Welcome better / Note 15
Create a guest WiFi help card
A compact help card for guests who reach the venue but not the internet.
Start with the decision.
A help card should begin where the guest is stuck. Keep it separate from promotional copy and use the exact network name. The goal is to guide an observation and route the issue, not to make guests troubleshoot your infrastructure.
Three moves to make.
Start with the visible step
Ask whether the guest can see the network, join it and see the welcome. Present these as short questions so staff can identify the first missing step.
Offer safe guidance
Use the troubleshooting instructions approved for your network. Avoid asking guests to install certificates, share passwords or bypass browser security warnings.
Give a human route
Name a service point and the details staff can collect. Tell staff where to escalate if the documented steps do not resolve the issue.
What it could look like.
Card text: “Having trouble connecting? Tell us whether you can see [network], whether your device joins it, and whether the welcome appears. Our team at [desk] can help.” Replace every bracket before printing.
Make the idea concrete.
Use these five prompts with your team. The downloadable text worksheet includes the prompts, practical steps and review check. Save it, edit it or print it.
- Guest networkRecord your decision and the evidence behind it.
- Expected welcomeRecord your decision and the evidence behind it.
- Approved help stepsRecord your decision and the evidence behind it.
- Service pointRecord your decision and the evidence behind it.
- Escalation ownerRecord your decision and the evidence behind it.
The final check.
Test the card with a colleague who did not write it. Record which question identified the issue and where the instructions became unclear.
Do not make a guest provide their browsing history or email inbox to demonstrate a connection problem.
Should the help card include technical commands?
Usually not. Keep guest instructions simple and put administrator diagnostics in a separate support procedure.
Meet your next connection.
See the guest journey in the interactive demo or prepare a setup plan for your venue. For current features and allowances, review the pricing page.