1. Where is My Order?
How Soon Can I Expect My Order?
When Will I Receive My Tracking Info?
Tracking will be sent as soon it is provided by the freight forwarder. Due to a high volume of shipping during the summer season, it may be 4-5 days or possibly more before this becomes available.
2. What is My Order Status?
How and Where to Check
We presently do not have an online portal for you to check your order status. As of now we ask that you ensure you have received a confirmation email where you will find your order number. Please refer to the following article for our current estimated shipping times for all products. You can also check our Twitter and/or our shipping page where you will find a list of the order numbers included in each batch.
3. How Do I Pay with Crypto?
All payments must be submitted within an hour of the payment link being generated. The payment link will expire and you will need to restart your order.
4. Why Did I Not Receive an Order Confirmation
- The email ended up in your SPAM Folder.
- You did not complete a KYC Verification with Coinbase before placing your order.
- KYC verification was completed too close to the transaction being completed and thus the payment is considered delayed.
If the third scenario applies to you, we will need you to complete this form. Please select ---> late payment from the options provided. One of our customer support agents will reply within 72 and provide you with a confirmation number.
Lost Email Confirmation
If you checked your inbox and spam folder, but still cannot find an email confirmation, please fill out our customer support form and one of our agents will resend the confirmation.
5. What's in the Box and How to I Setup My Hotspot?
What Is Included
Upon unboxing your unit, you should fine the Bobcat Miner 300 (with detachable wall mounting bracket), a LoRa enhanced antenna, a power adapter, mounting screws and wall anchors.
There are two conventional installation methods:
- Desktop: Place the Bobcat Miner and power supply on a horizontal plane (e.g., table, window sill, etc.)
- Wall-mounted: Use the provided wall anchors and mounting screws to hang the Bobcat Miner on the wall.
Precautions
- The product installation process must be handled with care and there should be no violent collisions/drops.
- Try to place the antenna as close to a window or balcony as possible. This will minimize the amount of obstructions between your miner and the antennas of other Helium devices.
- The miner should be installed on a flat surface in a location that is dry, well ventilated, and has little dust. Locations that may expose your unit to rain, water seepage, and humidity should be avoided.
6. What Frequency Should I Purchase?
Selecting a Frequency
Helium's LoRaWAN Network is built upon 8-channel gateways. It is extremely important that you select the appropriate frequencies for gateway configuration for each country.
Please reference the following two links to determine which frequency is right for your region:
Bobcat Frequencies
Bobcat currently support US915, EU868, AU915, AS923, and KR920. You should select your frequencies as follows:
- US915 - North America
- EU868 - Europe & UAE
- AU915 - Australia, Brazil, Peru, and New Zealand
- AS923 - Indonesia, Malaysia, Philippines, Singapore, Thailand, and Vietnam
- KR920 - Korea
7. What are the Antenna Specifications?
860-960MHz 4dBi LoRa Antenna w/ Coax Cable & Suction Cap
All of our stock antennas are 4dBi. The length of the antenna is proportional to the wavelength of the frequency band. The frequency wavelength of 470 mHz is roughly twice that of 915 mHz, so proportionally, the CN 470 stock antenna is longer than the US/EU stock antenna.
NOTE: The antenna is waterproof and can be placed outdoors.
Electrical Specification |
||
General Parameters |
Operating Frequency / MHz |
860 - 960 |
Polarization / ° |
vertical |
|
Electrical Downtilt / ° |
0 |
|
Circuit Parameters |
Maximum Voltage Standing Wave Ratio |
1.5 |
Third-order Intermodulation / dBm, @2x43dBm |
/ |
|
Average Power Tolerance / W |
≥100 |
|
Impedance / Ω |
50 |
|
Radiation Parameters |
Horizontal Half Power Beam Width / ° |
360 |
Vertical Half Power Beam Width / ° |
60±10 |
|
Gain / dBi |
4 |
|
Ovality / dB |
±2 |
|
Sidelobe Suppression / dB |
≤-15 |
Mechanical Specification |
|
Connector Type |
RP-SMA-Female |
Antenna Size / mm |
Φ60*125 |
Package Size / mm |
subject to actual packaging |
Antenna Weight / kg |
0.13 |
Mounting Accessories Weight / kg |
/ |
Radome Material |
bronze |
Installation |
magnetic mount |
Wind Speed Limit / km/h |
60 |
Temperature / °C |
working: -40 ~ +60, limit: -55 ~ +75 |
Lightning Protection |
DC grounding |
Product Level |
Commercial V1.0 |
8. "Shipper Has Generated a Label"
Understanding the Shipment Workflow
- Every Tuesday, our freight forwarder picks up a new batch that is ready to ship from our factory.
- The forwarding agent then sorts the orders, packs them into individual boxes, and generates shipment labels for all of them.
- It is up to the agent to decide when these packages are handed over to DHL/UPS. While they handle this as soon as they can, sometimes a large batch means that processing will take until the weekend to complete.
- We do not receive any tracking numbers until the very end of this cycle, which is usually the weekend. From here, we upload the tracking link into our system, so that customers can receive their tracking information via email.
9. Where Can I Find My Hotspot’s Frequency Plan?
Locating Your Frequency
Your hotspot's frequency can be found on the label located on the bottom of the miner. This will require that you slide the miner's backplate off the miner.
10. Can I Change My Shipping Address?
To change a shipping address, you will need to complete our customer support form.
11. Underpaid or Overpaid My Order
12. Hardware Specifications (2GB RAM Model)
LoRa Specifications | |
LoRa Frequency Band |
923MHZ/915MHz/868MHz/470MHz |
LoRa Channel Plan |
AS923/AU915/EU868/CN470 |
Channel Capacity |
8-channels uplink, 1-channel downlink |
LoRa Output Power |
25dBm Maximum output power before antenna |
Platform Configurations |
|
Processor |
Quad-core Cortex-A35 CPU |
RAM |
2G DDR3 |
Flash |
64GB eMMC 5.1 Flash |
Bluetooth |
5.1 |
Wi-Fi |
IEEE 802.11 b/g/n Wireless LAN |
Input Voltage |
DC12V |
Connectors |
|
Antennas |
LoRa: reverse polarity male SMA |
Ethernet |
RJ45 Ethernet jack (10/100 port) |
Power |
2.1mm, 12 Volt power jack |
Physical Description |
|
Dimensions |
141 x 141 x 47 mm |
Chasis Type |
PC-ABS |
IP Grade |
IP30 |
Color |
Dark Gray |
Environmental |
|
Operating Temperature |
0° to +60°C |
Storage Temperature |
-40° to +85° C |
Relative Humidity |
20% to 90%, non-condensing |
Heat Dissipation |
Radiator Grille |
13. How to Access the Diagnoser
Access Your Diagnoser in 3 Steps
1. Connect the miner to the internet
2. Run Diagnostics using the Helium App or the Helium Utility App to get the miner IP address
3. Enter the IP Address in your browser.
Retrieve Diagnoser IP from the Helium App?
Follow the screenshots below to access your IP address using the Helium app. If you are the hotspot host and do not have access to the owner’s Helium App, you can also run diagnostics using the Helium Utility App to get the miner IP address.

Diagnoser Username and Password
There are a few Diagnoser features that will require you to input a username and password before the feature can be launched. Please use the following login (both are case sensitive):
Username: bobcat
Password: miner
14. How to Get OTA Updates
OTA's Are Automatic
Hotspots connected to Ethernet/Wifi will receive these updates automatically. No manual intervention is needed. You do not need to open any ports.
You should however follow these steps when turning on your miner for the first time:
- Always connect your miner via ethernet first.
- Allow the miner to remain on and connected for at least an hour before connecting to the Helium app via bluetooth.
- Check your firewall settings.
- Contact support if the Bobcat Diagnoser is indicating you are not receiving the latest firmware.