Troubleshooting
The most common issues businesses run into, and what to check first before contacting support.
Customer paid but isn't connected
Ask the customer to confirm the Mobile Money payment actually completed on their phone — a cancelled or pending payment never connects a customer.
Check the Transactions page for that payment's status. If it shows as successful there but the customer still isn't online, contact support with the reference.
A device stays "connected" after its package expires but has no internet
This can happen on a router that was set up a while ago. Re-running that router's setup command from its AROFi page usually fixes it — it's the same command from Getting Started.
If it keeps happening after that, contact support with the router name and we'll take a look.
Router shows as offline
Confirm the router has a working internet connection — this is the most common cause.
Check the router's system clock is correct (WinBox → System → Clock) — a wrong date/time can silently break connectivity to AROFi.
If it's still offline after that, re-run the setup command, or contact support.
