Using your gate PIN and entry credentials

Every site uses its own entry system, but from your side the basics are the same: a personal credential — a PIN, card, fob, or mobile credential depending on your site — that gets you through the gate or door.

Getting your credential

Your credential is issued once your agreement is active, usually around your move-in date — see What happens on move-in day. You'll be told how to find it (in your portal, or from your operator directly) and how to use it at your specific site, since entry hardware varies by site.

Where to find it

Signed-in customers can see their current entry credential and site access hours in the customer portal, under your unit's details. If your site uses a physical card or fob rather than a PIN, your operator issues that in person or by post.

If it stops working

A credential can stop working for a few reasons:

• Non-payment — see How overlock works. This is the most common reason and resolves once the balance is cleared.
• A technical fault with the site's entry system — contact your operator or support and we'll help get it looked at.
• The agreement has ended — access is revoked from the move-out date, as covered in Give notice and end your agreement.

Keeping it secure

Treat your PIN or credential like a key — don't share it with anyone who shouldn't have access to your unit. If you think it's been compromised, ask your operator to reissue it.

Who to contact

If your credential isn't working and you don't believe it's a payment issue, contact support with your site and unit number and we'll investigate.