Customers can't see the captive portal or log in

Symptoms

A phone joins the Wi-Fi, but the login/packages page never opens.
The page opens on some phones and not others.
The portal shows Payment Gateway Not Configured.
The portal loads, but after paying or entering a code the customer still can’t browse.

Likely causes

Cause	Typical sign
The router is offline from ISPMan	Many customers are affected at once, and Last Seen is getting older.
The hotspot server is missing or disabled	Hotspot → Servers shows nothing for that router, or Enabled? is off.
The phone isn’t sent to the portal	Some phones only: often because of private DNS, a VPN or an HTTPS-only browser.
Router DNS or walled-garden settings are wrong	The portal won’t load for anyone, even though the router is online.
The address pool is full	It works in the morning but fails at busy times. New phones get no IP address.
No payment provider is set up	The portal shows Payment Gateway Not Configured.
The customer is blocked or out of sessions	Auth Logs show a reject with a reason (see below).

Checks

Is the router online? Go to Devices → All Devices and check Last Seen. If the router is offline, fix that first: see Router shows offline.
Is there a hotspot server? Go to Hotspot → Servers, find the router and check Enabled?, SSID and Router IP.
Did the phone reach the portal at all? Hotspot → Requests lists every connect request, with MAC address, IP, hotspot and device. If the customer’s phone isn’t listed, the router never sent them to the portal.
Run the router’s configuration check. On the device page, click Run Config Check under Configuration Audit. It checks RADIUS, the walled-garden bypasses, the hotspot server count and the addresses that must stay reachable before a customer signs in. Click Apply Fix on each issue it finds.
Read the authentication log. If the portal opens but login fails, go to Hotspot → Auth Logs and filter by the customer’s MAC Address or Username. A red Access-Reject comes with a Reason:

Reason	Meaning and fix
`Customer not found`	ISPMan doesn’t know this customer or code. Check what they typed, or find them under Hotspot → Customers.
`No active connection found`	The customer has no paid package. See Payment received but customer not online.
`No more session allowed (max concurrent sessions reached)`	They’re already logged in on as many devices as the package allows. On their customer page, use Reset Connection, or raise Max Sessions per User on the package.
`Device blocked by the ISP`	Someone on your team blocked them. Use Unblock on their customer page if that was a mistake.

Fixes

For one customer’s phone, ask them to:

Open any plain http:// website (not https://). That usually brings up the portal.
Turn off Private DNS (Android) or any VPN or ad-blocker app.
Forget the Wi-Fi network, then join it again.

For everyone on a router:

Run Run Config Check and apply the suggested fixes.
If the hotspot server is missing, create it again from the device page with + Hotspot or + Hotspot Server.
If it fails at busy times, the network range is too small. Create the hotspot with a larger range (a smaller CIDR number, for example 22 rather than 24).
If the portal says Payment Gateway Not Configured, set up a provider under Settings → Payments Settings. See Payments.

If the portal works but looks wrong (wrong logo, colours or packages), check Settings → Customize Branding, Settings → Captive Theme, and the packages inside the hotspot configuration under Settings → Hotspot Configurations.

When to contact support

Contact support if:

The router is online, Run Config Check reports no issues, and the hotspot server is enabled, but no phone reaches the portal.
Hotspot → Requests shows requests, but every customer gets the same unexpected reject reason.

Include the router name, the hotspot name, a customer MAC address and the time you tested. See Communication.