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How to contact SOCIFI Support Team?

Send us an email to support@socifi.com or visit SOCIFI Help Center to report an issue. You can expect an initial response update within 12-24 hours (Monday-Friday).

Please note that SOCIFI Support is provided in English only. Tip: To help us answer your questions as quickly as possible, please include any required information (below) when you contact us.

General information required to troubleshoot for all reported issues

 Must-HaveHelpful
Your Login ID (email). Do NOT share your password. SOCIFI never asks for your Dashboard password.(tick) 

The brand name you're experiencing the issue with.

(tick) 

-Problem description

-Steps taken so far to troubleshoot

-If reproducible, please provide step by step instructions how to reproduce the reported issue

-Date, time, and timezone when issue occurred

(tick) 

 

Hotspot / Access Point related issues

 Must-HaveHelpful

MAC Address of affected Hotspot. You can find MAC Address of your Wi-Fi equipment in the Dashboard under Hotspot tab.

(tick) 

MAC Address of the device you're testing your Wi-Fi with.

(tick) 
Operating system & version of your device you're testing your Wi-Fi with.(tick) 
Time you experienced the issue.(tick) 
Your Public IP of your WAN. Visit http://whatismyipaddress.com/ from your mobile device connected to your Wi-Fi to get this IP address.(tick) 
Version of used browser of your device you're testing your Wi-Fi with. (thumbs up)

A Screenshot or video (ScreenRecord) to help speed up the investigation process

 (thumbs up)

Export of configuration file where applicable (e.g. Mikrotik)

 (thumbs up)

 

How to troubleshoot Wi-Fi connectivity issues

If you are having issues with your Wi-Fi, please follow the steps below:

 

  1. Turn your Wi-Fi equipment off and on again.
  2. Check if you have followed our documentation and configuration guide. 90% of issues are caused by incorrect configuration.
  3. Check if your Walled Garden is up-to-date. If you use White-Label, don't forget to add your own domain.
  4. Check if you use supported firmware.

If the above steps do not resolve the issue, please contact SOCIFI support team for more help. 

 

When planning any major changes or deployments, please inform us in advance in order to get the premium service you are looking for. With a minimum of 72-hour notice, we can accommodate most requests.