📌 Note: Your login and Insights Plus presence data will appear in the Insights portal within 24 hours.

My guest WiFi data is missing

If you're not seeing any guest WiFi data for your venue, don’t worry — there are a few common reasons this might happen, and most are easy to check or fix.

Your Guest WiFi hardware isn't connected.

If your WiFi access point or hardware has been provided by us for your guest WiFi service, it may have been disconnected. Quick things to check:

Is the device plugged in and showing a light?
Has anything changed with your router or network setup?
Has the device been moved or unplugged recently?

Make sure your hardware is powered on and has an internet connection.

Below are a few articles that might help - pick the relevant guide for your hardware:

If you're not sure what to look for, get in touch with our support team and we can walk you through it.

Your Guest WiFi SSID hasn't been set up.

The SSID is the name of the WiFi network your guests connect to. If this hasn’t been set up for our system, we won’t be able to collect any data.

Is your guest WiFi network visible?
When you connect to the guest WiFi does it allow you access to the internet?
Are you able to load guest WiFi login page?

If you use your own access points and you can't see the SSID or doesn't appear to be configured correctly, get in touch with the IT team who manage your networks to start with.

If you can see the Guest SSID but are struggling to connect to the WiFi, try our Guest WiFi troubleshooting article for more assistance.

Your venue isn't set up in our system

Sometimes a venue may not be fully set up or activated in our system. If your venue is new or recently reopened, it’s worth checking with your account manager or our support team to confirm that everything is live on our end.

📌 Note: If your venue is not live on our systems you may see the error code: 65001 Venue not active. Get in touch for further support.

My Insights Plus Presence data is missing

If you're missing data from the Presence reports, this may be because of one of the following:

Your venue is not signed up for the service.

Your venue may not be signed up for the Insights Plus service in our system. It’s worth checking with your account manager or our support team to confirm that everything is live on our end or for support with signing up for the service.

Your sensors have been disconnected.

You may have been supplied with some sensors that will collect the presence data for the Insights Plus service. The device will look like the below image and may have been disconnected: