What to do when a biometric device goes offline
Quick troubleshooting steps when your fingerprint or face scanner stops syncing.
Updated April 14, 2026·3 min read
If your biometric device is offline, members can still check in via the member app or front-desk lookup. Here's how to get the device back online.
Quick checks
- Confirm the device is powered on and connected to your network
- Open the dashboard → Devices and look for the red dot
- Click the device and tap "Test connection"
- If the test fails, restart the device (unplug, wait 10 seconds, plug back in)
Most offline issues resolve with a restart. If it persists for more than 10 minutes, write to [email protected] with the device serial — we'll diagnose remotely.
What members see
If a member tries to check in on an offline device, they'll see a clear error and a fallback option to scan their QR code on the front desk's tablet. No member ever gets locked out.
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