FREQUENTLY ASKED QUESTIONS
Where is the public Internet service provided?
This service is provided in any navigation room (belonging to ETECSA, Computing Joven Club, post offices, hotels) and Wi-Fi areas using temporary and permanent Nauta access accounts.
How much does it cost to activate the service?
There is no activation fee, you only have to pay a minimum initial balance for 1 hour connection depending on the type of account:
- International browsing 12.50 CUP/hour
- National browsing 2.50 CUP/hour
Is there any age limitation to request the service?
The service can be contracted by any person over 18 years old, although this is not an access limitation to Internet browsing for underage persons. Children under 12 years old may browse accompanied by an adult. The service usage responsibility falls on the account holder who contracts the service.
Where can I request the service?
The permanent account can be requested at any ETECSA’s commercial office, and the temporary account can also be purchased at hotels, airports, tourist centers and other points of sale.
What are the advantages of a permanent account?
- It is a one-time purchase and makes it easy for the customer to memorize the username and password.
- It can be topped up to increase its balance.
- It has an associated international email account @nauta.cu capable to be used from mobile devices.
- These accounts can be topped up through the User Portal with rechargeable vouchers ranging from 50.00, 125.00, 250.00 to 500.00 CUP, via the Transfermóvil App, with a minimum balance of 25.00 CUP, directly at any ETECSA’s commercial office (as of 2.50 CUP) and fromabroad through the Internet.
When is the permanent account activated?
The permanent account is simultaneously enabled when the request is made.
What is the difference between the data (USERNAME and PASSWORD) for the permanent access account and those to the email account?
The access account typed in the authentication window allows accessing to both Webmail and Web browsing services; while the email account data are exclusively used to set up the email account on the cell phone or to access Webmail to check the mailbox.
Can I change the USERNAME of my permanent account?
The USERNAME for the permanent access account can never be changed, for that purpose, you will have to open a new account; that is why it is very important that when requesting the service you specify to the salesperson which USERNAME you wish to have.
Is it mandatory to change the initial access account password provided by ETECSA when requesting the service?
t is not mandatory to change the password of your account at the first connection, but for security reasons ETECSA suggests costumers to do it and, in addition, to change it periodically.
Where can I quickly obtain information about my permanent access account?
From the authentication window you can quickly access the USER INFORMATION option without using up connection time and with no need to enter the USER PORTAL, to know your balance, account status and record of the connections made.
What are the ways to top up the permanent accounts?
Top-ups for these accounts can be made through online Services, Transfermóvil, Enzona, in the User Portal with top-up coupons, directly at ETECSA's commercial unit or from abroad through the Internet at the following sites: www.DTOne.com/reloadcuba/reloadcuba, www.ding.com/es/paises, /caribe/cuba, www.recargasacuba.com, www.csqworld.com.
What is the minimum top-up amount?
Minimum amount for vouchers: 50.00 CUP / Transfermóvil App: 25.00 CUP. And directly at any ETECSA’s commercial office: 2.50 CUP. In respect of Internet, it depends on the conditions established by the dealer.
What are the steps to follow to top up the access account from the USER PORTAL?
Steps to follow to top up the account from the USER PORTAL:
- Purchase a top-up voucher.
- Scratch off the TOP-UP CODE cover.
- Access the USER PORTAL from the authentication window or from www.portal.nauta.cu
- On the USER PORTAL you have to enter the account data: USERNAME (user@domain) and PASSWORD.
- Select the option TOP UP ACCOUNT.
- Enter the TOP-UP CODE.
- Once the top-up is completed, you have to log out and log in again to use the service (this action is vital for the account to be credited with the top-up amount)
Can I transfer balance from my account to another one?
Yes, a balance transfer can be made from the USER PORTAL to another account, but it is not considered a top-up operation and therefore it does not extend the life cycle of the account receiving the transfer. In order for the transfer to be executed, neither of the 2 users involved in the transaction (sender and receiver) can be connected to the browsing service at that moment.
Can I make a transfer to another account if I am browsing?
No, the transfer is only effective if you enter the USER PORTAL from the authentication window; you will never be able to transfer balance if you enter the user portal from the browsing.
How valid are permanent accounts?
During the COVID19 confrontation period, permanent nauta accounts do not expire. Under normal conditions, they have a life cycle of 360 days for each recharge made, 330 days active and 30 days not active, valid only for recharging.
If I purchase a Nauta card in an ETECSA’s office, can I use it in navigation rooms belonging to other entities in the country?
Yes, it can be used in hotels, airports, tourist centers and other points of sale having no restriction to access the service.
Where can I quickly check out my account status?
From the authentication window you can quickly access the USER INFORMATION option. In addition, you can check out your account without time consumption on the USER PORTAL.
What operations can I perform in the USER PORTAL?
From the USER PORTAL a session is started to access the website https://www.portal.nauta.cu, where users can manage their access accounts and perform a series of operations depending on the type of account requested by the customer.
In temporary accounts: Users know the general information and connections details. To view the last session immediately after closing it, you have to wait a 10-minute term for the system to be updated.
If I review the USER INFORMATION option, do I use up connection time?
You can access the USER INFORMATION option to check out your account balance and other information of interest without connection time consumption.
Do I use up connection time when checking out options on the authentication window?
From the authentication window you can access the HELP, USAGE CONDITIONS, USER INFORMATION and USER PORTAL options, without connection time consumption.
Do I have to enter my username and password to access the options on the authentication window?
Only to consult the USER INFORMATION.
Where should I go in case of any non-conformity or complaint related to the service?
If you have any disagreement or complaint, you should contact the staff responsible at the navigation room you are in, by calling 118 (Commercial information and complaints and claims support service), or by email at atencion.usuarios@etecsa.cu
How can I manage my nauta account?
By accessing nauta User Portal. On this portal, you could:
- Get to know general information on the accessaccount
- Top up your account
- Transfer balance into another account and to pay the nautaHogar account.
- Create email accounts
- Change passwords
- Get to know details of the operations made (Connections, top-ups, transfers, nauta Hogar service payments).
- Transform an account (this option is only enabled for national Navigation service users with international email account)
Is the access to the User Portal free?
Yes, but only if you access from a public Wi-Fi area or nauta Hogar service through the authentication window, without authenticating previously.
If you access through mobile data, access to this portal will not be billed and will also be free of charge.
How can I access User Portal for free?
- From a mobile phone through the nauta APP, activating mobile data or through Wi-Fi network.
- Directly from the service authentication window, in a public Wi-Fi area or from nauta Hogar service
What options are displayed on the User Portal?
On the portal, you can view:
- My account: It provides general information on the access account: balance and account expiry date, available time and balance, associated email.
- Top up account: It allows topping up the access account by using the code printed on vouchers or other supports.
- Transfer balance: It enables the balance transfer:
Into another nauta account: For this purpose, destination account user name is required.
For the nautaHogar fee: It is only displayed for nauta Hogar service customers. It allows using the balance of the nauta account associated with this service to prepay its monthly fee.
- Change passwords: It allows changing the access account and @nauta.cu email account passwords.
- Create an email account: This option is exclusively displayed in case the customer has not created the email account under this domain yet.
- Operation Details: It shows statistics of the service use in the last three months, broken down into:
Top-ups: It shows the top-up date, time and amount, as well as the way through which it was made.
Transfers: It shows the transfer date, time, amount and destination account.
Fee record: It is displayed for nauta Hogar service customers. It shows details of the amounts used to pay the nauta Hogar service monthly fee and, bonus due to service interruption and adjustments, if any.
When trying to access the User Portal continuously, a security warning is displayed, should I continue?
Yes, you should continue until the Welcome page is displayed. This portal runs with a safe communication and hence a security warning is displayed. In addition, we suggest to disable the option related to “Display warning about a site security” on the device browser setting.
© 2025
Developed by DESOFT
Designed by ETECSA