Investigate biometric gate or check-in denial

Question

Member or staff says the gate did not open or access device did not recognize them.

Steps

• Confirm the location and device first. Open Admin Biometric Setting and verify the access-control device is active, mapped to the correct gym, and has provider, device id/external id, code, serial number, and status configured.
• Confirm provider readiness for the configured provider, such as Matrix COSEC, ZKTeco, or Suprema. Check Safe/fake device mode, command endpoint URLs, token/header setup, and the latest access-control command response before testing a live gate.
• For a member denial, open the person profile and verify active membership/trial entitlement, outstanding/access block, correct home/allowed location, and check-in duplicate policy.
• For a staff denial, open Staff Roster and Admin Staff to verify the staff profile, default location/gym access, attendance enabled flag, and roster schedule.
• Review Check-in, Staff Roster, Audit Trail, Outbox, and Dead Letters around the failed time. Capture provider event id, request/correlation id, and device id if available.
• Do not repeatedly force-open the gate without fixing the root cause. Use a documented manual override only when the manager permits it and record reason/source.

Correct outcome

The team can tell whether denial came from entitlement, location, device mapping, provider health, safe mode, duplicate policy, or staff roster setup.