Cloudive Support Center | Contact & Help

How Can We Help You?

24/7 support for all your connectivity needs

Support Options

Contact Support

Send us a message and we'll respond within 1 hour during business hours.

Contact Us

Live Chat

Chat instantly with our support agents (Available 8am-10pm daily).

Call Us

Speak directly with our support team for immediate assistance.

0794741940

FAQs

Find answers to common questions about your service.

Browse FAQs

Contact Our Support Team

Fill out the form below and we'll get back to you as soon as possible

Other Ways to Reach Us

Email Support

support@cloudive.co.ke

Response time: Within 1 business hour

Phone Support

0794741940

Available 24/7 for critical issues

Visit Us

Cloudive Networks HQ
12th Floor, West Towers
Nairobi, Kenya

Business hours: Mon-Fri, 8am-5pm

Frequently Asked Questions

Quick answers to common questions

To reset your router password:

  1. Locate the reset button on your router (usually a small hole)
  2. Use a paperclip to press and hold the button for 10 seconds
  3. Wait for the router to reboot (about 2 minutes)
  4. Connect to the default WiFi network (name and password are on the router label)
  5. Visit http://router.cloudive.local to set a new password

If you're experiencing an outage:

  1. Check if the power light on your router is on
  2. Restart your router by unplugging it for 30 seconds
  3. Check our Network Status page for known outages
  4. If the issue persists, contact our 24/7 support line

Most outages are resolved within 2 hours of reporting.

You can upgrade your plan in three ways:

  • Online: Log in to your My Account portal and select "Upgrade Plan"
  • Phone: Call our customer service at 0794741940
  • Email: Send a request to upgrades@cloudive.co.ke with your account details

Upgrades typically take effect within 2 business hours.

Our standard installation includes:

  • Fiber cable installation from the street to your premises
  • Mounting of the optical network terminal (ONT)
  • Router setup and configuration
  • Basic WiFi network setup
  • Testing of connection speeds
  • Demonstration of your new service

The process typically takes 2-3 hours.

Online bill payment options:

  1. Log in to your My Account portal
  2. Navigate to "Billing" and select "Make Payment"
  3. Choose your payment method (M-Pesa, Credit Card, or Bank Transfer)
  4. Enter payment details and confirm
  5. You'll receive a payment confirmation email

Payments are processed immediately and reflected in your account within 15 minutes.

Didn't find what you were looking for?

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Network Status

All Systems Operational

Nairobi Region

No Issues Reported

Kiambu Region

No Issues Reported

Eldoret Region

Minor Outage in Kapseret

Kitengela Region

No Issues Reported