Reference
Troubleshooting
Find what you're seeing, then try the fix.
Routers
| You see | Try this |
|---|
| A router is red | Check its power, its internet and the Host address. The reason shows on its card. |
| Test Connection fails | Check the Host, API username and password. Behind NAT? Edit the router and choose Through the ISPilot VPN. |
| The VPN badge isn't green | The router hasn't dialled in. Check that the setup script ran and the router has internet. |
| Availability is below 95% | The router or its internet line keeps dropping. Look for gaps in the 24-hour lines. |
| A change hasn't reached the router | Select Sync now. |
Plans and access
| You see | Try this |
|---|
| A customer can't see a plan | Check that their service type matches the plan. Hotspot customers don't see PPPoE plans. |
| You can't create a PPPoE plan | Add an IP pool on that router first. |
| Plans expire at the wrong time | Check the timezone in Settings > Localisation. |
| Your login page edits don't show | Select Publish. Guests never see a draft. |
| Your plans don't show on the login page | Use the Storefront layout and publish. On Custom canvas, add a Buy a Plan button yourself. |
| "Error connecting to RouterOS" when you save a plan | The router was unreachable. Check it's online, then check whether the plan is in your list and use Sync to Device. |
Payments
| You see | Try this |
|---|
| A customer paid but isn't connected | Find the attempt on the gateway's audit page. If it shows as paid, contact us with the reference. Don't recharge them by hand, as that records a second sale. |
| Payouts aren't arriving | Check that your mobile money wallet is saved on the ISPilot Pay card. |
| ISPilot Pay isn't offered | It may not cover your currency yet, or your own Paystack key is set. |
| Most attempts on a gateway fail | Check its keys, then compare gateways in Analytics. |
Messages
| You see | Try this |
|---|
| An SMS or WhatsApp never arrives | Check your gateway in Settings > Miscellaneous, then Message Logs. |
A message shows [[name]] | Check the placeholder's spelling in the template. |
Hotels
| You see | Try this |
|---|
| A guest can't log in with their room | Check that they're in In house and that they're typing the surname on their stay. |
| The Room or Phone tab is missing | Turn it on in Hotel settings and choose a plan. |
| Your booking system stopped connecting | Someone may have made a new key. The old one stops at once. |
ISPilot Bond
| You see | Try this |
|---|
| A router isn't offered as a site | Edit it and choose Through the ISPilot VPN. |
| No internet links found | Check that each link is plugged in and working on the router. |
Your account
| You see | Try this |
|---|
| Your account is paused | Add a payment method in your subscription page. |
| "Limit reached" | Upgrade your plan to add more. |
| A page isn't in your menu | Your role or plan may not include it. See Staff roles. |