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Troubleshooting

This guide addresses the most common issues encountered when using the TMRW Labs platform. For each scenario, follow the diagnostic steps in order before escalating to support.

Unable to Log In​

If you cannot access the dashboard, verify the following:

  • Confirm that the email address and password entered are correct and match your registered account credentials.
  • If you have forgotten your password, use the Forgot Password link on the login screen to initiate a reset via email.
  • If you have not yet been granted access to the dashboard, contact your account administrator to request an invitation.

Analytics or Customer Data Is Missing​

If the Analytics or Customers sections are not displaying data as expected:

  1. Confirm that a router is registered, paired to the relevant location, and its status is set to Active. An Inactive or Maintenance router will not collect data.
  2. Verify that the location's captive portal has been Published. A portal saved in Draft status is not served to guests and will not generate data.
  3. Check that the date range and location filters on the Analytics page are configured to include the expected time period and venue. Overly restrictive filters are a common cause of apparently missing data.

Guests Are Not Seeing the WiFi Login Page​

If guests connecting to your venue's WiFi are not being redirected to the captive portal:

  • Confirm that the router serving that venue is in Active status. Routers marked as Inactive or in Maintenance mode do not present the portal to connecting devices.
  • Verify that the captive portal assigned to that location has been Published, not left in Draft.

A Team Member Cannot Access a Required Section​

If a colleague is unable to access a part of the dashboard that their role should permit:

  • Ask an account administrator to review the user's account from User Management and confirm their assigned role is correct.
  • Review the Permissions activity log to determine whether any recent changes were made to their access level or account status.

Contacting Support​

If the steps above do not resolve your issue, contact the TMRW Labs support team directly at support@tmrwlabs.com. Please include a description of the issue, the affected location or user, and any relevant timestamps to help expedite the resolution process.