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.

Before we start, let's check the compatibility of your device. 

Apple iOS Supported Devices iPhone 4s to current model (requires iOS 8.2 or higher) System Requirements Internet connection (Wi-Fi or cellular) Download from Apple App Store

Android  Supported Devices Available for Android devices running Google Android 4.0.3 or higher System Requirements Internet connection (Wi-Fi or cellular) Download from Google Play Store

 

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.

 

Why aren't all my doors showing up?

With the release of Brivo Mobile Pass version 2.13 on iOS and version 2.11 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 the doors at your site from a single page instead of through multiple pages to find the door you need. 

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. 

STEP 1	STEP 2	STEP 3	STEP 4
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 it will say "Favorite Doors" at the top and the "Star" icon will be solid white. This is the default screen.	As you will notice, if you click on the star icon, nothing happens, it will not deselect your favorited doors. In order to be able to see all the doors assigned to you, you will need to click on the 3 stacked rectangles on the bottom left hand side of the application.	After clicking on the 3 stacked rectangles, you will be taken back to the home screen. This home screen is where you will find all the buildings (sites) associated with your membership. Once at the home screen click on the building that corresponds with your company.	After clicking on the building that corresponds to you, you will be taken back to your entire door list, where you can scroll and find the door that you would like to access. You are able to verify you are not in your favorites list by checking the name at the top of the pass (it should be the building name) and that the "Star" icon is no longer solid white.

 

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. If you have upgraded, downgraded, added parking, etc and you do not see the correct doors, please follow the steps below to refresh your Mobile Pass.

STEP 1	STEP 2	STEP 3
When you first open the Brivo Mobile Pass application, you will be taken to your home screen. If you have had access levels added or removed you'll need to refresh your pass. If you don't know if you have had them added or removed this can still apply to you. In order to be able to see all the doors and access levels assigned to you, you will need to click on the 3 stacked rectangles on the bottom left hand side of the application.	After clicking on the 3 stacked rectangles, you will be taken back to the home screen. This home screen is where you will find all the buildings (sites) associated with your membership. Once at the home screen click the refresh button located at the bottom left hand side of the app. This will refresh your mobile pass and add or remove any doors. Please keep in mind that access levels are based on membership type and status.	After refreshing your app, you will be able to see all the doors you have access to.  If for some reason your access level is unchanged and you believe you need a door added, please reach out to our support team by submitting a ticket and we'll take a look.  Please note, that passes are automatically sent based on membership type and do get updated automatically when upgrading, downgrading, or terminating. You can see what membership type you have by logging into your portal and clicking on the Memberships tab.

 

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 refresh steps as outlined above to see if your Mobile Pass is still valid. 

Once refreshed, if your mobile pass disappears follow the steps outlined in this article.

Once refreshed, 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. Pin codes were discontinued in August 2019. 

Once inside the elevator simply hold your phone next to the reader and select the door 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.

 

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.

 

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 email support@downtownworks.com and we will send you a new invitation! Why does this happen? Read about it here.