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1. What is my App’s expected User flow for requesting a Profile?

Android user flow:

iOS user flow:

2. Which devices are supported?

• iOS & iPadOS Version: 13.0+

• Android Version: 10.0+

3. What is a CUI number?

This is a unique identification number ( per device) that can be used to help troubleshoot when Guest has access issues: i.e.

• If device has been sent a Profile

• If device had a successfully downloaded of profile to the device

• If device has been able to connect

• If device has had any failed attempts etc.

4. Will the Passpoint profile be removed if I delete the app from my device.

Yes

5. Does the profile contain any of my PII?

No PII is stored within the profile.

1. I downloaded a profile to my device and now it will not work at the property I am staying in?

Not all properties will support Passpoint as the service is still being rolled out. You will only be able to use your profile at properties where the passpoint service has been deployed.

1. What is the expected User flow for connecting to Passpoint service when at a supported Property?

For the majority of supported devices once a profile has been successfully downloaded to your device, this will Auto-connect to Passpoint SSID when you visit the property.

However some devices may differ in how they connect:

Information on how iOS and Android decide which wireless network to auto-join:

Apple devices: https://support.apple.com/en-gb/HT202831

Android devices: https://source.android.com/devices/tech/connect/wifi-network-selection

1. I downloaded a profile to my device and it did not auto connect to the private SSID when I was at the property.

Some devices have a different behaviour when trying to connect to the WiFi using a Passpoint profile.

You may need to “Forget another Network” that your device is trying to auto connect to. Or you may need to manually click on the Passpoint SSID to connect.

Note: As this is a private network, clicking on the SSID directly will only allow access if you have a Profile installed on the device that you try to connect with.

1. How do I remove a Passpoint Profile from my device?

Use the Remove functionality on the applications UI.

2. How do I download the Passpoint Profile if I cannot connect to the WiFi without it?

You will need internet access to get onto the customers app. This can be done prior to getting to the property or using your data to access the APP.

3. Where can I find MAC address for my iOS device?

Settings > General > About

4. Where can I find MAC address for my Android device?

Settings > About Phone > (Status Information for Samsung)

5. I have a mobile device with dual Sim. Will my Passpoint profile work when I switch between Sims?

This will vary between devises.

6. I have a business device that has been issued by my company. Will I be able to request and download a Profile.

This will depend on the restrictions enabled on your device by your company. Some corporate managed devices will be blocked from accessing certain APPs.

1. A new property is being installed with Passpoint service. Do Trusted WiFi need to be informed?

Trusted WiFi will be informed when a new Licence is purchased for a Property. Trusted WiFi development team will need to be notified when a property is being enabled in a new region. This is to ensure that the Passpoint services are switched on to cover the new region.

2. A Guest is having trouble seeing options to download a profile.

Check expected behaviour as per profile and Guess access FAQs.

For further assistance connect support.

3. A Guest is having trouble downloading a profile.

Check expected behaviour as per profile and Guess access FAQs.

For further assistance connect support.

4. A Guest is having trouble connecting to the private network automatically

Check expected behaviour as per profile and Guess access FAQs.

MSP have access to tool in the Trusted WiFi platform to search CUI and check logs to see if Devices have been connected or not.