FAQ
AXXESS MARINE SUPPORT
WHAT IS THE BEST WAY TO CONNECT WITH YOUR AXXESS MARINE TEAM?
Clicking the blue message icon in the bottom right hand side of your account page in the Axxess Marine portal https://portal.axxess-marine.com ensures the quickest response from the Axxess Marine team. You can use the icon to contact us anytime and our team members around the globe are able to respond to your needs in real time.
EMAIL is also a quick and efficient way of connecting with the Axxess Marine team for answers to any questions you may have. In fact, we’ve simplified the contact process, so your questions get to us swiftly and we can respond expeditiously!
Tech Support: Account set up questions, activations, suspensions, service plan details, voice plan information, settings and coverage, new SIM requests, shipments, VSAT, VSAT-4GLTE bundle support, (NOC, Beams, onboard VSAT and VSAT antenna) IPTV/Streaming TV activations.
Detailed information and Pricing: VSAT, VSAT-4G bundles, Pepwave routers, AX Omni antennas, VSAT hardware, Installation quotes, scheduling.
SatTV Sales and Support: Axxess Marine is a registered dealer for DirecTV USA, DirecTV Caribbean, DISHNetwork USA, SKYOffshore UK, CanalSat+ FWI and BellExpress VU Canada.
Invoice questions, credit card charge queries, credits, disputes, payment enquiries.
Axxess Marine has team members based in Antigua, St. Maarten, the US and Europe, so no matter what you need, or when you need it, we have you covered. We are at the ready around the clock and able to respond quickly.
AXXESS MARINE SERVICES
HOW DO I SET UP AN AXXESS MARINE ACCOUNT?
To open your own account in the Axxess Marine client portal,
1) Visit Axxess Marine website and click the LOGIN tab at the top of the home page or visit directly now https://portal.axxess-marine.com
2) Complete vessel contact information.
3) Your account will be confirmed swiftly and an Axxess Marine team member will contact you via email. Accounts are free.
HOW DO I GET A SIM PACK OR SIM CARDS FROM AXXESS MARINE If you are an Axxess Marine client, simply send us a request from your account page. If you are not yet a client, please complete the account sign up process above, or send us an email at support@axxess-marine.com if you have questions.
HOW MUCH DO AXXESS MARINE’S SIM PACKS COST? Axxess Marine SIMs are free, but if you need the SIM packs shipped to you, charges for the shipping will apply.
DO I HAVE TO SIGN A CONTRACT FOR 4GLTE DATA SERVICES? No
WHO DO I CONTACT WHEN I HAVE QUESTIONS OR CONCERNS ABOUT MY AXXESS MARINE SERVICE OR HARDWARE? You will be given all Axxess Marine team members contact information once your account has been activated.
WHAT IS THE BEST WAY TO COMMUNICATE WITH THE AXXESS MARINE TEAM? The fastest way to communicate with the Axxess Marine team is via your account on the Axxess Marine client portal (real-time response) and you can also email your team for swift response. While your Axxess Marine team member may follow up via telephone, the best way to connect with us in short order is via your account or email at support@axxess-marine.com
WHAT GEOGRAPHIES DO AXXESS MARINE’S SIM CARDS COVER? Axxess Marine offers coverage all over the world. Clients can create their own flexible plans using roaming SIMs, country specific SIMs or a combination of both- and don’t forget to ask about how much money you can save bundling your 4GLTE data and VSAT with Axxess Marine.
HOW DO I ACTIVATE A SIM? Login to your account on the Axxess Marine portal, click the SIM you would like to activate, choose your service plan size and submit.
HOW LONG DOES A SIM TAKE TO ACTIVATE? Most SIMs activate in only a few moments, but some geographies can take a few hours.
WHAT OTHER FEES WILL BE APPLIED TO MY SERVICE PLAN? When you activate your SIM, taxes, VAT and credit card processing will apply.
HOW MUCH DO I REALLY PAY FOR A SIM SERVICE? Axxess Marine does not hide or add charges. Unlike other marine telecoms in the industry, when you choose an Axxess Marine service plan, the quoted fee is what you pay.
DOES AXXESS MARINE ‘THROTTLE’ SPEEDS? No
CAN I SUSPEND SERVICE? Yes – you are in complete control as to when you activate, suspend service.
WHAT IS THE LENGTH OF TIME I CAN SUSPEND MY ACCOUNT? There is no limit to the length of time you remain suspended when required.
IS THERE A CHARGE TO SUSPEND A SIM CARD? No
DO I HAVE TO BE IN A PARTICULAR SERVICE AREA TO ACTIVATE THE SIM CARD FOR THAT AREA? You can wait until you are in the geography, or pre-activate SIM service. Keep in mind the SIM will not connect until you are in the region for the SIM to work.
HOW DO I ORDER OR RECEIVE A QUOTE FOR NEW HARDWARE OR VSAT, VSAT 4GLTE BUNDLES? If you have an account with Axxess Marine already, simply connect with via your account in the portal, you will have response in real-time. If you are not currently an Axxess Marine client, simply complete the sign-up process (above), or email us at support@axxess-marine.com to request a pricing proposal.
For additional detailed FAQs see the Frequently Asked Questions section accessible by logging into your account on the Axxess Marine client portal: https://portal.axxess-marine.com
DO I NEED A US SOCIAL SECURITY NUMBER TO SET UP AN ACCOUNT FOR US DATA SERVICE?
No, All we need is, Full Name, Billing address and a Credit Card
CAN I USE AN INTERNATIONAL CREDIT CARD FOR MONTHLY FEES?
Yes- all major international credit cards are accepted. (we do not accept AMEX or Discovery) Monthly service fees are made by credit card payment only – we cannot accept wires.
WHY DON’T I HAVE TO SIGN A CONTRACT FOR DATA SERVICES?
Axxess Marine works with a host of providers globally to provide our clients with the most effective, affordable and scale-able service. There is a 30 day minimum commitment for data services based on provider’s billing cycle. Prorated billing charges for accounts activated for weeks in advance of provider billing cycle (to align billing). All charges of client usage based on rate plan from date activated
WHAT IS PRORATED BILLING?
Our billing structure guarantees the most affordable service and easiest set-up regardless of activation timing. Given that there is a 30-day minimum commitment for data services based on provider’s billing cycle, Axxess Marine prorates the fees. Example: if you activate on the 15th of the month and the billing cycle begins on the 1st to the 30th of each month, you would be billed for the remaining 15 days of that initial month plus the next 30 days of the new billing cycle. If you activated your SIM on the first, you would be billed for only the 30 days of billing.