Support
Access Control Support Guides
Support Guide Menu
Use this section for practical support content related to access control support guides, including setup, troubleshooting, handover and export or app issues where relevant.
Practical help for users, cards, PINs, access levels, door hardware, request-to-exit inputs and controller faults.
These pages are written to help owners and installers check the most likely causes first, then move to screenshots, model numbers and cleaner support requests when escalation is still needed.
Support guides in this section
Open the guide that matches the symptom or setup job you are working on.
Support guides in this section
Open the guide that matches the symptom or setup job you are working on.
- Access Control Backup, Handover and Administrator Checklist - This guide addresses an access-control system is being commissioned, transferred or prepared for support in the order technical support would test it: preserve what matters, open the correct screen, correct the proven cause and verify the result.
- Access Control Controller or Door Is Offline - This guide addresses an access controller or managed door shows offline in the software in the order technical support would test it: preserve what matters, open the correct screen, correct the proven cause and verify the result.
- Access-Control Door Will Not Unlock - This guide addresses a valid credential is presented but the controlled door does not release in the order technical support would test it: preserve what matters, open the correct screen, correct the proven cause and verify the result.
- Add or Remove an Access Control User, Card or PIN - This guide addresses a staff member needs a new card/PIN or a departed user must be revoked in the order technical support would test it: preserve what matters, open the correct screen, correct the proven cause and verify the result.
- Door Held Open, Door Contact and Request-to-Exit Troubleshooting - This guide addresses door-held-open alarms, door status or request-to-exit behaviour is wrong in the order technical support would test it: preserve what matters, open the correct screen, correct the proven cause and verify the result.
- Set Access Levels, Door Schedules and Holiday Rules - This guide addresses staff require different doors, hours, expiry dates or holiday access in the order technical support would test it: preserve what matters, open the correct screen, correct the proven cause and verify the result.
Frequently asked questions
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What does the Access Control Support Guides section cover?
Practical help for users, cards, PINs, access levels, door hardware, request-to-exit inputs and controller faults.
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Are these pages for customers or installers?
Both. They are written to be customer-facing but still detailed enough to be useful for installers and site managers.
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Should I read the buying guide as well?
Yes, if the support issue is exposing a broader system-design or product-selection problem.