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: AUTHOTIZATION
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How do I gain access to sites?
Please contact your legitimation responsible person to complete the registration process. Once you receive confirmation of your legitimation, you will be able to register an account on the MyLocken app and use your Smart Key to access the sites. A step-by-step guide can be found in the ISEO Public Documentation page.
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If my personal information changes, how can I update my data or dataset?
Inform your legitimation responsible person or the IMT office about the changes so the details can be updated.
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The MyLocken App has information about me, how is this information protected?
The MyLocken app collects only the minimum business-related personal data required, including your first name, last name, email address, and, where necessary, your phone number for support purposes.
All data is stored on Microsoft Azure servers used by ISEO and located within the EU, in full compliance with EU regulations and ISO 27001 information security standards. Data protection is ensured through strict privacy policies, a formal agreement with ISEO, comprehensive security testing, and safeguards designed to prevent unauthorized access and data breaches.
For full details, please refer to the privacy policy available within the MyLocken app or on the ISEO website at iseo.com.
TOPIC: ACCESS MANAGEMENT
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How are my permissions currently managed?
Physical access requirements are aligned with job responsibilities and certifications to ensure safety. This information is validated through the legitimation process.
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How can I change my current permissions?
Please contact your legitimation responsible person to request a change to your permissions.
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?
Please check your inbox and junk folder for the account confirmation email. If the link is missing or has expired, contact the ISEO Support Team to activate your account.
You can reach the ISEO Support Team by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com.
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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 ISEO Support Team to activate your account by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com.
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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 ISEO Support Team to unlock your account by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com. -
I tried to log in to the app but received a pop-up message saying I cannot log in,, what should I do?
Please contact your legitimation responsible person for support and to progress your request.
TOPIC: APP ISSUES
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I don't find the Site I'm looking for in the app.
Enter at least three characters in the search field and try the TIMS number, the site name or the VF legacy code. If the site still does not appear, contact the ISEO Support Team at vt.de.support@iseo.com or the Vantage Towers Site Access mailbox at siteaccess.de@vantagetowers.com.You can reach the ISEO Support Team by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com.
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What should I do if there is no mobile coverage on site?
Synchronize your key prior to visiting a location to avoid this scenario. If you are on site, move to an area with mobile signal to log on to the site and update your key. Do the same when logging out after completing the job. Search for Wi-Fi connections or use a hotspot from a second phone if available.Offline Mode (emergency use only):
In exceptional cases where no connectivity is available, Offline Mode can be used as a backup. This allows your key to grant access based on the most recently validated online permissions.
To use Offline Mode, you will need your personal PIN, which is sent from locken_no_reply@iseo.com (updated every 90 days) with the subject line “Iseo VT – Ihre persönliche PIN für die Offline-Validierungen wurde aktualisiert”. Please ensure the PIN is entered correctly, as expired or incorrect entries will prevent access.
Offline Mode is strictly intended as an emergency fallback and should not be used for routine access.
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What should I do if the app cannot connect to the server or the key while I’m trying to validate a key?
Check your internet connection, wait a few minutes, retry, and ensure no other Bluetooth devices are connected. If the issue persists, contact the ISEO Support Team.You can reach the ISEO Support Team by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com.
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The app says the connection with the key failed. What should I do?
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 (e.g. car, smartwatch, headphones, ...) also check if the phone has a good internet connection and try again. If the issue persists, please contact the corresponding ISEO Support team.You can reach the ISEO Support Team by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com.
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".
TOPIC: REQUEST CHANNELS
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How are queries about access requests submitted?
If you cannot find the answer in the support materials on the ISEO Public Documentation page, please submit your query using the appropriate channel:
Technical queries (related to the app or keys) should be directed to the ISEO Support Team at vt.de.support@iseo.com .
General Site Access queries or requests for Smart Keys should be sent to the central Site Access mailbox: siteaccess.de@vantagetowers.com .
You can reach the ISEO Support Team by calling +49 40 74302738 (Choose option 2 after country selection) or by emailing vt.de.support@iseo.com.
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.