Frequently Asked Question
A UniFi Access user exists but their card, PIN or phone cannot unlock the door. What should I check?
QUICK ANSWER
User creation, credentials and door permissions are separate steps. Check the access event for the rejected attempt, then confirm the intended person, credential, door policy and schedule.
Applies to: UniFi Access; UniFi Identity/UID Enterprise integrations have additional account and synchronisation settings.
Work through these checks
- Record the event at the correct door and time. Separate Credential denied from an offline hub, reader error or a successful unlock event where the physical lock did not release.
- Confirm the user is active and has the intended credential assigned. For PIN access, check that the reader supports it and the method is enabled. Never share one administrator credential to test every user.
- Review that user’s access policy, included doors, schedule and site time zone. If identity is synchronised from another service, confirm the same person and site are being managed and that the current policy reached Access.
- Check hub and reader status and their supported network placement. If the log shows an authorised unlock but the lock stays shut, request a qualified wiring/power assessment rather than granting wider access.
Confirm the result
Make a supervised test at the intended door during an allowed period and confirm the event is attributed to the correct user. Check the expected denied period separately where appropriate.
Before going further: Do not bypass emergency egress, disable door safety controls or replace a limited policy with access to every door to clear a denial.
If you need help
Include these details in your ticket: Access version, hub/reader models, credential type, redacted event and intended policy/schedule.
Updated 261107