Keynetics Support
Welcome to our Support Center
Find answers to your questions, troubleshooting guides, and contact information for our support team. We’re committed to helping you get the most out of our product and resolving any issues quickly. If you need additional support, please reach out to support@keynetics.us
FAQs
What can I do if my email registration link has expired?
The company administrator can re-send an email registration via the Users page by clicking the 3 dots next to the user’s name and clicking ‘Resend registration”
What’s a "Property?"
A “Property” is the physical address where device(s) are installed. Properties are created in the Access+ cloud. The device is associated with the Property via the Access+ mobile app by the installer at the time of the physical installation.
Important: A user cannot access a device with the mobile app until that device is installed and physically associated with a Property.
What’s the difference between Companies and Device Groups?
Companies are a group of USERS outside your own organization with various roles and access rights. Device Groups are a group of DEVICES.
Companies and/or your own users can be given access to Device Groups and/or individual Devices.
How do I add my customers or sub-contractors as Companies in the system?
Navigate to Companies > Public Directory > Add Company
What’s the difference between User Access and Company Access?
User Access is for users in your own organization.
Company Access grants access to an entire organization (i.e., one of your customers or sub-contractors), so that they can manage the access of their own users.
Why am I getting access denied on the mobile app when I try to access a device?
Access must be explicitly granted to the user for the specific device or device group.
I gave company access to my customer or sub-contractor, why are their users seeing access denied on the mobile app?
The customer or sub-contractor company administrator must explicitly grant access to the user for the specific device or device group.
How should I group or organize the devices for each of my customers?
There are many ways to do so, but a common method is to create one device group for each customer. Assign all of the customer’s devices to this device group. You can then grant the customer Company Access to their device group.