Quick answer for agents: The most common reason a tenant reports that mobile access "isn't working" is that they never tapped Setup MobilePass Now on the Good News! screen shown above. Reaching that screen only means mobile access has been granted on the backend — it does not mean the tenant's phone has been provisioned. Before troubleshooting further, confirm with the tenant that they tapped the button and completed setup.
What this screen means
When a tenant's account is granted mobile access, the app shows this "Good News!" screen the next time they open it. The message confirms eligibility only — it does not mean mobile access is active yet. The tenant still has to complete MobilePass setup before any door reader will recognize their phone.
How tenants complete setup
- Open the app.
- On the Good News! screen, tap Setup MobilePass Now.
- Follow the prompts to install the mobile credential, allowing Bluetooth and Location permissions when asked. Both are required for the phone to communicate with door readers.
- Once setup finishes, test access at a door before relying on it.
Tapping How It Works instead opens an explainer screen only — it does not activate access. Tenants who tap it should be directed back to Setup MobilePass Now afterward.
If setup was already completed
If the tenant confirms they tapped Setup MobilePass Now and access still isn't working, continue troubleshooting:
- Confirm Bluetooth and Location Services are turned on for the app in the phone's system settings.
- Force close and reopen the app.
- Make sure you are on the latest version of the app for mobile access to work
- Make sure you are looking at the correct site in your location drop-down if you are associated to multiple-sites
- Make sure you have battery optimization off