SafeNet Setup guidesTroubleshooting
The common problems, what causes them and how to fix them.
The login page does not appear
| Setup | Check |
|---|---|
| All | Open http://neverssl.com (plain http, not https). Phones only show the login page for plain web pages. |
| Omada | The portal is attached to the right Wi-Fi name, and radius.safezonetz.com is in Pre-Authentication Access. |
| Gateway box | The access point's own DHCP server is off and the phone got an address like 10.10.0.x. If it got another address, the access point is still handing out addresses. |
| MikroTik | The hotspot runs on the interface guests join (IP → Hotspot). |
"That code isn't valid"
- Check the code was made in the same SafeNet account as the Wi-Fi.
- Look at Vouchers: the code may be expired or disabled.
- Auth Logs shows every login attempt and whether it was accepted.
"This code is already being used on another device"
The code allows one device at a time (or the number set on the package). The guest can use it again on the same phone. To move it to a new phone, click Disconnect on the Live page, or wait 10 minutes after the old phone goes offline.
"Your code is fine, but the Wi-Fi didn't accept the login"
Omada only. SafeNet checked the code but the Omada Controller refused to let the phone online. The exact reason shows on SafeNet's Sites page next to Omada. For a brand-new site, wait 5 minutes and try again. If it continues, contact support.
Payment problems
- No PIN prompt on the phone: check the number and the network chosen. The guest can press "I've paid, check again" after paying.
- "This network isn't available": not every network is supported by the payment provider. The guest can pick another network or use a voucher.
- Every payment, with its status and reason, is on the Payments page.
Omada access point problems
- It never appears in SafeNet's controller: check the location's internet works, the controller address is exactly
radius.safezonetz.com, and the firmware is up to date. - It was set up with a TP-Link cloud account: remove it from that account ("Forget") or reset it, then follow the Omada guide again.
- It shows Disconnected: the location's internet or the access point's power is off. Guests already online stay online, and it reconnects by itself when the internet returns.
A gateway or router shows offline
The dashboard shows each device as Online (reported in the last 3 minutes), Slow to report (3–15 minutes) or Offline. Check power and internet at the location first. A gateway box comes back by itself after a power cut if its BIOS is set to power on after power loss.
Still stuck?
Contact SafeNet support on 0615898768 with your site name, what you see (a photo of the screen helps), and the time it happened.