Troubleshooting mobile unlock

Scenario: Mobile access is not working

1. Make sure the user has been allowed access to the intended room (Go to guide)

2. In Accessia app, go to Profile > Permissions and check there are no tasks to complete

Scenario: Bluetooth-based access (tapping the Reader) is working, but the phone doesn’t offer to pair for hands-free access

1. Make sure hands-free unlock (UWB) is enabled for the door (Go to guide)

2. Make sure you’re using a compatible iPhone (iPhone 11 or newer, excluding iPhone SE and iPhone 16e)

Scenario: Accessia app pairs with the door for hands-free unlock, but fails to unlock the door

1. Follow the guide to reset the UWB pairing