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FAQs

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

Having trouble using iPass on your device?

Here are some of the most common mistakes and problems users have, as well as solutions to ensure that your iPass experience is easy as pie. Simply click on the icon belonging to the platform you use, and the FAQs for that operating system will become visible. If you scroll down, you will also see some more common questions. Click on the question to get 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. Each company is different. If your account settings are not visible, or you are not allowed to change the settings, then it means that your account is automatically set up for you. You are good to go.
  2. I haven’t received a welcome email.

    Have you checked your spam or junk folder? Sometimes, emails get misdirected. If yours did not, please send your email address and company name 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 signal strength is low, try changing your location, or ask a member of the staff at the venue to show you the location of the access point, so you can move closer. Make sure that the access point is an iPass location, with the iPass icon next to its name (for Android devices), or “Check for iPass” annotated under the network name (for iPhones and iPads.) If there is not an iPass-enabled hotspot in the nearby vicinity, then use the hotspot finder to locate the nearest one. If you are trying to connect and there is a problem, the app should let you know why you can’t connect, and what to do about it. Sometimes, your app may say you are somewhere you can use iPass, but you continue to have problems. If this is the case, the hotspot is not set up correctly. If you are still having problems connecting, report the problem. Send your details to us and we can have a look to see what happened.
  4. I can’t connect to GoGo Inflight.

    Please wait until the seatbelt sign is turned off (usually around 10,000 feet,) before you try to connect. Also, make sure that when you enter your security details, your device isn’t changing any of the characters you type, especially the Captcha. Spellcheck and auto-complete can often affect your ability to enter answers to security questions. If you are unsure whether you are allowed to use Gogo, then send us an email and we will let you know.
  5. How do I get iPass?

    If you work for a company that has purchased iPass for you, contact your IT department. They can provide you with specific instructions to access the service. If you represent a company wishing to buy iPass, you may also use the Purchase page to contact sales for information on how to buy 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 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. On Android devices, iPass hotspots are annotated with an iPass icon. If you are an iPhone or iPad user, look for ‘Check for iPass’ in your network list. Tap on ‘Hotspots nearby’ and a list of nearby hotspots, including the distance from your current location, will be shown to you in a new screen. You can also use the iPass hotspot browser before you travel. Either go to the URL or use the hotspot finder in the app to search by current location, address, city or 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 in 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 they are hotspots to which anyone will be able to connect. To find iPass-enabled hotspots if none are showing, go to the hotspot finder, where you can search by current location, address, city or airport code.
  • Do you have 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 the hotspot is, why not ask, especially if you are in a hotel or in a café?
  • Have you connected here before?
    There could be a problem with the hotspot itself. Is the location showing as iPass-enabled but not allowing you to connect? Sometimes a hotspot will be marked as an iPass hotspot, but is not be configured to work correctly.  This might be because the hotspot shares a network name with a hotspot in another location, or is not an iPass hotspot. In those instances, please report the location and the SSID to iPass, and the access point will be investigated appropriately. Please email us with location information at help@ipass.com, or use the Report a Problem feature in the app.
  • Are you having problems setting up your app?

    To get the iPass app, go to the iTunes Store, Google Play or Windows Store and search for iPass. For iOS you will need to provide your Apple ID. If you do not have an Apple ID, you can get a free one from the iTunes Store. Once you have downloaded and installed the app, open it. You will be prompted 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 do not receive an email, 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 available on an aircraft once it reaches 10,000 feet. This is normally when seatbelt signs are first turned off.
  • which network connection to use?

    Can you see a Gogo hotspot, or Panasonic, if you are on a flight enabled with Panasonic inflight? These hotspots are shown as iPass networks and are 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 this isn’t the case.

 

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.