Approval troubleshooting¶
Virtual Agent approval requests are intentionally short-lived. Use the newest complete message and respond promptly after verifying the visitor.
The page says the request ID is missing¶
The URL was incomplete. Return to the text message or email and open the entire response link. Do not manually guess or alter the request ID.
If an email client wrapped the link across lines, copy the full linked address rather than only the visible first line.
The approval code is blank¶
Enter the six-digit code from the same message as the request link. The link normally includes it automatically, but messaging or security software may remove the code parameter.
Do not use a code from an older request. Each request has its own code and expiration.
The code is invalid¶
Compare every digit with the latest message and try again only while the request is still pending. An invalid attempt is rejected and audit recorded, but a pending request can still accept the correct code before expiration.
If the message or code may have been shared, stop and contact the guard team so they can handle the request safely.
The request expired or is no longer pending¶
The expiration time is included in the original message. Once expired, approved, or denied, the request cannot accept a new response.
- If you already responded, do not try to reverse it with the same link. Contact the guard team when a correction is necessary.
- If it expired before you responded, the visitor or guard must start a new approval request.
- If another authorized person responded, confirm the outcome through the site's normal security process.
The page says the response was not accepted¶
The request may be missing, expired, already completed, or paired with the wrong code. Confirm that you opened the newest link and read the specific response reason shown on the result page.
Do not approve through an older message after receiving a newer request for the same visitor.
The page could not submit the response¶
Keep the page open and check the network connection. Retry once if no result was recorded. If the outcome remains uncertain, contact the guard team before submitting again; they can verify whether the request is still pending.
Do not assume that a browser error means access was granted or denied. The result screen is the confirmation that the page received.
Approval succeeded but access did not open¶
The approval decision and the physical access grant are separate. A configured access point may be unavailable, disabled by policy, or require guard handling. Tell the visitor to continue using the intercom or contact on-site staff.
Do not send another approval unless a new request is generated and you have verified it independently.
Report a suspicious request¶
Preserve the sender, time, request ID, and message without forwarding the active link or code. Contact site security using a trusted directory or previously known number. Avoid replying to a suspicious sender or calling a phone number included only in that message.