FAQs

Learn more about the G-RO and its features.

– G-RO Carry-On

    – TSA Lock (IMPORTANT: please read this section before changing your lock combination)

    – G-RO Power

    – G-RO Tracker

    G-RO Wheels

     

    G-RO Carry-On

    Will G-RO fit the carry on requirements of all airlines?

    • G-RO will fit in standard overhead compartments with dimensions 22in./55cm. (Length), 14in./36cm. (Width), 9in./23cm. (Height). Most airlines have overhead compartments that accommodate these dimensions.

      We recommend checking weight limits before flying with your G-RO, as some airlines have weight restrictions for carry-on luggage.

    My G-RO is damaged. What next?

    Why does my bag keep tipping over?

    • Because of G-RO’s unique design, the bag does tend to tip backwards when it is empty. Unlike most bags, however, G-RO does not tip over when packed, in fact it becomes incredibly stable. So, we recommend storing your G-RO on its side when you’re not using it to avoid the wheels slipping. Luckily, your G-RO is built to be extra durable and can handle a few spills now and then.

    How do I use the accessory strap?

    • Locate the small loop at the top of your G-RO. Insert one end of the adjustable strap into the loop. Insert the second end through the handle of the bag you wish to connect to your G-RO. Finally, insert the second hook through one of the several loops on the strap.

    How do I use the top USB charging station?

    • You can activate the charging station in your G-RO by connecting the G-RO Power to the internal USB chords in the exterior work pocket. When you open the pocket, you should see two USB cables near an interior pouch with protective strap and a small energy symbol.

      Please Note: Once you plug in the internal USB cables to the power device, the device will turn on. If left plugged in, the battery life of your G-RO Power may be affected.

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      TSA Lock

      How do I set the combination?

      ** Please watch this video before attempting to set your lock combination so that you avoid locking yourself out of your G-RO.

      • When you receive your bag your zippers should open freely by sliding the open button to the left and right. 
      • Once your zippers have been released, set all the numerical dials to 0-0-0.
      • Using a pen, press the reset button (small black button on the side of the TSA lock) until you hear it click (Find your buttons here).
      • Set your new 3 digit combination 
      • Once your combination is set, slide the main open button gently towards the TSA symbol in the center of your lock BEFORE replacing your zippers. You should see the reset button pop back out and hear it click.
      • Your combination is now set. 
      • Attach both sets of zippers and then adjust the dials to any combination besides your 3-digit combination.
      • Your lock is now locked

      How do I open my lock?

      • If your combination is set (see above instructions), adjust your dials to match your 3 digit combo. 
      • Gently push the sliding lock once to the left and once to the right to release both sets of zippers.

      What should I do if I change my combination and it does not work?

      • Please try again, and watch the video above while carefully following the instructions.

      What should I do if my combination still does not work after several attempts?

      • Start at 001 on the combination and slide the open button, if the lock does not open, move the dial to 002 and slide the open button - continue through this exercise until your bag opens. It should take you 25 minutes to crack the code until you find the missing combination setting.
      • If you can't crack the combination, you can bring your G-RO to any TSA help desk at any USA airport and TSA can unlock your bag.
      • Please contact us or call 1 (844) GRO-3606 if you still have problems with your lock.

       

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      G-RO Power & Tracker

      G-RO Power and Tracker Setup

      How do I use the top USB built-in charging station?

      • You can activate the charging station in your G-RO by connecting the G-RO Power to the internal USB chords in the exterior work pocket. When you open the pocket, you should see two USB cables near an interior pouch with protective strap and a small energy symbol.
      • Download the G-RO Power Manual (right click to save PDF)

      How do I access the USB charging ports?

      • This feature is a little different on the newest G-RO because of reliability issues experienced with the previous configuration. You access the USB ports by opening the rubber door located on top of the bag, at the base of the tablet stand. Make sure to open it gently, to avoid damaging it in any way. You can store your USB cables in the interior pouch, or in the pocket in the center of the telescopic handle.
      G-RO USB Ports

        I need an additional USB power adapter to charge my laptop. Where can I find one?

        • You can purchase an additional USB power adapter in our online shop. We have USB adapters for most laptops, including MAC, Microsoft, Lenovo and more. 

        The USB cables are too small. How do I make them longer?

        • The USB cables are held in place by red velcro straps. Undo the red velcro straps and the USB cables can reach most areas of the exterior work pocket.

        Please Note: Once you plug in the internal USB cables to the power device, the device will turn on. If left plugged in, the battery life of your G-RO Power may be affected.

          G-RO Power Module

          Can I use my own power bank in the charging station?

          • Yes, if you did not order the G-RO Power, you can use your own power bank by connecting it to the internal USB cables.

          How do I activate my tracker?

          Do I need a subscription for my G-RO Tracker?

          • All G-RO Trackers come with one month subscription included with your purchase. With a subscription, your Tracker uses GSM-GPRS technology to track your bag wherever it may wander. Once your month-long subscription is up, you can visit G-RO.com to renew. We highly recommend renewing a few days prior to your next trip to make sure everything is working smoothly. Subscription packages are available for 1, 6 and 12 months
          • Your Tracker will also work with Bluetooth as a proximity device without any subscription. Your device will let you know where your bag is in relation to you (3ft, 10 ft, 50 ft, out of range).

            How does the Tracker determine the location of my luggage?

            • Your G-RO Tracker uses GSM (Global System for Mobile Communications) technology to determine the approximate position of your luggage within 10 meters / 33 feet of your physical location. Thus, you will be able to verify that your luggage is in the same airport, train station, or general vicinity. The tracker will not provide the exact location of your G-RO, but will confirm where it is in proximity to you. Your tracker may not work when you board an airplane, as the signal between your mobile device and tracker may be interrupted when you your luggage is placed in the cargo compartment.

            Does this work internationally?

            • Yes, it works everywhere in the world where there is GSM. Unfortunately, at this time, that excludes Japan and Korea. 

            Where should I store my tracker when it is not being used?

            • Your device is similar to any of your other electronic devices such as your cell phone, cameras and tablets. Please be sure to store your tracker in a cool, dry place.

            Can the tracker affect electronic medical devices?

            • No. emissions are similar to those of a cell phone, and they do not affect any electronic health device.

            Are there operating restrictions for the device?

            • The same restrictions as a mobile phone would have. If the mobile phone signal from the surrounding towers doesn’t reach the device then it can’t communicate its location. It’s much more reliable than GPS in this sense, as GPS will not work unless it’s an open area while GSM will penetrate most areas (except thick basements or similar)

            Can I use my G-RO Tracker without my G-RO bag?

            • Yes, your G-RO Tracking device will track whatever item of luggage you place it in. We suggest using it to keep track of your purse or other personal belongings throughout your travels. All you need to activate and keep track of your device is your G-RO app and a mobile phone.

            I activated my Tracker on the G-RO App, but it’s not in the list of my products.

            • Please close your app and relaunch. If your product is still not listed, send us a message or call us at 1 (844) GRO-3606.

                 

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                G-RO Wheels

                Why are my wheels so stiff?

                • Our wheels are made to endure the toughest, most uneven, all-weather terrains. The proprietary shock absorption system and polymer reinforcements require that the wheels be used a few times in order to loosen up and become more flexible.

                • When you first receive your G-RO, we recommend completely unpacking the shipping materials, and placing a few pair of shoes in the empty G-RO. Next, wheel your G-RO around your house for a while to help break it in. Doing this and taking a few real world trips will break in your wheels and remove the stiffness.

                 

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