FAQs

• Install the Starlink antenna according to the instructions provided with your Starlink kit.
  • Starlink Enterprise antenna: installation instructions
  • Starlink Flat High Performance antenna: installation instructions
• Connect the power supply to the WELCOME Gateway’s power input socket.
• Using the 5m Ethernet cable from the Starlink kit, connect the Starlink Ethernet to Port 1 on the WELCOME Gateway, which is labeled ‘Starlink’.
• Plug the power supply into the TP-Link 8-Port Switch and turn on the AC power.
• Using the CAT6 Ethernet 3m cable provided, connect one end to LAN 4 on the WELCOME Gateway and the other end to Port 8 on the TP-Link Switch.
• Connect Wi-Fi Access Point #1 to Port 1 of the TP-Link 8-Port Switch. Similarly, connect Wi-Fi Access Point #2 to Port 2 on the switch.
• Power on the WELCOME Gateway by pressing the power button on the device.
• Scan for available Wi-Fi networks on your device. You should see the Wi-Fi Network name  ‘WELCOME.online’—select it and connect.

Two access points are included. Depending on your required coverage area, number of users, and level of physical interference, you may need additional Wi-Fi access points to provide adequate access for all your users.

In general, one AP (Access Point) can cover up to approximately 2000 square feet, with variation based on the physical environment and wireless interference.

The maximum number of access points you can connect with the provided Switch is 4. You can use your own TP-Link 16-port or 24-port switches to connect more than 4 access points; however, Elcome does not take responsibility for the performance or warranty of your switches or access points when used with the WELCOME solution.

You can place an order with Elcome for additional access points beyond the provided two, or purchase compatible access points locally at an extra cost.

Yes, you can use your own Wi-Fi access points; however, Elcome does not take responsibility for the performance or warranty of your access points for use with the WELCOME solution.

Yes, you can purchase WELCOME-compatible Wi-Fi access points from a local vendor; however, ELCOME does not take responsibility for the performance or warranty of these access points when used with the WELCOME solution.

Yes, you can purchase WELCOME-compatible switches (e.g., a 24-port switch) and Wi-Fi access points from a local vendor; however, ELCOME does not take responsibility for the performance or warranty of these components when used with the WELCOME solution.

• Ensure that the power adapter is properly plugged in.
• Verify that the power adapter is receiving power and that its LED indicator is on.
• Confirm that the power adapter is compatible with the plug pin type provided (for example, European or Asian plug standards).
• If none of the above steps resolve the issue, please contact Support:
  • Email: help@elcome.com
  • WhatsApp: +971 4 812 1434

Yes, if you request this when placing your order with Elcome, we will include it free of charge for your convenience. Alternatively, you can purchase an adapter with the correct specifications from a local vendor.

• If you have not yet activated your WELCOME kit with Elcome, please do so by contacting support at help@elcome.com with the subject line “Support: Activation.”
• If you have activated your WELCOME kit but not your Starlink, you will need to activate your Starlink system to gain internet access.
• If both the kit and Starlink have been activated and you still cannot see the “welcome.online” SSID, please contact support at help@elcome.com with “Support: SSID not visible” in the email subject line.

NOTE: All hardware provided with the WELCOME solution remains the property of ELCOME.

• You will need to create an account with an email address and password, or use other login options as shown in the image below to access the internet with WELCOME.online Captive Wi-Fi portal.
• You can purchase data on the WELCOME.online Captive Wi-Fi portal by selecting the appropriate internet access option.

• After logging in, click the “Get Online” button to view the data options available for purchase.
• Select a data pack or a monthly pack, then click “Pay” to complete your purchase using a credit card, PayPal, or Apple Pay.

Note: Payment options may differ based on your location.

• After you complete your purchase, your dashboard will show the purchased Access Code as active and available for immediate use.
• Alternatively, the email receipt you receive will also contain the Access Code.

Join the WELCOME.online Captive Wi-Fi network and select the Dashboard button once you are logged in to the portal.

Go to “Get Online” page on the WELCOME.online portal and enter the Access Code as shown in the image below, and click the “Validate Access Code” button.

• If the validation succeeds: You will be able to connect to the internet.
• If the validation fails: It may be because:
  • The Access Code has expired (codes are valid for 30 days)
  • The allocated data has already been used up
  • You entered an invalid Access Code

There are two possible reasons for this issue:

• Your data allowance may be exhausted. Please check your data usage on the dashboard.
• Your vessel may be in an area where Starlink service is not available (for example, in territorial waters of certain countries).

Log in to the WELCOME.online portal and check the dashboard for your remaining data usage and account status.

Please check your data usage on the dashboard. It’s possible you’ve used up your daily 1GB allowance.

Important information about your plan:

• Daily Reset: Your daily quota resets exactly 24 hours after your activation time each day. For example, if your pack was activated at 10 AM UTC, you will regain your full 1GB allowance every day at 10 AM UTC.
• Plan Duration: Your plan remains valid for 30 days from the activation date. For example, if you activate a 1GB/day plan on March 15, 2025, at 10 AM UTC, it will remain valid until April 14, 2025, at 10 AM UTC.
• Data Usage: Once your daily quota is consumed, your internet speed is reduced (throttled) until the next reset at your activation time. You are not disconnected from the internet—your connection remains active even after throttling, but at a slower speed.

Coverage Issues: If you’re still experiencing issues after the quota resets, your vessel may be in an area where Starlink service is not available. For additional assistance, please contact our customer support team.

A maximum of 500 devices (i.e., 500 concurrent sessions) can be connected to the WELCOME.online Wi-Fi network at any given time. If your requirements exceed this limit, please contact us at help@elcome.com. The system can be expanded to support up to 10,000 concurrent devices.

Yes, you can use the same Access Code. Simply enter your code on the WELCOME.online portal and select “Authenticate the Code” to get internet access—as long as you have unused data available and it has not been 30 days since you activated it.

If your payment fails, please check the error message and try correcting the following issues:

• Incorrect CVC: Re-enter the correct CVC and try again.
• Incorrect card number: Re-enter the correct card number and try again.
• Incorrect expiration details or an expired card: Confirm and update your card’s expiration details.
• Name mismatch: Re-enter the cardholder name as it appears on your card and try again.
• Missing one-time password (OTP) or Strong Customer Authentication (SCA) failure: Some cards require an OTP (PIN, password, SMS, or biometric data like fingerprints) as part of strong authentication. If you are not receiving the OTP (especially if you’re outside GSM mobile coverage), check your registered email for the OTP message.

Tips for improving purchase success:

• Ensure your credit/debit card is enabled for foreign currency and online transactions.
• Avoid trying more than three times, as multiple failed attempts may cause your card issuer to block your card suspecting suspicious activity.
• In some cases, notify your card-issuing bank or financial institution in advance to help prevent your card from being blocked.
   

Log in to the WELCOME.online portal and navigate to your account dashboard to view the status of all your Access Codes and data packs.

WELCOME is a high-speed Wi-Fi hotspot service that uses Starlink for backhaul, delivering up to 350Mbps speeds. While this provides a great internet experience, faster speeds can lead to quicker data consumption. Here’s how you can optimize your data usage on any device:

• Reduce streaming quality to 480p or lower in apps like YouTube, Netflix, and music services
• Enable data-saving modes (Low Data Mode on iOS/Mac, Data Saver on Android, Metered Connection on Windows)
• Disable background app refresh/activity to prevent apps from consuming data when not in use
• Turn off auto-updates for apps and system software
• Limit or disable cloud sync for photos and data unless necessary, as this can consume data in the background.
• Download content for offline use when possible
• Disable auto-play videos on social media platforms
• Monitor your data usage regularly through your device’s built-in tools
• Avoid unnecessary speed tests: Running speed tests on the WELCOME.online network can quickly consume your active data pack

These simple adjustments can significantly extend your data allowance while using WELCOME’s high-speed Wi-Fi service.

Turn Off Background Data for Non-Essential Apps:

• Navigate to Settings > Apps & notifications > See all apps
• Select an app and tap Data usage
• Toggle off “Background data” to prevent apps from consuming data when not actively in use

Enable Data Saver Mode:

• Go to Settings > Network & internet > Data Saver
• Turn on Data Saver to restrict background data usage and reduce content refresh frequency

Lower Streaming Quality:

• In streaming apps (YouTube, Netflix, Spotify), access the app’s Settings, and reduce video quality to 480p or lower, or select lower audio quality
• For YouTube specifically, select 480p or lower resolution to conserve data

Disable Auto-Sync for Non-Essential Accounts:

• Go to Settings > Accounts > Auto-sync data
• Turn off auto-sync for social media, email, or other accounts that don’t require constant updates

Disable Auto-Play for Videos:

• In apps like Facebook, Instagram, or Twitter, turn off auto-play for videos to reduce unnecessary data usage.

Use a Data Compression Browser:

• Some browsers (like Google Chrome with its Lite mode) can compress web pages and images, reducing data consumption when browsing.

Limit App Notifications:

• Disable push notifications that fetch data frequently if they’re not essential, as they can cumulatively use up your data.

Disable or Limit Location Services:

• Go to Settings > Location > App permissions
• Turn off location access for apps that don’t require it, or set them to “only while using the app”
• This minimizes background location tracking, which can help reduce overall data usage and improve battery life

Enable Low Data Mode:

• Go to Settings > Wi-Fi
• Tap the Wi-Fi network you’re connected to and turn on Low Data Mode to limit background activity and optimize data usage

Disable Background App Refresh:

• Open Settings > General > Background App Refresh
• Either turn it off completely or select Wi-Fi Only to reduce unnecessary data usage

Reduce Streaming Quality:

• In streaming apps (such as Netflix, YouTube, or Apple Music), go to the app’s Settings
• Select Low Data Usage or reduce video resolution to 480p or below

Turn Off Automatic Updates:

• Go to Settings > App Store > App Updates and disable automatic updates
• Do the same for iOS updates under Settings > General > Software Update

Limit iCloud Data Syncing:

• Navigate to Settings > [Your Name] > iCloud
• Toggle off unnecessary apps (like Photos and Drive) to prevent them from syncing data automatically over Wi-Fi

Disable Auto-Play Videos:

• Go to Settings > Accessibility > Motion and enable Prefer Cross-Fade Transitions
• In social media apps, check their individual settings to disable auto-play videos

Use Safari’s Reader Mode:

• When browsing websites with lots of ads, tap the “AA” icon in the address bar and select Reader View to load simplified versions of pages that use less data

Limit Location Services:

• Go to Settings > Privacy > Location Services
• Review apps and set them to While Using or Never instead of Always to reduce background data usage

Disable Automatic Downloads:

• Go to Settings > [Your Name] > iTunes & App Store
• Turn off Automatic Downloads for Music, Apps, Books, and Updates

Use Content Blockers:

Install and enable content blockers in Settings > Safari > Content Blockers to block ads and trackers that consume data

Set Your Wi-Fi Connection as Metered:

• Open Settings > Network & Internet > Wi-Fi
• Click on the Wi-Fi network you’re connected to and toggle on Set as metered connection

Turn Off Background Apps:

• Open Settings > Privacy > Background apps
• Disable non-essential background apps

Limit Data Usage by Apps:

• Go to Settings > Network & Internet > Data usage
• Check high-consumption apps and set restrictions

Reduce Streaming Quality:

• In streaming apps, adjust settings to Standard Definition (SD) or lower

Disable Automatic Windows Updates:

• Open Settings > Update & Security > Windows Update > Advanced options
• Pause updates or set to download only on unmetered networks

Turn On Low Data Mode (macOS Sonoma and later):

• Go to System Settings > Wi-Fi
• Select the Wi-Fi network and enable Low Data Mode to limit background data usage

Disable Automatic macOS Updates:

• Open System Settings > General > Software Update > Advanced
• Uncheck Install macOS Updates
• Similarly, disable App Updates in the App Store settings

Limit iCloud Syncing:

• Go to System Settings > Apple ID > iCloud
• Uncheck services like iCloud Photos or iCloud Drive to prevent large files from syncing over your Wi-Fi connection

Restrict Background App Activity:

• Open Activity Monitor (found in Applications > Utilities)
• Check which apps are consuming significant data and close unnecessary background applications

Reduce Streaming Quality:

• In streaming apps like Netflix, YouTube, or Apple TV, adjust video quality settings to SD (480p) or lower