Common problems
The things that actually come up, and what to press.
A customer says they paid and got nothing
Open Find a customer and type their number. It tells you in one sentence whether their money arrived, what their password is, whether the text was sent, and whether they are online.
The one answer worth knowing by heart: "their payment did not go through: they have not been charged" means there is nothing to refund. Their money never moved. Ask them to buy again.
Nobody can see the WiFi at all
The router is not broadcasting, or it is off. Check power, then check the router in Click:
- Offline: it is not reaching Click. Check the internet line and the power. A router that cannot reach the internet also cannot sell anything.
- Pending activation: the setup file was never run, or never finished. Go back to Run the setup file.
- Connected: Click can see it, so the problem is the WiFi radio or the cabling to your access point.
They see the WiFi, but no login page appears
Usually one of three things:
- No login page assigned. A saved template does nothing until you press Assign on a router. This is the most common cause on a new site.
- WiFi billing was never turned on. The router page will say so.
- They are plugged into the wrong port. Check What each port is for.
The login page opens but shows no packages
You have no packages, or none of them are On sale. Check Packages.
If packages exist and are on sale but still do not appear, check whether they are restricted to specific routers; a package limited to Router A will not show on Router B.
A site your customers need will not open before they log in
Add it under Network → Sites reachable without paying.
Type just the address: wa.me, not a full link like https://wa.me/255712345678. Payment and your own login page are already allowed for you and do not need adding.
See Sites reachable without paying.
The router says "Needs repair"
Its settings no longer match what Click set up, usually because somebody changed something on the router directly.
Open the router, go to Technical, press Repair WiFi settings. It is safe to press twice and it does not disconnect anyone.
The router keeps dropping
The Keeps dropping marker means it has reconnected many times in a day.
This is almost always the internet line or the power going into the router, not Click and not the router itself. Check the uplink first, then the power supply. A router on an unstable line will keep selling bundles it then cannot deliver, which is worse than being plainly offline.
A customer is online on one phone but not another
Their bundle has a device limit. Find a customer shows how many devices it allows.
If they need more, they need a bundle that allows more (see Devices per purchase in Packages).
No money has been paid out
Work down this list:
- Is there a verified payout number? An unverified one is never paid to.
- Is a settlement schedule chosen?
- Is the balance above TSh 150? Below that, nothing is sent and the balance carries forward.
- Is the last settlement Failed? The money is still yours and goes out with the next one, but the payout number probably needs checking.
Sales stopped completely
Check that the router is Connected, and that at least one package is On sale. Then buy the cheapest bundle yourself from a phone. Whatever fails when you do that is the actual problem, and it is far faster to find that way than by reading logs.
Still stuck
Contact support with the router name and, if it is about one customer, their phone number. Those two things let us find the same records you are looking at.