Prioritizing Privacy
Schedule a reboot of the FlashRouter to restart your connection. A reboot of your network can help with stability and prevent the connection from slowing down over time.
Navigate to Administration > Keep Alive
Service Plan FAQsAll FR service plans automatically renew on a quarterly or annual basis based on the term initially purchased. A reminder e-mail will be sent one week prior to renewal. In your FlashRouter account panel, you can cancel the plan at any time to stop any further renewals.
A subscription to a VPN does not come with a FlashRouter or Service plan. If you are planning to use a VPN, you would need to sign up for one separately, directly from a provider.
Need assistance in finding a VPN Provider? Please visit our recent VPN Provider Best Seller List.
Plug and Play VPN Support
Unlike other VPN Router providers, FlashRouters is proud to offer free VPN service integration with any purchase.
To receive a plug and play with VPN device, you will need to provide our team with the credentials from your VPN provider subscription.
To have your router VPN pre-configured:
Please note: If you do not enter a server location request in “Order Comments”, we will automatically start the device with the closest/optimal server for the location we are shipping the device by default. A location has to be added to the initial configuration for plug and play encryption security to occur on the device.
Our routers are priced for the custom upgrades performed at our warehouse, testing expenses and keeping the FlashRouter App update to date.
Our service plan has three levels as an optional add-on with your purchase to get continued direct assistance from our team. This is especially useful to customers who are less tech savvy and want direct access to our support team to make sure their network is running exactly how they desire. Here is how these plans differ
Bronze – Basic E-mail Support
Silver – E-mail and Live Chat Support.
Gold – E-mail, Live Chat, and Remote One-on-One Sessions
Each situation and user has different needs and expertise. Our team of US-based support agents are highly trained specialists in VPN and DD-WRT router setup. From firmware updates to networking configuration/troubleshooting,solutions, the purpose of our Service Plans is to help our customers in whatever level they deem necessary.
At this time, we do not provide phone support with our service plans. We have tested phone support for networking troubleshooting in the past but have found that on average caused us to help less customers in a less efficient manner. However, with a purchase of a Gold Service Plan, customers can schedule 1-on-1 remote support sessions via Teamviewer with our engineers and they will provide a hands-on, personal solution, to any problems you may be facing.
Firmware upgrades are free of charge to any FlashRouter customer!
You can visit our support center and select your specific router model to upgrade your firmware based on the recommendations provided.
If you want the help of our Support Team to assist in this upgrade, you can always sign up for our Gold Service Plan and schedule a 1-on-1 Teamviewer session in which our trained engineers will take care of the upgrade for you!
Our complimentary 1-year hardware warranty does not include tech support outside. If your router suffers hardware failure within 365 days from the date you received the unit, then we will gladly replace your router with another fully tested one. For more information regarding our warranty and return policy, please check out our warranty and return section.
Yes, you may purchase a service plan at any time. However, we can’t guarantee any pricing, or apply any previously offered discounts or specific features at that later date.
We do NOT offer phone support here at FlashRouters. You will not receive a phone call to begin your session. Please read the information below for how to get connected during your session time.
A Teamviewer session is the most hands on method of receiving support from FlashRouters.
A support agent will connect directly to your computer and proceed to configure or troubleshoot your FlashRouter with you present.
We use Teamviewer sessions to troubleshoot any issue an eligible customer may have with a FlashRouter that was purchased from us or to configure a compatible router that your purchased independently along with a FlashRouters Support Plan.
In the session a chat window will appear so we can communicate directly with you in real time.
If you follow the information below prior to your session and all goes smoothly a Teamviewer session typically takes anywhere from 15 to 45 minutes.
When purchasing a FlashRouter you are able to select a Quarterly or Yearly Bronze, Silver or Gold subscription plan.
Silver Yearly plan comes with one Teamviewer remote support session a year.
Gold Quarterly and Yearly plans come with one session per quarter.
If you support plan has expired or you are signed up for Bronze and you’d like to receive Teamviewer remote support assistance please email support@flashrouters.com
We are available for scheduled Teamviewer sessions from 10AM – 6:00PM ET Monday through Saturday.
To schedule a session with us open a support ticket or contact us via our live chat. We do not perform sessions that are not scheduled.
If we are available off hours we do our best to accommodate off hours session times with at least 24 hours notification.
Teamviewer sessions can not be performed on phones or tablets at this time. We require a Windows or Mac computer to successfully connect and configure your FlashRouter.
Below are the different scenarios from most ideal to least ideal.
If you have an available wireless network NOT coming from the FlashRouter and have a computer that has wireless AND Ethernet capabilities you should be setup as follows:
If you have an available wireless network NOT coming from the FlashRouter and have a computer that has wireless only you should be setup as follows:
Session disconnects may occur with no backup Internet connection.
If the FlashRouter is your only wireless network and your computer has wireless and Ethernet capabilities you should be setup as follows:
If the FlashRouter if your only wireless network and your computer is wireless only you should be setup as follows:
Session disconnects may occur with no backup Internet connection.
About 15 minutes before your scheduled session time update your support ticket e-mail the User ID and Password to your existing email thread, or send via our live chat.
The Roqos Core includes a suite of user access settings which can be used as Parental Controls.
You can create individual user profiles and assign specific devices. Using these profiles you can restrict access, block certain content, or even monitor internet usage if you choose to do so.
A device can only be assigned to one user. Access restrictions you place on a user such as scheduled internet access or content restriction will apply to all devices assigned to that user regardless of who in your home is actually using the device at that time.
Please note that in order to collect device information, you must enable this functionality on your Roqos. It is disabled by default.
Your Privacy Hero router uses Cloud Based router management which means you can access the router settings from anywhere on any device that has an internet connection. You can follow these steps while connected to your phone, other Wi-Fi network, or the Privacy Hero network.
The Bedtime settings feature allows users to schedule when internet access will be turned off for specific user profiles. All devices assigned to this profile will have these rules applied.
1. From any device that has a browser such as a computer, smartphone, or tablet visit app.privacyhero.com
2. Enter your Privacy Hero account email and password. Click Login.
If you have not created your Privacy Hero account yet please follow these instructions.
3. Click the Profiles symbol.
4. Click the name of the User Profile.
5. Click Schoolnights or Weekends depending on which you need to set rules for.
6. Select the time that you want the Internet to turn off and the days you want this rule to apply to. Click Save.
7. Set the Bedtime toggle to On.
