Help

Get connected in 4 steps

1. Start: tap your personal link, or sign up at clearport.io. In WeChat, tap ⋯ → Open in Browser first.
2. Install: get the app for your device from Downloads.
3. Sign in: open your personal link again. The app opens signed in, no password.
4. Turn on: tap Allow when your phone asks, then Connect.

Check it works

1. WhatsApp and google.com open, and baidu.com is still fast.

App opened signed out? Open your personal link again, or paste it into the app. No Google Play? It doesn’t work in China: use the direct download on the Downloads page. Your first week is free, and nothing is charged automatically. When it ends: open your account → Pay or renew, pay by WeChat, Alipay, PayMe, Venmo or Zelle, and tap I paid.

Try this

1. Quit the app properly: right-click the Clearport icon near the clock → Quit (not the window’s ×).
2. Open it again.
3. Happens every day? Switch the mode to Anywhere.

Still stuck? Send us the log first (see the steps above).

Try this

1. Ctrl+Shift+Esc → end every Clearport Roam process.
2. Open the app again from the Start menu. Browsing comes back.
3. Still no browsing? Settings → Network & Internet → Proxy → turn off Use a proxy server.

Still stuck? If it happens more than once a week, tell us.

Try this

1. Switch the mode to Anywhere. It works on strict networks.
2. Your own router? Turn off its security add-on (“AiProtection”, “Armor”, “HomeShield” or similar).

Still stuck? Tell us the network’s name and where it is.

Try this

1. Tell us the site or app, and your mode (Automatic, Fast or Anywhere).
2. We usually fix it on our side the same day.

Try this

1. On a device that works: Account → Add this account to another device.
2. Open that link on the new device in Safari or Chrome (not inside WeChat), or type the code into the app.
3. Keep your first device. No need to remove it.

Still stuck? If the app says the code is wrong, message us.

Try this

1. Solo covers 2 devices, Family 5, Unlimited 10.
2. Remove old ones: Account → Devices → Remove (the one with no recent date).
3. Not sure which is which? Ask us before removing anything.

Still stuck? Need more? Message us. A plan change takes a minute; more than 10 devices, ask us for a quote.

Try this

1. No. Phones reconnect after they sleep. Dozens a day is normal.

Still stuck? Tell us if it happens while you’re using it (video freezing, pages stalling).

Try this

1. Automatic: picks for you. Leave it here unless a fix on this page says otherwise.
2. Fast: the quickest route. Most networks are fine with it.
3. Anywhere: for strict networks and laptops that sleep a lot. A little slower.

Try this

1. Set your language and region at google.com/preferences.
2. Or make your browser search with https://www.google.com/search?q=%s&gl=us&hl=en.

Try this

1. Try the update once more (fixed on 24 August).

Still stuck? Tell us the box model and we’ll send the right version.

Try this

1. One device or all of them? If everything is offline it is the connection; if it is one phone or laptop, the fix is on that device.
2. Restart the device that has trouble: Wi-Fi off and on, or reboot it.
3. Still stuck on everything? Unplug your provider’s box and the Clearport router, wait 30 seconds, plug the provider’s box in first, wait for its lights, then the Clearport router. Give it 2–3 minutes.
4. Check you are on your Clearport Wi-Fi, not a neighbour’s, a guest network or an old network name.

Try this

1. Tell us which device. Some are deliberately kept on the local route, and we’ll say which and why.
2. Just rebooted? Wait two minutes.

Try this

1. Tell us the service, the device it plays on, and the time it happens.
2. We can move you to a route that holds up better in the evening.

Try this

1. Tell us the app, what you played (live or on-demand) and roughly when.
2. We add what’s missing, usually in one round.

Try this

1. Wait three minutes.
2. If your router has a USB stick, check it’s pushed in firmly.

Still stuck? Message us. We can usually see what’s wrong from here.

Try this

1. Nothing to do on your side. We check your line every ten minutes.
2. Tell us what’s unusable (calls, TV) and when, and we can switch your route.

Try this

1. Without asking: routing for services you told us about, our own updates, restarting our own services.
2. Never without asking: rebooting your router, changing your Wi-Fi name or password, interrupting a stream.

Still stuck? Something changed and we didn’t tell you? Say so. We want to know.

Try this

1. Set that device’s Wi-Fi back to Automatic (DHCP). On phones also turn off any Private DNS set to a specific server.
2. If you installed a separate app that reroutes that device’s internet, turn it off at home. Clearport already handles it on the home network.
3. In the browser, set Secure DNS to Off / use system.

Try this

1. Look for a big download somewhere in the house: a file-sharing app, a console updating, a cloud backup, a TV downloading a show. Pause it and try again.
2. If it keeps happening, tell us. We can see the line from our end and tune it.

Try this

1. Wi-Fi fades through walls and floors. If a room is consistently weak we add a second unit, with no change to your monthly price. Message us.

Try this

1. The backup is optional. If your broadband drops, the router switches to a data SIM in seconds and back again when the line returns. You never touch a setting.
2. You provide the SIM, in your own name with the carrier (real-name registered, nano size). It stays yours; we never resell data. A modest plan is plenty, it only carries traffic while the line is down.
3. Best: a Hong Kong data SIM (CMHK, 3HK, Club Sim, SmarTone), bought at a HK 7-Eleven or ordered online via Klook or Trip.com. Also fine: a mainland SIM (China Mobile, Unicom, Telecom).
4. Not sure what to get? Say so when booking and we walk you through ordering one at install, for a small concierge fee. We check the mobile signal at your address first.