In this article, we gather some common error messages and issues that you might encounter as well as the solutions to them. Depending on the restrictions set by the admin you may encounter different issues. If you need access to a place, always reach out to the place admin as it is he or she who will share you access.
Be advised that there are two ways to use Kisi.
1. One is to approach a locked door that is Kisi configured and simply swipe the lock to the right in the Kisi app.
2. The other one is to tap your smartphone against the Kisi Reader next to the door (only available if the location uses Kisi Readers and the feature is enabled by the admin).
Common error messages on a mobile device
Error message: "You're not close enough to the door"
Meaning: This error message is only shown if you are trying to unlock a door that has a location restriction on it.
Solution: Make sure that Bluetooth Sharing and Location Services are on for iPhone and NFC and Location Services for Android as well as the latest version of the Kisi App.
Error message: "The Kisi Controller is not available"
Meaning: The Kisi Controller is offline.
Solution: Usually when this happens, it is due to either network or power issues at your location. If you are an admin of the place, please see the following article for troubleshooting. If you are not an admin of the place and are receiving this error, please contact your place admin for assistance.
Apple Pay opens when using tap to unlock with an iPhone.
Meaning: Apple Pay reacts to NFC devices even when it should not.
Solution: Apple is aware of the issue but is not fixing it. The only solution is to disable Apple Pay or use swipe in the app instead.
Problem: "I can not see any places in the app"
Meaning: You have no active shares. Either your place admin has not shared access to you yet, the share is time-limited and not active yet, or you have been de-assigned access.
Solution: Reach out to your place admin as he or she needs to grant you access. Kisi can not share access due to security reasons.
Problem: Our door/s report as open even though they are not
Meaning: The contact sensor for the specific door might be enabled even though you do not have a contact sensor installed. If this is the case, the door will report as open even when it is not.
Solution: In the admin dashboard, go to the Controller and check the settings for the contact sensors and adjust according to your situation.
Problem: My account is locked
Meaning: Accounts are locked for 5 minutes when there have been too many attempts with incorrect login credentials.
Solution: If you have forgotten your password, please go to https://web.kisi.io/users/sign_in and click on Forgot Password? Enter your email address. Click submit and you will receive an email with instructions on how to update your password.
Problem: Kisi Does Not Work for Tap to Unlock When Paired With Bluetooth Headphones
Solution: This is an Apple bug that has yet to be fixed. To use the Kisi tap to unlock feature, users will need to disconnect their Bluetooth headphones before attempting to tap their phone to the Kisi reader.
Problem: I can not see the heatmap under Analytics on the Web dashboard.
Solution: You may not have the appropriate access rights, only place owners and place admins have this ability. If you still are unable to see the heatmap, please check that you do not have any ad-blockers installed and try again.
Problem: I have not received my confirmation e-mail.
Solution: Please check your inbox and your spam folder. If you still have not received the confirmation email, please follow the steps in this article. If you still have not received it the confirmation e-mail your account might have been blacklisted. Ask Kisi Support to investigate any possible blacklisted emails and remove them if found.
Problem: I want to change my e-mail address, how do I do that?
Solution: The e-mail address is the defining criteria of a Kisi account and can not be changed. If you want to use another e-mail address you need to create a new Kisi account and make sure that the access rights you need are shared to the new email address by your place admin.
Problem: I want to delete my account, how can I do that?
Solution: Reach out to Kisi Support and we will take care of that for you.
If you have gone through the troubleshooting steps and still experience issues, feel free to reach out to Kisi Support or call 646-663-4880 (option 3). If you decide to send us an e-mail, please try to provide as much information as possible so we can help you faster.