Refusals and letting someone in by override
Who's told when the gate refuses someone, who can let them in anyway, and how the reason is recorded.
2 min readLast updated
Applies to: Gate & Access · Administrator, Staff and team members, Safety officer (HSEQ), Project or site manager, Gate user
When the gate refuses someone, the refusal is kept (it's never a sign-in) and the right person is told at once. If they must come in anyway, someone with authority lets them in with a written reason.
What happens when someone is refused
- The site's manager gets an email straight away: Refused at (site): (name) with the reasons, or Stop list: (name) was stopped at (site). With no site manager (or at the front-office desk), your administrators get it.
- The refusal shows under Refused today on the site's On site now page (front-office desk: the Front desk log).
- The same person refused again within 5 minutes (for example after Check again) reuses the same record: nothing is logged or sent twice.
The email is the Someone was stopped at the gate notice. It's on by default; each person can change it in Notifications.
Who can let someone in
- Administrators: any refusal, including the stop list.
- The site's manager (the person named as Site manager on the site): a refusal at their site for not being cleared. Not the stop list.
- On a builder's or business's account, Safety officer (HSEQ): any not-cleared refusal on every site. Not the stop list.
How to let someone in by override
- Step 1: Open the site's On site now page (front-office desk: Settings → Front desk → Front desk log).
- Step 2: Under Refused today, find the person.
- Step 3: Type Why are you letting them in?, for example “Licence sighted; upload chased with the contractor”.
- Step 4: Select Let in by override. They're signed in now, and the refusal shows Let in by (name) at (time) with your reason.
Common questions
- Why is there no override button? You don't have authority for this refusal, it's a stop-list refusal (an administrator only), it's not from today, or the site is closed.
- Can I override while the gate is offline? No. An override needs a named person and a reason, so it waits for the connection.
- They were refused yesterday. Only today's refusals can be overridden. Ask them to sign in again.
Limits
- The reason must be at least 5 characters (up to 1,000).
- Each refusal can be overridden once.
By letting someone in, you take responsibility for that decision. Your name, the time and your reason are kept in the audit log. Integrations that receive gate events get the company and the reasons, never the worker's name.