Access Control Troubleshooting
Common access control issues and what to check before calling support.
Badge Not Reading
Hold the card flat against the reader for 2-3 seconds. If using a mobile credential, ensure Bluetooth is enabled and the phone is unlocked. Try a different card — a damaged card will need replacement.
Access Denied (Valid Badge)
This usually means your access schedule or zone permissions need updating. Contact your office manager or submit a ticket. Common after role changes, office moves, or after-hours access requests.
Door Won't Lock/Unlock
Check if the door is aligned properly — a warped frame can prevent the strike from engaging. Verify the magnetic lock or electric strike has power. If the REX (request to exit) button works but the card reader doesn't, the reader may be offline.
When to Call Support
If an exterior door is stuck unlocked, call immediately — this is a security incident. For interior door issues, submit a standard ticket with the door location and reader number. We can remotely check reader status.
Related Articles
Related Services
Still Need Help?
Our support team is here to help. Submit a ticket through the client portal or call us directly.