Brivo Mobile Pass Troubleshooting

So you're having an issue with Brivo Mobile Pass? No worries, we made this guide to help you solve and troubleshoot nearly every issue you can encounter (that we know about!). 

Need help on how to use Brivo Mobile Pass? Let us show you.

My pass says its invalid!

For starters, please note that once we send your Brivo pass you have 72 hours from when we sent the email to redeem your mobile pass. If you do not redeem the pass within that time frame, for security purposes, your pass becomes invalid and you must request a new one. In order to request a new one just submit a support ticket by clicking the "Submit A Request" button above.

NEW! To expedite the process, you can create a Brivo account so your pass will be directly loaded onto your pass once its sent. 

Why aren't all my doors showing up?

With the release of Brivo Mobile Pass version 4.0 on iOS and version 3.6.2 on Android there is a new enhanced in app experience that may be confusing for some users. Brivo has reorganized the app experience to make it easier to unlock your doors. With this change, you can now access all of your favorited doors at your site from a single screen. 

If you were using the previous version of Brivo and have starred or favorited any doors, you may run into an issue where you can't see all of the doors, please continue reading below. 

When you first open Brivo Mobile pass you will be taken directly to this screen, which shows all of your doors. If you have previously selected a favorite(s) door(s) they will appear here. Notice how each door has a Star next to it. This is the default screen. If you'd like to see all the doors, click on the "Search my doors" search bar at the top of the app.

After clicking on "Search my doors" simply scroll down and you will find the full list of doors.

How do I add doors to my favorites so they show  in the home screen?

On your list of doors (either on the home page or through "Search my doors", swipe left until a wrench icon appears.    Click on the wrench icon, to open up the door settings.

Once you have clicked on the wrench icon, you can enable/disable your favorites by clicking on the "Add to Favorites" or "Remove from Favorites" button. Reminder - your favorites will be shown at all times on the home screen.    Additional features which can be enabled on this screen include: Magic Button (for compatible readers) Add to Siri (you can ask Siri to unlock a door) Edit Door Name

How do I set my pass up to show doors only?

On the homepage of the application, click the hamburger icon from the top right hand side.

Once you have clicked on the hamburger icon, select the "My Settings" option directly under "Search"

Once you have clicked on the "My Settings" option, click on the "Favorite & Recent Doors" option under the "Set the default Home screen" menu.  Ensure the green checkmark is directly to the right. Once selected, click on the back button (top left) and go to the home page.   You're all set!

I should have access to other doors, why aren't they showing up?

Access to different areas of Downtown Works is based on what type of membership you have. Please be aware that this is an automated process, but things may not go as planned. If you have upgraded, downgraded, added parking, etc and you do not see the correct doors, please submit a support ticket so we can take a look.

My pass isn't working!

If your Brivo Mobile Pass is giving you error messages and/or does not want to unlock any doors, please follow the steps above to troubleshoot. 

If your mobile pass has disappeared from your phone follow the steps outlined in this article.

If your mobile pass does still appear in your application, please ensure that you have a good Wi-Fi or cellular connection. Many times, your device does not have a strong enough connection to communicate with our servers. If you are approaching the building and attempting to unlock a door and receive an error message, your signal may be too weak, your phone is attempting to connect to a Wi-Fi network (more about that below) or you are outside our geofence.

Additional Information: Wi-Fi signals always supercede cellular signals in many cases. When your phone attempts to connect to a Wi-Fi network the router must verify and authenticate your device as valid. Please complete the authentication process if you are establishing a connection to the Downtown Works Wireless Network.

How do I unlock the elevator?

In order to access the elevator after hours, you must use your Brivo Mobile Pass application. 

Once inside the elevator simply hold your phone next to the reader and select the option that corresponds with your Building or Site name. Normally this is the first option that appears.

Please be advised that your phone's Bluetooth and biometrics are going to be used to unlock the elevator. You must set up Touch ID, Face ID, or Android Fingerprint in order to use the elevator.

If you do not have a compatible device, please contact our support team.

iPhone Users: Settings > Brivo Pass > Turn On Bluetooth

If you are consistently received an orange 'UNABLE TO CONNECT' message, try the following:

• Click the Settings Gear icon on the bottom right side of the screen.
• Click on Enable Magic Button to uncheck that feature. You will be able to now see Elevator listed on your device.

I only have one door or option to select in my application.

If you only have one option available to select in your Brivo Mobile pass it means that your building has integrated readers. What this means is that they are all connected together and use Brivo's "Magic Button". Magic Button automatically identifies the nearest reader and unlocks your door, if in range. Please be advised that your phone's Bluetooth and biometrics are going to be used to unlock these doors. You must set up Touch ID, Face ID, or Android Fingerprint in order to unlock these doors. If you'd like to be able to remove this option, please refer to the homepage section above.

I downloaded the app but I can't access the door...

The Brivo Mobile Pass uses geofencing through our wifi network to ensure secure access only when members are at the space. Users MUST connect to the wifi network before trying the door. 

I deleted the app or got a new phone...

No problem, for security reasons your pass will automatically be deactivated. Please submit a request and we will send you a new invitation! Why does this happen? Read about it here.