Are you having trouble accessing your association's pool, tennis court, gym, or other amenity area? You're in the right place!

Here's a friendly guide on some of the issues that may prevent access and how to troubleshoot them.

If you've never accessed these areas before, check out our "Amenity Access" article instead.

Problem

The device is malfunctioning, broken, misplaced, or lost.

How Do I Know?

• If you are unable to find the device after searching.
• If you left the device at the amenity area.
• If your device is visibly damaged.
• If the electronic reader is not responding.
• If the physical key does not fit into the lock.

Solution

Fill out the "Device Troubleshooting" form in your property owner account.

Tenants

If you don't have access to the owner account, contact the person or company you are leasing the property from.

Problem

Access has been suspended due to an outstanding balance or issue.

How Do I Know?

• If there is a posted balance on your property owner account.
• If you've received communication from the Association regarding a suspension in access.

Solution

Pay the balance on your account. Our Amenity Access specialists check balances on a regularly scheduled basis.

If your permissions were suspended for an issue, ensure that issue has been resolved. If it was a suspension for a specified time period, wait until the suspension has been lifted.

Problem

User error is causing the device to not be recognized by the reader.

How Do I Know?

This is a hard one to recognize on your own because it may appear very similar to a broken device, especially if you're not very familiar with how to use the device reader.

Therefore, the best way to find out for sure if you're encountering a device recognition issue vs. a broken device issue is to fill out the "Device Troubleshooting" form on your property owner account.

Tenants

If you don't have access to the owner web portal, contact the person or company you are leasing the property from.

Solution

Follow the instructions our team or a representative from your association provides to properly use the device reader.

Problem

Device scanner not working because it is being used outside of the amenity's operation hours.

How Do I Know?

• If the current time or date doesn't match the operation hours posted at the amenity
• If you've received a association-wide correspondence regarding a temporary amenity closure.

Solution

Return during the hours of operation.

Problem

Using a device that has been programmed to another resident.

How Do I Know?

As with device recognition issues, this is a hard one to recognize on your own, especially if you've accidently picked up the wrong card in the past and don't realize it. If the resident whose card you're accidently using has an issue like an account balance, it can prevent you from accessing the amenities, even if you don't have the same issue.

Therefore, the best way to find out for sure if you're encountering a device recognition issue vs. a broken device issue is to fill out the "Device Troubleshooting" form on your property owner account.

Device Readers Keep Track of Who Scans In

It's also important to note that breaking the Association's rules by purposely using someone else's access device if yours has been deactivated due to an account balance or other issue that is yet to be resolved is never a good idea.

The device scanner tracks every device scanned, at what time it was scanned, and which household the device scanned is assigned to. Not only will you get in more trouble, but so will the residents that gave you their card.

Solution

After filling out the "Device Troubleshooting" form, our team will check to make sure the device is assigned correctly, and will provide you with any follow-up steps.

• Keep Your Device Handy: Store your access device in a convenient place. You may want to put it on a special lanyard in the area where you hang your keys. This will make it easy to transport and keep track of. Do not store it in a location where may be in close proximity to excess heat/direct sunlight, excess water/moisture, or strong magnets, as these may result in damage to the device.

• Check Your Account: Regularly check your property owner account for any outstanding balances or issues that may affect your access.

• Contact Support: If you continue to experience issues, don't hesitate to contact our Amenity Access specialists for assistance. You can send them a message through the “Device Troubleshooting” form on your property owner account, or call (678) 363-6479.