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 to User Access let them open doors? Not by itself. A user can unlock a door only if an access rule matches them (person type/status or tag) or they have a per-user grant. Adding the row just 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 User Access. Every unlock they attempt is denied immediately, without touching rules or deleting their record. Optionally also Sign out of app on their panel.
What's the difference between rules and grants?
Rules match categories (all Members with status Current, anyone tagged staff); grants name individuals (this person can use these doors/scopes). A user passes if either matches. See How access decisions work.
Why can a member open the front door but not the staff door?
Doors can carry scope or per-door rule overrides. The staff door is probably in a scope with a Rules override (e.g. tag staff only) that replaces the facility rules for that door. Check the door's Access rules tab and the scopes that contain it.
Do operating hours apply to admins unlocking from Performance Hub? No. The admin Unlock door / Open buttons are overrides — they always work, even during Force closed maintenance, and are logged against the admin's account.
Can I give someone access for specific hours only? Yes — two ways: rules carry Operating hours for everyone they match, and an individual's per-user grant can carry its own hours.
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? Operating hours limit when the app will unlock for users. The auto-unlock schedule physically holds the door open during its windows — no app needed. They're configured in different places (rules vs the door's Schedule tab) and work independently.
What's the difference between Force closed and Block all access? Force closed is a hardware-level hold — the relay stays locked and the controller ignores commands (except admin unlocks). Block all access is a policy setting — the door functions normally but every user unlock is denied. Both stop members; Force closed also signals "out of service" to the app as maintenance.
Why does saving a schedule restart the door controller? The schedule runs on the controller itself (so it works even if the internet drops). Pushing a new schedule 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 User Access row. See Mobile app.
Can one person use the app at multiple facilities? Yes. If the same phone/email exists on User Access rows 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 User Access (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 touches Access enabled, grants, custom tags, or notes. To freeze a row completely, turn off Track source updates (decouple).
What happens when someone is removed from our member system? Sync disables their access (the row stays, badged Disabled) rather than deleting them — history is preserved and re-instating them is one toggle.
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-tab changes require Save changes in the save bar. Once saved, access policy changes apply to the very next unlock attempt; app-side settings reach phones when the app next refreshes.
Who can see/change these settings? Anyone with access to the Door/Gate Access module for the facility in Performance Hub. Admin actions like unlocks are individually logged with the admin's account.
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.)