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Connecting to & using WiFi hotspots

I am at a public WiFi hotspot, but how do I know if it belongs to the Trustive network?

You will know that you are at a Trustive WiFi hotspot, if:

  • Trustive is listed on the WiFi hotspot's home/landing page as a roaming partner.
  • If you are using one of Trustive’s WiFi clients (MyHotspotter or Easy WiFi), any WiFi hotspot that is part of the Trustive network will appear on your list of available wireless networks with the Trustive logo clearly visible next to the network name.

If you would like to check the SSID (network name) of any Trustive WiFi hotspot you may wish to use in the future, visit Trustive’s WiFi locator.

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How can I find a Trustive WiFi hotspot?

The Trustive network includes 700,000 WiFi hotspots in 100 countries worldwide. You can search for Trustive’s WiFi hotspots by consulting Trustive’s online WiFi locator. Depending on your preferences, you can search for WiFi hotspots in the following ways:

  1. Freestyle searches enable you to find all the WiFi hotspots near an address (street name, town and/or postcode) that you type in.
  2. Browse the WiFi hotspot directory to find all the Trustive WiFi hotspots in any given country and/or town.
  3. Filters may be applied when browsing or searching to refine your search using specific criteria such as geographical location, hotspot type (e.g. airport, hotel etc.), etc.

 

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How do I log in with my Trustive WiFi pass?

You can use your Trustive account from any WiFi enabled device that has an internet browser (e.g. Internet Explorer, Mozilla Firefox or Safari). To learn how to log in at any Trustive WiFi hotspot using your web browser, click here to watch a short video guide.

Alternatively, download Trustive's WiFi software (connection management tool) that detects Trustive WiFi hotspots and enables customers to log in with just one click. Click here to learn more about Trustive's range of WiFi software.

 

 

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Trustive’s WiFi hotspots have various SSIDs (WiFi network names) because Trustive partners with 70+ hotspot operators. The most popular SSIDs include:

  • Internet
  • Beeline_WiFi
  • BTOpenzone
  • Cph
  • Free-hotspot.com
  • Hubtelecom
  • KPN
  • Linkem
  • M3-connect
  • M3connect
  • Mobile
  • Monzoon
  • Netpoint
  • Nnu
  • NNU-WiFi
  • Telefonica
  • Telenthotspot
  • Wayport
  • Wayport_Access
  • Wiera

If you would like to check the SSID of a Trustive WiFi hotspot you may wish to use in the future go to Trustive’s WiFi hotspot directory. Alternatively, use one of Trustive’s WiFi clients, which automatically detect and alert you whenever you are at a Trustive WiFi hotspot.

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I can’t log in at a Trustive WiFi hotspot! What should I do?

If you are unable to log in at a Trustive WiFi hotspot, try the following:

  • Restart your computer or WiFi enabled device as this will often solve connection problems.
  • Check that your ‘Wireless LAN’ is enabled and that it hasn’t accidentally been deactivated.

If you are trying to connect via your internet browser you should also:

  • Check your WiFi signal by right clicking on the ‘wireless’ icon in your system tray. Click on the Trustive WiFi hotspots SSID from the list of available signals presented in order to connect to it.
  • If your internet browser displays an error message such as “page cannot be displayed”, type a public website address (e.g. www.google.com) into the address bar. You should then be automatically redirected to the WiFi hotspots own landing page so that you can log in.
  • Check that you are typing your Trustive username and password all in lower case and that you have remembered to include the “trustive/” prefix in front of your username.

If you are trying to connect using one of Trustive’s WiFi clients you should also:

  • Re-start your WiFi client.
  • Try logging in using via your web browser (watch this video guide for more information)

If despite doing all the above, you are still unable to log in at a Trustive WiFi hotspot, please contact us. Click here to access our online support chat service, which is available between 09h00 and 17h00 CET from Monday to Friday. Alternatively, please send us an e-mail next time you are online providing the following information:

  • Name and address of the WiFi hotspot
  • Date and time that you tried to connect
  • Your Trustive username
  • State how you were trying to connect (web log in or MyHotspotter for MacBook) along with what device you were using at the time (i.e. iPhone, MacBook etc...)
  • Explanation about what difficulties you encountered including any error messages you may have seen. If possible, please include screenshots as these are very helpful.

Your feedback is very important to us and we investigate each and every e-mail we receive of this nature.

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How close do I have to be to a WiFi hotspot in order to have a reliable and stable connection?

You will need to be within 30 to 80 metres of a WiFi hotspot to allow for a reliable and stable connection.

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How fast a connection will I have at a Trustive WiFi hotspot?

The download speed varies from one WiFi hotspot to another, but it should always be a minimum of 512Kbps.

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How do I connect to banking, financial institutions, shopping and other secure internet sites?

Trustive’s Enhanced WiFi Security feature is a Cisco based, web encryption system. Any website that is accessed from within Trustive’s secure web browser is encrypted, allowing customers to complete that hotel booking or online purchase in the knowledge that their personal, sensitive data is protected in exactly the same way as if a user was logged in on his home network.

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Can I use VoIP services (e.g. Skype), streaming video or video conferencing at a Trustive WiFI hotspot?

Yes, once you have successfully logged in at a Trustive hotspot you can use Skype, Google  Talk, MSN Messenger or any other web application you wish in order to make and receive (video) conference calls.

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Can I use the Trustive service on my Skype / WiFi phone?

Yes, you can use your Trustive account from any WiFi enabled device that has an internet browser  (e.g. Internet Explorer, Mozilla Firefox  or Safari). To learn how to log in at any Trustive WiFi hotspots via your web browser, watch this video guide.

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Can I use my Trustive WiFi pass to access the internet from home?

Trustive is not a home internet service provider and so you cannot use your Trustive WiFi access account to have internet access at home. Trustive offers internet access via WiFi hotspots located in, for example, airports, restaurants and bars, convention centres, campsites and hotels. Click here to consult Trustive’s online WiFi hotspot directory.

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My Account & Billing Questions

How do I become a Trustive customer?

To become a Trustive customer you simply need to buy your WiFi pass and then follow the onscreen instructions in order to select the WiFi access account that best suits your needs and set up your account.

Your Trustive username and password will be displayed on screen at the end of the registration process so that you can start using Trustive’s WiFi access service straight away. You will also receive an e-mail confirming your registration, re-confirming your Trustive username and password and including your invoice.

New customer? Start here!

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I forgot my Trustive username and/or password!

Please contact Trustive’s Customer Support Centre by e-mail (support@trustive.com) or using Trustive’s online chat support service. You will need to provide us with your full name as well as your registered postal and e-mail addresses so that we can identify your WiFi pass.

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Can I personalise my Trustive username and password?

Unfortunately we are unable to personalise customers’ usernames. However, if you wish to personalise your password, please log in to Trustive’s account manager and click on the ‘Change Password’ tab. New passwords must be alphanumeric and contain between 6 and 8 characters.

If you use one of Trustive’s WiFi clients, please do not forget to then update your WiFi client with your new password.
Unfortunately Easy WiFi customers are unable to personalise their passwords at this time.

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Where can I see my Trustive WiFi access account details and usage history?

You can access your Trustive WiFi access account details and real time usage history in 2 ways:

  1. Using Trustive’s website: log in to Trustive’s account manager to view your account details, usage history, be able to access and download old invoices, change your password, introduce a friend to Trustive and view your Trustive loyalty points balance. This interface also allows pre-paid WiFi pass customers to view their account balance and top up their accounts.
  2. Using one of Trustive’s WiFi clients

 

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How do I see how much time I have used/left on my Trustive WiFi access account?

Your remaining WiFi access account credit (time or Euros) is displayed on screen during the login process every time you log in at a Trustive hotspot.

If you would like to check your account balance at any other time, then the My Account section provides you with full details about your account, including a real-time overview of your WiFi usage history and your current balance. Prepaid WiFi access account customers can use the top up button on the My Account homepage to add more credit to their accounts if needed.

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How do I top up my pre-paid account?

If you wish to top-up your Trustive pre-paid account, log in to Trustive’s account manager and then click on the top up button on the ‘My Account’ page.

Alternatively, if you use one of Trustive’s WiFi clients, simply log in to any Trustive WiFi hotspot and then click on the ‘top up’ button on the MyHotspotter or Easy WiFi interface.

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How will I be charged every month if I have a Trustive World or Trustive World Secure WiFi access account?

Each month, Trustive World and Trustive World Secure account holders will have the cost of their wireless internet  subscription automatically deducted from the credit card that they provided during the registration process. An invoice will also be sent automatically to the customer’s registered e-mail address.

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Do I receive an invoice?

If you have a subscription WiFi access account, then Trustive will automatically send an invoice to your registered e-mail account every month.

If you have a Trustive pre-paid WiFi access account, then invoices will automatically be sent to your registered e-mail address each time you purchase a top-up.

If you would like to refer to and/or download your old invoices, log in to the My Account page and then click on the ‘Invoices’ page.

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Do I need to pay VAT?

There is no VAT applicable on any of Trustive’s pre-paid WiFi access accounts. VAT (at UK standard rate) is applicable on all Trustive’s subscription WiFi access accounts for European residents.

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How do I update my credit card information?

Prepaid customers can update their credit card information at any time by logging in to Trustive’s My Account page, clicking on ‘Account details’ and then clicking on ‘Edit your personal details’. Your credit card information can then be updated using the box at the bottom of this page.

Customers with monthly subscriptions (e.g. Trustive World or Trustive World Secure) should e-mail Trustive’s Customer Support Centre (support@trustive.com) when they need to update their credit card details. Please quote your Trustive username in this e-mail and we will activate the update payment details feature in your My Account page so that you can update your credit card details in just the same way as prepaid customers.

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How do I close my monthly subscription (e.g. Trustive World or Trustive World secure) WiFi pass?

If you wish to close your monthly subscription WiFi access account, you simply need to send an e-mail notification to this effect to Trustive’s Customer Support Centre (support@trustive.com) providing 1 full billing month’s notice. The closure of your account will only be complete once you have received an e-mail back from Trustive confirming that your cancellation request has been processed.

Please remember that there is a minimum contract period of 6 months for World Secure account holders and after this period, one full billing month’s notice of cancellation is required in order to terminate this type of WiFi access account.

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Will my personal information be shared with other companies?

No, we will never share your personal information with anyone else. Please refer to our privacy policy for more information.

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Trustive's Enhanced WiFi Security Feature

What is Trustive’s Enhanced WiFi Security feature?

Trustive’s Enhanced WiFi Security feature is a Cisco based, web encryption system. Any website that is accessed from within Trustive’s secure web browser is encrypted, allowing customers to complete that hotel booking or online purchase in the knowledge that their personal, sensitive data is protected in exactly the same way as if a user was logged in on his home network.

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How do I use Trustive’s Enhanced WiFi Security?

For customers who log in using a Trustive WiFi client (MyHotspotter), use Trustive’s Enhanced WiFi Security feature from any Trustive WiFi hotspot by:

  • Double click on the Trustive WiFi hotspot (listed in the ‘Available WiFi Signals’ window) to log in.
  • Click on the ‘Enhanced WiFi Security’ icon to open Trustive’s Secure Web Browser.
  • Follow the navigation instructions that are shown on the Secure Web Browser’s homepage in order to protect your web session.

For customers who log in using their web browsers:

  • When customers reach the Trustive branded web login page, tick the box to activate the Enhanced WiFi Security feature and then follow the navigation instructions that are shown on the Secure Web Browsers homepage in order to protect your web session.

Note: if your Trustive WiFi access account does not include access to Trustive’s Enhanced WiFi Security feature, then when you activate this service (by clicking on the corresponding MyHotspotter icon tick the web login Enhanced WiFi Security tick box), you will automatically be invited to upgrade your Trustive WiFi access account.

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Trustive’s WiFi software - General information

What is Trustive's WiFi software?

Trustive's WiFi software (connection management software) detects Trustive WiFi hotspots and enables customers to log in with their Trustive WiFi access accounts with just one click.

Trustive currently has the following WiFi clients:

  • MyHotspotter for ASUS Eee PC (Linux)
  • MyHotspotter for Google Phone (Android)
  • MyHotspotter for Mac OS X (Leopard)
  • MyHotspotter for Windows (XP, Vista & Windows 7)
  • Easy WiFi for iPhone & iPod Touch

MyHotspotter and/or Easy WiFi will enhance your overall hotspot experience at home, in the office, at a hotspot that is not yet part of the Trustive network and of course at all of Trustive's WiFi hotspots.

Click here to download your FREE WiFi software from Trustive's Download Centre.

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Do I have to use Trustive's WiFi software to connect to Trustive WiFi hotspots?

No, Trustive’s WiFi software is not mandatory and you can connect to Trustive WiFi hotspots as a Trustive customer using your web browser. However, if you are a frequent customer and want to connect to a WiFi hotspot with the simplicity of just one click, then MyHotspotter is highly recommended!

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How do I upgrade Trustive's WiFi software?

From time to time, new and improved versions of Trustive’s WiFi client, MyHotspotter, will be released. In order to check if a new version is available, click on the ‘Setting’ icon and click on ‘software update.’

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How do I top up my Trustive prepaid WiFi pass using Trustive's WiFi client?

Once you have logged in to any Trustive WiFi hotspot using Trustive's WiFi client, click on the green ‘top up’ button on the interface in order to purchase more credit.

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WiFi software for ASUS Eee PC (Linux) - MyHotspotter

What are the system requirements for running MyHotspotter for ASUS Eee PC?

The minimum system requirements are:

  • EeePC running Linux original operating system

Trustive also has WiFi clients for other platforms including Windows XP, Vista or Windows 7, Mac, the iPhone and iPod Touch and the Google Phone. For more details, please go to Trustive’s WiFi Client Download Centre.

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How do I download MyHotspotter for ASUS Eee PC?

Trustive’s WiFi client, MyHotspotter for ASUS Eee PC, is available for free download from Trustive’s WiFi Client Download Centre.

Download is quick, installation is automatic and it contains no spyware!

Click here to watch a brief video guide explaining how to download, install and connect using MyHotspotter.

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How do I connect to a Trustive WiFi hotspot using MyHotspotter for ASUS Eee PC?

Connecting to Trustive WiFi hotspots is very simple with MyHotspotter for ASUS Eee  PC. Check out this video guide or follow the instructions below:

  • Launch MyHotspotter if it is not already running.
  • When you are at a Trustive hotspot, a pop-up will automatically appear notifying you that you are at a Trustive WiFi hotspot.
  • Double click on the Trustive logo in the pop-up.
  • Providing that you have already saved your Trustive username and password in the ‘Account’ section, MyHotspotter will then automatically connect and log in for you.
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Can I use MyHotspotter for ASUS Eee PC at non-Trustive hotspots?

Yes - MyHotspotter will communicate with your Eee PC’s own favourite WiFi networks list and enable you to also log in to these WiFi networks with just one click.

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How do I uninstall MyHotspotter for ASUS Eee PC from my computer?

If you no longer wish to use Trustive’s WiFi client, MyHotspotter for ASUS Eee PC, Trustive recommends that you do the following:

  1. Start a terminal session (CTRL + ALT + T)
  2. Copy or type following command into the terminal and then hit enter: sudo apt-get remove myhotspotter
  3. Confirm that you wish to uninstall the MyHotspotter software by typing Y

You can still use your Trustive WiFi access account by logging in using your web browser at any Trustive hotspot. Click here for more information about logging in using your web browser or click here to watch a video guide.

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WiFi software for (Google) Android Phone - Trustive WiFi

What are the system requirements for running Trustive WiFi for Android?

The minimum system requirements are:

  • Android ™ 1.5 and above

Trustive also has WiFi clients for other platforms including Windows XP, Vista and Windows 7, Mac, ASUS Eee PC and the iPhone and iPod Touch. For more details, please go to Trustive’s WiFi Client Download Centre.

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How do I download Trustive WiFi for Android?

Using your Google Phone, search for ‘Trustive WiFi’ in the Android Market and then click on the Trustive WiFi app to begin the download and automatic installation. For further help getting started with Trustive WiFi for Android, please watch this short video guide.

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How do I connect to a Trustive WiFi hotspot using Trustive WiFi for Android?

Connecting to Trustive WiFi hotspots is very simple with Trustive WiFi for Android. Click here to view a short video guide or follow the instructions below:

  1. Press the "Refresh WiFi list" button to scan for available WiFi networks and update the list of available SSIDs. Note:  networks in bold are already configured and remembered, orange networks are ones that belong to the Trustive network.
  2. Select the network you wish to connect to from the list of available WiFi networks (in the lower half of the screen) by clicking on it.
  3. When you have finished your session, simply click on the "Log Out" button to terminate your session and log out.
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Troubleshooting: You click on a network in the available WiFi signals list but nothing happens…

There are 3 main reasons why you might encounter this problem:

  1. The network isn't there anymore: click on "Refresh WiFi List" to check if that network is really still available.
  2. The network's signal strength is too poor: try to get closer to the hotspot. Also note that trees, leaves, metal objects and thick walls all weaken the signal strength.
  3. The Android WiFi manager is stuck: this is pretty rare, but can happen. To fix it, open the Android WiFi manager (shortcut in the menu), and "forget" the network you're trying to connect to. Then go back to the app and try again.
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Getting to know Trustive WiFi for Android’s Menu

Press the "menu" button on your device to access Trustive WiFi’s menu:

  • Topup my account: use this button whenever you need to add credit to your Trustive prepaid WiFi pass.
  • Find hotspots: consult Trustive’s WiFi hotspot directory to find Trustive hotspots located in or close to a specific address, street, city or country…
  • Update Trustive SSIDs: use this button to manually update the Trustive hotspot directory (this is done once a day for you automatically).
  • Manage WiFi: click here to open the default Android WiFi manager so that you can configure access for a private WiFi network.
  • Settings: in this menu you can configure 3 things:
    • Configure your Trustive credentials (username and password)
    • Activate/deactivate the "auto connect" option. If activated, the auto connect option enables MyHotspotter to automatically connect to any available Trustive hotspot when it is launched.
    • Activate/deactivate the “save logs” option. Use this feature if you encounter a problem with MyHotspotter for Android and would like to help us to make the application better for you.
      In this instance, activate the “save logs” feature and then play the scenario that reproduces the problem you’ve encountered. On exiting the app, MyHotspotter will automatically save the logs in a "myhotspotter_[date and time].txt" file on your sdcard. Please send this log file to support@trustive.com and we will investigate and respond as quickly as possible. Don’t forget to then deactivate the “save logs” option so that you don’t needlessly save all your log files!
  • Help: access the FAQs for MyHotspotter for Android
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Can I use Trustive WiFi for Android at non-Trustive hotspots?

Yes, you can use Trustive WiFi for Android to connect to non-Trustive hotspots.

Networks that are shown in bold in the available WiFi signals network are non-Trustive networks that you have already connected to using your Google Phone and for which the credentials have been saved by your Google Phone and/or MyHotspotter.

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How do I uninstall Trustive WiFi for Android from my Google Phone?

If you no longer wish to use Trustive’s WiFi client, Trustive WiFi for Android, Trustive recommends that you do the following:

  • Open the Android Market on your Google Phone
  • Go to the “downloads” tab
  • Select the Myhotspotter app
  • Click on the “uninstall” button

You can still use your Trustive WiFi access account by logging in using your web browser at any Trustive hotspot. Click here for more information about logging in using your web browser or click here to watch a video guide.

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WiFi software for iPhone, iPad & iPod Touch - Trustive WiFi

What is Trustive WiFi?

Like MyHotspotter, Trustive WiFi is a WiFi client app (connection management software) that enables customers to log in with their Trustive WiFi access accounts to Trustive WiFi hotspots with just one click using their iPhone, iPad or iPod Touch (iTouch).

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What are the system requirements for running Trustive WiFi?

The minimum system requirements are:

  • iPhone, iPad or iPod Touch
  • Requires iPhone 2.1 software
  • iTunes Account information (password)

Trustive also has WiFi clients for other platforms including Windows XP, Vista and Windows 7, Mac, the ASUS Eee PC and Google Phone. For more details, please go to Trustive’s WiFi Client Download Centre.

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How much does Trustive WiFi cost?

Easy WiFi is free to download.

In order to be able to connect to Trustive hotspots, you will of course need to purchase a WiFi pass or input your Trustive credentials into Trustive WiFi if you are an existing Trustive customer; watch the slideshow below to learn how to configure Trustive WiFi with your existing Trustive WiFi pass in just 3 easy steps.

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Is the Trustive Enhanced WiFi Security feature available for the Trustive WiFi client?

Unfortunately this feature is not currently available for Trustive WiFi customers.

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How do I upgrade Trustive WiFi?

As with any iPhone / iPad / iPod Touch (iTouch) application, when a new version is available it appears automatically on the Apple Store and a notification will be available on your iPhone directly on the Apple Store icon.

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How do I uninstall Trustive WiFi from my iPhone, iPad or iPod Touch (iTouch)?

If you no longer wish to use Trustive’s WiFi client, Trustive WiFi, Trustive recommends that you connect your iPhone to your Mac Or PC running iTunes and that you use the application manager to remove the application.

Other option directly from the iPhone or iPad:
Press a few seconds the Trustive WiFi Icon until all the application start to vibrate. At this stage a black cross should appear on the top left corner of the icon. Click on this black cross, then confirm deletion.

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WiFi software for Mac OS X (Leopard) - MyHotspotter

What are the system requirements for running MyHotspotter for MacBook?

The minimum system requirements are:

  • Mac OS 10.5 « Leopard » on an Intel based MacBook
  • User account must have administrative rights to install MyHotspotter

Trustive also has WiFi clients for other platforms including Windows XP and Vista, ASUS Eee PC and the iPhone and iPod Touch. For more details, please go to Trustive’s WiFi Client Download Centre.

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How do I download MyHotspotter for Mac?

Trustive’s WiFi client, MyHotspotter for Mac, is available for free download from Trustive’s WiFi Client Download Centre. Download is quick, installation is automatic and it contains no spyware!

Click here to watch a brief video guide explaining how to download, install and connect using MyHotspotter.

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How do I connect to a Trustive WiFi hotspot using MyHotspotter for Mac?

Connecting to Trustive WiFi hotspots is very simple with MyHotspotter for Mac. Click here to watch a video guide or follow the instructions below:

  • Launch MyHotspotter if it is not already running
  • When you are at a Trustive hotspot, a pop-up will automatically appear notifying you that you are at a Trustive WiFi hotspot
  • Double click on the Trustive logo in the pop-up
  • Providing that you have already saved your Trustive username and password in the ‘Account’ section, MyHotspotter will then automatically connect and log in for you.
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Can I use MyHotspotter for Mac at non-Trustive hotspots?

Yes - MyHotspotter for Mac will communicate with your Mac’s own favourite WiFi networks list and enable you to also log in to these WiFi networks with just one click. The first time you use MyHotspotter to connect to a non-Trustive hotspot, you will be asked to authorise the action by the MacOS, click on ‘Always Allow’ to save this network’s log in details to MyHotspotter.

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How do I uninstall MyHotspotter for Mac from my computer?

If you no longer wish to use Trustive’s WiFi client, MyHotspotter for Mac, Trustive recommends that you:

  1. Open your Application folder
  2. Click once on the MyHotspotter folder, drag and drop it into the recycle bin
  3. Click once on the shortcut located in your dock, drag and drop into the recycle bin
  4. Empty the recycle bin

You can still use your Trustive WiFi access account by logging in using your web browser at any Trustive hotspot. Click here for more information about logging in using your web browser or click here to watch a video guide.

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WiFi software for Windows (XP, Vista & Windows 7) - MyHotspotter

What are the system requirements for running MyHotspotter for Windows?

The minimum system requirements are:

  • Microsoft® Windows® XP (Service Pack 2) or Microsoft® Windows Vista™ or Windows 7
  • User account must have administrative rights to install MyHotspotter

Trustive also has WiFi clients for other platforms including MacBook, ASUS Eee PC and the iPhone and iPod Touch. For more details, please go to Trustive’s WiFi Client Download Centre.

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How do I download MyHotspotter for Windows?

Trustive’s WiFi client, MyHotspotter for Windows, is available for free download from Trustive’s WiFi Client Download Centre. Download is quick, installation is automatic and it contains no spyware!

Click here to view a brief video guide explaining how to download, install and connect using MyHotspotter is available.

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How do I connect to a Trustive WiFi hotspot using MyHotspotter for Windows?

Connecting to Trustive WiFi hotspots is very simple with MyHotspotter for Windows. Click here to view a short video guide or follow the instructions below:

  • Launch MyHotspotter if it is not already running
  • When you are at a Trustive hotspot, a pop-up will automatically appear notifying you that you are at a Trustive WiFi hotspot
  • Double click on the Trustive logo in the pop-up
  • Providing that you have already saved your Trustive username and password in the ‘Account’ section, MyHotspotter will then automatically connect and log in for you.
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Can I use MyHotspotter for Windows at non-Trustive hotspots?

Yes - you can save your private WiFi network details as ‘favourites’ and use MyHotspotter to log in with just one click at home, in the office, at a hotspot that is not yet part of the Trustive network and of course at all of Trustive's WiFi hotspots.

Click here to check out the FAQ entry on how to save WiFi networks as ‘favourites’ for more information.

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How do I view my Trustive WiFi pass account details and usage history using MyHotspotter for Windows?

You can only access your Trustive WiFi access account details and real time usage once you are online with MyHotspotter.

MyHotspotter account iconWhen you have logged in at any Trustive WiFi hotspot using MyHotspotter, click on the 'account' icon located on the left-hand side of the MyHotspotter interface to open the account information window. Your recent WiFi hotspot usage history will be displayed in this account information window, just below your account details.

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How do I use the hotspot locator?

To access the WiFi client’s inbuilt WiFi hotspot locator tool, click on the locator icon on the left hand side of the MyHotspotter interface.

The WiFi hotspot locator has 2 functions:

  1. Browse – use the filters to browse for any and all WiFi hotspots in a specific country and/or city. You can then refine your results further by filtering based on the WiFi hotspot location type MyHotspotter browse
  2. Find – identify Trustive WiFi hotspots on or close to a specific street or postcode, by selecting the relevant country and city and then entering either the street name and/or postcode. Click ‘Find’ to display your results and then use the ‘radius’ options to expand or narrow down your search as required
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How do I save a network into the 'Favourites' list?

To save an available WiFi network into your favourites list you need to:

  1. Click on the favourites icon to open the ‘Favourites’ page in MyHotspotter.
  2. All the available WiFi networks are displayed in the ‘Available WiFi Signals’ section of the main MyHotspotter window. Double click on the WiFi network you wish to add to your favourites list.
  3. A pop-up form will open, enabling you to enter details such as the network name, your credentials and any security information required (if this is private hotspot for example).
  4. Click 'save' to add this WiFi network to your favourites list.
  5. MyHotspotter has now stored all this information and you will be able to access this WiFi network with just one click in the future.
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How do I activate or deactivate MyHotspotter for Windows’ embedded e-mail service?

At many WiFi hotspots you can send and receive e-mails without any problems. However some WiFi hotspots have blocked the e-mail port (port 25) to avoid spam. When you experience problems sending emails at a Trustive WiFi hotspot, you can activate MyHotspotter for Windows embedded  e-mail service in order to send and receive e-mails as if you were at home or in the office.

To activate (or deactivate) the embedded e-mail service, click on the ‘Start Email Service’ button located on the left-hand side of the MyHotspotter interface. Then follow the on-screen instructions in order to customise your email settings.

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Why do I have to enter an anti-spam character string when I want to send e-mails?

When MyHotspotter is used on any WiFi hotspot that is not part of the Trustive network, then each time an e-mail is sent, the customer will automatically be prompted to enter an anti-spam character string. This function has been incorporated into MyHotspotter in order to prevent people abusing the embedded e-mail service and using it to send spam e-mails.

When the embedded e-mail service is used from Trustive WiFi hotspots, no anti-spam pop-up will appear.

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I have Microsoft Outlook and MyHotspotter's embedded e-mail service doesn't work!

In order to be able to use this feature with Microsoft Office  e-mail client, please:

  1. Shut down Microsoft Office
  2. Configure MyHotspotter with your Microsoft Outlook account information
  3. Activate MyHotspotter’s embedded e-mail service
  4. Re-start MyHotspotter
  5. Launch Microsoft Office. The following updates should have automatically occurred in your Microsoft Office settings in order to enable you to send e-mails:
  • Microsoft Outlook, e-mail account settings: outgoing mail server (SMTP server) = 127.0.0.1
  • Microsoft Outlook, advanced e-mail account parameters: The ‘My SMTP server requires authentication’ box should be ticked and the ‘Connect using’ box should be ticked

If you are using a private WiFi hotspot network then you should verify the configuration of this network to ensure that SMTP (e-mail) is not blocked as standard. How you check this depends on the internet provider in question.

If this problem persists, please feel free to use our online chat support service, which is available from 9am to 5pm CET, Monday to Friday or alternatively please e-mail Trustive's Customer Support Centre: support@trustive.com. Please quote your Trustive username in all correspondence.

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Why does the MyHotspotter window look fractured?

If the PC’s font size is too large / small, then this can cause the MyHotspotter interface to look ‘fractured.’ To resolve this, customers simply need to re-set the font size back to normal (96 ppp) in their display adapter advanced properties

  • Right click on your desktop
  • Select ‘Properties’
  • Select ‘Settings’
  • Select ‘Advanced’
  • Select ‘General’
  • Change the font size (DPI) to normal (96 ppp)
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On installing MyHotspotter for Windows I get an error message saying that MyHotspotter-vx.x.x.exe is not a valid win32 application. What should I do?

If you get this error message it means that MyHotspotter installation file was corrupted during the download (this may be because the download was interrupted and/or terminated prematurely) and it is not recognised by Windows as a standard application.

In order to correct this, please download the installation file again, ensuring that the download has completely finished before launching the installation.

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On installing MyHotspotter for Windows I get a flash.ocx error message. What should I do?

‘This program requires a missing component. This program requires flash.ocx, which is not contained in this version of windows’

If you get the above error message when you install MyHotspotter for Windows it means that you do not already have a flash player installed on your PC. Flash is usually installed as standard with any Windows PC and is required in order for MyHotspotter to function.

In order to correct this, simply download and install flash (it is a free piece of software) by clicking here.

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How do I uninstall MyHotspotter for windows from my computer?

If you no longer wish to use Trustive’s WiFi client, MyHotspotter for Windows, Trustive recommends that you use the 'install or change programme' tool (located in your computer's control panel) in order to safely and completely uninstall it.

You can still use your Trustive WiFi access account by logging in using your web browser at any Trustive hotspot. Click here for more information about logging in using your web browser or click here to watch a video guide.

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