How can we help?
Submit a service request for your access control, locks, door hardware or network, or call us for anything urgent.
Try the Help Center first: step-by-step fixes →Ask our help desk assistant.
Get quick answers about fobs, door locks, intercoms and more, any time of day. If it can't solve the problem, it opens a service request for our team or connects you with a technician.
Try these first
A card or fob stopped working
Try another door to see if it's the credential or the reader. If other cards work on that door, the user may be expired or outside their schedule. Check the person in your access software, or send us the name and door.
A door won't lock or stays unlocked
Make sure the door fully closes and nothing blocks the latch. Check whether an unlock schedule or holiday is active. If the building is unsecured, call us right away instead of submitting a form.
The intercom isn't calling residents
Confirm the person is listed in the directory and has the app installed with notifications on. If no one is getting calls, the panel may have lost internet. Note any message on the screen and send us a photo.
Devices show offline
Check whether your internet service is down and whether there was a recent power outage. Don't unplug network gear without guidance, since that can affect locks. Submit a request and we'll check remotely where possible.
I need to add or remove a user
Most systems let your admin do this in the platform's web portal or app. If you don't have admin access or want us to handle it, submit a request with the person's name and which doors they need.