GateBud

The things that actually go wrong with GateBud™, and what to do about each. If none of these match, email support@gatebud.com.

A visitor's phone will not scan the poster

• Ask them to type the short web address printed under the QR code into their phone's browser instead. Same form, no scanning needed.
• If the poster is faded, wet or damaged, print a fresh copy from the site's poster page. The code never changes, so a reprint always works.
• Very old phones may need a free QR scanner app, but any phone from the last several years scans with the normal camera.

If someone's phone will not cooperate at all, let them through and sort it out afterwards. A queue at the gate is a worse problem than a missing record.

The visitor's screen turned amber and says "saved on this device"

That means the phone had no signal when they tapped Check in. The check-in is saved on that phone, and it sends itself the moment the phone has signal with that page still open. The screen then turns green and says "Sent. Your check-in has reached GateBud", so the visitor can see it went through without asking anyone. It cannot send from a closed tab, so the visitor should keep the page open until it turns green.

If it stays amber, the record is still safe on their phone: ask them to open the page again somewhere with signal, or sign them in from your Dashboard using the details on their screen. Sooner is better, but a late one still counts: a check-in that reaches GateBud within 7 days is recorded with the time from the visitor's phone and marked "recorded late" in your Visitor log and exports, so you can always tell it apart from one recorded live. Older than 7 days it is refused, and the phone says so.

They do not need to fill the form in again.

Someone forgot to check out

Sign them out from the Dashboard, with a note if it helps. To stop it happening overnight, check the automatic check-out setting on that site. See sites, questions and posters.

Check-ins are showing against the wrong site

A poster has been moved between gates. Each site has its own code. Print the right poster for that entrance from its own poster page.

Nothing is appearing on the Dashboard at all

Almost always means people have not been told to scan, rather than a fault. Ask someone on that gate whether they knew about it. See the gate staff section in sites, questions and posters. And check the Dashboard's site filter is set to "All sites", the filter is remembered per device.

A visitor says a document would not open at the gate

Usually no signal, sometimes a heavy PDF. The check-in record will say honestly that the document could not be shown, so nothing is silently claimed. Each site has a setting for whether check-in is still allowed when that happens. Long documents work better written in GateBud, or as PDFs of five pages or fewer, see the document library.

A visitor was asked to read a document again

That is on purpose. Publishing an update to a document asks returning visitors to read the new version, so nobody is riding on an acknowledgement of an old one.

I am not getting notification emails

Check the addresses under Notify on check-in on the site's page. A site can notify up to ten people. A newly added address first gets an email asking whether they want these alerts, and nothing is sent until they tap yes, the site's page tells you when that is still waiting. Then check your spam or junk folder and mark the email as not spam. Several arrivals close together are bundled into one email. The check-ins themselves are always recorded either way, the email is just a heads-up.

I forgot my password

On the login page you have two options:

• Email me a sign-in link. Signs you straight in without a password. Fastest if you are standing at a gate.
• Forgot password? Sets a new one permanently.

Both send an email. If it does not arrive within a few minutes, check spam.

If you are already signed in and just want to change it, go to Settings, then Your account.

I was signed out saying my access changed

An admin changed your role, or removed and re-added you. Sign in again and you are away. If you cannot get back in, talk to your admin, see people, roles and access.

A visitor asked us to delete their details

You do not delete the record, you anonymise it. This is an admin job: find their row in the Visitor log and tap Anonymise. If you cannot see that button, your role is not Admin, so pass the request on to whoever runs your account. Their name, company, written answers and any sign-out note are removed, and the record stays for your compliance history. It cannot be undone. See the Visitor log, exports and privacy.

A time on a record is wrong

Do not work around it. Tap Fix times on the record in the Visitor log, with a reason. The original time is kept alongside the new one, so the record stays honest. See the Visitor log, exports and privacy.

Something looks broken

Try a normal page refresh first, and if you are on site wifi, try again on mobile data, rural wifi drops out more often than GateBud does.

Still stuck? Email support@gatebud.com with what you were doing and a screenshot. Gates can always fall back to a paper sign-in sheet for an hour, a hiccup should never stop work.