ePass troubleshooting

Use the same phone and browser that first opened the ePass. Keep the original message available so the host or guard can identify the visit without asking you to expose the active QR code.

The link will not open

Open the full link from the email or text rather than a shortened, copied, or manually edited version. If the page says the link has a problem, ask the host or authorized staff to send the pass again.

If the same resent link remains unavailable, staff may need to deactivate the active pass and issue a new one. Repeatedly forwarding the same URL does not repair an inactive, expired, or device-bound pass.

The pass is expired, inactive, or denied

The public page rejects a pass when:

• its encrypted link cannot be read;
• the pass record is inactive;
• its expiration has passed;
• the visitor's current status is Denied;
• the pass record cannot be found.

The visitor cannot reactivate or extend it. Contact the host or site security. Staff should verify the visitor record and issue a new pass only when policy permits.

The pass is linked to another device

A Single-device pass remains tied to the first browser that opened it. Return to that same phone and browser.

If you changed phones, opened the link on a computer first, used private browsing, or cleared site data, ask authorized staff to deactivate and reissue the pass. Merely resending an existing device-bound link may preserve the old binding.

Do not try to copy browser cookies, storage values, QR data, or device identifiers to another phone.

The browser is blocking required data

Use a current standard browser with cookies and local storage available for the TEKControl site. Leave private browsing, strict site-data blocking, or an in-app preview and open the link in the phone's normal browser.

If the first open already bound the pass to a browser that cannot store the required data, changing settings may not be sufficient. Ask staff for a newly issued pass.

Payment completed but the pass did not appear

Keep the page open while TEKControl finalizes the transaction. If an error appears after card submission, do not immediately pay again; the processor may already have accepted the charge.

Preserve the time, amount, and payment result without sharing card details. Ask site staff to verify the payment and pass record before retrying.

The QR code will not scan

Try the following:

1. Increase screen brightness and disable a dark screen overlay.
2. Clean the screen and hold it steady at the scanner.
3. Keep the full QR code visible without zooming or cropping.
4. If the code refreshes, wait for the newest code and present it before the next countdown completes.
5. Use the displayed PIN or pass code only when authorized staff request it.

Do not use an old screenshot for a refreshing QR pass. Confirm that the pass still says Ready to scan and that its validity period covers the current arrival.

The visit details are wrong

Contact the host or guard before attempting entry. The visitor page cannot change the host, address, schedule, expiration, pass type, or visitor identity.

Staff should correct the visitor record and send or issue the appropriate pass. Do not use another person's pass while waiting.

The phone or link may be compromised

Contact site security through a known number and ask that the pass be deactivated. Do not forward the active link as evidence. Share only the visitor name, host, scheduled time, and message timestamp needed for staff to locate the record.