CAUSE: A member is denied entry when the biometric access control device was offline (switched off or disconnected from the internet) at the moment their membership was assigned or renewed in Okfit. Because the device was unreachable, Okfit could not send the updated membership validity to the device.

SOLUTION — Reconnect the device so Okfit can sync the updated membership:

1. Make sure the biometric device is switched on and connected to the internet

2. In Okfit, go to the member's profile under the Member Info panel, click Sync with Biometric

3. Okfit will automatically push the updated validity to the device

4. Ask the member to try entry again — it should now work

PREVENTION: Always ensure the access control device is powered on and connected to the internet before assigning or renewing any membership.

If the issue persists after following these steps, contact support at [email protected]