When you experience an issue, we want to resolve it as quickly as possible. The best way to help us do that is by sharing a few key details in your first message.

Short or vague messages like “doesn’t work” or “door not opening” don’t give us enough information to understand what happened. With more details, we can investigate right away and provide the right solution faster.

What to include in your message

• Which door, gate, or device you were trying to use.

• The date and time the issue occurred.

• The feature you were using (for example: Visitor Pass, PIN code, Delivery Pass, Swipe to Open/Unlock).

• Any error messages that appeared.

• Screenshots or a short video of the problem, if possible.

Examples of unclear vs helpful messages

Doors & Gates

• ❌ “door not opening”

• ✅ “On Saturday at 2:15 pm, I tried Swipe to Open at the Main Entrance door, but nothing happened. The app showed no error. I had Wi-Fi connected.”

Visitor Pass

• ❌ “my guest couldn’t get in”

• ✅ “Guest used Visitor Pass at the Front Gate around 5 pm. They saw an error screen (screenshot attached).”

PIN Code

• ❌ “pin doesn’t work”

• ✅ “Tried PIN code 1234 at the Side Door at 10 am, but the keypad didn’t accept it. See photo attached.”

Delivery Pass

• ❌ “delivery didn’t work”

• ✅ “Delivery driver used the Delivery Pass at the Lobby entrance at 11 am. The system didn’t open the door. Screenshot attached.”

Why this matters

The more detail you provide, the faster our team can identify what happened and get you the right solution. A few extra words in your first message can save back-and-forth and help us resolve your issue much quicker.