How to contact SOCIFI Support Team?
We're here to help. You can get in touch with SOCIFI experts at anytime by clicking on the "Need Help" button in your SOCIFI Dashboard or send us an email to support(o)socifi.com. After you submit a case, we'll process and investigate it according to priority level and time of submission. You can expect an initial response update within 24 hours. Business support hours are from 8:00 am to 5:00 pm CET (Monday to Friday)
Tip: To help us answer your questions as quickly as possible, please include any required information when you contact us.
Please provide the following information:
General information required to troubleshoot for all reported issues | Must-Have | Helpful |
|---|---|---|
| Your Login ID (email). Do NOT share your password. SOCIFI never asks for your Dashboard password. |  | |
The brand name you're experiencing the issue with. | | |
-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 | | |
Hotspot / Access Point related issues | Must-Have | Helpful |
MAC Address of affected Hotspot. You can find MAC Address of your Wi-Fi equipment in the Dashboard under Hotspot tab. | | |
MAC Address of the device you're testing your Wi-Fi with. | | |
| Operating system & version of your device you're testing your Wi-Fi with. | | |
| Version of used browser of your device you're testing your Wi-Fi with. |  | |
Your Public IP of your WAN. Visit http://whatismyipaddress.com/ from your mobile device connected to your Wi-Fi to get this IP address. | ||
Time you experienced the issue. | | |
A Screenshot or video (ScreenRecord) to help speed up the investigation process | | |
Export of configuration file where applicable (e.g. Mikrotik) | | |
How to troubleshoot Wi-Fi connectivity issues
If you are having issues with your Wi-Fi, please follow the steps below:
- Turn your Wi-Fi equipment off and on again. We really mean it, it's not a joke from IT Crowds.
- Check you have followed our documentation and configuration guide. 90% of issues are caused by incorrect configuration.
- Check if your Walled Garden is up-to-date. If you use White-Label, don't forget to add your own domain.
- Check you use supported firmware.
If the above steps do not resolve the issue, please contact SOCIFI support team for more help.
SOCIFI Pricing
When planning any major changes or deployments, please inform us in advance to get the premium service you are looking for. With a minimum of 72-hour notice, we can accommodate most requests.