Are you having trouble accessing your association’s pool, tennis court, gym, or other amenity areas? You’re in the right place! Here’s how to troubleshoot common issues that may prevent access.

Never Had Access Before?

If you’ve never accessed these areas before, check out our Amenity Access Guide for instructions on establishing first-time access.

Common Amenity Access Issues and Solutions

Issue 1: Malfunctioning or Lost Device

Your access device is broken, misplaced, or not working.

Signs this may be the issue:

  • You cannot find the device after searching.
  • You left the device at the amenity area.
  • The device is visibly damaged.
  • The electronic reader does not respond.
  • A physical key does not fit the lock.

Solution:

  • Fill out the “Device Troubleshooting” form in your property owner account.
  • Tenants: Contact your landlord or leasing company to initiate the process.

Issue 2: Outstanding Balances or Issue

Access may be suspended due to unpaid balances or unresolved issues.

Signs this may be the issue:

  • Your property owner account shows an outstanding balance.
  • You’ve received communication about suspended access.

Solution:

  • Pay the balance on your account.
  • If access was suspended for another reason (e.g. rule violation), resolve that issue before access can be restored.

Issue 3: Device Recognition Error

Your device isn’t being recognized by the reader due to user error.

Signs this may be the issue:

  • The device appears functional but won’t scan.
  • You’re unfamiliar with how the reader works.

Solution:

  • Submit the Device Troubleshooting form in your property owner account.
  • Our team will confirm if the device is active and provide instructions for proper use.

Issue 4: Outside Hours of Operation

The amenity is closed, and the device scanner is disabled.

Signs this may be the issue:

  • You’re trying to access outside posted hours.
  • You’ve received a notice about a temporary closure.

Solution:

  • Retry during posted hours of operation.

Issue 5: Using Another Resident's Device

You’re using a device assigned to someone else.

Why this matters:

  • If the other resident’s account has an issue (e.g. unpaid balance), your access will fail.
  • Sharing devices violates association rules and can result in penalties.

Solution:

  • Submit the Device Troubleshooting form so we can verify device ownership.
  • Always use your own assigned device.

Important Note: Device Readers Track Usage

Every scan is logged with the device ID, time, and assigned household. Using someone else’s device can lead to additional violations for both parties.

FAQ: Amenity Access Troubleshooting

What should I do if my device is lost or broken?

Submit the Device Troubleshooting form in your property owner account. Tenants should contact their landlord.

Why was my access suspended?

Common reasons include unpaid balances or unresolved rule violations. Check your property owner account for details.

Can I use someone else’s device?

No. Sharing devices violates association rules and can result in penalties for both parties.

How do I know if my device needs reprogramming?

If the reader doesn’t respond and you’ve ruled out user error, submit the Device Troubleshooting form. Our team will confirm and assist.

What if the amenity is closed temporarily?

Access will be disabled during closures. Check posted hours and association notices before visiting.

How long does it take to restore access after payment?

Access is typically restored within 1–2 business days after the balance is cleared.