1. Find their transaction in Transactions — confirm it shows Success. 2. Go to their user profile in Users and check their plan is active and not expired. 3. Click Send Credentials to resend their username/password by SMS. 4. Ask them to go back to the WiFi login page and log in with those credentials. 5. If still not working, check that the router is online and the hotspot service is running (router Setup tab).

Check that the MikroTik has internet access and that the WireGuard interface is up. You can check from Winbox: /interface wireguard print. If the tunnel is down, re-run the provision command from the router's Setup tab to re-establish the connection.

Go to the router's detail page → Setup tab → Captive Portal Theme section. Click the theme you want — it will save and push the new HTML pages to the router immediately. Each router can have a different theme.

Yes. Go to the router's Packages tab and select only the plans you want visible there. If no plans are assigned, the router shows all plans. Assigned plans take priority.

Go to Users → Create User. Select their router and plan, enter their phone number, and save. The system creates a hotspot account and can send their credentials via SMS. Alternatively, generate a voucher for the plan and give them the code to redeem themselves.

Push Hotspot Setup reconfigures the entire hotspot on the router — DHCP pool, RADIUS server, hotspot server, and user profiles. Use this if the hotspot stops working or after changing the hotspot interface. Refresh Login Pages only re-downloads the 5 HTML portal files (login, alogin, rlogin, status, logout). Use this after changing the portal theme or company branding.

Go to the router's detail page → System Info tab. Scroll down to the Live Hotspot Users table. It polls the router directly and shows real-time active sessions with usernames, IP addresses, and uptime. Alternatively, use the Active Users page in the sidebar for a system-wide view.

Go to Settings → Branding. Upload your logo (PNG or SVG recommended), set your brand colour using the colour picker, and update your company name and support contacts. Saving automatically pushes the updated branding to online routers; an automatic catch-up handles routers that were offline.

Platform Settlement means you don't need a Paystack account at all. The platform collects payments using its own Paystack credentials and your share is automatically split and transferred to your bank or MoMo wallet via Paystack's subaccount system. My Own Paystack Account is for businesses that already have a Paystack merchant account — you enter your own API keys and payments land directly in your Paystack dashboard without any platform involvement.

Paystack settles on a T+1 business day cycle. Payments collected today are transferred to your registered bank account or mobile money wallet by the next business day. No manual action is needed — it's fully automatic once your settlement account is saved.

Yes. In Settings → Payment Gateways → Paystack → Settlement Account, click the Mobile Money option. Select your network (MTN, Vodafone, or AirtelTigo), enter your registered MoMo number, and click Verify to confirm the wallet name. Save and Paystack will settle directly to your MoMo wallet.

When using Platform Settlement, two deductions are made automatically before you receive your settlement: Paystack's processing fee (1% for mobile money, 1.5% + GHS 0.50 for card payments) and a platform markup applied on top of Paystack's fee. The exact markup is set by the platform administrator. The amount you receive is the customer's payment minus these fees.

The subaccount is created by calling Paystack's API when you save your settlement account. If the green subaccount banner isn't showing, the most likely causes are: (1) the bank dropdown didn't load — check that the platform's Paystack key is correctly configured; (2) the account number or phone number failed Paystack's validation — try the Verify button first and confirm the name matches before saving; (3) a network error during save — try again and check your internet connection.

First confirm the toggle shows as enabled on the router's Setup tab. If it does, the shared-users=1 rule was pushed to the router — but an active session may already be occupying the slot. Ask the first client to disconnect (or wait for their session to time out, which takes up to 2 minutes via keepalive timeout). The second device will then be able to connect. If the problem persists after both disconnect, run Push Hotspot Setup to fully re-apply the profile settings.

Yes — automatically. When the router comes back online, the system calculates the exact downtime and extends every active, time-bound voucher and subscriber's expiry by that amount. No manual action is needed. Clients with unlimited plans (no expiry date) are unaffected. Note: if a voucher had already expired before the router recovered, it is not reactivated — only those still active at the time the router went offline are compensated.

This is almost always a walled garden issue. Unauthenticated clients can only reach domains listed in the walled garden — the billing portal and payment gateway IPs must be there. Go to the router's Setup tab and click Push Hotspot Setup. This re-resolves all IP addresses and rebuilds the walled garden from scratch with current entries. If the issue is only on HTTPS (payment page loads on HTTP but not HTTPS), it confirms the IP entries need refreshing.

Go to Users and open the subscriber's profile. The data usage bar shows how much of their cap they have used. If they are at or near 100%, their plan's cap has been hit. You can extend their allowance by changing their plan to one with a higher cap or by updating their data limit directly on their profile. Note: data usage figures are updated every 30 minutes from RADIUS accounting.

Use IP Bindings. Go to IP Bindings → Create Binding → select the router → click Load Connected Devices to pick the device from a live list. Assign it a plan and save. The device will be automatically authenticated by its MAC address whenever it connects — no captive portal, no voucher needed.

The queue worker processes SMS, provisioning, and user activation in the background. If it's dead, contact the platform support team or open a support ticket — the worker runs as a system service on the billing server and needs to be restarted by the platform administrator. While it's down, new payments will still be recorded but SMS confirmations and router provisioning will be queued and processed once the worker restarts.

Yes. Go to System Users → Create, choose the Staff role, then use the granular permission toggles to enable View Transactions without enabling Delete Transactions. Staff accounts with the Admin role always have full access — granular permissions only apply to the Staff role.

Open the router's detail page → Backups tab → click Create Backup. The file is generated on the router via the API and appears in the list within seconds. Click Download to save it to your computer. Keep this file safe — it can be used to restore the router's full configuration from Winbox if something goes wrong.

It depends on what they are. Check the job name: PushHotspotSetup or AddHotspotUser jobs usually fail because the router was offline — once the router is back online, click Retry and they will succeed. SendPaymentNotification jobs fail if the SMS balance is zero or the API key is invalid — top up credits and retry. If you see many of the same job failing repeatedly, open a support ticket so the platform team can investigate the root cause.