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Assign an Access Control card or PIN to a user

Important: Access Control hardware must be programmed and doors added to the account before cards, fobs, or pins can be added to users. For more information, contact your service provider.

To assign a card, fob, or PIN to a user using the customer app:

Note: When adding new user credentials, changes made to new or existing users go into effect 2 minutes after the last user credential change is made. When revoking a user’s access, the change goes into effect immediately after saving.

• Log into the customer app.
• Tap .
• Tap User Access.
• Tap next to Access Plans.
• Tap Users.
• Tap Add or tap followed by next to edit an existing user.
• Tap Add Credential, then tap Access Badge or PIN to set the user’s required credentials. A badge can be assigned by manually entering the badge number or by scanning it. A PIN can be assigned by entering the desired code.Note: If there are already credentials associated with the user, tap to add more.
• In Access Plans, tap Manage Access to select the desired Access Plans the user will be a part of. Alternatively, you can navigate back to the Access Plans page and add the user to the desired plan.

To assign a card, fob, or PIN to a user using the customer website:

Note: When adding new user credentials, changes made to new or existing users go into effect 2 minutes after the last user credential change is made. When revoking a user’s access, the change goes into effect immediately after saving.

• Log into the customer website
• Click User Access.
• Click Users.
• Click Add User or click followed by next to edit an existing user.
• Click Add Credential followed by Access Badge or PIN to set the user’s required credentials. A badge can be assigned by manually entering the badge number or by scanning it. A PIN can be assigned by entering the desired code.Note: If there are already credentials associated with the user, click to add more.
• In Access Plans, click Manage Access to select the desired Access Plans the user will be a part of. Alternatively, you can navigate back to the Access Plans page and add the user to the desired plan.

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Managing Access After Setup

Many of our customers have gates and/or garage doors with their access control systems. Sometimes there are malfunctions that are simple fixes that can be troubleshot but please give us a call if you continue to have issues.

• Add Access Control users in bulk
• Add Access Control Users with access to multiple locations
• Add an Access Control locking or unlocking schedule
• Manage Access Plan

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For LiftMaster gates

• Open and close the gate from the wall control.
• Request an update on the equipment status using the customer app or customer website.
  • To update the equipment status on the customer app, tap on the Gate status in the Garage Doors card, then tap Reconnect.
  • To update the equipment status on the customer website click Details on the garage card, then click Refresh.
• Verify the gate is within communication range of the router.
  • Verify the internet connection it is associated with is active.
• Verify the gate control device has power.

If the gate control device is still in malfunction or offline, please contact us.

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Garage door opener is in malfunction

The Malfunction trouble condition indicates a device is unable to properly communicate.

Note: The garage door opener status may also appear as offline.

If a garage door opener is in malfunction or offline:

• Open and close the door from the garage door opener’s wall control.
• Request an update on the equipment status using the customer app or customer website.
  • To update the equipment status on the customer app, tap on the Garage Door status in the Garage Doors card, then tap Reconnect.
  • To update the equipment status on the customer website click Details on the garage card, then click Refresh.
• Verify the garage door opener is within communication range of the router or panel.
  • If using a Wi-Fi (e.g., LiftMaster, Genie, Overhead Door) garage door opener, verify the internet connection it is associated with is active.
  • If using a Z-Wave garage door opener, verify the device is within range of the Z-Wave network.
• Verify the garage door or wall controller has power.
• If it is still in malfunction or offline, please contact us.

Have more questions? We have answers. Call us today.

817-632-4246