Support

Send a request from the app

Describe what happened and add a reply email if you would like a response. App and iOS version details are optional. Saved network names, passwords, location and diagnostic logs are not attached automatically.

After your request is stored, the app shows a reference beginning WFC. Keep it for follow-up. If submission is interrupted, retry the same draft; the app can recover the existing receipt if your request already arrived. A received reference confirms storage of the request, not a promised response time.

If you follow up by email, include the reference if you have one.

A hotspot does not work

Check its source date and access conditions. Venue opening hours, changed passwords and sign-in pages can affect availability. A map listing does not establish that you are within radio range.

When reporting a listing, include its public name, source and approximate location. Never include a private network password.

Update the catalogue

Open Downloads to see the catalogue stored on your phone and its last update. Basic catalogue updates are free and need internet access. The app also checks for updates when opened, subject to its refresh interval. If a download fails, it keeps the last valid catalogue.

Source retrieval dates and original publication dates are different. A newly downloaded file can contain historical source observations.

Use a downloaded map

With Plus, choose a supported region in Downloads, check its coverage and size, then download it while connected. Open the saved region after it is ready to use its map, labels and included hotspot details offline.

The first region covers Sydney CBD, the Inner West and Homebush. A failed update keeps the previously saved region. Already downloaded maps remain usable after Plus ends. External websites and online directions still need a connection.

Purchases and private networks

Use Restore Purchases in Settings with the Apple Account used for your subscription. Manage billing or cancellation in Apple's subscription settings. Apple handles refund requests.

Your private notebook is stored only on the device. Support cannot read, recover or transfer its passwords. Remove an entry in the app when you no longer want to keep it. iOS may separately remember joined networks in Settings > Wi-Fi.

Manage Apple subscriptions

Request an Apple refund