What is the iPass Global Wi-Fi service?
iPass Global Wi-Fi is an app on your smartphone or tablet that keeps you connected to Wi-Fi worldwide as you travel. Those hotspots include hotels, convention centres, outdoor zones (like BTOpenZone) airports, and several airlines.
How can I get iPass?
Go to http://www.tavpassport.com/en/TavPassportCard/Pages/Wifi-Request.aspx and complete the form to request the service.
What devices/operating systems does the iPass service support?
The following platforms are supported:
o Android smartphones or tablets (version 2.3 or later)
o iPhones/iPads (iOS version 9.0 or later)
o Windows Phone (version 8.1)
o Windows 10 Mobile
Where can I use the iPass App?
The iPass Wi-Fi network has millions of hotspots in more than 100 countries, accessible at hotels, airports, train stations, convention centres, restaurants, cafes, and more
To view a hotspot location map to learn more about how to connect to iPass please visit http://hotspot-finder.ipass.com.
Is the iPass service available on flights?
The iPass app keeps you connected in the air with international in-flight hotspots on airlines such as Lufthansa and Etihad.
Is there a limit on upload or download of data?
There is no limit on uploading or downloading of data so feel free to enjoy unlimited data with no restrictions.
The usage meter shows a data limit – what is this?
o The Usage Meter shows you how much:
Cellular data (mobile data) you have used as well as
Wi-Fi data you have used at any Wi-Fi hotspots since the date shown at the top of the screen.
o This limit can be set according to your requirements but will not prevent you from using the app.
o It is for your information only.
How many devices can I set the iPass app on?
You can set up iPass on a maximum of three devices. Should you try to activate the service on a fourth device, the first device you activated it on will be deactivated.
What languages does the iPass app support?
The following app languages are currently supported:
English, Simplified Chinese, Traditional Chinese, Dutch, French, German, Italian, Japanese, Korean, Russian, Spanish, and Thai.
How do I register?
Click here http://www.tavpassport.com/en/TavPassportCard/Pages/Wifi-Request.aspx for details on how to register.
Why do I have to provide my email address?
We use your email address to communicate with you in the following ways:
o A welcome email will be sent to you with instructions on how to set up the iPass app.
o We will use the email address to communicate with you for technical support issues if required.
I have successfully registered. What do I do next?
o Once you have registered, you will receive a welcome email from Tav Passport .
o The email contains the link to download the app and to complete your setup so that you are ready to use the iPass Global Wi-Fi Service.
o Should you wish to set up the app later on a different device, then access the iPass welcome e-mail on the device that you wish to now install the app on.
o Open the e-mail entitled “TAV Passport: Welcome to iPass Global Wi-Fi” and follow the instructions on how to set up the iPass Wi-Fi service on your supported device.
o If you went to the Appstore without using the Welcome email and installed the app:
Tap Get Started to request an activation code.
You will receive an email with a link to activate the app.
Make sure you use the link on the device that you requested it from.
I haven’t received the Welcome email. What do I do next?
If you cannot find the e-mail that you have received, check your e-mail SPAM (or Trash or Junk) folder or if you do not think that it has reached you, you can request it again by clicking here (http://p.ipass.com/resend).
Can I change the email address that I have used when I register the device?
Once an email has been used to register, that email address cannot be changed.
I have successfully registered. How do I install the app?
o Once you have registered, you will receive a welcome email from Tav Passport .
o The email contains the link to download the app and to complete your setup so that you are ready to use the iPass Global Wi-Fi Service.
o Should you wish to set up the app later on a different device, then access the iPass welcome e-mail on the device that you wish to now install the app on.
o Open the e-mail entitled “TAV Passport: Welcome to iPass Global Wi-Fi” and follow the instructions on how to set up the iPass Wi-Fi service on your supported device.
o If you went to the Appstore without using the Welcome email and installed the app:
Tap Get Started to request an activation code.
You will receive an email with a link to activate the app.
Make sure you use the link on the device that you requested it from.
I haven’t received the Welcome email. What do I do next?
If you cannot find the e-mail that you have received, check your e-mail SPAM (or Trash or Junk) folder or if you do not think that it has reached you, you can request it again by clicking here (http://p.ipass.com/resend).
What is my username & password?
Your username and password are automatically configured in the iPass app when you activate the service. There is nothing for you to remember!
What devices/operating systems does the iPass service support?
The following platforms are supported:
o Android smartphones or tablets (version 2.3 or later)
o iPhones/iPads (iOS version 9.0 or later)
o Windows Phone (version 8.1)
o Windows 10 Mobile
What languages does the iPass app support?
The following app languages are currently supported:
English, Simplified Chinese, Traditional Chinese, Dutch, French, German, Italian, Japanese, Korean, Russian, Spanish, and Thai
I have downloaded and installed the iPass app. What do I need to do next?
If you installed the iPass app using the welcome email simply open the app to complete the setup.
If you installed the iPass app without using the welcome email:
o Open to the welcome email which is required to complete the setup
o Tap on the link to get started which will take you to the Self Activation web page
o Scroll to the bottom of the page where you should see an Activate button.
o If the button is not currently visible use the “tap here” link to display it and then use it.
How can I find iPass Wi-Fi hotspots?
To locate a selection of iPass hotspots use the hotspot finder feature within the iPass app on your smartphone/tablet or visit http://hotspot-finder.ipass.com/. Here you can enter a city name or address and see the iPass hotspots available at that location.
Please note, if you type in a country it will show you the locations for the capital city.
Can you see a list of Wi-Fi hotspots in the Network Selection on your device?
Make sure you have turned on Wi-Fi on your device. If you go into airplane mode you will need to go into settings to turn on Wi-Fi again
How can I tell what are iPass hotspots in the App?
Android
All iPass hotspots show the iPass icon next to the hotspot name, e.g.
or
The first icon indicates an iPass hotspot name that you have connected to before.
The second icon (with the question mark) indicates that this is an iPass hotspot you have not connected to yet.
iPhone, iPad and Windows Phone
• Go to your device’s WiFi settings.
• All iPass hotspots will show a “Check for iPass” label underneath their name.
• Hotspots you have connected to before will be remembered in the future so you can go straight to the app where the iPass icon will be displayed.
How do I connect using the iPass app?
o Android: Open the iPass app which will automatically connect you to an iPass hotspot when in range.
o iPhone/iPad and Windows Phone: Open up your Settings menu, then your Wi-Fi menu, ensure Wi-Fi is enabled and select a hotspot with “Check for iPass” listed underneath the name. The iPass app will then automatically log you in.
How many devices can I use to connect at the same time?
You can connect from three devices at the same time.
What is my username and password?
Good news: you don’t need to manually configure your username and password. This is set automatically and saved inside the app. If you get prompted for a username and password please go back to the setup steps and complete them as required.
I am having problems connecting to a Wi-Fi hotspot? What do I need to do?
Make sure your Wi-Fi is on and then make sure that 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 staff at the venue to show you where the 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 ‘Check for iPass’ label under the hotspot name on your iPhone/iPad or Windows Phone. 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 let you know why you can’t connect at the moment, and let you know what to do. Sometimes your app may say it is somewhere you can use iPass but you still have problems. If so then the hotspot is not setup correctly. If you are still having problems, when you are connected you can always report a problem and send you details to us and we can have a look what happened.
I'm at a hotspot and cannot connect. What do I do?
Poor Wi-Fi signal strength is the most common cause of connection failure. Walls, windows and other obstacles can reduce signal strength. Check your device signal strength indicator (number of bars) to see if you have a good signal and try moving closer if possible to improve your signal strength before attempting to connect. Also, some non-iPass 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 in the airport and I found an iPass Hotspot there. 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 or similar.
As traffic at an iPass hotspot is shared by all users during peak hours in the airport, where hundreds of people have arrived at the same time the speed may be slower than usual.
Were you travelling at cruising altitude?
In-flight Wi-Fi service is only turned on in an aircraft when it reaches the cruising altitude. This is normally when the seatbelt signs are turned off for the first time.
Not sure which hotspot to use?
Please refer to material that could be found in your seat pocket in front of you. If you don’t see a hotspot in your list, go to settings to enable Wi-Fi on your device.
Did you enter the security code into the window that was brought up?
Often auto-correct will try to change the security code that you type. Check to make sure that isn’t happening and that you can see the code is typed in correctly.