Chapters:
(Click on any chapter to go directly to that part of the article)
FREQUENTLY ASKED QUESTIONS (F.A.Q.)
FREQUENTLY ASKED QUESTIONS (F.A.Q.)
You'll find below a list of the most frequently asked questions in the Vantage Towers project:
TOPIC: PROCEDURES
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Can I use any key?
Yes. The Access Control solution for Vantage Towers was designed to ease the sharing of the keys. Validating a key with the app "MyLocken for VT" automatically assigns the key to the person doing it, if this was unassigned or assigned to somebody else. Thus, you must validate any key following the instructions of the app before using it (You may need to validate the key twice in a row if the app tells you to do it).
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Can I lend my key to someone else?
Yes. As told in the previous point, validating a key with the app "MyLocken for VT" automatically assigns the key to the person doing it, so when the person you lent the key to will validate the key, it will be automatically assigned to him. For security reasons, you must perform the "RELEASE KEY" operation in the app before lending a key to anybody.
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What happens if a key is lost or stolen?
Any keys lost or stolen should be immediately deactivated in the app "MyLocken for VT", or reported to Vantage Towers where they can swiftly be deactivated if there was any issue doing it in the app.
- What is the Site access procedure?
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- Go to the site
- Log in to the app and LOG ON to the site.
- Validate your key
- Open the site and perform the job
- Once the job finished, close all the locks you opened and leave the site as you found it when you came in.
- Log in to the app and LOG OUT from the site.
- Validate your key (recommended)
TOPIC: ACCOUNTS
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I'm being told my account is unverified when trying to Log In to the app. What can I do?
If you're seeing a message saying your account is unverified it means you haven't confirmed your account. The email with the button and link to confirm your account should be in your inbox or junk folder. If you don't find this confirmation email, or the confirmation button / link has expired, please contact the corresponding Support team to activate your account.
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I'm being told the code to activate my account is expired when I click on the activation button / link. What can I do?
Please contact the corresponding Support team to activate your account.
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I'm being told my account is locked when trying to Log In to the app. What can I do?
Please contact the corresponding Support team to unlock your account.
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I'm getting stuck in a page that says my request is in status "Pending". What can I do?
If you're in this situation it means your Account of the app hasn't been linked to a user in the Access Control management system of Vantage Towers. Please refer to your contact person in Vantage Towers to have your user created in the system. If you don't have a contact person in Vantage Towers or don't know who he is, please contact the corresponding Support team.
TOPIC: APP ISSUES
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I don't find the Site I'm looking for in the app.
Make sure you're putting at least 3 characters in the search bar, as the app won't start searching with less than 3 characters. You can look for a site using the TIMS number or the name of the site. If you're still struggling to find the site you're looking for, please refer to your contact person in Vantage Towers. If you don't have a contact person in Vantage Towers or don't know who he is, please contact the corresponding Support team.
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What happens if there is no coverage at the site I am attending?
If you arrive on site and find there is no coverage, please leave the site and find somewhere where you can get a mobile signal. Then log in to the app to log on the site and update your key. Once you finish the job, go back somewhere where you can get a mobile signal to log out from the site in the app.
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The app can't connect to the server when trying to validate a key.
This could be due to a temporary overload of the server or a communication issue. First check that your phone has a good internet connection and wait 5 minutes to try again. If the issue persists, please contact the corresponding Support team.
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The app says the connection with the key failed.
This could be due to a Bluetooth or a communication issue. First make sure that your phone is not paired to any other Bluetooth device (car, smartwatch, headphones, ...), also check if the phone has a good internet connection and try again. If the issue persists, please contact the corresponding Support team.
TOPIC: KEY-LOCK INTERACTION
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My key is not flashing when I put it in a lock. What's happening?
It could be that the battery of your key is totally dead, so hold the key button for 5 seconds to perform a battery test. If the battery level is not the problem, it apparently means there's some issue in the communication between the key and the lock. Please contact the corresponding support team to run some additional tests.
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My key is flashing red when I put it in a lock. What's happening?
If it's a 3 seconds steady flash it means the battery level of your key is very low and the battery needs to be replaced. If it's a different flashing pattern it probably means there's an issue with the configuration of the key. First validate the key to make sure it has the proper configuration and try again. If the issue persists, please refer to your contact person in Vantage Towers to check the configuration of your user and your key in the system. If you don't have a contact person in Vantage Towers or don't know who he is, please contact the corresponding Support team.
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My key is flashing green when I put it in a lock, but it's not opening. What's happening?
This would apparently mean the configuration is good and the key is authorized on that lock, but there's some physical issue preventing the key from turning inside the lock. You'll find below some things you can try:- Move back and forward the door to rule out the possibility of an issue related to the installation of the door.
- Insert the key in the lock and remove it several times in a row to rule out the possibility of an issue related to the pins or any foreign body inside the lock.
- Try to turn the key inside the lock to the right and to the left several times in a row, but without applying torque force. Just make the key move inside the lock to rule out the possibility of a loose component inside the keyway.
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Can locks be forced open?
NEVER. ISEO locks are very robust and designed as a captive system. This means the key will break in the lock if forced preventing unauthorized access.
Any other issue you may be facing not mentioned in this page, please contact the corresponding Support team. You can check the table containing the Support teams information in the section "Support contact Information".
SUPPORT CONTACT INFORMATION
GREECE:
NAME: RAPTOPOULOS (ISEO Local Partner)
PHONE: +30 6973025437
EMAIL: info@raptopouloskeys.gr
POSTAL ADDRESS:
GEORGE RAPTOPOULOS & CO. E.E.
34, SACHTOURI STR.PIRAEUS
18537 GREECE
SCHEDULE: Mon-Fri 08:00-17:00 (Local Time)
GERMANY:
NAME: Iseo Deutschland GmbH
PHONE: +49 40 74302738 (Choose option 2 after country selection)
EMAIL: vt.de.support@iseo.com
POSTAL ADDRESS:
ISEO Deutschland GmbH
Wiesestraße 190
07548 Gera, Germany
SCHEDULE: Mon-Thu 08:00-17:00 Fri 08:00-15:00 (Local Time)
IRELAND:
NAME: Iseo UKI Ltd.
PHONE: +49 40 74302738 (Choose option 2 after country selection)
POSTAL ADDRESS:
ISEO UKI Ltd
Grafton Place ‑ 160 Euston Road, Evergreen House North
London - NW1 2DX - UK
SCHEDULE: Mon-Fri 09:00-17:30 (Local Time)
HUNGARY:
The first line of Support is NOC / TOC. Please contact NOC / TOC via the normal process for Smart Lock support.
PORTUGAL:
The first line of Support is NOC / TOC. Please contact NOC / TOC via the normal process for Smart Lock support.
ROMANIA:
The first line of Support is NOC / TOC. Please contact NOC / TOC via the normal process for Smart Lock support.
CZECH REPUBLIC:
The first line of Support is NOC / TOC. Please contact NOC / TOC via the normal process for Smart Lock support.