Troubleshooting index
Find the right recovery path
Find your symptom below and follow the link to the guide that fixes it. Many problems turn out to be a timer or a limit doing its job. Check the table first.
Timers and limits that explain common symptoms
| Symptom | Likely cause |
|---|---|
| Subscriber’s portal sign-in code fails | The 6-digit code expires after 10 minutes. After 5 wrong codes, the subscriber waits 15 minutes. |
| Voucher refused in the portal | After 10 failed tries, the account waits 15 minutes |
| Portal says it has not seen the payment | The portal waits up to 2 minutes for a phone payment, then stops checking |
| Second device cannot connect | Devices per account on the package is reached (1–50; new packages start at 1) |
| Session looks stuck online | Routers report usage every 30 minutes for PPPoE and every 5 or 15 minutes for Hotspot. A session counts as stale after 4 missed reports. |
| Scheduled campaign is late | Due campaigns are checked every 5 minutes |
| Banner change not on the portal yet | The portal refreshes active banners every 60 seconds |
| Withdrawal code rejected | The withdrawal code expires after 5 minutes; you can request 3 every 15 minutes |
Account and access
- Cannot register / OTP expired / company taken → Registration
- Lost authenticator or recovery codes → Account security
- Missing menu / authorization → Navigation and Staff permissions
- Subscriber credentials rejected → Network troubleshooting
- Stale/duplicate active session → Active sessions
Router and captive portal
- Router not detected → Router provisioning
- Router offline / high load / tunnel down → Router health
- No packages on portal → Packages and Captive portal
- Voucher rejected → Vouchers
- Binding does not work → IP and MAC bindings
Billing
- Payment pending/rejected/callback failure → Payment troubleshooting
- Paid but subscriber offline → Payments and Subscriber profile
- Invoice amount/status/linkage → Invoices
- Wallet/withdrawal issue → Collections and withdrawals
Communications
- SMS not sent/delivered → SMS
- Provider/sender ID issue → Messaging providers
- Scheduled campaign missing/duplicated → Message campaigns
- Automated message missing → Notifications and templates
Portal
- Subscriber cannot sign in → Portal access
- Top-up/voucher not applied → Packages, top-ups, vouchers
- Invoice/receipt/usage issue → Usage, invoices, receipts
Gather evidence before escalation
Record:
- the ISP and the affected record or device;
- the exact time and timezone;
- the scope: one subscriber, one router, or everyone;
- the status or reference, and the exact sanitized error;
- the actions already attempted.
Never include passwords, OTPs, recovery codes, provider secrets or router passwords. Also leave out complete provisioning commands and unnecessary customer data.