Card/Door Issues

This is the place to report issues with using your TWU ID badge at a door—whether you can no longer get into a space you previously had access to, or if something seems off or inconsistent (like the door working sporadically, delayed unlocking, strange sounds, etc.).

What to Do When a Student Has an ID Issue:

1.      Check How They're Using the ID: Make sure the student is tapping their ID against the reader before trying to open the door. Swiping or pulling the door while tapping won’t work.

2.      See If the ID Works Elsewhere:

• If the ID doesn’t work anywhere: It’s probably an issue with the ID itself. In that case, the student should go to ID Services to get a replacement. This is something I cannot fix.

• If the ID works in some places but not their residence hall: This likely means there’s an issue with their access settings. This is something I can fix, open a request!

Please fill out the information below to help us troubleshoot the issue as quickly as possible. The more detail you provide, especially the exact door location and what’s happening, the better!

If the issue is affecting multiple doors, mention that in the notes.

If you are working a front desk and need to deactivate / reactivate a temp ID:

• The 9 digit ID needs to be the ID number of the card you are trying to deactivate/reactivate. 
• For the building access, this would be the main area that access was not working. Some areas have temp IDs with access to multiple buildings. You can just choose the main area (ex: PV South, Sayers, etc), the actual programmed areas are pre assigned. 
• In the 'Please tell us about the problem' area, let us know that the ID needs to be deactivated (or reactivated). 
  • In order to reactivate the ID, it needs to be placed back in the ID cabinet. If the ID is not present in the cabinet when we audit cards, it will just be deactivated again. 
  • If you have multiple IDs that need to be reactivated, you can enter a list of the IDs here - no need to make separate tickets for each ID.