Support & Troubleshooting

• Check the router has power and a working internet connection.
• Check the WireGuard tunnel is applied and active.
• Re-check the router's configuration against what Infinity Radius generated for it.
• Check Network → Diagnostics for the router's last-seen status.

• Confirm the router itself is Online.
• Confirm the customer's package is active and not expired.
• Check the customer hasn't exceeded their device or session limit.

• Confirm the router serving that customer is Online.
• Confirm the customer has an active package or unredeemed voucher.
• Ask the customer to forget and rejoin the WiFi network to trigger the captive portal again.

• Check the related payment's status under Collections.
• A package only activates once its payment status is Success.
• If payment succeeded but the package still hasn't activated, contact support.

• Confirm the voucher hasn't already been used — each code redeems once.
• Confirm the voucher hasn't expired.
• Double-check the code was entered exactly as printed.

• Wait briefly, then refresh the transaction status.
• Avoid initiating repeated payment requests unnecessarily while one is still pending.
• Contact support if the status remains Pending for an extended period.

• Check whether the payout is awaiting a second approval.
• A payout in Processing is being reconciled — this can take some time.
• Contact support if a payout stays Pending or Processing longer than expected.

For issues not covered here, reach Infinity Radius support at help@infinityradius.com or +255 747 730 270.