Frequently asked questions

When you create your username, it must meet the following criteria:

         Alphanumeric characters only – no punctuation, special characters, or spaces.

         Between 1 and 25 characters in length.

         This field may not be left blank.

NOTE: This field is NOT case sensitive.

If your selected username does not meet these criteria, or is already in use on another account, you will need to select a different username.

When you create your password, it must meet the following criteria:

• Alphanumeric characters only - no punctuation, special characters,  or spaces.

• Between 6 and 25 characters in length.

• This field may not be left blank.

NOTE: This field is case sensitive.

If your selected password does not meet these criteria, you will need to select a different password.

 In order to retrieve a forgotten username, you will need to supply the following information:

           The email address supplied during account creation.

           The answer to the reminder question selected during account creation.

To retrieve your username, follow the steps below:

           1.Click Forgot Username? The Forgot Username window displays.

           2.Enter the email address you provided at registration in the appropriate field. Click Next. Enter the
              answer to the selected security question in the appropriate field. Click Submit.

Upon successful validation, the Sign In page displays and your username will appear in the Username field.

Since your username is a unique ID associated with your account, we do not allow you to change it without creating a brand new account. As a result, changing your username cannot be done using My Account.Contact the Gogo Customer Care Team via Live chat, email or by calling us at 1-877-350-0038 once you are on the ground to discuss available options. (Chat is available on US carriers only)

In order to reset your password you will need to supply the following information: 

     Your username.

     The answer to your reminder question.

     If you have a credit card saved in your profile, you will need to supply the last 4 digits of your
           credit card number and the zip/postal code of the billing address. This is for added security, to
           make sure others cannot make unauthorized purchases.    
 
To retrieve your password, follow the steps below:

        1. From the Sign In screen, click Forgot Password?The Forgot Password window displays.

        2. Enter your username in the appropriate field. Click Next.

        3. Enter the answer to the selected security question in the appropriate field.

        4. (In the event you have not purchased from Gogo previously, you will not be asked for the information
             in step 4 or 5.)

        5. Enter the last 4 digits of your credit card number in the appropriate field.

        6. Enter your credit card billing zip/post code in the appropriate field.

        7. Accept the Terms & Conditions. (What are the Terms & Conditions? Click here .)

        8. Click Submit. The Create New Password page displays.

        9. Enter a new password

       10.Enter the new password in the Confirm New Password field. Click Submit. A message displays to
             confirm  the password was successfully changed. Click OK.
    
  The Gogo homepage will display.

When you signed up for an account with Gogo, you were required to select a reminder question and provide an answer. For added security, this information cannot be changed online, unless you are already logged in. As a result, we request that you contact the Gogo Customer Care Team and they will happily take care of this for you. (Chat is available on US carriers only)

 Your credit card information may be changed by accessing your account and editing the information or by contacting the Gogo Customer Care team via Live Chat, email or by calling 1-877-350-0038 once you are back on the ground (Chat is available on US carriers only). You may change your credit card information online by following the steps below:
 
    1. Log into Gogo.

    2. Click My Account. The Account Overview displays.

    3. In the Credit Card Info section, click Edit. The Edit Credit Card Info page displays.

    You may edit any of the following fields:

          Name as it appears on card

          Card Security Code

          Card Expiration Date

          Billing Address

    4. Click Save to save your edits.

As a security measure, you will be asked to re-enter the security code from your credit card.

Your password may be changed by accessing your account and editing the information or by contacting the Gogo Customer Care team via Live Chat, email, or calling 1-877-350-0038 once you are back on the ground. (Chat is available on US carriers only)

To change your password online, follow the steps below:           

    1. From the Account Info section of the Account Overview page, click Edit. The Edit Account Info page
        displays.

    2. Enter the new password in the Select Password field. For your security, the Select Password field will
        not display the entire card number.


    3. Enter the new password in the Confirm Password field. For your security, the Confirm Password will also
        not display the entire number.


  Click Save to save your new password. The Account Overview page displays.

Your email address may be changed by accessing your account and editing the information or contacting the Gogo Customer Care team via Live Chat, email or by calling 1-877-350-0038 once you are back on the ground. To change your email address online, follow the steps below:

    1. From the Account Info section of the Account Overview page, click Edit. The Edit Account Info page
        displays.

    2. Enter the new email address in the Email Address field.

    3. Enter the new email address in the Confirm Email field.

    4. Click Save to save your new email address. The Account Overview page displays.

(Chat is available on US carriers only)