iPass Global Wi-Fi FAQ Technical and Support

Frequently Asked Questions

iPass Global Wi-Fi Service

FAQ Topics

General

Signing up and Subscriptions

Technical and Support

Technical and Support questions

What devices and operating systems are supported?

iOS, Android, Windows10 Mobile, Windows and Mac OSX is supported. Tablet screen display is also supported. Check the app support section in your AppStore to make sure you have a supported version of the operating system.

Version support:

Android smartphones or tablets (version 2.3 or later)
iOS (version 9.0 or later)
MacOS (High Sierra 10.13) , (Sierra 10.12), (El Capitan 10.11), OS X 10.10 (Yosemite)
Windows 10 (Win10, WinX), Windows 8 or Windows 8.1 (32- or 64-bit), Windows 7 or Windows 7 SP1 (32- or 64-bit)

Download the iOS-version here
Download the Android-version here
Download the Windows10 Mobile-version here

Other software versions, for example Mac, Windows etc are available when you click the activation link.

Can I also use the service on my Windows-laptop or Apple MacBook?

Yes! Simply open the activation email on your laptop/MacBook and get started. Flexinets also provide connectivity in large enterprise environments.

Please contact sales@flexinets.se for questions or request an proposal here.

The location appears to be iPass-enabled, but I can’t get connected. What can I do?

Here are some tips and tricks that solve most issues:

Make sure you have sufficient Wi-Fi signal. Move as close to the hotspot as possible.
Check at the location if there are known issues with the Wi-Fi network.
Please check the Hotspot Finder here if the location should be iPass-enabled or if there are other iPass-locations nearby.
If this should occur on an aircraft, please check out the Inflight FAQ section.

If the location appears to be iPass-enabled and the hotspot is not functioning well, please contact us so we can analyse and possibly have the issue fixed.

I have lost or did not get my welcome email. Where can I request it to be resent?

No problem, login credentials are provided in the activation email sent from Flexinets. (Please check your SPAM mailbox in case you cant find the email. The email is sent from support@flexinets.se)

If you can’t remember your password you may also retrieve it on the customer portal.

On how many devices can I use the service?

You can use the service on max. 2 devices.

Can you monitor internet traffic from me?

No, we do not monitor your internet traffic in any way. We only provide internet access via the local contracted Wi-Fi provider. Those network providers comply with local regulations and ruling. It is obvious that illegal internet activity is not allowed.

If you would like to secure you connection even more, you can enable the “Last Mile VPN function” included in the subscription. More information available here:

Last Mile VPN

Last Mile VPN – FAQ

Can I exclude networks or hotspots from iPass Global Wi-Fi connectivity?

Yes, you can manually exclude network names (SSID’s) in the settings section of the apps.

I lost my login credentials to your web portal. How do I reset my password?

Click here to reset the password to the web portal.

Enter your email address and click reset password. You will shortly receive an email containing a link to reset your password.

If you don’t receive a reset link please check your SPAM folder. The email is sent from portal@flexinets.se

How does the Last Mile VPN work?

Insecure Wi-Fi connections are the key points of entry for man-in-the-middle attacks, packet sniffing, identity spoofing, and other security risks and privacy erosions.

The Last Mile VPN feature is available with our iPass Global Wi-Fi solution and delivers global hotspot security, where the end user is most vulnerable: between the user and the Internet gateway. With three layers of security we keep the connection secure.

Learn more here:

Last Mile VPN

Last Mile VPN – FAQ

Why do I have to provide my email address?

We use your email address to communicate with you in the following ways:

A welcome email will be sent to you with instructions on how to set up the iPass app.
We will use the email address to communicate with you for technical support issues if required.

Can I change the email address that I used when I registered the device?

Once an email has been used to register a device, that email address cannot be changed. Please contact Flexinets support for help regarding this issue. Reach out on the chat or simply send an email to support@flexinets.se

How do I activate the iPass service on my device?

After a successful sign up you will receive a Download and Activate-email with a link to download and activate the iPass app. The service can be used on multiple devices (smartphones, laptops, tablets). Simply click the link on the desired devices.

(Check your SPAM mailbox if you have not received both emails! The emails are sent from support@flexinets.se

You may also retrieve the activation email from on the customer portal.

If you need any assistance,please let us know.

When I install the software on my Windows laptop I get an error like, ‘This is not a valid windows installer package’ or about ‘data1.cab’ files.

These problems happen when you attempt to install the software on your Windows laptop, but the file has not yet finished downloading. Please wait until the download has completed before installing the software.

I am having problems connecting to Wi-Fi? What should I do?

Ensure your Wi-Fi is on and 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 it is low, try changing your location or ask a member of the staff at the venue to show you where the nearest access point is, so you can move closer.Then make sure that it is an iPass location, with the iPass icon next to the name, or the network name on your iPhone or iPad. If not, then try the Hotspot finder to find the nearest location.When you try to connect and there is a problem, the app should alert you as to you’re not able to connect and inform you what you can do. Sometimes, your app may say it is somewhere you can use iPass, but you might have problems connecting. If so, the hotspot is not setup correctly. If you are still having problems, you can always report a problem, by sending details when you are connected. We will determine what happened.

I’m at a hotspot and cannot connect. What do I do?

A poor Wi-Fi signal strength is the most common cause of connection failures. Walls, windows and other obstacles can reduce signal strength. Check your device’s signal strength indicator (number of bars) to see if you have a good signal, and try moving closer to the access point if possible to improve your signal strength before attempting to connect. Also, some non-iPass-enabled Wi-Fi hotspots share a name (SSID) with valid iPass hotspots. Check if you are at a valid iPass hotspot by looking up your location in the hotspot finder.

I have just landed at the airport, and I found an iPass-enabled hotspot. However, I do not seem to be able to get a good connection.

Please check first that your Wi-Fi is enabled, and your device is no longer set to flight mode/airplane mode.As traffic at an iPass hotspot is shared by all users during peak hours, the speed may be slower than usual.

My session inflight was cut-off

Some aircrafts have session limits of 30 minutes activated. Meaning you may need to connect again after 30 minutes of usage.

Also please note the Fair Usage Policy of 1GB inflight wifi/user/month, may trigger user suspension for the rest of the month. This is indicated in the iPass app. If you are unsure or need further information please contact customer support support@flexinets.se or use the chat bar.

Frequently Asked Questions

FAQ Topics

Technical and Support questions

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