Troubleshooting: Member Didn’t Receive Their WiFi Credentials

Why This Happens (Root Cause)

Essensys automatically sends WiFi credential emails to new users when they are added to Platform. If the member doesn’t receive the credentials, the cause is typically one of the following:
• The email address entered during onboarding is incorrect or mistyped.
• The email was delivered to the Spam or Junk folder.
• The member’s company network or device firewall blocked messages from Essensys.
• In rare cases, the credentials email failed to send due to a Platform sync issue.

Common Symptoms

• “The member never got their WiFi login email.”
• “They can’t find any message from Essensys.”
• “They’re unable to connect their personal device to Studio WiFi.”
• “Company laptops can’t receive the credentials email.”

How to Fix It (Action Steps)

1. Confirm the Email Address
   • Verify the email provided during onboarding is accurate and was entered correctly into Platform (Essensys).
   • If incorrect, update the email and re-provision the account.

2. Have the Member Check Spam/Junk Folders
   • Ask the member to search for an email from no_reply@essensys.tech.
   • Instruct them to whitelist no_reply@essensys.tech to prevent future filtering.

3. Ask if the Device is Personal or Company-Issued
   • If it’s a company-issued device, corporate firewalls may be blocking Essensys emails.
   • Ask the member or their IT department to whitelist no_reply@essensys.tech.

4. Additional Troubleshooting (Mac Users)
   Some MacBooks with the “Private Wi-Fi Address” feature enabled may have connection issues even after credentials are received.

   • Open System Settings → Wi-Fi.

   • Click Details or More Info next to the connected network.

   • Toggle Private Wi-Fi Address → Off.

   • Reconnect to the network using the correct credentials.

5. If Credentials Still Not Received
   • If all steps above are completed and the credentials email still hasn’t been received, submit a Yardi Technical Support ticket with the issue type “Tech/Network Access Issue.”
   • Include the member’s name, email, device type, and location. Studio Support will coordinate with Essensys to reissue or reset the credentials.

Quick Summary

• Root Cause: Incorrect email, spam filtering, or firewall blocking the automated credentials email from Essensys.
• Fix: Verify email accuracy, check spam/junk for no_reply@essensys.tech, whitelist sender, and submit a ticket if credentials still aren’t received.
• System Behavior: Essensys automatically provisions credentials upon onboarding; reissuing requires Support intervention if the initial email fails.

Tags

Platform, Essensys, WiFi credentials, onboarding, network access, no_reply@essensys.tech, member setup, firewall, MacBook WiFi, technical issue, Studio Support.