Reference
Exhaustive tables for Door & Gate Access: every event state, denial reason, setting, default, limit, and option value in one place. Use this page to look up exactly what a value means; the linked guide pages explain how to use each feature.
Access event states
Shown in the Access Logs:
| State | Meaning |
|---|---|
| Request received | The unlock request arrived and is being evaluated (transient) |
| Pending | The request passed checks and is awaiting dispatch (transient) |
| Unlocked | The unlock was reported successful |
| Confirmed unlocked | The door controller confirmed the relay released |
| Admin Unlocked | An admin triggered the unlock from Performance Hub (admin override); logged when the command is dispatched |
| Denied | The request was rejected — see the denial reason on the event |
| Timed out | The command was sent but the controller didn't confirm in time |
| Failed | The unlock could not be completed due to an error |
Event lifecycle: received → dispatched → confirmed unlocked / denied / timed out / failed.
Denial reasons
Each denied/failed unlock records a reason. The table maps the reason to what the member sees and how to fix it:
| Reason (as logged) | Member-facing message | Cause | Fix |
|---|---|---|---|
access_disabled | "Your access has been suspended — please contact the facility" | The user's Access enabled switch is off | Re-enable it on the user's panel in User Access |
no_matching_rule_or_grant | "You don't have access to this door" | No access rule matches the user (or they're outside the rules' operating hours) and they have no applicable grant | Adjust Access Rules, fix the user's type/status/tags, or add a grant |
outside_geofence | "Move closer — you're outside the location's geofence." | The reported location is beyond radius + GPS accuracy + buffer from the geofence centre | Member moves closer; or review the geofence radius/pin |
gps_too_imprecise | "Couldn't pin down your location accurately. Try again outdoors." | The phone's GPS accuracy is worse than the Require GPS accuracy better than threshold | Member retries outdoors / away from interference; or raise the threshold |
location_unavailable | "Couldn't read your location. Make sure Location is enabled and set to Precise, then try again." | The phone didn't report a usable location | Member enables Location (Precise) for the app |
geofence_misconfigured | Unlock denied | Geofence is enabled but its centre/pin is missing — the system fails closed | Place the geofence pin in Settings → Geofencing |
device_offline | "Door is offline. Please contact the facility." | The door controller hasn't reported in (no heartbeat within 5 minutes) | Restore power/network to the controller — see Troubleshooting |
user_deleted | "You don't have access…" | The User Access row was deleted | Re-create or restore the user |
Settings, defaults, and ranges
Door settings
| Setting | Default | Range / options |
|---|---|---|
| Hold time | 10 seconds | 1–30 seconds |
| Maintenance mode | Normal | Normal / Force open / Force closed |
| Door open sound | Off | On / Off |
| Door location label | — | Free text, max 64 characters |
| Icon | Door | 10 options (below) |
| Auto-unlock schedule | Off | Weekly time blocks per day, facility timezone |
| Access rules (per door) | Apply facility rules | Apply facility rules / Apply custom rules for this door / Block all access at this door |
| Geofence (per door) | Inherit from facility | Inherit from facility / Override for this door / Disable geofence for this door |
| Online threshold | — | Controller counts as online with a heartbeat in the last 5 minutes |
Door icons
| Icon | Intended use |
|---|---|
| Door | Standard single door (default) |
| Sliding door | Sliding / automatic door |
| Double door | Double / French door |
| Garage | Garage / roller door |
| Boom gate | Boom gate / barrier arm |
| Pedestrian | Staff / pedestrian walk-in entry |
| Security | Restricted / security door |
| Office | Office / staff-only room |
| Delivery | Loading dock / delivery bay |
| Locker | Locker / storage |
Geofence settings
| Setting | Default | Range |
|---|---|---|
| Geofence enabled | On (for a new facility rule set) | On / Off |
| Radius | 200 m | 50–5000 m (10 m steps; presets 50 / 200 / 500 / 1000 m) |
| Accuracy buffer | 25 m | — |
| Require GPS accuracy better than | 100 m | — |
| Allowance formula | — | radius + reported GPS accuracy + accuracy buffer |
App lock settings
| Setting | Default | Options |
|---|---|---|
| Enforce app lock for this facility | Off | On / Off |
| Grace period before re-prompting | 5 minutes | Always prompt / 1 min / 5 min / 15 min / 30 min / 1 hour |
| Multi-facility behaviour | — | Enforced if any linked facility enforces; shortest grace period among enforcing facilities wins |
Support contacts
| Mode | Behaviour |
|---|---|
| Smart (default) | Shown automatically when a door is offline or there is limited information in the UI |
| Always show | Always on the app dashboard |
| Never show | Never shown |
App messages
| Field | Limit / options |
|---|---|
| Notification type | Information / Notice / Critical |
| Title | 120 characters |
| Body | 2000 characters (soft warning at 500) |
| Link URL | http(s) only, 2000 characters |
| Link label | 80 characters, default "More info" |
| Schedule | Optional Starts at / Ends at |
| Placeholders (automated rules) | {firstName}, {lastName} |
| Automated rule match fields | Membership status / Person type / Tag (tags match synced + custom, case-insensitive) |
| Rule priority | First enabled matching rule wins (list order) |
User fields
| Field | Limit / notes |
|---|---|
| First / last name | 80 characters each |
| Mobile phone / email | At least one required (used for OTP sign-in); phones normalised to international format |
| Tags | 80 characters per tag; synced tags overwritten by sync, custom tags admin-owned |
| Notes | 2000 characters |
| Access enabled | Default on; off = all unlocks denied |
| Grants | Facility-wide, doors list, scopes list, optional operating hours |
Sources, statuses, and other enumerations
| Enumeration | Values |
|---|---|
| User source | Manually added / External Integration / CCTV-Computer Vision |
| Invitation status | Not invited / Invited / Send failed |
| App adoption | Active (has used the app) / Not yet active |
| Require identifier (sync) | Email OR phone (default) / Email required / Phone required / Both required |
| Sync log outcomes | Added / Updated / Skipped / Disabled / Processed |
| Membership status labels | Active, Current, Expired, On hold, Cancelled, Pending (plus any values from your source system) |
| Access Scope templates | Custom, Main entrances, Staff-only, Restricted area, 24/7 access, Business hours, Vehicle access, Service entries |
| Auto-message templates | Expired membership, Payment overdue, Account on hold / suspended, Welcome (new member), Trial / prospect, Document / waiver required |
Sync skip reasons
| Reason shown in sync log | Meaning |
|---|---|
| Integration sync is turned off for this facility | The source's master toggle is off |
| This integration is turned off in sync settings | The specific integration is opted out |
| No phone or email on the record (a phone or email is required to log in) | The record fails the Require identifier rule |
| Record is decoupled and managed manually | Track source updates is off for this user |
| No facility on the source record | The source record isn't linked to this facility |
| No matching User Access record | The change referenced a person with no row here |
Operational limits
| Limit | Value |
|---|---|
| CSV import | 200 users per import |
| Bulk invitations | Sent in batches of 50 |
| Bulk delete preview sample | First 50 users shown |
| Access Logs query | Up to 500 most recent events per window |
| Access event retention | ~13 months, then removed automatically |
| Admin unlock command validity | 30 seconds (the command expires if not delivered) |
| Door controller heartbeat | Every ~30 seconds; offline after 5 minutes silence |
| Sign-in code requests | 5 per hour per phone/email (security limit, cannot be lifted) |
| App sign-out propagation | Revoked immediately; up to 15 minutes for an active session to fully end |
| Auto-unlock schedule save | Restarts the controller — typically 10–15 seconds (longer if a software update is pending) |