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Support
Device Help, Troubleshooting, Warranty, and Customer Support.
Find answers for common activation, service, power, password, VPN, battery, user-guide, warranty, and RMA questions.
Use email for product support questions and follow-up requests.
3940 Ruffin Rd. Suite C, San Diego, CA 92123.
FAQ & troubleshooting
Common Support Questions.
Start here for activation, service, setup, connection, VPN, SIM, battery, and device-management issues.
Why does my device show a NOT ACTIVATED message?
This usually means the device has not been correctly activated or provisioned by the wireless carrier. Contact the carrier to confirm that service is active and provisioned for the device.
Why does my device show a NO SERVICE message?
No service is often related to signal coverage or an account/service issue. Check wireless coverage in your location and confirm that the data account is active with the carrier.
Why will my device not power on?
Press and hold the power button for more than two seconds. If it still does not turn on, unplug the hotspot, remove the battery for a few moments, reinstall it, and try again.
Where can I find my Wi-Fi and admin passwords?
Quickly press the power button to view password information on the device display when supported by your model.
How do I access the web user interface or admin page?
Connect the device to your computer, open a browser, and enter the admin URL or IP address for your model. The Quick Start Guide packaged with the device lists the correct address.
Can I personalize my passwords?
Yes. You can update the Wi-Fi password, admin password, and SSID/network name through the device web user interface.
Why does my device drop connection?
Slow or dropped connections are commonly caused by weak signal reception. Check coverage and signal strength in the location where the device is being used.
Why is my device showing a SIM error?
SIM errors can indicate that the SIM is not provisioned, not seated correctly, damaged, or dirty. Check that the SIM is installed properly, then contact the wireless carrier for provisioning help.
Why can't I connect through a VPN?
VPN passthrough may be disabled. Sign in to the device web user interface and check the VPN Passthrough Mode setting under Settings, then Advanced Router.
Why does my battery not hold a charge very long?
Battery life depends on active connection time, connected-device count, network conditions, signal strength, and temperature. Batteries also naturally wear down over time.
How long does it take to fully charge my device?
Charging usually takes about three to five hours, depending on the power source and current device state. Unplug the charger after the battery is fully charged.
Can I use my device while it is always plugged in?
Supported mobile devices can run without a battery while plugged into AC power. For full-time plugged-in use, Franklin Access recommends removing the battery and running on AC power only.
How can I extend device and battery life?
Keep the device away from direct sunlight, other heat sources, wet areas, and harsh environmental conditions. For long-term storage, remove the battery. After a full charge, unplug the charger.
Warranty & RMA
Warranty Support and Defective-Device Next Steps.
1-Year Limited Warranty
Franklin Access provides a 12-month limited warranty on devices and parts from the date of purchase.
Review warrantyReview Troubleshooting First
Check the FAQ items above and confirm that service, provisioning, SIM placement, battery, charging, and signal conditions have been reviewed.
Go to FAQRequest Repair or Replacement Review
If the issue remains unresolved, submit an RMA request so support can confirm warranty eligibility for repair, exchange, or replacement.
Submit RMAStill need help?
Contact Franklin Access Support.
If the FAQ did not solve the issue, contact Franklin Access customer service with your device model, carrier, issue description, and troubleshooting steps already tried.