Quick Links

Who We Help

Quick Links

Menu

Menu

Yachting FAQs

Yacht Mobile Crew Plans

We’re here to answer all your Crew Plan questions questions. See what we are regularly asked and our answers…

FAQs

Which networks can I connect to?

In most inclusive countries, you will have the ability to connect to multiple networks. This will depend on the network’s roaming agreements at the time. Please get in touch with the Customer Support Team for further advice on specific networks for the country you’re visiting.

What settings do I need to change?

You will need to enable Data Roaming to access data. If after turning Data Roaming on, and you still cannot access data, please amend your APNs to the APNs provided on activation.

Is 4G Calling enabled on my number?

4G Calling is enabled on your number and can be used whilst roaming to improve the call quality.

Is 5G enabled on my number?

We add 5G as default, so you will be able to use 5G where available. However, please note 5G is not always guaranteed, as its availability relies on the roaming agreements between mobile network operators.

Is Wi-Fi Calling enabled on my number?

Wi-Fi Calling is enabled on your number. While the use of Wi-Fi Calling whilst roaming is generally not supported, it may be possible in certain circumstances. Please note that compatibility is not guaranteed.

What should I do if I lose my phone / SIM?

If your SIM is lost or stolen, please contact our Customer Support Team as soon as possible at support@cobyex.com. They will place a temporary bar on your SIM to prevent any unsolicited usage and arrange a replacement SIM for you. The replacement SIM will be free of charge, although a delivery fee may apply.

How can I prevent additional charges?

To have full control of what networks your SIM can connect to, go into manual network settings on your phone and manually select the network you would like to use. You will need to remember to change this setting when leaving the country, by either switching it back to automatic, or manually selecting a network you would like to use at your next destination.

I am going to be spending a long period of time in the UK, do you have a better plan for me whilst I am here?

Yes! Please get in touch for more details on our UK Unlimited plan.

Can you provide the plan on an international number, not a UK (+44) number?

We have mobile plans for (+33) French, (+49) German , (+39) Italian, (+31) Dutch, (+34) Spanish and (+1) US numbers. Please contact out Sales Team for more information.

FAQs

I would like to change my Europe plan to the World plan (or vice versa), what do I need to do?

I would like to change my plan (Europe, World, or Global). What do I need to do? To switch between the Europe, World, and Global plans, please email our Customer Support Team at support@cobyex.com with your request. Be sure to include which plan you'd like to switch to. Please allow at least 48 hours’ notice for the change to be processed.

Will my number change when I switch plan?

No, you will keep the same number.

Will my service be interrupted when changing plans?

It is a simple network tariff change so there will be no disruption to your service.

I don’t need my SIM for a period of time but I would like to keep my number. What can I do?

We can put your number on hold for £7 (ex.VAT) per month. Your SIM will be fully barred whilst on hold. Please contact the Customer Support Team for this to be actioned.

FAQs

When do my allowances refresh?

The billing cycles runs from the 1st to the end of the month, so all your allowances will refresh at the start of the month.

When are invoices sent?

Invoices are sent on or around the 12th of the month.

How will I receive my invoice?

You will receive your invoice via email. The day after you receive your invoice it will be loaded into your Billing Portal.

What periods are covered in each invoice?

Invoices cover line rentals for the current month and usage for the previous month. For example, invoice dated 1st March is sent on or around the 12th March. This invoice will contain March’s line and February’s usage.

Why is my first invoice higher than what I was expecting?

If your SIM was activated after our invoices were sent, your first invoice will have the line rentals for the remainder of the month, plus the full month for the following month. All dates and breakdown of the costs are on the CLI Charge Summary page of the invoice.

Why do I need to provide a £50 deposit?

The small deposit acts as a form of insurance for us, in the case your invoices are not paid in time. If you fulfil your payment obligations promptly, the deposit will not be forfeited, and when you decide to cancel the contract, it will either be refunded to you on request or used to offset the final payment.

How will you take payment for my monthly plan and additional charges?

We will use your credit / debit card details which we have securely stored in our payment system to automatically take the on the 15th of every month.

What will happen if my card declines / you have been unable to take payment?

Our Accounts Team follow a simple process to ensure your account is kept up to date. Please see below for the schedule. 15th-18th of the month – We will attempt to take payment for your crew plan on two separate occasions. The second attempt will be made as we acknowledge that you may need to authorise the payment with your bank or move funds into the correct account. 19th-22nd – If we have still been unable to take payment at this stage then you will receive a Sage pay link via email from our accounts team, which you can simply click and pay your overdue balance. On or around 25th – You will receive a final reminder via SMS.  Last working day of month – If we have still not received payment your line will be suspended.

What happens to my allowances and costs if I activate a SIM, mid-month?

Your mobile plan will pro-rata. Pro-rata is calculated by taking the tariff cost, data amount in GB or number of minutes, and dividing it by the total number of days in the month and then multiplying it by the number of days the tariff is pro-rated for.

How can I keep on top of my usage and spend?

We will give you log ins to a Billing Portal where you can view the traffic on your SIM within the month, and previous months. However, please note that this usage can be a few days behind as it’s only loaded into the system once it has been processed and then provided by the network.

Is my number protected from Bill Shock or high roaming charges?

As default, we add £50 Bill Limits onto Crew connections. This is to protect you from high roaming costs, which can get expensive in unsupported countries. You will receive a notification when/if you hit the limit via an email outlining your usage. If the bill limit is triggered, your line will be temporarily barred to prevent any further charges. At this stage, a member of our team will be in touch to consult how you wish to move forward. If you keep the bars in place, all charges over £50 will be nullified, and the bars will automatically lift next billing cycle, the 1st of the next month. You also have the option to lift the bill limit to reinstate the service and all charges would be liable. The connection would then be unprotected for the rest of the month. It takes up to 24 hours for these bars to lift. Before we activate your SIM we will ask you to confirm what you would like to set your Bill Limit to. We strongly recommend that the threshold is not set any lower than £50, as removing the bars if the Bill Limit is hit can take a full 24 hours and we have no ability to speed up this process.

Will I be alerted when I am nearing the end of the data and minutes allowances?

You will receive email and SMS alerts (to your new +44 UK number), when you have accrued £15 and £50 of spend, plus when 50%, 75%, 90% and 100% of the inclusive data and or 100 worldwide minutes. At this stage, a member of our team will be in touch to consult how you wish to move forward. If you keep the bars in place, all charges over £50 will be nullified, and the bars will automatically lift next billing cycle, the 1st of the next month. You also have the option to lift the bill limit to reinstate the service and all charges would be liable. The connection would then be unprotected for the rest of the month. It takes up to 24 hours for these bars to lift. Before we activate your SIM we will ask you to confirm what you would like to set your Bill Limit to. We strongly recommend that the threshold is not set any lower than £50, as removing the bars if the Bill Limit is hit can take a full 24 hours and we have no ability to speed up this process.

Will I pay VAT?

All prices quoted exclude VAT. If applicable, the VAT rate applied will be determined by your billing address.