# Why does the Activity show "Failed Access" when scanning an Access Control card?

**GoSafer Security Knowledge Base**

*This operational reference is organized for GoSafer Security customers and staff. Alarm.com product names are retained where required for technical accuracy.*

## Overview

This message indicates that a known user's card or pin has attempted to access the listed door and failed, or the credential used is not associated with a user. Complete the following troubleshooting if the Activity shows Failed Access.

<table id="bkmrk-platformapp-%2B-web-co"> <tbody> <tr><th>Platform</th><td>App + Web</td></tr> <tr><th>Content type</th><td>Troubleshooting</td></tr> <tr><th>Source last updated</th><td>2025-06-04</td></tr> </tbody></table>

## Procedure

<div class="gosafer-inline-media">**Step-by-step guide:** Screenshots and videos are placed with the instruction they illustrate.

This message indicates that a known user's card or pin has attempted to access the listed door and failed, or the credential used is not associated with a user.

Complete the following troubleshooting if the Activity shows *Failed Access.*

<div><span></span>### **Verify the credential being used is associated with a user**

<div>Expand all</div><div><div><span></span>### **To verify the credential using the GoSafer Security customer portal (powered by Alarm.com):**<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Down</span>

<div>1. Log in to the GoSafer Security customer portal (powered by Alarm.com).
2. Click User Access.
3. Click Users.
4. Click <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">More options</span> next to the user in question.
5. Verify the credential (Badge or Pin Number) displays on the *User Profile*.

</div></div></div><div><div><span></span>### To verify **the credential** using the Alarm.com app:<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Down</span>

<div>1. Log in to the Alarm.com app.
2. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Menu</span>.
3. Tap User Access.​​
4. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Down</span> next to Access Plans.
5. Tap Users.
6. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">More options</span> next to the user in question.
7. Verify the credential (Badge or Pin Number) displays on the User Profile.

If the credential being used is not associated with a user, see <u>[Assign an Access Control card or PIN to a user](https://answers.alarm.com/Subscriber/Website_and_App/Commercial/Access_Control/Assign_an_Access_Control_card_or_PIN_to_a_user)</u>.

</div></div></div></div><div><span></span>### ​**Verify the user and their credentials are part of an Access Plan that includes the door they are trying to access**

<div><div><span></span>### **To verify the user and their credentials using the GoSafer Security customer portal (powered by Alarm.com):**<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Down</span>

<div>1. Log in to the GoSafer Security customer portal (powered by Alarm.com).
2. Click User Access.
3. Verify the doors are associated with the access plan.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![UserUI8](https://answers.alarm.com/@api/deki/files/11910/UserUI8.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">UserUI8</figcaption></figure>
4. Click Edit, followed by Users.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![UserUI9](https://answers.alarm.com/@api/deki/files/11911/UserUI9.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">UserUI9</figcaption></figure>
5. Verify that the User is selected in the Users List.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![UserUI10](https://answers.alarm.com/@api/deki/files/11913/UserUI10.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">UserUI10</figcaption></figure>

</div></div></div><div><div><span></span>### To verify the user and their credentials using the Alarm.com app:<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Down</span>

<div>1. Log in to the Alarm.com app.
2. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Menu</span>.
3. Tap User Access.
4. Verify the doors are associated with the access plan.
5. Tap Edit, and then select Users.
6. Verify that the user is selected in the *Users List*.

If the user is not a part of the correct access plan or the doors are not associated with the plan, <u>[Add an Access Control Access Plan](https://answers.alarm.com/Subscriber/Website_and_App/Commercial/Access_Control/Add_an_Access_Control_Access_Plan)</u>.

</div></div></div></div><div><span></span>### **Verify the user is allowed access to that door according to the timetable**

<div><div><span></span>### **To verify the user is allowed access using the GoSafer Security customer portal (powered by Alarm.com):**<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Down</span>

<div>1. Log in to the GoSafer Security customer portal (powered by Alarm.com).
2. Click User Access.
3. Verify that the timetable is active for the current time and or day.  
       
     <figure class="gosafer-step-image" style="margin: 1em 0 1.25em; padding: 0.75em; text-align: center; background: #fafafa; border: 1px solid #d9e0e5; border-radius: 6px;">![UserUI14](https://answers.alarm.com/@api/deki/files/11915/UserUI14.png?revision=1)<figcaption style="margin-top: 0.55em; color: #555; font-size: 0.92em;">UserUI14</figcaption></figure>

</div></div></div><div><div><span></span>### To verify the user is allowed access using the Alarm.com app:<span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Icn Chevron Down</span>

<div>1. Log in to the Alarm.com app.
2. Tap <span style="display: inline-block; padding: 0.05em 0.4em; margin: 0 0.1em; background: #eef4f7; border: 1px solid #c9d7df; border-radius: 3px; font-weight: 600;">Menu</span>.
3. Tap User Access.
4. Verify that the timetable is active for the current time and or day.

If the current timetable is not correct, see <u>[Add an Access Control Access Plan](https://answers.alarm.com/Subscriber/Website_and_App/Commercial/Access_Control/Add_an_Access_Control_Access_Plan)</u> to adjust the timetable.

</div></div></div></div></div>## Source and support

For GoSafer Security assistance, visit [gosafersecurity.com](https://gosafersecurity.com/).

Original Alarm.com reference: [https://answers.alarm.com/Customer/Website\_and\_App/Commercial/Access\_Control/Why\_does\_the\_Activity\_show\_Failed\_Access\_when\_scanning\_an\_Access\_Control\_card](https://answers.alarm.com/Customer/Website_and_App/Commercial/Access_Control/Why_does_the_Activity_show_Failed_Access_when_scanning_an_Access_Control_card)

<small>Always verify safety, installation, compatibility, and current UI details against the original manufacturer documentation before operational use.</small>