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When a pass cannot be verified in Gate Ops, the app tells you why and holds the scanner until you dismiss the alert. Match the message on screen to the right action below so you can decide whether to admit, deny, or override.
Cause: Generic online failure. The app shows “Verification failed” with an API error or “Please try again.” The failed scan is added to recent activity as blocked or unknown, and the scan phase changes to ACCESS DENIED.Fix: Dismiss the denied alert to resume scanning.
Cause: The pass or credential is past its validity. The app treats the result as exit-only and shows the checkout workflow.Fix: Do not admit the visitor. Record the checkout so they can leave.
Cause: The pass workflow is complete because the visitor already checked out, was released, or was dropped off. The app shows “Workflow complete” and “No action needed.” For school pickups it may show “This student has already been released.” For drop-offs it may show “This student has already been dropped off.”Fix: No action needed. Do not admit on a used pass.
Cause: An access decision denied entry. The denial reason is shown when available. You may see messages such as ENTRY DENIED, CRITICAL ISSUES, WATCHLIST, or STOLEN VEHICLE with the plate number.Fix: Follow the recommended action — deny entry.
Cause: The pass is on the blacklist. The app shows “BLACKLISTED — DO NOT ADMIT” with the reason “Blacklisted / security restriction.”Fix: Hold entry. Do not admit.
Cause: The device has no offline bundle or the cache is out of date. Messages include:
  • “No offline bundle — connect once to download cache”
  • “Offline cache expired — reconnect to refresh”
  • “Not in offline cache”
  • “QR credential not in offline cache”
Fix: Connect the device to the network once to download or refresh the cache.
Cause: The invite or credential is inactive, expired, or already used. Messages include:
  • “Invite inactive or expired”
  • “QR credential expired”
  • “OTP expired”
  • “Already used offline”
Fix: Treat as expired or already used — do not admit.
Cause: The one-time code is invalid. The app shows “Invalid OTP”.Fix: Do not admit on an invalid code.
Cause: The result is a denied or blacklisted check-in, the workflow is not complete, and your role allows overriding a deny. Eligible roles are Estate Manager, Platform Admin, or Security Officer.Fix:
1

Open Supervisor override

Tap “Supervisor override…”
2

Select a reason

Choose from Supervisor override, Emergency / evacuation, Watchlist false positive, or Other.
3

Enter a note and confirm

Enter the required note and confirm. The app shows “OVERRIDE GRANTED” or “Admitted with supervisor override” on success.
Supervisor override requires a connection. Offline, the app shows “Online required”.
Do not use supervisor override for routine admits. Deny or flag when unsure.
The override is audited with your name and reason.
Cause: A decision was already recorded for this pass.Fix: Use the opposite action. If the pass shows “Entry already granted” or a “Checked in at” message, use Deny entry to reverse it. If it shows “Entry already denied” or a “Denied at” message, use Grant entry to admit instead.

Verify a pass

Scan and verify visitor passes before choosing entry or exit.

Check In or Out

Record visitor entry and exit, including denials.

Safety and emergency settings

Configure emergency overrides and exception workflows.