Brivo Mobile Pass Troubleshooting

Experiencing issues with your Brivo Mobile Pass at Downtown Works? This guide is designed to help you solve and troubleshoot various common problems.

How to Use Your Brivo Mobile Pass

For iOS Users:

• Download: Get the app from the Apple App Store.

For Android Users:

• Download: Get the app from the Google Play Store.

Common Issues and Solutions

My Pass Says It’s Invalid:

• Redemption Timeframe: You have 72 hours from when the email was sent to redeem your mobile pass. If not redeemed within this timeframe, it becomes invalid. To request a new one, submit a support ticket.
• Account Creation: Create a Brivo account for automatic loading of your pass once it’s sent.

Doors Not Appearing:

• App Version: Make sure you are using Brivo Mobile Pass version 4.0 on iOS or 3.6.2 on Android for an enhanced in-app experience.
• Favorites Management: If doors are missing, check your favorites on the home screen or use the "Search my doors" feature to find and manage door settings.

Advanced Settings

Adding Doors to Favorites:

• Navigate to the list of doors, swipe left on a door to reveal the wrench icon, then adjust settings to add or remove from favorites.

Magic Button and Siri Integration:

• Enable the Magic Button for compatible readers and add unlocking commands to Siri for quick access.

Specific Access Issues

Elevator Access After Hours:

• Use the Brivo Mobile Pass app next to the elevator reader and select the appropriate building or site name. Ensure Bluetooth and biometrics like Touch ID or Face ID are set up for access.

Single Door or Option Selection:

• If only one option is available, it might be due to integrated readers using Brivo’s "Magic Button" feature, which identifies the nearest reader.

Connectivity Tips

Strong WIFI or Cellular Connection Needed:

• Ensure a robust connection to communicate effectively with our servers. Weak signals may prevent door access.

Troubleshooting

App Deletion or Device Change:

• If you delete the app or change your device, your pass will be automatically deactivated. To reactivate, submit a request for a new invitation.

Still Having Issues?

• If problems persist after trying the above solutions, please submit a support ticket for further assistance.

Remember:

• The Brivo Mobile Pass uses geofencing through our WiFi network to ensure secure access. Make sure to connect to the WiFi network before attempting to unlock doors.