Access in the Orbit network is based on a digital key, linked to your Orbit user. This digital key allows your phone to unlock entries using three different methods
App Unlock: Using buttons inside the app
Wave to Unlock: Waving your hand in front of an Orbit Smart Reader
Access Card: Can be linked to your Orbit ID and used with the Orbit Smart Readers
Here are some tips on how you can troubleshoot problems with one or multiple unlock methods.
General access troubleshooting:
Have you activated your Digital Key?
The first time you get access to a base or space you will be prompted to activate your Digital Key. If you dismissed this prompt, you may still activate the key by going to You > Digital Key > Activate key.
Whatever the reason, If all Unlock methods shown in Your Digital Key screen shows as Pending you will have to Reset the key. When you reset the key the Unlock Methods will change to Active.
Is Bluetooth and Location on?
Orbit needs permission to use these services for Wave to Unlock and App Unlock to work. To be fully reliable, Precise Location needs to be enabled.
For android users: Are your background services enabled?
For the digital key to work, you need to turn on location, bluetooth and background services. AND give Orbit the permission to actually use them.
Change app permissions
On your phone, open the Settings app.
Tap Apps.
Tap Orbit. If you can't find it, tap See all apps. Then, choose Orbit.
Tap Permissions.
If you allowed or denied any permissions for the app, you’ll find them here.
Tap Nearby devices (= bluetooth) , then choose Allow.
Tap Location, then Allow.
Did you just get access?
If you just got access to the entry, for example by booking a space, joining a team or activating your key, it can take up to a minute (but normally less) for the Smart Reader to update. Wait a bit and try again.
Do you have any apps installed that can be blocking Orbit?
We have experienced that one could not see the entries in the Entries screen because of an ad blocking app. Tell the blocking app to not block Orbit.
Do you have access to the entry?
If the entry you are trying to open isn't present on the Entries Screen you might not have access to it.
Some spaces require you to have an active booking in order for you to get access. Make sure you either book first or that you are trying to enter the space at the time of your booking.
If you still can't see the entries you have booked, while standing by the door. Could it be that you have any ad-blocking apps on your phone? Make sure it's not blocking Orbit.
If you are sure you should have access, please reach out to support.
Wave to Unlock troubleshooting:
Are you waving close enough to the Smart Reader?
To be sure, swipe your hand over the Smart Reader so you almost touch it.
Is the Smart Reader responsive?
The light should start spinning after your wave. If not, there is something wrong with the Smart Reader.
Why does Wave Unlock not work?
Wave to Unlock with the app in the background requires location permission to be set to Always. Bluetooth also needs to be turned on.
If you still experience issues, try to reset (turn off an on) background services (for android users).
Even with correct permissions, some entries may require you to unlock your phone before you wave for security reasons.
Does App Unlock work?
Even if you have problems with Wave, App Unlock could still work. You can unlock entries from the Entries Screen.
Is your Digital Key unresponsive?
If you have completed the checks above and nothing works, your Digital Key might be unresponsive. Follow this guide to reset your key.
App Unlock troubleshooting:
Do you get an error message?
When your Digital Key is working, but your unlock attempt fails, you will get an error message at the top of your screen. These are the most common errors:
No access from your location: You are too far from the entry you are trying to unlock. This error can also be triggered if the app is unable to verify your location. Check your Bluetooth and Location settings.
No access at this time: You are trying to unlock an entry outside your access schedule. Your schedule normally starts 15 minutes prior to a booking and ends 15 minutes after.
Access denied: The Smart Reader did not approve your unlock request. If you just got access, it can take up to a minute (but normally less) for the Smart Reader to update. Wait a bit and try again.
Does Wave to Unlock work?
Even if you have problems with unlocking from the app, Wave to Unlock could still work. Try waving your hand in front of the reader while the app is open.
Is your Digital Key unresponsive?
If you have completed the checks above and nothing works, your Digital Key might be unresponsive. Follow this guide to reset your key.
Access Card troubleshooting:
Does the Smart Reader respond to your card?
When you hold the card against it, the Smart Reader should respond instantly, either with success (white circle) or error (red dot). If the light instead starts spinning, it means that the reader didn't recognize any card and interpret the gesture as a wave. This indicates that there's something wrong with the card. If the Smart Reader is completely unresponsive it indicates that there's something wrong with the reader.
Is your card correctly linked with your Orbit ID?
You can link an Orbit Access Card to your Orbit ID from the You section in the app. For security reasons, there is no exact verification of the card ID, and you cannot see the ID after the card has added, so be careful to add the correct digits. If your card doesn't work, you might have entered the wrong ID. If you suspect this, you can remove the card and add it again.
Do App Unlock or Wave to Unlock work?
Even if you have problems with the card, Wave to Unlock or App Unlock could still work. Try waving your hand in front of the reader while the app is open, or unlocking from the Entries section in the app.