The door doesn't open, what do I do?

Which credential type are you trying to apply?

I used Keycard

1. Make sure your smartphone is online.
2. Enter the app.
3. Check the Permissions. The list must contain the needed door. Contact your system administrator if it doesn't.
4. Tap on the door: Make sure the schedule for the door allows your entry/exit at the moment. Contact your system administrator if it doesn't.
5. If entering, make sure the entry credential is Keycard; if exiting, make sure the exit credential is Keycard. If it's Keycard + PIN, simply enter your personal PIN on the keypad after putting the card to the reader.
6. Check the Credentials. The list must contain the keycard you're trying to apply. If there is no keycard, you can add one right away. Tap on the icon in the top right corner and follow the instructions.
7. Tap on the keycard. The list of doors the keycard is applicable to must contain the given door. If it doesn't, tap on "Edit" and set the doors you want the keycard to be applicable to. In a few minutes, it will be ready.
8. Try the Keycard again.
9. Use the passcode. Notify the system administrator about the problem after - passcode is the emergency credential and is not supposed to be used regularly.
10. If none of this worked, contact us at [e-mail]. 

I used Keycard + PIN

1. Make sure your smartphone is online.
2. Enter the app.
3. Check the Permissions. The list must contain the needed door. Contact your system administrator if it doesn't.
4. Tap on the door: Make sure the schedule for the door allows your entry/exit at the moment. Contact your system administrator if it doesn't.
5. If entering, make sure the entry credential is Keycard + PIN; if exiting, make sure the exit credential is Keycard + PIN. 
6. Check the Credentials. The list must contain the Keycard you're trying to apply. If there is no keycard, you can add one right away. Tap on the icon in the top right corner and follow the instructions. 
7. Tap on the keycard. The list of doors the keycard is applicable to must contain the given door. If it doesn't, tap on "Edit" and set the doors you want the keycard to be applicable to. In a few minutes, it will be ready.
8. Check the PIN. Tap on the needed PIN. Make sure you're entering the correct combination. Make sure the PIN is applicable to the given door. If it's not, you can assign it right away - tap on the icon in the top right corner and select the doors you want the PIN to be applicable to. In a few minutes, it will be ready.
9. Try the Keycard + PIN again.
10. Use the passcode. Notify the system administrator about the problem after - passcode is the emergency credential and is not supposed to be used regularly.
11. If none of this worked, contact us at [e-mail]. 

I used Remote or Scan QR

1. Make sure your device is online. 
2. Make sure geolocation is on. 
3. Check settings. Make sure Remote and Scan QR are activated and all the permissions they ask for are given.
4. Check the Permissions. The list must contain the needed door. Contact your system administrator if it doesn't.
5. Tap on the door: Make sure the schedule for the door allows your entry/exit at the moment. Contact your system administrator if it doesn't.
6. If entering, make sure the entry credential type is the one you're actually applying; if exiting, make sure the exit credential type is the one you're actually applying.
7. Try to open the door again.
8. Use the passcode if the keypad is available. Notify the system administrator about the problem after - passcode is the emergency credential and is not supposed to be used regularly.
9. If none of this worked, contact your system administrator or us at [e-mail].

I used Remote + PIN or Scan QR + PIN

1. Make sure your device is online.
2. Make sure geolocation is on.
3. Check settings. Make sure Remote and Scan QR are activated and all the permissions they ask for are given.
4. Check the Permissions. The list must contain the needed door. Contact your system administrator if it doesn't.
5. Tap on the door: Make sure the schedule for the door allows your entry/exit at the moment. Contact your system administrator if it doesn't.
6. If entering, make sure the entry credential type is the one you're actually applying; if exiting, make sure the exit credential type is the one you're actually applying.
7. Check the PIN on the Credentials tab. Tap on the needed PIN. Make sure the PIN is applicable to the given door. If it's not, you can assign it right away - tap on the icon in the top right corner and select the doors you want the PIN to be applicable to. In a few minutes, it will be ready.
8. Try to open the door again.
9. Use the passcode if the keypad is available. Notify the system administrator about the problem after - passcode is the emergency credential and is not supposed to be used regularly.
10. If none of this worked, contact your system administrator or us at [e-mail]. 

I used Show QR

1. Maximize the screen brightness by tapping on the icon in the top right corner of the QR code tab.
2. Try to open the door again. This time, put the smartphone's screen as close as 5 centimeters right in front of the camera. Start to gradually pull it back to about 30 centimeters.
3. Check the Permissions. The list must contain the needed door. Contact your system administrator if it doesn't.
4. Tap on the door: Make sure the schedule for the door allows your entry/exit at the moment. Contact your system administrator if it doesn't.
5. If entering, make sure the entry credential type is Show QR; if exiting, make sure the exit credential type is Show QR.
6. Use the passcode if the keypad is available. Notify the system administrator about the problem after - passcode is the emergency credential and is not supposed to be used regularly.
7. If none of this worked, contact your system administrator or us at [e-mail]. 

Exit button doesn't work

Make sure your system administrator is notified. Try to use other credentials if possible.