Support

Is there a Frequently Asked Questions area? Yes, click here.

I need more information on my satellite phone. You can download the User Manual for your phone or terminal by using the search feature on this website to find the Product Page of your satellite phone model. The User Manual is located under the Documents Tab on that Product Page.

I need a SIM card. Outfitter Satellite will send an Iridium or Inmarsat SIM Card to you FREE via USPS delivery to any US domestic address. You can activate it when you are ready. Other types of mobile satellite SIM Cards are also available. Overnight delivery is available for an additional charge. For more information on airtime plans or to order a SIM Card, click here or call us at 615-889-8833.

I need to reload my prepaid account. To purchase a reload voucher for an existing prepaid account, click here.  Important: if you urgently need your reload processed prior to resumption of our normal business hours, follow the emergency after hours reload instructions found in the reloads order form.

I need my satellite phone repaired. If your phone is under warranty, the return ground shipment is FREE to any continental US address. Please complete our online RMA Form by clicking here or call customer service at 615-889-8833. IMPORTANT: Do not ship any product to us before we contact you. In some cases your problem may be resolved by technical support. Return ground shipment is FREE to any continental US address for warranty repairs.

I need spare parts or accessories. Outfitter Satellite stocks batteries for many satellite phone models with next business day delivery within the continental US. To shop online for other types of accessories click one of the following: Iridium accessories, Inmarsat IsatPhone accessories or Thuraya accessories. Call customer service at 615-889-8833 if you cannot find the part you need in our online store.

I need to send a Text or SMS (Short Message Service). We have instructions on how to send SMS messages. You can use email-to-text conversion to send a text message from your satellite phone to any email address. You can also use email-to-text from your terrestrial email to send a text message to your satellite phone. Each satellite network also has its own SMS web portal so that anyone with a web browser can send a text to your satellite phone. To learn how to use SMS messaging, just click the link for your satellite network: Iridium, Inmarsat, Thuraya or Globalstar.

I need Technical Support or I want to open a Trouble Ticket. To log into your account and open a trouble ticket, click here.  If you do not have an account, please create one. From inside your account, click on "Add a Request" and you should receive a response from our support staff during regular business hours. For urgent technical support during non-business hours, call 615-889-8833 and press 7 to page a technical support representative. Urgent support requests will normally be returned within 1-2 hours. If your request can be answered during our normal business hours, leave a message for our customer service team by clicking here.

Miscellaneous Online Forms:

• Update Your Account and Payment Information Form: Use this form to update your Account details and payment information. Please click the link and complete ONLINE. This form will request the last four digits of your credit card information for verification purposes only. You must submit the form at the link above AND call Outfitter Satellite to give us your credit card via phone. Your credit card information is tokenized by our payment processor and your full credit card information is never retained by Outfitter Satellite.

• Equipment Trade-In Form: This link takes you to the equipment trade-in online form and agreement. Do not use this form unless an Outfitter Satellite customer service person has asked you to do so. If you have an older satellite phone model that you would like to trade-in towards a newer model, call us at 615-889-8833. After you complete this form, you will send your equipment back to us (in the original packaging if available) with all the accessories that originally came with (if available). Outfitter Satellite will inspect the product. If there are missing or damaged components, Outfitter Satellite reserves the right to deduct the retail value of those parts from the trade-in value. Outfitter Satellite also reserves the right to reject the trade-in and return the equipment to you.

• Equipment Repair Request RMA Form: This link will take you to an online RMA form for you to complete. After you fill out the form successfully, you will be routed to a "success page" that lists your RMA / Reference Number. You will also receive an email with instructions on how to ship your equipment to us. Please print a copy of your RMA Request and include it with the equipment that you return to us for repair. This RMA Form is for repair of equipment only. Merchandise return authorizations for credit require a call to our Customer Service department. There is no fee for warranty repairs that can be returned to you via ground shipment to a U.S. mainland address (shipping charges will apply for non U.S. mainland return addresses). For non-warranty repairs, there is an $89 per hour labor charge (one hour minimum) plus shipping and parts charges.
  
  
• Add Authorized Users to Your Account Form: This form allows the customer of record to add more Authorized Users to his/her account. Outfitter Satellite can provide general operating instructions for satellite equipment as found in our FAQ section, but more detailed assistance including changing your rate plan, reconfiguring certain service options, or any type of assistance that requires knowledge of call detail records will only be provided to Authorized Users designated by the customer of record on the account.