In this article, you’ll learn what Stampede Support is responsible for when assisting with Guest Wi-Fi and the Captive Portal, and when your IT provider should step in. We’ll clearly outline what’s managed by Stampede, what falls under your IT team’s scope, and when to contact each for help.
What Stampede Supports
Once a guest connects to your Wi-Fi and is redirected to the Stampede Captive Portal, our Support Team steps in. From here, we take care of everything on the guest-facing side ensuring your portal looks great, functions smoothly, and captures data correctly.
Here’s what we look after:
Captive Portal Page
Landing page design, branding, and layout.
Login flow (email, SMS, or social login, if enabled).
Guest-facing messages or errors displayed on the portal.
Data Capture & Authentication Flow
Secure collection and storage of guest data (email, permissions, opt-ins).
Authentication between the guest device and Stampede systems.
Testing and verifying redirection to the internet once connected.
Stampede Platform Configuration
Portal settings in your Stampede Dashboard.
Uploading artwork, terms & conditions, and consent text.
Viewing guest insights, analytics, and reporting.
Supported Hardware (Stampede-Managed)
Guidance and setup for supported hardware (UniFi, MikroTik).
Configuration for Stampede-supplied hardware.
Confirming compatibility and correct portal integration.
Working Together: Your IT Provider’s Role
While Stampede manages everything that happens once guests reach the Captive Portal, some parts of your Wi-Fi setup are best handled by your IT provider or network administrator.
These steps take place before the portal loads and ensure that guests can connect to the internet in the first place.
Network & Connectivity
Your IT team takes care of:
Internet or bandwidth stability.
Router or modem access, firmware updates, and resets.
Firewall, DNS, VLAN, and DHCP configurations.
Device & Access Settings
Your IT provider is also best placed to:
Manage MAC address settings or randomisation.
Whitelist or restrict specific devices.
Adjust router login or admin settings.
Connection & Security
If a router login screen appears (e.g., MikroTik login), it usually means the network is directing traffic before reaching the Stampede portal.
Any admin credentials, security prompts, or 2FA requests come from your venue’s network — not Stampede.
In Summary
Think of it like this: your IT provider manages the Wi-Fi signal, and Stampede manages the guest experience once they connect.
Together, we make sure guests enjoy a seamless connection journey from logging on to staying connected.
When to Contact Stampede Support vs. Your IT Team
Use the quick guide below to know who to contact:
| Scenario | Contact Your IT Team | Contact Stampede Support |
|---|---|---|
| Wi-Fi not connecting (400 errors) | ✅ | ❌ |
| Device authentication issues (400 errors) | ✅ | ❌ |
| Billing access or subscription error | ❌ | ✅ |
| Page not loading / bug on Stampede platform | ❌ | ✅ |
| Incorrect access rights for staff member | ❌ | ✅ or your Account Admin if self-managed |
Need a Hand?
If you’re unsure whether an issue sits with Stampede or your IT provider, don’t worry our team can help point you in the right direction.
Visit our Hardware Section for more articles or reach out to support@stampede.ai.