How to Tell if My Gateway Is Connected
Check gateway connection status in the dashboard and on-site.
The dashboard shows a live connection badge for each gateway assigned to a trip, so you can confirm the hub is online before curfew.
Gateway status appears on the trip’s Overview tab, which is available on trip days and unlocks once monitoring is paid for the trip (or a purchase order has been received). Before then, the Overview shows a billing prompt instead of device status.
Open the Trip’s Overview Tab
Go to Trips and open the trip. On trip days, Overview is the first tab.
Check the Badge
Under Gateways, each gateway shows either a Connected or Disconnected badge. When a gateway is disconnected, the card also shows Last connected: with the date and time it was last online — or a dash if it has never connected.
The badge updates automatically from the gateway’s cellular connection — you don’t need to refresh or re-pair anything.
If the Gateway Shows Disconnected
- Confirm the gateway is plugged in and the outlet has power (some hotel outlets are switched).
- Move the gateway to a different spot — cellular signal can be weak in interior hallways; nearer a window often helps.
- Give it a few minutes after powering on or moving it, then check the badge again.
- Still disconnected? Contact support with the gateway’s serial number.