Frequently Asked Questions

Answers to common questions about Qserve Billing.

General

Is Qserve Billing really free?

Yes — Qserve offers a free plan that covers the core features for small ISPs. Paid plans are available for ISPs that need higher subscriber counts, advanced features (bulk SMS, WhatsApp, detailed reports), or priority support. See pricing details.

Do I need to install anything on my server?

No. Qserve Billing is a fully hosted cloud service. You only run a one-time setup script on your MikroTik router. No server installation, Linux administration, or database management is required.

Which countries does Qserve support?

Qserve supports ISPs across Africa and beyond. M-Pesa integration is Kenya-specific (Safaricom Daraja), but the subscriber management, PPPoE/hotspot features, SMS, and email work in any country. SMS coverage depends on your chosen provider (AfricasTalking covers most of sub-Saharan Africa).

Can I migrate from another billing system?

Yes. Export your subscriber list from your current system as a CSV and use the Bulk Upload feature to import them into Qserve. PPPoE credentials are preserved — subscribers keep their existing username and password.

Technical

Which MikroTik models are supported?

All MikroTik RouterBOARD hardware running RouterOS 6.45 or later is supported — hAP, hEX, RB750, RB941, RB3011, CCR1009, CCR2004, and more. RouterOS 7.x is fully supported and recommended for new deployments. CHR (Cloud Hosted Router) is also supported.

Does Qserve use RADIUS?

Yes. For PPPoE and hotspot authentication, Qserve runs a RADIUS server that your MikroTik router communicates with over the VPN tunnel. The setup script configures the RADIUS client automatically. You do not need to manage the RADIUS server directly.

What happens if the internet connection to my router drops?

Active PPPoE sessions continue to work because the subscriber's connection is already established at layer 2. New authentication requests will fail until the VPN reconnects (usually within 1–2 minutes of the internet link recovering). Subscribers who reconnect or dial in while the VPN is down will not be authenticated until connectivity is restored.

Can I use Qserve with multiple ISPs on one account?

Each Qserve account is for one ISP (tenant). If you manage multiple independent ISPs, each needs its own Qserve account. Contact support if you need a multi-tenant arrangement.

Is my subscriber data secure?

Yes. All data is transmitted over HTTPS/TLS. The VPN tunnel uses WireGuard encryption. Subscriber passwords are stored hashed (never in plaintext). Qserve complies with Kenya's Data Protection Act 2019. See our Privacy Policy for details.

Billing & Payments

Which payment methods are supported besides M-Pesa?

You can record cash payments, bank transfers, and cheque payments manually through the dashboard. M-Pesa is the only fully automated (zero-touch) payment method currently. Airtel Money and other mobile money integrations are on the roadmap.

What happens when a subscriber's package expires?

Qserve sends a CoA Disconnect-Request to the MikroTik router, which terminates the session. The subscriber sees their internet connection drop. SMS and WhatsApp reminders are sent 3 days and 1 day before expiry, giving them time to pay before they are disconnected.

Can I give a subscriber a free trial or grace period?

Yes — use the Extend option on the subscriber profile to add days to their account at no charge. You can also activate a subscriber without requiring payment upfront.

Support

How do I contact support?

Our team is available via:

Support hours: Monday–Saturday, 8 AM – 8 PM EAT. Critical issues are attended to outside these hours.

Do you offer setup assistance?

Yes. We can assist with initial MikroTik setup, M-Pesa configuration, and subscriber import via WhatsApp or a remote session. Contact us to schedule a setup call.

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