If you denied a visitor request in the Resident App but the visitor was still allowed entry into the community, it could be due to one of the following reasons:
1. A stable internet connection is required on both devices.
Both the Resident App and the Gatekeeper App must have a stable internet connection. If either device has a weak or unstable connection, the resident's response may not sync successfully to the Gatekeeper App, and the latest status may not be reflected.
2. The security guard acted before the resident's response was displayed.
The security guard should allow or deny entry only after the resident's approval or denial is displayed in the Gatekeeper App. Taking action before the latest response is received may result in an incorrect entry decision.
3. The visitor requested access to multiple units.
If a visitor sends entry requests to multiple units and at least one resident approves the request, the visitor will be allowed to enter the community. A denial from one unit does not prevent entry if another unit has approved the visit.
Once the visitor is checked in, residents who approved the request will receive a "Visitor Checked In" notification, while residents who denied the request will continue to see that the visitor was denied access to their unit.
Note: If such scenarios are observed frequently, the Management Committee (MC) should review and fine-tune the community's visitor entry process to ensure security personnel follow the defined Standard Operating Procedure (SOP).