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Tech Support

FAQs

Need help? Here are some commonly asked questions and their answers to help you get connected.

Having trouble with using iPass on your device?

The following are some of the most common mistakes and problems, along with solutions to make your use of the service as easy as pie. Simply click on your platform and the FAQs for that operating system will become visible or scroll down to see some common questions (click on the question to see the answers.)

Mac

Top Five Support Questions

  1. What is my username and password?

    When you go to your account settings there may be a hint for what to use as your username and password as every company is different. If your account settings are not visible or you are not allowed the change the settings then it means that it is automatically set up for you and you are good to go.
  2. I haven’t received a welcome email.

    If you have checked your spam/junk folder and the email didn’t get misdirected, please send your email address and where you get your account from to help@ipass.com. We will resend the email to you. You can also resend the email to yourself from the My Account page.
  3. I’m having trouble connecting to a Wi-Fi hotspot.

    Make sure your Wi-Fi is on and then make sure that the signal strength, shown in bars, is high. Depending on your device, you can either see the signal strength in your Wi-Fi settings or in the iPass app itself. If it is low, try changing your location or ask a member of staff at the venue to show you where the access point is so you can move closer.

    Then make sure that it is an iPass location, with the iPass icon next to the name, or the network name on your iPhone or iPad. If not the try the Hotspot finder to find the nearest location.

    When you try to connect and there is a problem the app should let you know why you can’t connect at the moment, and let you know what to do. Sometimes your app may say it is somewhere you can use iPass but you still have problems. If so then the hotspot is not setup correctly. If you are still having problems, when you are connected you can always report a problem and send you details to us and we can have a look what happened.

  4. I can’t connect to GoGo Inflight.

    Please wait until the seat belt sign is turned off before you try to connect (at about 10,000 feet.) Also, make sure when you enter any security details that your device isn’t changing any of the characters you type (especially the Capcha.) Spellcheck and auto-complete can often affect your ability to enter answers to security questions.

    If you are unsure if you are allowed to use Gogo then send us a mail and we will let you know.

  5. How do I get iPass?

    If you want to get an individual iPass account please go to http://www.ipass.com/purchase/ and use the Individual option.

    If you work for a company that has purchased iPass for you, contact your IT department so they can provide you with instructions specific to your company.

    If you represent a company wishing to buy iPass, you may also use the Purchase page to contact sales for information on buying the service for your company.

 

Other General Questions

  • Do you want to know more about iPass?

    This short video illustrates how iPass allows you to connect easily to Wi-Fi wherever you need to be.

  • Do you want to know more about how to use and configure the app?

    In this simple video we show you how simple it is to download and activate the app on all sorts of mobile devices, like smartphones, tablets and laptops.

  • Where can I find iPass Networks?

    Hotspots where you can use iPass are shown in the app with an iPass icon on Android devices, and ‘Check for iPass’ in your network list if you are user an iPhone or iPad.

    Tap on ‘Hotspots nearby’. A list of nearby hotspots will be shown to you in a new screen, including the distance from your current location.

    You can also use the iPass hotspot browser before you travel by going to URL, or by using the hotspot finder in the app and you can search by your current location, address, city of airport code.

  • Are you having problems connecting?

    Can you see a list of Wi-Fi hotspots in your iPass App?
    Make sure Wi-Fi is turned  ON on your device.

    Can you see any Hotspots that have the iPass logo next to them?
    All the hotspots that you can see are either private, in which case they will have a padlock next to them) or are hotspots that anyone will be able to connect to.

    To find iPass enabled hotspots if there are none showing, go to the hotspot finder and you can search by your current location, address, city of airport code.

    Do you have a good signal strength? (shown on the right of the hotspot name)
    Move closer to the hotspot to get a better signal. If you aren’t sure where this is then why not ask if you are in a hotel or café?

    Have you connected here before?
    There could be a problem with the hotspot itself.

    Is the location showing as iPass but will not allow you connect? Sometimes a hotspot will be marked as an iPass hotspot but it will not be configured to work correctly.  This is because it shares a network name with that of another location, or is not one of the places working with iPass.  In these instances please report the location and the SSID to iPass and the access point will be investigated appropriately.

    Please let us know by mailing us at help@ipass.com telling us about the location, or use the Report a Problem feature in the App.

  • Are you having problems setting up your app?

    To get your iPass app go to App Store, Play Store or Windows Store and search for iPass Open Mobile. For iOS you need to provide your Apple ID. If you do not have an Apple ID, you can set up a free one from the Apple App Store.

    Once you have downloaded and installed the app open it and you will be asked to give your email address. You will then be sent an email with a link to activate the software. This will set everything up for you.

    If you haven’t received anything then please let us know at help@ipass.com.

 

Inflight Internet Connection Questions

  • Were you travelling above 10,000 feet?

    Inflight Wi-Fi service is only turned on aircraft when the aircraft reaches 10,000 feet. This is normally when the seatbelt signs are turned off for the first time.
  • Not sure which network connection to use?

    Can you see a Gogo hotspot (or Panasonic, if you are on a flight enabled with Panasonic Inflight)? These are shown as iPass networks and typically called ‘gogoinflight’ or ‘PanasonicAir’. If you don’t see a network in your list, go to settings to enable Wi-Fi on your device.
  • Did you enter the code into the Activate Service (captcha) window that was brought up?

    Often auto-correct will try to change the security code that you type. Check to make sure that isn’t happening and that you can see the code is typed in correctly.

 

Questions by platform

Mobile Devices

Can you see a list of Wi-Fi hotspots in the Network Selection on your device?
Turn on Wi-Fi ON on your device. If you go into airplane mode you will need to go into settings to turn on Wi-Fi again.
Can you see any Hotspots that have ‘Check for iPass’ next to them?
All the hotspots that you can see are either private, in which case they will have a padlock next to them) or are hotspots that anyone will be able to connect to.

To find iPass enabled hotspots if there are none showing, go to the hotspot finder and you can search by your current location, address, city of airport code.

Do you have a good signal strength? (shown on the right of the hotspot name)
Move closer to the hotspot to get a better signal. If you aren’t sure where this is then why not ask if you are in a hotel or café?
Have you launched the iPass app?
Exit your settings and tap the iPass icon.
Have you connected here before?
There could be a problem with the hotspot itself.


Is the location showing as iPass but will not allow you connect? Sometimes a hotspot will be marked as an iPass hotspot but it will not be configured to work correctly. This is because it shares a network name with that of another location, or is not one of the places working with iPass. In these instances please report the location and the SSID to iPass and the access point will be investigated appropriately.

Please let us know by mailing us at help@ipass.com telling us about the location, or use the Report a Problem feature in the App.

Can you see a list of Wi-Fi hotspots in your iPass App?
Turn on Wi-Fi ON on your device. If you go into airplane mode you will need to go into settings to turn on Wi-Fi again.
Can you see any Hotspots that have the iPass logo next to them?
All the hotspots that you can see are either private, in which case they will have a padlock next to them) or are hotspots that anyone will be able to connect to.

To find iPass enabled hotspots if there are none showing, go to the hotspot finder and you can search by your current location, address, city of airport code.

Do you have a good signal strength? (shown on the right of the hotspot name)
Move closer to the hotspot to get a better signal. If you aren’t sure where this is then why not ask if you are in a hotel or café?
Have you connected here before?
There could be a problem with the hotspot itself.


Is the location showing as iPass but will not allow you connect? Sometimes a hotspot will be marked as an iPass hotspot but it will not be configured to work correctly.  This is because it shares a network name with that of another location, or is not one of the places working with iPass.  In these instances please report the location and the SSID to iPass and the access point will be investigated appropriately.

Please let us know by mailing us at help@ipass.com telling us about the location, or use the Report a Problem feature in the App.

Can you see a list of Wi-Fi hotspots in the Network Selection on your device?
Turn on Wi-Fi ON on your device. If you go into airplane mode you will need to go into settings to turn on Wi-Fi again.
Can you see any Hotspots that have ‘Check for iPass’ next to them?
All the hotspots that you can see are either private, in which case they will have a padlock next to them) or are hotspots that anyone will be able to connect to.

To find iPass enabled hotspots if there are none showing, go to the hotspot finder and you can search by your current location, address, city of airport code.

Do you have a good signal strength? (shown on the left of the hotspot name)
Move closer to the hotspot to get a better signal. If you aren’t sure where this is then why not ask if you are in a hotel or café?
Have you launched the iPass app?
Exit your settings and tap the iPass icon.
Have you connected here before?
There could be a problem with the hotspot itself.


Is the location showing as iPass but will not allow you connect? Sometimes a hotspot will be marked as an iPass hotspot but it will not be configured to work correctly. This is because it shares a network name with that of another location, or is not one of the places working with iPass. In these instances please report the location and the SSID to iPass and the access point will be investigated appropriately.

Please let us know by mailing us at help@ipass.com telling us about the location, or use the Report a Problem feature in the App.

Desktops

Can you see a list of Wi-Fi hotspots in your iPass App?
Turn on Wi-Fi ON on your device.
Can you see any Hotspots that have the iPass logo next to them?
All the hotspots that you can see are either private, in which case they will have a padlock next to them) or are hotspots that anyone will be able to connect to.

To find iPass enabled hotspots if there are none showing, go to the hotspot finder and you can search by your current location, address, city of airport code.

Do you have a good signal strength? (shown on the right of the hotspot name)
Move closer to the hotspot to get a better signal. If you aren’t sure where this is then why not ask if you are in a hotel or café?
Have you connected here before?
There could be a problem with the hotspot itself.


Is the location showing as iPass but will not allow you connect? Sometimes a hotspot will be marked as an iPass hotspot but it will not be configured to work correctly. This is because it shares a network name with that of another location, or is not one of the places working with iPass. In these instances please report the location and the SSID to iPass and the access point will be investigated appropriately.

Please let us know by mailing us at help@ipass.com telling us about the location, or use the Report a Problem feature in the App.

When you start the app do you see a message saying ‘A service failed to load’?
If yes, press CTRL+R to restart the iPass services.
Can you see a list of Wi-Fi hotspots in your iPass App?
Turn on Wi-Fi ON on your device. If you go into airplane mode you will need to go into settings to turn on Wi-Fi again.

If your Wi-Fi is on, is there a problem with your Wi-FI Card? Go to Device Manager – are there any conflicts or driver issues with your Wi-Fi adapter?

Can you see any Hotspots that have the iPass logo next to them?
All the hotspots that you can see are either private, in which case they will have a padlock next to them) or are hotspots that anyone will be able to connect to.

To find iPass enabled hotspots if there are none showing, go to the hotspot finder and you can search by your current location, address, city of airport code.

Do you have a good signal strength? (shown on the right of the hotspot name)
Move closer to the hotspot to get a better signal. If you aren’t sure where this is then why not ask if you are in a hotel or café?
Have you connected here before?
There could be a problem with the hotspot itself.

Is the location showing as iPass but will not allow you connect? Sometimes a hotspot will be marked as an iPass hotspot but it will not be configured to work correctly. This is because it shares a network name with that of another location, or is not one of the places working with iPass. In these instances please report the location and the SSID to iPass and the access point will be ininvestigated appropriately.

Please let us know by mailing us at help@ipass.com telling us about the location, or use the Report a Problem feature in the App.