Contact Telisky Support

Use the support channel your Telisky contact gave you. Before you contact support, collect the facts below so Telisky can help without asking you to repeat setup steps. Share the smallest useful evidence set, and redact private values before posting screenshots or logs.

Who this is for

Anyone reporting a setup, router, cloud portal, account, or reporting issue to Telisky.

What to send

Send the smallest set of information that explains the problem:

Organization or site name.
Router identifier: router name, label, serial, MAC, or work-order identifier.
Time: when the problem started or when you tested, including time zone.
What you expected: for example, “router should appear online in Devices.”
What happened instead: for example, “last seen is 45 minutes old.”
How often it happens: once, every boot, every cellular failover, after every config push, and so on.
Screenshots or short video: Dashboard, Devices, router detail page, job detail, local Web UI status, or LED state when helpful.
Recent changes: SIM/APN, cabling, antenna location, DNS, firmware update, config push, power move, role/invite change, or organization/site change.

Router setup issues

For a router that is missing, offline, or not reporting, include:

Whether the router should use wired internet, cellular, upstream WiFi, or more than one path.
Internet, Cellular, and Signal indicator states.
Last-seen time from the portal, if the router is listed.
Whether a device behind the router can browse the web.
Whether the local Web UI shows WAN or Cellular as connected.
Whether an installer confirmed the router status in the field.
Whether an attach code was used, and the approximate time it was entered, if the router was attached during setup.

Account or invite issues

For sign-in or invite problems, include:

The organization or site named in the invite.
The role shown in the invite.
Whether the page says expired, invalid, or already accepted.
The email address that received the invite.

Do not send your password. Telisky Support will not need it.

Config, firmware, or job issues

For a failed change, include:

The router or group affected.
The job name or approximate time it ran.
The setting or firmware change you attempted.
Whether the router stayed online afterward.
Any failure message shown in the portal.
For firmware, whether you used the cloud firmware page, a local file upload, or a local firmware URL/checksum workflow.

Support bundles

If Telisky Support asks for a router support bundle, use the local Web UI option they name and send the bundle only through the approved support channel. These bundles are designed to redact sensitive modem and credential details, but you should still avoid posting them in public channels.

Safe screenshots and exports

Before you share a screenshot, crop or redact anything unrelated to the problem. This is especially important for local Web UI pages, which can show more on-device detail than the cloud portal.

Redact these values unless Telisky Support specifically asks for them through an approved support channel:

Passwords, API tokens, cookies, recovery links, WiFi passphrases, VPN keys, firmware URLs, or firmware checksums from private support channels.
Full SIM or modem identifiers such as IMSI, ICCID, IMEI, phone number, or subscriber details.
SMS message details, diagnostic bundle contents, raw logs, traffic samples, or customer data.
Exact GPS coordinates or drive-test logs.
Private customer identifiers beyond the router label or work-order details needed for support.

If Telisky Support asks for logs, diagnostic bundles, local Cellular screenshots, or exports, send them only through the approved support channel they provide.

Message examples

Router setup

We are setting up the first RC500 for Example North Yard. Router label R-1001 is powered on and should use cellular. Tested 2026-06-22 14:30 UTC. Internet indicator is off, Cellular is on, Signal is red. The router does not appear in Devices. We changed antenna placement but did not change APN. Screenshot attached with SIM identifiers redacted.

Config or firmware job

Router R-1001 was online before a Router Settings change at 2026-06-22 15:10 UTC. The job failed while changing DNS. The router still reports online, and the job detail shows “validation failed.” Screenshot attached with organization and router label visible; no passwords or tokens included.

Use fake values in examples and training. Use your real organization and router details only when contacting Telisky through your approved support channel.