Frequently asked questions
Signing in and access
Section titled “Signing in and access”I can’t sign in — what do I do?
Section titled “I can’t sign in — what do I do?”Check that you’re using the right email address (your work address) and completing the whole sign-in, including the one-time code or app approval. If that doesn’t help, contact support with your email address and the time you tried.
I don’t see my organization after signing in
Section titled “I don’t see my organization after signing in”Your access may be pending or recently changed. Contact support and they’ll check your registration.
Why don’t I see all the menu items?
Section titled “Why don’t I see all the menu items?”The portal only shows what your role gives you access to. If you need more, contact your organization’s main administrator.
Employees and access
Section titled “Employees and access”An employee can’t open a lock — where do I start?
Section titled “An employee can’t open a lock — where do I start?”Check in this order on the employee’s detail page:
- Is the account Active (not locked or expired)?
- Is the lock listed under Accessible Locks? If not: the employee is missing the right group membership.
- Is the membership valid today (Valid From/To)?
- Does the employee have an updated app and a working phone?
- Does the lock have power? Check the battery level on the lock’s detail page.
How do I shut off access fast after a lost phone?
Section titled “How do I shut off access fast after a lost phone?”Lock Account on the employee under Employees. All access is shut off immediately. Unlock again once the situation is resolved — group memberships are kept.
What happens when someone leaves?
Section titled “What happens when someone leaves?”Lock the account on their last day, or set an expiration date in advance so access ends automatically.
Can I grant access for a limited period only?
Section titled “Can I grant access for a limited period only?”Yes — set Valid From and Valid To on the group membership. Access starts and ends automatically.
Groups and locks
Section titled “Groups and locks”Why can’t I edit the members of some groups?
Section titled “Why can’t I edit the members of some groups?”Groups marked Synced with Entra ID are managed from your organization’s own user directory. Change membership there, not in the portal.
An employee gets through the main door but not to the resident (or vice versa)
Section titled “An employee gets through the main door but not to the resident (or vice versa)”Access to the resident’s door and the main door may sit in different groups. Check that the employee’s groups cover the whole way in — both the main door and the service recipient’s lock.
Support
Section titled “Support”Who do I contact when I’m stuck?
Section titled “Who do I contact when I’m stuck?”Contact your organization’s support channel. Include what you were trying to do, which employee/lock it concerns, and the time — it makes troubleshooting much faster.