Contact Support

Can't find what you need in the documentation? Our support team is here to help.

Support Channels

Channel	Details	Availability
Support ticket	my.captifi.io → Help & Support	Any time — tracked in your dashboard
Email	support@captifi.io	Mon-Fri, 9am-5pm UK time
Live Chat	Available on captifi.io	Mon-Fri, 9am-5pm UK time
System status	status.captifi.io	Always on

Average Response Times

• Email / tickets — Within 4 business hours
• Live Chat — Under 5 minutes during business hours

Before You Contact Us

To help us resolve your issue quickly, please have the following ready:

1. Your venue name — as shown in your CaptiFi dashboard
2. Your account email — the email you registered with
3. Device serial number — found on the label underneath your CaptiFi device
4. Description of the issue — what happened, what you expected, and any error messages
5. Screenshots — if the issue is visual (dashboard errors, splash page problems)

Common Resources

Before reaching out, these pages may help:

• Common Issues & Solutions — fixes for the most frequent problems
• LED Status Guide — understand what your device LEDs mean
• Reset Guide — how to factory reset your device
• Network Troubleshooting — WiFi and connectivity diagnostics
• FAQ — answers to frequently asked questions
• Billing FAQ — subscription, payment, and refund questions

Request a Feature

Have an idea for a new feature? We'd love to hear it:

• Email: support@captifi.io
• Subject line: Feature Request — [Brief description]

We review all feature requests and prioritise based on customer demand.

Report a Bug

Found something not working correctly?

• Email: support@captifi.io
• Subject line: Bug Report — [Brief description]
• Include: Steps to reproduce, what you expected, what happened instead, and any screenshots

Sales & Partnerships

Enquiry	Contact
New customers	captifi.io/#contact
General & billing	hello@captifi.io
Partnerships	partners@captifi.io