How to Tap?

Tap functionality works similar to how an access card is used, by presenting the mobile device close to the reader. There is a tutorial for Tap in the Help menu. On Android devices you can Tap via NFC or Bluetooth Smart depending on your reader capability.

Note: To configure how Tap operates on the mobile device with the reader, see the Mobile Access App configuration setting. Mobile Access on Android 4.x can be set to be allowed when screen is on, allowed when app is in foreground and allowed when screen is unlocked. On Android 5.x Mobile Access can be set to be allowed Always, which allows opening lock when app is in foreground, background and when device is locked.

How to Twist and Go?

The Twist and Go gesture is available only on readers that have been configured to include the long read range option over Bluetooth Smart. Reader configuration can be confirmed by your Security Administrator. To use the Twist and Go feature, twist your device within 6 feet / 2 meters from the reader (similar to the motion of turning a door knob). There is a tutorial for Twist and Go in the Help menu.

If a “reader out of range” message is received, move closer to the reader and try again.

Note: To configure how Twist and Go operates on the mobile device with the reader, see the Mobile Access App configuration setting. Mobile Access on Android 4.x can be set to be allowed when screen is on, allowed when app is in foreground and allowed when screen is unlocked. On Android 5.x Mobile Access can be set to be allowed Always, which allows opening lock when app is in foreground, background and when device is locked.

Periodically mobile device Operating Systems close down apps that are not active. Therefore from time-to-time it may be necessary to restart the HID Mobile Access App.

What to do when Tap over NFC doesn’t work

On some Android devices you need to change a NFC setting for HID Mobile Access to work correctly. Where you find the setting depends on device model. Here are two examples:

  • Samsung S5 - Settings > Connections > NFC > Advanced settings (top right button) > Change NFC Processing Method == SE SIM Card // Android operating system. Change to Android operating system.
  • LG G3 - Settings > Share & Connect > NFC > Tap & Pay > Settings (top right button) == SIM card // Android system (HCE). Change to Android system

What are Mobile IDs?

Mobile IDs are the virtual credentials that are stored on the mobile device and issued or revoked via the HID Mobile Access portal. For security purposes each Mobile ID is unique to each device so they cannot be copied. If a user switches devices a new Mobile ID must be issued. Up to five devices (if allowed by the organization) can be assigned per user, each with their own Mobile ID.

Does the App collect private data?

The app collects information phone push ID, phone model and OS version to offer the service and provide customer support. Details of what data we collect are listed in the Privacy Policy users accept during the App installation process. Location data, such as GPS geocodes, is not collected.

Why does the reader not recognize my mobile device?

To initially troubleshoot the phone/reader connection, verify the following are in order:

  • Mobile Access App is installed correctly and a valid Mobile ID is visible on the device screen.
  • Mobile Access App is in the foreground, and the Mobile ID has been entered as a credential into the Access Control System (confirm with your security administrator).
    • Check when Mobile Access is configured to be allowed the Mobile Access App configuration settings. Mobile Access can be set to be allowed Always, which allows opening lock when app is in foreground, background and when device is locked.
  • Reader is a mobile-enabled reader that supports Bluetooth Smart and with supported Android device such as Samsung S4, S5, Sony Z3 or LG G3 with Bluetooth Smart. Bluetooth has been enabled on the device.
  • Reader is NFC capable, the device has NFC turned on and NFC settings have been updated to Android Operating System as opposed to SE SIM card.
  • Reader works with a traditional Psychical Access Card, or another device.

If all of this is in order and issues continue, consult your security administrator for support. Note the color of the reader LED, as this may provide further insight into the issue.