Common Questions
Frequently asked questions about Door & Gate Access. For diagnosing specific failures, see Troubleshooting; for definitions and limits, see the Reference.
Access and permissions
Does adding someone in Users let them open doors? Not by itself. A user needs a matching Access Policy, a permanent grant, or a separate administrator/integration Access Time Window. Adding the row only creates the identity they sign in with.
What's the fastest way to block someone right now? Turn off Access enabled on their row in Users. Every member unlock path is denied immediately, without editing policies or deleting the record. Optionally also Sign out of app.
How do Access Policies combine? Every policy is allow-only. Within one policy, Who AND Where AND When must all match. Multiple policies are ORed, so any one matching enabled policy can grant access. An exclusion removes a door only from that policy; it does not deny another policy or grant.
What's the difference between policies and grants? Policies match categories of people, doors/scopes, and schedules. Permanent grants name an individual. Administrator and integration windows are also separate paths. All are additive, while safety, block, maintenance, and geofence checks still apply.
Why can a member open the front door but not the staff door? Check the matching policy's Where targets and exclusions, then its Who and When. Use the door's Access Policies tab to see policies that target it.
Do operating hours apply to admins unlocking from Performance Hub? No. Admins can unlock a door remotely with Unlock door / Open; every admin unlock is recorded in Access Logs against the admin's account.
Can I give someone access for specific hours only? Yes. Set When to Scheduled in an Access Policy and add Weekly or One-time windows. Permanent grants can retain their own hours, and administrator/integration windows remain separate additive options.
What happens to our existing access configuration? It is imported into Access Policies automatically. Facility-wide access, different access for particular scopes or doors, and operating hours become explicit policy Who, Where, and When values. Review the imported policy names and details, but there is no manual conversion or rollout workflow.
Doors and hardware
Where do I find installation and wiring instructions? The Hardware section covers the physical side: the Door & Gate Controller itself, mounting, power and networking, the Relay Wiring Guide for connecting strikes/maglocks/gates, and Hardware Troubleshooting.
What does "Online" actually mean? The controller has reported a heartbeat within the last 5 minutes. Offline doors can't receive unlocks.
What's the difference between the auto-unlock schedule and operating hours? The When section of an Access Policy limits when matched users can unlock with the app. The auto-unlock schedule physically holds the door open during its windows — no app needed. They're configured in different places and work independently. The auto-unlock schedule can follow the facility's staffed hours, so it changes when those hours change.
Can staff lock a door early while the schedule is holding it open? Yes. Lock now locks it until the schedule's next change; Resume schedule puts the schedule back straight away. See Doors.
What's the difference between Force closed and Block all access? Force closed is a maintenance mode that keeps the door locked and shows it to members as out of service. Block all access is a safety block on the door's Access Policies tab: the door works normally otherwise, but it overrides policies and per-user grants for members. Both stop member unlocks.
Why does saving door settings restart the door controller? The schedule and door settings run on the controller itself (so the schedule works even if the internet drops). Saving reloads the device — typically 10–15 seconds of unavailability.
How long does a door stay open after an unlock? The door's Hold time — 1 to 30 seconds, default 10 — then it re-locks automatically. The app shows a re-locking countdown.
The mobile app
Do members need a password? No. They sign in with a one-time code sent to the phone number or email on their Users record. See Mobile app.
Can one person use the app at multiple facilities? Yes. If the same phone/email exists on Users records at several facilities, the app shows a facility switcher. Note that signing them out (or app-lock policies) can span facilities because sessions are keyed to the phone/email.
Why does the app demand "Precise" location? Geofenced doors are authorised server-side using the phone's reported position and accuracy. Approximate location can't prove the member is on-site, so geofenced unlocks fail without Precise.
Can members unlock without internet on their phone? No — every unlock is authorised by the server in real time. (The door's auto-unlock schedule keeps working without internet, since it runs on the controller.)
A member's name/phone changed — can they edit it in the app? They can edit their name. Phone and email are managed by admins in Users (for synced users, by the source system) because they're the sign-in identity.
Sync, invitations, and data
Will sync overwrite changes I make to a user? Sync refreshes identity fields (name, contact, type, status, synced tags) but never converts or removes Access Policies, permanent grants, custom tags, notes, or administrator windows. To freeze a row completely, turn off Track source updates (decouple).
What happens when someone is removed from our member system? Sync removes their door access (the row stays, marked Removed by integration) rather than deleting them, so history is preserved. If a sync would remove an unusually large number of people at once, those removals are held back for an admin to review. See Sync & Integrations.
Can I export the user list? Yes. Export CSV on the Users tab downloads the currently filtered list.
Are invitations required before someone can use the app? No — the invitation email is just download links and instructions. Anyone with a phone/email on file and access can install the app and sign in without ever being invited.
How long are access logs kept? About 13 months, then events expire automatically. Deleting a user does not delete their events.
Can I export the access logs? Yes — Export CSV on the Access Logs tab downloads the currently filtered events.
Is there a limit to CSV imports? 200 users per import; run multiple imports for larger lists. Duplicates (matching phone/email) are skipped, not duplicated.
Settings behaviour
I changed a setting but nothing happened. Settings changes require Save changes in the save bar. Once saved, subsequent server authorisation uses the new policy configuration; app-side settings reach phones when the app next refreshes.
Who can see/change these settings? Anyone whose role includes Door & Gate Access for the facility in Performance Hub. Admin actions like unlocks are individually logged with the admin's account. Installing controller software updates also needs Device Management access, and the Performance Hub staff role filter is changed by an organisation admin.
Does the geofence drain members' batteries? No background tracking is involved in unlocking — the app takes a single location fix at the moment of the unlock. (Optional arrival notifications use background location only if the member opts in.)