Contact HID Support

by B.S.B..

The idea behind this app is wonderful. However, to really be useful it needs to “just work.” This app, well, doesn’t. I can think of exactly one time it unlocked a door the first time I held my phone up to a reader. Beyond that, I find myself consistently standing at the door, failing to unlock it with the phone three or four times, and reaching into my bag for my card—which works like the phone should. For as inconsistent and unreliable as the phone seems to be, the watch app and lock screen widget are worse.

To be fair, the phone app does seem to be more reliable when open and running but allegedly that shouldn’t be a requirement.

We installed new card readers in part to support unlocking through smartphones, and have a waiting list of users asking to have their devices enrolled for this function. I’m “lucky” enough to be one of our testers but, as the IT leader who is sure to have the flakiness of this system pinned on their group, don’t think I’ll be rolling it out to our users any time soon.

by __storybrooke

This app does not work. Our work has rolled these out and we used to use key cards but we have switched over to the app. I can only get in to the building 50% of the time. And even on those times I typically have to open the app in the car before I walk to the door and then still have to restart the app standing at the door. All while also wearing a face masks and gloves, you then have to use a pin and fiddle through closing and reopening an app. In the cold. I’ve never been so annoyed at an app that should be so simple. Some people at our work haven’t had issues but we’ve all compared our settings to each other and to what the app recommends and it all is correct. Please figure this out... clearly from the reviews it’s been like this for years...

by Jtransue

Running this on the latest iPhone- I have a hard time understanding why it is so bad. App usually has to be re-launched (which means PIN because of faceID and masks) and then the credential has to be manually selected to attempt to unlock doors.

I have heard good things about HID the company, and if they want to keep their reputation up... this has to get fixed OR they have to admit there are technical challenges that mean their product isn’t ready for general use.