information in this document has been prepared in good faith, no representation, warranty, assurance or undertaking (express or implied) is or will be made, and no responsibility or liability (howsoever arising) is or will be accepted by the Inmarsat group or any of its officers,
employees or agents in relation to the adequacy, accuracy, completeness, reasonableness or fitness for purpose of the information in this document. All and any such responsibility and liability is expressly disclaimed and excluded to the maximum extent permitted by applicable law.
Coverage as shown on maps is subject to change at any time. Inmarsat is a trademark owned by the International Mobile Satellite Organization, licensed to Inmarsat Global Limited. The Inmarsat logo and all other Inmarsat trademarks in this document are owned by Inmarsat
Global Limited. © Inmarsat Global Limited. All rights reserved.

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FREQUENTLY ASKED QUESTIONS

1. GETTING STARTED

1.1. What is Fleet Hotspot?

Powered by our industry-leading Fleet Xpress service, Fleet Hotspot gives you access to high-
speed connectivity via satellite to your own personal device whilst you are on-board a ship.
You can access Fleet Hotspot from your Wi-Fi enabled laptop,tablet or smartphone devices
and use web browsing and a variety of Internet enabled applications.

1.2. How do I get online?

Connecting to the Internet while on board is a very simple process:
1. You need to go to your Wi-Fi connection
2. Select the “FleetHotspot” network (SSID to connect to the network.
3. You will either be automatically directed to the welcome screen or you will need to start a
browser and type “portal.fleethotspot.com” in the address field.You will then see the
welcome page.
4. You can now choose to log in, create an account (‘Register’) or connect as a guest by
using a voucher code

Note: “CrewByInmarsat” is also a valid Network ID. If the Wi-Fi equipment is not provided by
Inmarsat, an alternative Network ID may be made available. Ask your IT manager or Master for the
correct Network ID.

 Login
When you log in, you can choose to use your data credit, time credit, or voucher code. If you do not
have enough credit, or want to top up, follow the ‘top up data’ or ‘top up time’ instructions. You will
be directed to make a payment for Internet access credit to get connected to the Internet.

 Create an account (Register)

When you register, you will be asked to provide the mandatory information and accept the
Terms and Conditions. After you have registered, you can choose the Internet access
credit you want to use or make a top up. To top up, select either Time or Data and you will
be directed to make a payment for Internet access. Once you register you will also receive
regular updates from Inmarsat on news and offers if you have opted in.

 Connect as a guest
When you connect as a guest, you can get online and use the Internet without creating an
account. Enter your voucher code and some basic information and click ‘Get connected’.
You will be asked to accept the Terms and Conditions before proceeding. It is important to
note that if you connect as a guest, you will only be able to use the voucher credit on the
device and on the vessel you activated on.

1.3. Can I keep using my credit if I transfer to another vessel?

Once you register on the Fleet Hotspot portal, you can use your credit on any vessel which
has Fleet Hotspot by simply logging in to your account and selecting the Internet access credit
you want to use. However, if you connected as a guest previously you cannot use your credit
on another vessel.

1.4. Can I use a voucher code if I have an account?

Yes, when you log in select the ‘use voucher code’ credit option and enter your voucher code.

1.5. Can I change which credit I am using? e.g. I am connected to the Internet using
my data credit but I want to change to my time credit

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You can choose to use your data credit, time credit, or voucher code at any time, all you need to do is:
 Log off from your account
 Log in again,
 Select a different credit option to connect to the Internet.

1.6. Can I stream video or music using my Fleet Hotspot service?

Yes, Fleet Hotspot gives you access to high-speed connectivity with the freedom to stream video and
audio.
Please note these applications may use a lot of bandwidth and reduce your data credit quickly.

1.7. Can I use voice telephony (e.g. Skype) using my Fleet Hotspot service?
Yes, you can make VoIP calls using Fleet Hotspot. Please note that depending on the app
you use it can use between 200 KB and 1.5 MB per minute.

1.8. Can I use video telephony (e.g. Skype) using my Fleet Hotspot service?
Yes Fleet Hotspot gives you access to high-speed connectivity allowing you to make video calls
with no interruption. Please note that depending on the app you use it can use between 3
MB and 14 MB per minute.

1.9. Is there anything I should be aware of before I connect as a guest

without creating an account?
Please make sure that your device does not use the “Random MAC address” (Android) or
“Private Address” (Apple IOS) feature. Details on this and more tips can be found in the
Best Practices Guide that is available on the Fleet Hotspot support page.
(www2.inmarsat.com/fleethotspot).

This page can be accessed without using your Fleet Hotspot credit.

It is important to note that if you connect as a guest, you will only be able to use the voucher credit on the
device and on the vessel you activated on.

1.10. What happens when I have used all my credit?

Once you have used all your credit you will not be able to connect to the Internet unless you
purchase more credit or use a voucher. You will have the option to log in and select which credit
you want to use. To buy more credit, select the “top up data” or “top up time” option and choose the
plan you wish to purchase, or enter a voucher code.

1.11. Which devices and operating systems is Fleet Hotspot service available
on? The minimum requirement to access Fleet Hotspot is a mobile device, laptop or tablet
with an 802.11 wireless capability (Wi-Fi) and one of the following supported operating systems:

– iOS 11 or higher
– Android 8 or higher

1.12. Which web browsers does Fleet Hotspot support?

Fleet Hotspot supports modern versions of the following web browsers:

– Windows 10 – Edge

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– Mac OS X 10 (Sierra) - Safari 10

– Mac OS X 10 (High Sierra) - Safari 11
– Google Chrome 65+ or higher
– Mozilla Firefox 60+ or higher

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2. USING FLEET HOTSPOT

2.1. Can I use my credit on another device?

Yes, once you have registered for an account, you can log in using any device. Data and time credit
can only be used on one device at a time.
If you login to your account on a second device, the session on the first device will be automatically
disconnected.

Note: If your shipping company has set a daily limit on Internet usage, the number of hours will be counted
against your account (email address).

2.2. I have forgotten my password, what do I do?

You can reset your password by following a simple process:
 Click the ‘forgot password’ button on the Welcome page (underneath the log in button)
 Enter your information to reset your password.
 Enter your registration details and answer your security question

Once your password has been reset you can use the new password to login to your account.

2.3. Why can’t I access certain content and/or websites?

Some web content or sites may have been blocked by your employer in accordance to
corporate policies implemented to accessing web content. This is necessary to ensure the
Internet is used judiciously and to protect you and the organization from cyber-crime. The
following set of standard categories, such as, but not limited to may be restricted:

– Violence
– Drugs / drug culture
– Nudity, nude pictures and lifestyles
– Adult material
– Sexual acts, pornography
– Militant / extremist
– Pirated and illegal material to download
– Gambling

Please make sure that the content you are trying to access is appropriate and in line with your
employer’s policies.

2.4. What should I do if I lose my connection while browsing?

If you get disconnected, simply re-launch your browser and continue browsing. If you are unable
to continue web browsing please type “portal.fleethotspot.com” in the address bar of your
browser to reconnect to the Internet.

Note: If your credit expires, you will be disconnected. You will need to purchase a new credit or
use a voucher to restore connection.

2.5. What happens if I stop using the Internet connection for a while?
If there is no data traffic for a period of 15 minutes, you will be automatically disconnectedfrom
the Wi-Fi. This is done to help you manage your credit. However, background traffic from your apps

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or device may keep your Wi-Fi session connected and prevent automatic disconnection.
All sessions will be automatically disconnected after an hour. This protects your credit expiring
unnoticed. It is highly recommended that you log out or disconnect, otherwise your allowance
may be used up unnoticed.
Log off will sign you out from your account and disconnect the Internet session. Disconnect will keep
you signed in to your account and disconnect the Internet session.

2.6. The Fleet Hotspot Portal shows a Service unavailable message. What does
that mean?
The Fleet Hotspot service uses satellite connectivity to provide Wi-Fi onboard.
In some cases:
– The main Fleet Xpress connection that powers Fleet Hotspot may not be available and then
will be taken over by a backup connection.
– The Fleet Hotspot is not available on the backup connection of Fleet Xpress. You will see
the Service Temporarily Unavailable page if the connection is not available. If the service
is unavailable, please try again later.

2.7. What can cause the Fleet Hotspot Internet Service to be unavailable?
Satellite Internet Service may be unavailable or interrupted due to blockage of the antenna,
maintenance, very bad weather or technical difficulties. In some countries local regulations may
prevent Internet access. You will see the Service Temporarily Unavailable page if the
connection is not available. If the service is unavailable, please try again later.

2.8. I already purchased credit before creating an account, how can I access my credit?
To access unused credit that was purchased before accounts were introduced, you must create an account
with the same email address you used to purchase the credit.
For example, if you purchased credit with email address [email protected], you should create an account
with this email address. Any unused credit will automatically transfer to your account.
Note: All accounts will be validated. Once you create an account, you will receive an email on the address
used to validate your account.

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3. CREDIT PURCHASE AND PAYMENTS

3.1. What payment options are available to purchase Fleet Hotspot credit?
Most major credit and debit cards, including Visa, MasterCard and American Express are accepted.
You can also pay using Paypal and Alipay.

If you have setup a virtual card, such as with Paymaya or GCash, you can use this card to make
payments on Fleet Hotspot. In addition, you can purchase vouchers through your Master. Please note
Inmarsat is not liable for payments made via third party sites for related queries please contact the third
party directly.

3.2. How do I pay with a virtual card?

Enter your virtual card details on the payment page including the card number and CVV, just like a
credit or debit card. To find out how to get a virtual card, follow the instructions of your e-payment
provider such as PayMaya or GCash. Please note you will need Internet access to setup a virtual card.

For more information on setting up virtual cards, please refer to your e-payment provider’s instructions.
Here are some example virtual cards providers:
Paymaya: https://www.paymaya.com/quick-guide/activate-virtual-card
GCash: https://www.gcash.com/activate-gcash-amex/
Please note, Inmarsat do not cover any liabilities or address concerns of payments made through third
party sites.

3.3. I can’t complete the payment process to purchase Fleet Hotspot credit. What can I
do?
Please double check that you have correctly entered all of your debit/credit card information.

3.4. How can I get a receipt for my Fleet Hotspot purchase?

A receipt for your purchase will be sent to the email address associated with your account. ,
please enter your email address carefully. Your receipt will contain a receipt number, date of
purchase, plan purchased and the total purchase amount.

3.5. How does Inmarsat protect my payment details (e.g. credit card number)?
The portal pages related to payment are under the control of the payment provider.

All information entered on those pages will be encrypted before it is sent to the payment
provider. The information will only be known to the payment provider and used to process
that transaction. Parts of the information (e.g. last four digits of account number) may be
used to identify transactions for support purposes.

Inmarsat has no access to the full details of the purchase transaction. Please make sure
that you are familiar with the policies of your Credit card and eWallet provider.

3.6. I am asked to provide a verification code that was sent by SMS, but I did not
receive an SMS.
As part of the transaction authorisation policy, a payment provider may require a second
authorisation by means of a code sent via SMS. If you’re out of GSM coverage you will not
receive this code and will not be able finalise the transaction. Inmarsat has no influence in this
process. Please consider using an alternative payment option to complete your transaction.

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4. CREDIT CARD PAYMENTS

4.1. Why is my credit card payment not accepted?

Make sure that the details required on the payment page match the card details. Most common
causes for a rejection are:

– Finger Trouble - Sometimes the answer is as simple as mistyping the card details, either
the long number, the expiry date or the CCV
– Not Enough Available Credit - Your credit card may be declined if you don’t have enough
available credit for the transaction. You can't make a payment right away to free up some
available credit — unless the card is linked to your checking account — so it’s best to use
another payment method if you experience this problem
– Traveling - Credit card companies may require some notice that you're traveling and plan
on using your card, especially when you travel abroad. Because of the number of fraud
cases that happen overseas, many companies don't take the risk of letting charges incur in
these cases. So if you know you're going to be away and plan on using your credit card,
make sure you contact your issuer to let them know where you'll be and the dates you'll be
traveling. Even if you don't plan on using the card, it's a good idea to inform your credit card
company, just in case an emergency arises.
– Suspected Fraud on Your Account - Your credit card may stop working if your credit card
issuer suspects fraud on your account. This can happen in cases of legitimate transactions.
For example, someone may be using your credit card to make purchases in another
country/state. It can also happen when you make purchases out of the ordinary from your
typical spending habits. Your credit card issuer may suspect fraud if you spend more than
you usually do in a day
– Card Hasn’t Been Activated - New credit cards are affixed with a sticker with instructions
for activating it. Typically, you only have to call a 1-800 number and enter the last four
digits ofyour social security number or the billing zip code. The call will only take a few
moments and your credit card will be activated right away. Some credit card issuers let
you activate your credit card online or via a smartphone app, but calling may be quicker
– It’s Expired - Your credit card may stop working after you reach the expiration month. In
some cases, it may even cease working during that month. If you think your credit card has
expired, check your mail. Your credit card issuer has probably sent a replacement credit
card already. Otherwise, call your credit card issuer to find out whether a new card is on the
way
– A New Card is on the Way - Your credit card company may issue you a brand new card.
For example, if your account number has been compromised after a major data breach, a
new credit card may be on the way. The card company will likely also cancel the old one.
Many credit card issuers are sending more secure credit cards with EMV chips. This
technology prevents cards from being cloned or duplicated. Your card issuer may
deactivate your credit card after the new one has been mailed to you. Once you receive
your new credit card, make sure to call and activate it so you can use it
– Merchant or Payment Processor Issues - This happens with credit card transactions
processed electronically. The information passes through a few different layers before the
transaction is approved. Technical difficulties at any stage can cause issues with your
payment processing

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5. ALIPAY

5.1. Can I use my Alipay business account to purchase a Fleet Hotspot

allowance?
It is not possible to use a business account for consumer purchases. Note that this is part of
the Alipay transaction authorisation policy and Inmarsat has no influence on that.

5.2. I tried to purchase an allowance using Alipay but it failed with the following
reason: “Unverified customer is not authorised for this transaction”
Your Alipay account needs to be verified, which means that Alipay needs proof of your ID.
Please consult the Alipay website for further information. Note that this is part of the Alipay
transactionauthorisation policy and Inmarsat has no influence on that.

5.3. During the Alipay payment process a page is shown with a with QR code.
How do I proceed?
Since you do not have access to the Internet yet, you cannot use the QR code to authorise the
payment. Instead you need to use your Alipay account name and Payment code to authorise
the payment.

5.4. Alipay is asking for a verification code that was sent by SMS, but I did not
receive an SMS.
In particular cases Alipay may require a second authorisation by sending a code via SMS.If
you’re out of GSM coverage you will not receive this code and not be able finalise the
transaction. In some cases another try after a few hours could be successful. Note that this is
part of the Alipay transaction authorisation policy and Inmarsat has no influence over that.

5.5. Alipay is asking to scan a QR code for additional verification.

In particular cases Alipay may require a second authorisation by means of scanning a QR code.
Unfortunately scanning of such code this is not possible when purchasing a Fleet Hotspot
allowance. Note that this is part of the Alipay transaction authorisation policy and Inmarsat has
no influence over that.

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 6. PAYPAL

6.1. PayPal is asking for a verification code that was sent by SMS, but I did
not receive an SMS.
The verification of a payment by SMS occurs when you have enabled that option in your PayPal
account’s security settings. When enabled, your payment transaction cannot be verified when
you do not have mobile network coverage (e.g. GSM, LTE, 4/3G). To avoid this inconvenience,
make sure to switch off the “2 Factor Authentication” setting when you are back in mobile
network coverage.

Note: PayPal may still send security SMSs to verify a payment even when 2FA is switched off.
For example, if they notice unusual account usage. In such cases you need to try again once
you are in mobile network coverage.

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 7. MY ACCOUNT

7.1. How do I access my account details?

Visit https://account.fleethotspot.com/
For easy access when using Fleet Hotspot on the vessel, click ‘My Account’ from the Fleet
Hotspot landing page. You can reach this page by clicking ‘Start Surfing’ when you are
connected to the internet, or ‘Click here for information and help’ if you are not connected.

Accessing your account details does not use your Fleet Hotspot internet credit.

You can access your account details from any internet connection, you do not have to be
connected to Fleet Hotspot on a vessel. That means you can view your account details and
make purchases wherever you have an internet connection.

7.2. What does ‘session’ mean?

Each time you access the internet, this is a ‘session’. The session will include a start time and
an end time which shows the time your account was connected to the internet.

7.3. What do the different payment statuses mean?

 Settled: Payment completed.

 Captured: Payment is completed and money has been deducted from your payment
method, but the payment is not yet settled by your bank.
 Pending: Transaction has been created and will move onto another status immediately to
start processing your payment. If a Transaction stays in ‘Pending’ status for a long period
of time, an error may have occurred during the payment process. Please contact our
Customer Service team.
 Shopper redirected: Applies to payments using Paypal or Alipay. Your payment has been
directed to Paypal or Alipay to complete the payment process.
 Refused: Payment was refused. Please try another payment method.
 Refunded: Payment has been refunded.

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 8. TROUBLESHOOTING

8.1. After reconnecting my device, I do not see the Logoff button anymore.
If you are unable to see the “Connected” page after reconnecting, refresh the page and you will
be directed to the “Connected” page. Alternatively type “portal.fleethotspot.com ” in the address
field in your browser.

8.2. What do I do if I am not automatically directed to the connection screen?

If for some reason you are not automatically directed to the connection screen, then
please follow the basic steps listed below to help you connect on most wireless devices:

– Make sure that your Wi-Fi is enabled on your device.

– Go to the Wi-Fi settings page on your device and view the available wireless networks.
– Select the SSID to connect (see note 2 below).
Launch your browser and type “portal.fleethotspot.com” in the address bar of your browser (if you are not directed
automatically to the landing page).

Note 1: Devices that are not JavaScript-enabled cannot be used to purchase Internet access,
but they can be used to access the complimentary features of the Fleet Hotspot portal. Cookies
should also be enabled on your device in order to purchase Internet access.

Note 2: “CrewByInmarsat” is also a valid Network ID, If the Wi-Fi equipment is not provided by
Inmarsat, an alternative Network ID may be made available. . Ask your IT manager or Master for
the correct Network ID.

8.3. I am getting a browser security warning when I enter a website address into
the address bar. What is this?
This should only happen if you are not automatically redirected to the Fleet Hotspot homepage
because you entered a website address which starts with ‘HTTPS’. In this case, your device’s
browser may present a security warning screen. There is no security issue to worry about, this
is merely a standard warning to be safely directed to the Fleet Hotspot homepage.

For Safari browsers to be redirected to Fleet Hotspot homepage, follow these steps:

– Click the ‘Show Details’ button.

– In the ‘security warning’ explanation field, click on the ‘visit this website’ link which will
redirect your browser to Fleet Hotspot homepage. (Note: you may need to update your
‘Certificate Trust Settings’ to proceed.)
For Chrome browsers to be redirected to Fleet Hotspot homepage, follow these steps:

– Click ‘ADVANCED’.
– Following the ‘security warning’ explanation field, click on the ‘Proceed to <website name>
(unsafe)’ link which will redirect your browser to Fleet Hotspot homepage.
If your Safari browser does not show ‘Show Details’ option or your Chrome browser does not
show proceed to' option then enter “portal.fleethotspot.com” in the address bar to display the
FleetHotspot homepage.

8.4. Who can I contact in case I have questions?

If you need to contact us, please email [email protected] where we will be very
happy to assist you

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