Troubleshooting & Support

Having trouble with ClearAccess? Here are the most common issues and how to resolve them.

Access Issues

"Invalid Pass" at the gate

• Cause: The pass has already been used, has expired, or was revoked by the host.
• Solution: Ask the host to generate a new pass. If you are a resident, check your Active Passes list to see the status.

Scanner not working (Guards)

• Cause: Poor lighting, low screen brightness, or lack of camera permissions.
• Solution:
  1. Increase the guest's phone brightness.
  2. Use the "Flashlight" toggle in the scanner.
  3. Use the Manual Entry option and type in the 6-digit code.

Technical Issues

Cannot log in

• Cause: Incorrect password or unverified email.
• Solution: Use the Forgot Password link. Ensure you have clicked the verification link sent to your email after signing up.

Push notifications not arriving

• Cause: Battery saver mode or disabled permissions.
• Solution: Check your phone's notification settings for the ClearAccess app. Ensure "Allow Notifications" is enabled.

Billing & Wallets

Balance not updating after top-up

• Cause: Delayed payment confirmation from the bank or payment processor.
• Solution: Wait 5-10 minutes. If the balance still doesn't reflect, check your email for a receipt from the payment gateway (e.g., Paystack) and contact billing support.

Transaction failed

• Cause: Insufficient funds or network error.
• Solution: Try a different payment method (e.g., Bank Transfer vs. Card). Check your bank's app to ensure the funds haven't been deducted.

Contacting Support

If your issue isn't listed here, you can reach out to our team:

• Inside the App: Use the "Support" tab in your dashboard.
• Email: support@clearaccess.com
• WhatsApp: Click here to chat with an agent

For immediate gate emergencies, please contact your estate's management office directly.