Iridium GO!® Support

IRIDIUM GO! FAQS

Installing the battery into the Iridium GO!

Remove the battery cover by unscrewing the set screw.
Install the battery as displayed in the diagram below.
Ensure the gold contacts of the battery are aligned with the gold contacts of the device.
Attach the battery cover and tighten the set screw.

Inserting the SIM card into the Iridium GO!

Follow the instructions & diagram below for assistance on how to insert the SIM card into the Iridium GO!

Solution: Insert the SIM card

Remove the battery cover by unscrewing the set screw
Remove the battery
Unlock the SIM card door by sliding it
Insert the SIM card into the tracks on the SIM card door
Close the SIM card door and lock it in to place

Ensure the cut corner is aligned with the cut corner on the device

Insert the battery
Attach the battery cover and tighten the set screw

Charging the battery on the Iridium GO!

Follow the instructions & diagram below for assistance on how to charge the battery in the Iridium GO

Solution: Charging the battery

Open the USB cover as displayed in the diagram below
Plug-in the provided Micro-USB cable into the device
Plug-in the other end into the wall using the provided AC adapter.

Note: The device will take approximately 3 hours to charge

Unable to login to Iridium GO! app for Android

Follow the steps below if you are unable to login to the Iridium GO! application for Android using the default "Guest" username and password.

Note: This issue is associated with older Android devices however specific versions are unknown

Solution 1: Clear Iridium GO! application settings

From your Android home screen, navigate to Settings.
Select Applications/Application Manager.
Scroll down and select Iridium GO!.
Select Clear data.
Select Clear cache.
Select Force stop.
Navigate back to your home screen.
Launch the Iridium GO! app and try to login.

Solution 2: Remove app & reset device

Power ON the Iridium GO!
Press and hold the reset button until “Reset to factory defaults?” appears on the display. The reset button is located in the external antenna compartment beneath the antenna.
Select the Yes soft-key, your Iridium GO! will reset to factory settings and power cycle.
Uninstall the Iridium GO! application from your Android device.
Power your Android device off and back on again.
Reinstall the 'Iridium GO!' applications and reboot the phone again.
Turn off all Bluetooth signals before you log in to the Iridium GO! Wi-Fi hotspot.
Connect to the Iridium GO! Wi-Fi hotspot using your Android device.
Launch the Iridium GO! application and select login.
Login using the default username and password of 'guest '.

Unable to configure SOS using Iridium GO! app for iOS

Follow the steps below if you are unable to configure SOS using the Iridium GO! application for iOS.

Note: On some iOS devices, the option to enable GEOS Service or configure your own SOS recipients is greyed out and cannot be selected. The steps below will allow you to configure the SOS settings on your iOS device if you are experiencing this issue.

Connect to the WiFi network of your Iridium GO!
Open your Safari Browser and in the address bar navigate to: 192.168.0.1
The Iridium GO! interface page will be displayed and prompt you for a username and password

If you have not changed the default login credentials, login using ' guest ' in both fields

Once you have logged in, navigate to the Location Options tab.
Select if you would like to "Use" or "Do not use" the GEOS Service

If "Use" is selected, the Call Recipient and Message Recipient fields will display GEOS.

When prompted, enter the 5-digit confirmation code provided by GEOS and select OK
Select "Save" to save your settings.

If "Do not use" is selected, fill in the Call Recipient and Message fields with the desired contact information

Enter the contact number using the following dialing pattern

Example: + (country code)(area code/city code)(phone number)
Example: + 1 321 454 4969

Select "Save" to save your settings.

The SOS settings of your Iridium GO! device have now been configured.

Unable to Place Calls Using Iridium GO! For Apple iOS

Solution 1: Calling a North American number

Deploy the antenna to power on the Iridium GO!
The Iridium GO! will display bars of signal strength
The Iridium GO! will then display Searching followed by Iridium once the device has registered
Connect to the Iridium GO! wifi hotspot
Launch the Iridium GO! application
Login using the desired profile (Guest is default)
Select the Call icon
Press and hold the 0 key until the + appears
Dial the country code, area code and phone number

Example: + (country code)(area code/city code)(phone number)
Example: + 1 403 918-6300

Solution 2: Disable Captain/Crew calling

Open the Iridium GO! app
Tap on the "Settings" icon
Tap on "Captain/Crew calling"
Set the "Enabled" slider to the off position
Tap the "Save" button
Repeat solution 1 to place a call

Unable to place calls using Iridium GO! for Android

Follow the steps below if you are unable to place calls using the Iridium GO! and keep receiving the error message, "The number you have reached is not in service, please check the number and try your call again" on your Android device.

Solution 1: Calling a North American number

Deploy the antenna to power on the Iridium GO!
The Iridium GO! will display bars of signal strength
The Iridium GO! will then display Searching followed by Iridium once the device has registered
Connect to the Iridium GO! Wi-Fi hotspot
Launch the Iridium GO! application
Login using the desired profile (Guest is default)
Select the Call icon
Press and hold the 0 key until the + appears
Dial the country code, area code and phone number

Example: + (country code)(area code/city code)(phone number)
Example: + 1 321 253 6660

Select the green phone icon to initiate the call If you continue to receive "The number you have reached is not in service, please check the number and try your call again", proceed to Solution 2.

Solution 2: Clear Iridium GO! application settings

From your Android home screen, navigate to Settings
Select Applications/Application Manager
Scroll down and select Iridium GO!
Select Clear data
Select Clear cache
Select Force stop
Navigate back to your home screen
Repeat the instructions in Solution 1.

Solution 3: Disable Captain/Crew calling

Unable to place a call using Two-Stage Dialing

Follow the steps below if you are unable to place a call to an Iridium subscriber or receive a call on your Iridium device using Two-Stage Dialing.

In order to place a call to an Iridium subscriber or receive a call on your Iridium device using Two-Stage Dialing, the subscriber must place an outbound call and successfully establish the call for the very first time. Once this has been done, the Iridium subscriber line will be registered for Two-Stage Dialing and calls will be routed correctly.

NOTE: Due to the Iridium service outage that occurred on October 20, 2016, all Two-Stage Dialing subscriber registrations were cancelled. To re-instate the Two-Stage Dialing registration an outbound call must be established.

A call can be placed free of charge by dialing Iridium's automated test number at +1-480-752-5105.

Unable to be heard during a call using an iOS device on Iridium GO!

Follow the steps below if the other party you are trying to speak to is unable to hear you during a call using an iOS device on Iridium GO!

Note: This issue may occur with model iPhone 4 and below using iOS 7.1.2.

Solution: Disable Mute Restriction

Note: if it is set to “Off”, this is the reason that outbound audio is not working properly.

Reset Iridium GO! Mail and Web Password

The below instructions can be used to reset your Iridium GO! Mail and Web password (the @myiridium.net email address):

Go to https://www.iridium.com/mailandweb/password-retrieval/
Enter your Iridium GO! Mail and Web email address.
Click on "Submit"
A password reset link will be sent to the backup email address that you specified when creating your Iridium GO! Mail and Web account.

Removing the SIM PIN from the Iridium GO!

Follow the steps below for assistance on how to disable the Iridium GO! SIM PIN:

For Android:

Join the Iridium GO! Wi-Fi network with your phone or tablet.
Open the Iridium GO! app.
When prompted to login use the username: guest and the password: guest
Tap on the "Submit" button.
You will be challenged for a PIN, enter 1111.
Tap the "OK" button.
Tap on "Settings."
Scroll down to and tap on "Security."
Tap on "Disable SIM lock."
Tap on "Existing SIM PIN."
Enter 1111.
Tap on the "OK" button.
Tap on the back button on your Android device.
A dialogue box with the statement "Do you want to save?" will appear, tap on the "Save" button.

For Apple iOS:

Join the Iridium GO! Wi-Fi network with your phone or tablet.
Open the Iridium GO! app.
When prompted to login use the username: guest and the password: guest
you will be challenged for a PIN, enter 1111.
Tap on the "OK" button.
Tap on the "Submit" button.
Tap on "Settings."
Tap on "Security."
Tap on "SIM Lock Status."
Tap on "Disable SIM Lock."
Tap on "Enter Number" to the right of "Existing SIM PIN."
Enter 1111.
Tap anywhere on the screen (away from the on-screen keyboard).
Tap on the "Save" button.

Iridium GO! not transmitting Wi-Fi signal

Follow the steps below if your Iridium GO! device is not transmitting Wi-Fi signal and you are unable to find the Iridium GO! Wi-Fi network using your mobile device.

Solution: Perform a hard reset

Power on the Iridium GO! by lifting the antenna into the on position.
Remove bottom cover and the battery from the Iridium GO!
Pull back the external antenna gromet exposing the external antenna port and factory reset button
Press and hold the factory reset button located in the external antenna compartment using a pin or paper clip
While holding factory reset button, insert the battery and continue to hold the factory reset button for 30 seconds
Release the factory reset button after 30 seconds and wait for the Iridium GO! to power on
Once the Iridium GO! has powered on and displays Searching, search for the Iridium GO! Wi-Fi network using your mobile device
The Iridium GO! Wi-Fi network will dispaly IRIDIUM-XXXXX (where XXXXX is a unique 5 digit number)
You can now connect to the Iridium GO! Wi-Fi network and begin using your device

Configuring SOS on Iridium GO!

Follow the steps below on how to configure the SOS button for the Iridium GO!. You have the option to use GEOS as the SOS monitoring and dispatch facility or you can use your own contacts to notify in the event an SOS is declared.

Note: The Iridium GO! application is required to configure the SOS feature.

Solution 1: Registering for and using GEOS

Visit https://www.geosalliance.net/geosalert/monitor_iridium.aspx
Select Iridium GO! from the drop-down menu.
Accept GEOS monitoring terms and conditions.
You will be required to enter the following information:

GO! Phone number
GO! SIM card number
GO! Phone IMEI
First and last name
Address
Country and citizenship
Primary and secondary emergency contacts
Additional medical info

Once you have completed registration, navigate to the SOS settings in the Iridium GO! app.
Select "GEOS Service" followed by “Use”, enter the 5-digit authorization code provided by GEOS and select submit.
If successful, the SOS settings will appear and the SOS action is set to Call and Message, for the GEOS service.
You also have the option to add additional emergency contacts under Message Recipients
Once completed, store SOS settings on the Iridium GO! device:

For iOS, select “Save”.
For Android, navigate “Back”, then “Save”.

Solution 2: Decling GEOS and using your own emergency contacts

Navigate to the SOS settings in the Iridium GO! app.
Select "GEOS Service" followed by “Do not use” to decline GEOS service.
Select SOS Action. The call action enables an automatic phone call to your designated call recipient when SOS is initiated from the Iridium GO!. The Message action enables automatic Emergency SMS alerts scheduled at five-minute intervals until cancelled.
Under Call Recipient, enter the number for your call recipient. It is important that the number is entered in the correct international format with the international access code (+ or 00), country code, and phone number for proper routing. (I.e. +13215861234)
Under Message Recipient, enter the message recipient(s). Recipients can either be entered as an email address or a mobile phone number in the correct international format for SMS purposes.
Once completed, store your SOS settings on the Iridium GO! device: