30
Troubleshooting
Q1: What is the verification code on the mobile app?
The verification code is the
employee ID
set for a user on GV-ASManager (see Step 3,
2.2
Assign Mobile Cards to Users
). The employee ID is an optional setting. If the administrator
does not set up an employee ID, just skip the request of verification code on the mobile app.
But for security reasons, it is recommended to set up an employee ID, verification code, to
open the assigned mobile card.
Q2: I did not receive the activation e-mail or it has expired.
The activation e-mails expire 72 hours after they are sent. If a user does not receive the e-
mail or it has expired, the administrator of GV-ASManager can send a new activation e-mail.
Q3: I deleted the mobile card / the app or lost my phone.
Once the mobile cards are activated on the app, for security reasons, the same cards cannot
be re-issued by GV-ASManager. The administrator can deactivate the lost cards and issue
new cards.
Q4: I got a new phone, and how to do with the mobile cards?
Users can transfer the mobile cards from one phone to another by using the Backup and
Restore function in the app. See
2.5.2 Backup and Restore
in the manual.
Q5: Why does the Apple Pay pop up when scanning QR code towards the reader?
To avoid this scenario, it is recommended to keep a distance of 10-15 cm (4-6 in) from the
reader for effective scanning.
Q6: How many mobile cards can GV-Mobile Access app contain?
Up to 10 mobile cards
Q7: Can the mobile cards be re-downloaded to GV-ASManager?
Yes, if the administrator removes the mobile cards from GV-ASManager, on the Card List,
click the
Mobile Card
button on the toolbar >
Redownload Mobile Card
.