If an access card or mobile credential does not open an entry point, follow your property's normal access procedure. Do not force the door, prop it open, share a credential, or bypass the locking hardware.

PGC illustration: hardware, credentials, and software should be planned together.

Record the symptom

• Which door or gate is affected?
• What time did the attempt occur?
• Did the reader show a light, sound, or message?
• Does the issue affect one authorized user or several?
• Does the credential work at another entry point where that user normally has access?
• For mobile access, does the approved app show a sign-in or connection error?

Contact your authorized administrator

Your property or system administrator can check whether the credential is active, assigned to the correct person, and permitted for the entry point and schedule. New access, replacement credentials, and permission changes require the appropriate authorization.

Distinguish an access decision from a hardware issue

Report whether access appears denied or the reader appears to accept the credential while the door remains closed. This observation helps identify the next check; it does not establish the cause by itself.

Escalate an affected entrance

If multiple users are affected, a door will not secure, or the hardware appears damaged, notify your site contact and contact PGC support. Include the door name, symptoms, and timing. Keep credential numbers, access codes, and private access logs out of general email or public posts.

For a lost credential, notify the authorized administrator promptly using your established process. A support ticket alone does not revoke access or confirm that a door is secured.

Related PGC services

Planning an installation, upgrade, or service visit in Dallas–Fort Worth? Explore the related service or tell us about your property.

• Access control systems
• Request a security assessment or project quote