Guest Wi-Fi
Guests cannot connect: the Wi-Fi login page does not load
Guests join your Wi-Fi but the login page never appears or shows an error. Restart in the right order, read the message, then send us the details.
2 min read · Updated
In short: usually your venue hardware needs a restart. Restart it in the order below; otherwise check what the guest sees, then send us the details.
Check in this order: Restart your hardware, then The guest sees a message, then Test on a personal phone, then Still not loading4 checks in order: 1, Restart your hardware; 2, The guest sees a message; 3, Test on a personal phone; 4, Still not loading. The first is the most likely cause. Then: The login page opens.
- 1Most likelyRestart your hardware
- 2The guest sees a message
- 3Test on a personal phone
- 4Still not loading
The login page opens
Page loads but guests cannot get online? See guests log in but cannot get online.
Restart your hardware
- If you have a SnapGuard box, unplug it from the power.
- Fully restart your router and wait until it is back online.
- Plug your SnapGuard box back in and check its lights come back on.
Unplug your SnapGuard box, then Fully restart your router, then Plug your SnapGuard box back in, then Check its lights come back on4 stages in order: Unplug your SnapGuard box, then Fully restart your router, then Plug your SnapGuard box back in, then Check its lights come back on. The live stage is Check its lights come back on.
01Unplug your SnapGuard box
02Fully restart your router
03Plug your SnapGuard box back in
04Check its lights come back on
- 01Unplug your SnapGuard box
- 02Fully restart your router
- 03Plug your SnapGuard box back in
- 04Check its lights come back on
The guest sees a message
- Site not found: the login page address in your controller is wrong or incomplete. See connect your own Wi-Fi hardware.
- Connection needs attention or Access restricted: Stampede cannot sign in to your network controller, often after a password change. Your IT provider needs to check it.
- Account needs attention: a billing issue. See the login page shows a billing message.
- Something went wrong or We need to refresh your Wi-Fi session: the guest taps Start over, reconnecting to the Wi-Fi if asked.
Test on a personal phone
Company laptops and phones on a VPN can stop the login page opening. Test with a personal phone, with mobile data off. If support has just pushed a new build to your box, forget the network and join again.
Check it worked
On Wi-Fi, with your venue chosen, the status top right should say Online. On your own phone, the guest Wi-Fi login page should open.
Still not loading
- Choose your venue in the venue switcher, top left (on a phone, tap Menu first).
- Go to Wi-Fi › SnapGuard › Health, or Wi-Fi › Hardware › Overview if you have no SnapGuard box.
- Note the status (Healthy, Degraded or Offline on Health).
Email support at agent@stampede.ai with:
- The venue, the exact Wi-Fi network name, and where it fails: no network, no login page, an error, or after the form.
- A screenshot or short video from a guest's phone, and whether it is every device or only some (iPhone, Android, laptops).
- Anything that changed recently, and your IT provider's contact. See Wi-Fi stopped working after an internet or router change.
Good to know
- If guests are signing in through the box, the fault is usually on the venue network or controller. Support will tell your IT provider what it sees.
- Support may ask you or your IT provider for access to your network controller.
- Not sure whose kit is at fault? See what Stampede looks after.
- Only Admin, Moderator, Marketing, Reports and IT can see Wi-Fi.
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