Short answer: The faster IDEX can reproduce your problem, the faster we can help. Include: card type/model, the app and its version, phone model and OS version, reader (for door issues), steps taken to cause the problem, what happened, and what you have already tried.
The checklist
- Card model or product code, if known
- App: IDEX Card app version, iPhone or Android + OS version
- For door issues: reader make/model and access system
- For sign-in issues: the service (Entra ID, Okta, test site) and browser
- Steps taken, exact error message or behaviour, what you tried
How to reach us
Support requests reach us through your usual IDEX contact, who routes anything technical onwards. If you do not have a contact yet, use the contact form on our website, or ask the assistant on this site to put you through to a person.