Delivery information

If you have received a delivery notice but your shipment has not arrived yet, please check your local post office. The parcel might be mishandled by your local postal services.

Customer support

FAQ

Frequently Asked Questions

You can connect Ryoko to your smartphone, laptop, tablet, personal computer or even a smartwatch. Ryoko can connect to up to 10 devices at once.

Here is the full list of countries in which you can use Ryoko device: https://getryoko.com/viaota/coverage

  • Insert the pre-paid SIM card provided in the package into your Ryoko 4G device;
    • The provided SIM card comes in 3 different sizes: standard, micro & nano. Use the standard size!
  • Turn on the Ryoko 4G hotspot by using the power button (press and hold);
  • Connect Ryoko 4G hotspot to your smartphone or other device EITHER BY:
    • pressing WPS button twice and scanning a QR code which appears on Ryoko screen with your smartphone OR
    • connecting your smartphone or other device to the now visible “Ryoko” network. It will have the same name as SSID visible on your Ryoko screen. The password is marked as “key” on your Ryoko screen (to see SSID and the password press the WPS button once).

That’s it, you are now connected to Ryoko portable WiFi hotspot!

If you wish to see a more detailed guide, please download the user manual below:

Download the user manual

You can top up your data with Viaota self service.

To access it for the first time, please go to https://my.viaota.com/register and enter your Viaota SIM card number, which you can find on your Viaota SIM card. Create a new password and click “Register”.

If you are already registered, go to https://my.viaota.com/login and sign in.

Once in the self service you can select and order one of the Viaota monthly plans.

Your Wifi network name and Wifi network password are printed on the label inside the device and can be seen once the battery is unmounted.

Alternatively, you can always check your current SSID and password by turning on your Ryoko device and pressing the WPS button once: the information will be visible on the screen. The password will be marked as “key” on your Ryoko screen.

  • Log into the Viaota Self Service (look above to see the detailed instruction on how to do it).
  • Go to “Profile”. Update your password there.
  • For extra security you can also add two factor authentication!

If the Ryoko device is on, and the internet is not working, please proceed with the following instructions:

  • Restart your device.
  • Check if you are not in a "no-signal" area.
  • Manually change the local network.

Ryoko portable WiFi hotspot automatically connects to the best local 4G LTE network available.

Yes, you can insert any SIM card and use it with your Ryoko device.

Viaota is a mobile internet access service that works together with Ryoko. Your Ryoko comes with a prepaid Viaota SIM card, which contains 500 MB of free data.

Viaota provides a stable 4G/LTE internet connectivity on the global level. Reliably stable 4G/LTE data speed, constant coverage & zero freezes are just a few of the perks of using Viaota.

START:
The service provision starts once you insert a new Viaota Card into your Ryoko device.

You will get 500MB free with every Ryoko order. Once you run out of free data, just select one of the 3 great global data deals Viaota has to offer. You can do that at self service system here: https://my.viaota.com/login

STOP:
It is very simple to stop using Viaota. If you have one of the 3 Viaota data plans activated, please contact our customer support team at [email protected] and we will cancel the plan for you.

Ryoko can still be actively used with any other (non-Viaota) SIM card installed.

You can read more about Viaota data plans here: https://getryoko.com/viaota/plans

Here is the full list of countries in which you can use Viaota device: https://getryoko.com/viaota/coverage

You can top up your data with Viaota self service.

To access it for the first time, please go to https://my.viaota.com/register and enter your Viaota SIM card number, which you can find on your Viaota SIM card. Create a new password and click “Register”.

If you are already registered, go to https://my.viaota.com/login and sign in.

Once in the self service you can select and order one of the Viaota monthly plans.

You can check your order status by entering your email address used for the order and/or your tracking number here: https://getryoko.com/tracking

There are multiple reasons as to why you may not have received your order confirmation:

  • It is possible that you have entered your email address incorrectly.
  • Please check your spam folder. It is possible that the order confirmation has been filtered as spam.
  • The order process may have not been completed correctly.

If you have ruled out all of the above and have not received an email from us after placing your order, feel free to contact our customer service via the contact form you can find below. As a subject please use the option: "Have not received an order confirmation". Our dedicated customer support team will then check whether or not your order has come through.

As long as your order has not left our warehouse we can still change and correct your delivery address. Please reach out to our customer service via the contact form you can find below using the subject "Address change". Your delivery address will then be adjusted. Once your order has left our warehouse we can no longer change your delivery address.

If you wish to cancel your order please contact our Customer Service team as soon as possible. If your order hasn’t reached the fulfilment stage it is possible we may still be able to change or cancel it.

However, please be aware that we are often unable to make these changes because we usually have your order packed and awaiting shipment within 24 hours of it being placed.

Unfortunately changing your order is not possible.

As long as your order has not yet been passed along to our logistics partner, we can cancel your order and reimburse you. Please use our contact form with the subject "Cancelling my order" and provide us with your order number. You can then simply place a new order and effectively change it on your own.

Your invoice was sent to the email you provided in your order details. If you haven’t received it, please contact our customer support at: support@getryoko.com

The processing time for orders is 1-2 business days. After that, delivery times are as follows:

Estimated delivery times / country in business days:

United States
2-5 d.
Germany
10-14 d.
Sweden
10-14 d.
Austria
10-14 d.
Canada
12-18 d.
France
10-14 d.
Italy
10-14 d.
Spain
10-14 d.
Switzerland
12-15 d.
United Kingdom
8-12 d.
Norway
10-14 d.
Colombia
12-18 d.
Netherlands
8-12 d.
Poland
8-12 d.
Belgium
10-14 d.
Brazil
12-18 d.
Finland
10-14 d.
Argentina
12-18 d.
Czech Republic
10-14 d.
Romania
10-14 d.
Mexico
8-12 d.
Slovakia
10-14 d.
Denmark
10-14 d.
Ireland
12-15 d.
Hungary
10-14 d.
Australia
10-14 d.
Greece
10-14 d.
Portugal
12-18 d.
Bulgaria
10-14 d.
Croatia
10-14 d.
Luxembourg
10-14 d.
South Africa
12-18 d.
Thailand
10-14 d.
New Zealand
10-14 d.
Cyprus
10-14 d.
Latvia
12-18 d.
South Korea
5-8 d.
Turkey
10-14 d.
Estonia
12-18 d.
Ukraine
10-14 d.
Malaysia
10-14 d.
Malta
10-14 d.
Liechtenstein
12-18 d.
Japan
10-14 d.
United States 2-5 d.
Germany 10-14 d.
Sweden 10-14 d.
Austria 10-14 d.
Canada 12-18 d.
France 10-14 d.
Italy 10-14 d.
Spain 10-14 d.
Switzerland 12-15 d.
United Kingdom 8-12 d.
Norway 10-14 d.
Colombia 12-18 d.
Netherlands 8-12 d.
Poland 8-12 d.
Belgium 10-14 d.
Brazil 12-18 d.
Finland 10-14 d.
Argentina 12-18 d.
Czech Republic 10-14 d.
Romania 10-14 d.
Mexico 8-12 d.
Slovakia 10-14 d.
Denmark 10-14 d.
Ireland 12-15 d.
Hungary 10-14 d.
Australia 10-14 d.
Greece 10-14 d.
Portugal 12-18 d.
Bulgaria 10-14 d.
Croatia 10-14 d.
Luxembourg 10-14 d.
South Africa 12-18 d.
Thailand 10-14 d.
New Zealand 10-14 d.
Cyprus 10-14 d.
Latvia 12-18 d.
South Korea 5-8 d.
Turkey 10-14 d.
Estonia 12-18 d.
Ukraine 10-14 d.
Malaysia 10-14 d.
Malta 10-14 d.
Liechtenstein 12-18 d.
Japan 10-14 d.

Please keep in mind that during holidays or limited edition launches this time may vary. Thank you for your patience.

**Disclaimer: current COVID-19 pandemic has disrupted the logistics network, which has affected the delivery times. As a result, estimated delivery times for some items may be longer than usual at the moment.**

Please read our shipping policy for more information.

Please follow these instructions:

  1. Copy either your:
    • order number,
    • tracking number or
    • email address.
  2. Open the tracking page
  3. Paste any of the information mentioned above into the designated field on the page and press “track.”
  4. You can now track your order status.

We offer FREE shipping to all the countries we ship to (we ship to most countries around the world using the fastest delivery methods available to us).

The warranty will cover any defects presumed to have existed at the time of delivery or which become apparent within the period of the warranty term. Extended warranty may cover more defects (e.g. water damage).

Please read our warranty policy for more information here: Ryoko Warranty Policy

If you have received a defective item, please contact our customer support at [email protected] and provide detailed information about the defect. We will change your purchased product to a new product if the warranty conditions are applicable.

Please note that your product might be changed to a newer model of no lesser value than the original product if the model that you have purchased is no longer in production.

Please be aware that you will have to return the defective item for quality inspection.

Within 30 Days Period from the delivery date of your order (to be determined by the tracking number provided) any customer who is not satisfied can return the product for a refund or replacement. Please contact our customer support explaining why you want to return your product so our support team can send you further instructions:

[email protected]

Please note that a restocking fee of 15% is applied to all customer’s remorse returns. Return shipping will have to be covered by the customer and any related fees will not be compensated by us.

Read more about our return policy here: Return Policy

We will give a refund for the returned product within 14 days from receiving the product at our return address. However, please note that we will only accept the returned product if it was not used, has not been damaged and has been sent back to us in the original packaging. A refund might take up to 5 days to reach your bank account after it's made.


If you have read and not found a solution in our Frequently Asked Questions, please contact us via the form below.


Contact Us

Contact Us

Tel.: +1 (205) 782-8802
+441344951332

UAB Viaota
305710320
Gedimino 45-7, Kaunas, Lithuania
LT100014178517

The website https://getryoko.com/ is owned and operated by (EU company "Ekomlita", K. Donelaicio 60, LT-44248, Kaunas, Lithuania)