Technical

How do I find out my Device MAC address?

Sticker. The sticker can be found at the bottom part of your router. You can find the Mac Address listed on the sticker. Other important information such as the Serial Number and the Model number is…

Updated 2 years ago

How do you setup a client with multiple venues within the location, such as a Hotel?

Let’s use a Hotel as an example. Hotels have boardrooms, pools, theaters, restaurants etc. We suggest putting a device in each venue of the location and having it run as a single location, managed un…

Updated 2 years ago

Does every location require an Access Point?

Updated 2 years ago

Where can I download firmware for my router?

If you are adding a device that was purchased locally and not one of the pre-configured devices you would receive from us then the below information would apply. When you add a device to the MyWiFi p…

Updated 2 years ago

What is the user limit of the SH100?

Updated 2 years ago

Session Times Overview & Use Cases

Updated 2 years ago

Why are the ports on the back of the pre-programmed Hotspot disabled?

The custom MyWiFi firmware disables the reset button found on your router. To perform a reset simply power cycle your router by unplugging the power for 20 seconds and then plugging it back in, wait…

Updated 2 years ago

When multiple routers are used, how does a customer connect to the network?

Updated 2 years ago

My router is showing "offline" or "Never Connected"

If your device is showing offline or never connected please follow the Device Troubleshooting Steps. If you have already followed these steps then please chat with us on our support page.

Updated 2 years ago

Why choose free Wi-Fi over data?

Updated 2 years ago

Where can I find a list of supported devices?

Please visit our list of supported hardware to see the most current list. We are continuing to add device support to the MyWiFi platform.

Kevin Zicherman
Updated 2 years ago by Kevin Zicherman

What is a mesh network and how does it work?

Updated 2 years ago

How do I reset my router?

The custom MyWiFi firmware disables the reset button found on your router. To perform a reset simply power cycle your router by unplugging the power for 20 seconds and then plugging it back in, wait…

Updated 2 years ago

When deploying multiple routers at the same location, do they have to be the same model?

No! You can use multiple device models and they are all managed under the campaign that you assigned to the location.

Updated 2 years ago

Can you use a router as a switch?

YES! A router can be used as a switch but you will be unable to use our pre-flashed devices as a switch because the device has been pre-programmed to operated as a MyWiFi Hotspot.

Updated 2 years ago

Why do my AdSense Ads show as code in my Campaign?

Make sure to check your AdSense code. AdSense ads cannot be placed on the login page of your Campaign. Only the interstitial and post login pages.

Thomas
Updated 10 months ago by Thomas

Why am I receiving a 400 error when trying to login with Instagram?

If you receive a 400 error when trying to log into Instagram you will need to correct your OAuth Redirect. For Instagram you need to use the following format for the OAuth Redirect: https://yourcusto…

Thomas
Updated 10 months ago by Thomas

Why is Open Mesh/Cloudtrax not reporting Presence Analytics?

You need to make sure you have configure Presence Analytics in Cloudtrax. Please refer to our support article: Open Mesh CloudTrax Presence Analytics Integration

Thomas
Updated 10 months ago by Thomas

Why is my Gmail app is not working in my Automation?

If you are using Gmail in your Automation and only see errors in the history it is because you have not authorized our platform in the Gmail account. To allow authorization you will need to enable le…

Thomas
Updated 10 months ago by Thomas

Why am I receiving demo page when visiting my Custom Social Portal?

Your Custom Social Portal is setup to brand your campaign links.Visiting the Social Portal link directly will only show the demo page. Apps on the demo page will also not work because those apps are…

Charles Rosel
Updated 10 months ago by Charles Rosel

Where is the Website Template?

You can find the Corporate Website Template under Members Area -> Marketing Materials & Tools -> Marketing Materials -> All Marketing Materials Download -> Website Template You will also notice on th…

Charles Rosel
Updated 10 months ago by Charles Rosel

Why am I seeing so many Automation errors?

Automations are triggered on every login. If you are seeing errors it is likely due to different login methods. For instance, If you have an Automation setup to send an email but you also have SMS lo…

Thomas
Updated 10 months ago by Thomas

Why can’t I upload an image to my Campaign?

Make sure that your image is smaller than 5 mb and that you do not have a double extension, example: picture.jpg.jpg

Thomas
Updated 10 months ago by Thomas

How do I set up up CNAMEs for my Custom Domains?

To map your custom domain to your WiFi dashboard, please follow the instructions found below: Custom URL for Dashboard Custom URL for Guest Portal It then takes 2-4 hours to fully propagate. After fu…

Charles Rosel
Updated 10 months ago by Charles Rosel

Why am I not seeing the Splash page after Adding Cloudtrax by API?

In some cases you may need to choose "Hosted Remotely" in the SSID configuration in Cloudtrax to enable the imported configuration data. Using the API will populate all the necessary configuration ex…

Thomas
Updated 10 months ago by Thomas

Why am I receiving an 18005 error when flashing my TP-Link device?

The 18005 error indicates that TP-Link has locked the device Firmware and it cannot be flashed with a different Firmware.

Thomas
Updated 10 months ago by Thomas

Why am I receiving the generic Demo Campaign when I login?

Check the Settings tab in your location and make sure that you do not have the default campaign setup under scheduled campaigns. If you are using a cloud controller make sure that your custom domain…

Charles Rosel
Updated 10 months ago by Charles Rosel

Which login apps capture names and email addresses?

Email, Facebook and LinkedIn will capture guest names and emails.

Thomas
Updated 10 months ago by Thomas

Why Don’t I see my Campaign’s SSID?

If you are using a device with our custom Firmware, make sure the device is online and you have customized the SSID in the Branding section of your campaign. When using a Cloud Controller the SSID is…

Thomas
Updated 10 months ago by Thomas

Why am I receiving an error when trying to add a UniFi device?

When adding a UniFi controller it is important to make sure it is cloud hosted (not just accessible through ubnt URL) and that it is not just a local LAN installation. To add the device make sure the…

Thomas
Updated 10 months ago by Thomas

Do you offer Corporate Website Customization?

The WordPress template for the corporate site is offered as an add on to the platform and we do not offer personalized customization for the corporate site. The site works as intended once installed…

Charles Rosel
Updated 10 months ago by Charles Rosel

Why am I getting an error when trying to create a campaign/location from Facebook?

The page may contain content that is labeled as adult (alcohol, etc.), the page is setup with a geo-restriction (set to local area), it is not an official business page (fan page) or it contains a st…

Thomas
Updated 10 months ago by Thomas

Why am I receiving a URL blocked error when I try to login with Facebook?

If you have just enabled your Custom Social Portal you will need a custom app that you have created in the Facebook Developer Console. Your custom Facebook App needs to use your Custom Social Portal…

Thomas
Updated 10 months ago by Thomas

Why is my Mikrotik device not displaying the Splash Page?

Please refer to our Mikrotik Troubleshooting Guide Mikrotik Configuration Troubleshooting

Charles Rosel
Updated 10 months ago by Charles Rosel

Why am I receiving the error "Make sure your CNAME is pointed correctly"?

Before submitting your domains make sure your CNAMEs are pointed correctly. You will find the correct URL values above the respective boxes on the Branding page in bold. These will be the URLs the re…

Charles Rosel
Updated 10 months ago by Charles Rosel

Why are Guests are not seeing the Splash Page when they login?

When a guest logs in, they begin a session. If a guest connects and they do not receive the Splash Page, it is often because they have logged in previously and are still within the session limit. Ses…

Charles Rosel
Updated 10 months ago by Charles Rosel

Why are my Ads not redirecting when clicked on?

Be sure to double check the URL for the Ad in Ads manager. If the Ad is on the Login page Redirect URLs are disabled on the login page of all campaigns. The Login page supports image Ads only.

Thomas
Updated 10 months ago by Thomas

How can I test my social logins?

You can test your social logins using the Campaign preview link next to your campaign in the dashboard. The preview button is the box with an arrow. If your app works in the preview then it will work…

Thomas
Updated 10 months ago by Thomas

Why is my device showing online when it is disconnected?

Cloud controlled devices always show online in your dashboard. Device status information is not passed to our platform. It is recommended that you setup device status notifications on your controller.

Thomas
Updated 10 months ago by Thomas

Why is the SH100 showing slow bandwidth speeds?

This is often a sync/connection issue. Reboot the existing router/modem and leave the SH100 powered on and connected during the reboot. ​You should notice an increase in speed after the reboot.

Charles Rosel
Updated 10 months ago by Charles Rosel

How can I customize my Sales CRM Previews?

On your Branding page you can choose an existing campaign or create a new Default / Template - Campaign, this template campaign will change the layout, social apps, background, etc. of all your new a…

Thomas
Updated 10 months ago by Thomas

Why are my Automations being withheld?

If you have chosen a specific visit for your Automation to be sent, it will be withheld until the guest has reached that specific visit count. Anything before will show as withheld and anything after…

Thomas
Updated 10 months ago by Thomas

How far back does accessible Analytics data go?

Analytics data can be downloaded from the dashboard as far back as 90 days from the current day. It is recommended to download contact data periodically (once a month, once a quarter) and store it se…

Thomas
Updated 10 months ago by Thomas

Why am I not seeing Presence Analytics on the SH100?

Please make sure you have the latest Firmware installed on your SH100. You can always upgrade in the dashboard by clicking the yellow triangle with an exclamation point. If you do not see this you ca…

Thomas
Updated 10 months ago by Thomas

How can I create/edit an email for my Automation?

When you create an Automation in the dashboard, after you have chosen the email icon and the app is set to “Default Platform SMTP Server” fill in the information and click proceed and you will see th…

Thomas
Updated 10 months ago by Thomas

What are session limits?

The system remembers users by device MAC address and browser session. It works on flashed devices as follows: In Session : To reconnect the user will not receive a splash screen but will be automatic…

Charles Rosel
Updated 10 months ago by Charles Rosel

Why is my custom app not available in my Campaign?

To be able to use Custom Apps in your Campaign, you need to have setup your Custom Domains and have your Custom Social Portal enabled on your Branding page. If you have not setup your Custom Domains…

Charles Rosel
Updated 10 months ago by Charles Rosel

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