WELCOME support

1. Contact support

Email help@elcome.com or message us on WhatsApp at +971 4 8121 301. Elcome International Holdings Ltd, The Core, Valley Road, Msida MSD 9021, Malta, provides WELCOME Maritime support. Elcome handles WELCOME billing, plans, installation, performance, data usage, and technical support. Starlink does not support WELCOME users directly.

Network health is monitored around the clock. Support requests are triaged by impact, with site-wide outages and failed paid activations prioritised.

2. What to send

A complete first message helps us solve the issue faster:

• vessel or WELCOME site name;
• date and time of the problem in UTC;
• the email used for the account, if any;
• order or receipt reference, plan name, or only the last four characters of an access code;
• device type and the exact message shown; and
• whether the problem affects one device or everyone nearby.

3. If you cannot connect

1. Confirm you joined the Wi-Fi network named by the vessel or site.
2. Turn Wi-Fi off and on, then reconnect. Disable a VPN or private relay briefly if it prevents the sign-in page from opening.
3. Open a new browser page. The WELCOME portal should appear. If it does not, forget the network and join again.
4. Check the dashboard for plan expiry, remaining data, a paused plan, or another device already using a single-device plan.
5. If several people are affected, send the site and UTC time to support rather than repeatedly buying another plan.

Do not factory-reset vessel equipment or move, cover, disconnect, or modify a Starlink terminal or WELCOME gateway.

4. Payment, plan, or access-code help

For a charged order that did not activate, send the receipt or order reference and the time of payment. Do not send full payment credentials. We will verify the payment status before asking you to try again.

For an access code, send only its last four characters until support provides a secure method. Tell us whether the portal says invalid, expired, already redeemed, or active on another device.

For a refund or recurring-plan cancellation, identify the order and explain what happened. We assess the checkout terms and any mandatory consumer remedy. The Terms of service explain withdrawal and refund rights.

5. Slow or intermittent service

Satellite and shared Wi-Fi performance changes with weather, vessel location and movement, obstructions, Starlink demand, local interference, the number of connected users, the plan, and the device. To investigate a recurring issue, tell us:

• the site, UTC time, plan, and device;
• whether the issue affects all apps and users;
• the test result and test server, if you ran one; and
• whether moving close to a WELCOME access point changes the result.

If performance is continuously or regularly materially below the contractual information, we will investigate and provide the remedy required by the contract and applicable law.

6. Accessibility and privacy help

If a disability or access need makes the portal, contract information, authentication, or support difficult to use, contact us by email or WhatsApp. Tell us the format or adjustment that would help. We will provide an accessible alternative where reasonably possible and where law requires it.

For access, deletion, correction, or another data protection request, use help@elcome.com and write “Privacy request” in the subject. Read the Privacy policy for the available rights and complaint route.

7. Complaints and escalation

Write “Complaint” in the subject and state the outcome you want. Keep the support reference and copies of messages. We will review the service, account, and payment records relevant to the issue.

If an internet-service complaint remains unresolved, a consumer may contact the Malta Communications Authority where it has jurisdiction. The MCCAA ADR service can explain whether an out-of-court process is available; participation depends on the applicable rules and the parties' agreement. A privacy complaint may be made to Malta's Information and Data Protection Commissioner.

8. Emergencies

For an emergency at sea, follow the vessel's procedures and use its approved emergency communications. WELCOME may be unavailable, may not connect an emergency call, and may not provide your location to responders.