Skip to main content
Knowledge Base

Troubleshoot panel user codes using Access Plan User Management (APUM)

  1. Last updated
  2. Save as PDF

Access Plan User Management (APUM) is a commercial feature necessary for Alarm.com's Access Control solution. APUM allows end users to assign credentials to user profiles and control what devices those credentials have access to and when. Although it is necessary for Alarm.com's Access Control solution, Access Plan User Management is also available as a service package add-on for when APUM is needed for an account without Access Control equipment (e.g., when an account exists in an Enterprise alongside Access Control accounts, etc.). 

When using APUM, there are several visual interface changes on the Alarm.com app and Alarm.com customer website (i.e., additional tabs, User Access instead of Users, etc.). This affects how to troubleshoot panel user codes.

User codes are not locally arming/disarming the panel 

If user codes are not locally arming or disarming the panel, try the following steps. 

Confirm the user has access with no errors

When troubleshooting users without panel access with APUM, it is recommended to start with the following basic steps:

Users will not automatically be synced to the security panel when a PIN Code is created. A user must be placed in an Access Plan or Personal Access Plan that includes the panel as an access point.

If a user has a PIN Code and is not in an Access Plan or Personal Access Plan, add them to the desired plan.

For information about creating Access Plans, see Add an Access Control Access Plan.

For information about creating Personal Access Plans, see What is a Personal Access Plan?.

If a user has a PIN Code and is in at least one plan with panel access, check for any error messages on the User Access or Access Plans tabs. These include errors that a code is already in use (duplicate code) or Accept/Undo messages.

Accept/Undo messages indicate a mismatch between the user list on the security panel and Alarm.com. These mismatches include PIN Code changes or access changes to the panel. The Accept/Undo interface is intended to allow end users to approve or deny these changes.

For more information, see Why is it necessary to accept or undo local security panel changes made on an Access Control system?. 

Refresh user access

If the previous steps do not resolve the panel access behaviors, it may be necessary to refresh the user's access.

  1. Log in to the Alarm.com customer website using Log In With Access or direct credentials.
  2. Click User Access.
  3. Click Access Plans.
  4. Locate the desired Access Plan, then click Options. 
  5. From the dropdown menu, click to select Users.
  6. Remove the desired users from the Access Plan, then click Save.
  7. Wait 2 minutes for plan changes to start. The event history will display Access Plan Changes Processed. It may be necessary to allow additional time if multiple users are being removed.
  8. After at least 2 minutes, add the desired users to the Access Plan, then click Save.
  9. Wait 3 to 5 minutes for plan changes to process, allowing additional time for each user code before testing.
  1. Log in to the Alarm.com customer website using Log In With Access or direct credentials.
  2. Click User Access.
  3. Click Users.
  4. Select the desired user.
  5. In Access Plans, click Manage Access.
  6. Locate the Personal Access Plan, then click Edit.
  7. From the dropdown menu, click to select Access Points.
  8. Remove the panel as an Access  Point, then click Save.
  9. Wait 2 minutes for plan changes to start. The event history will display Access Plan Changes Processed. 
  10. After at least 2 minutes, add the panel as an Access Point, then click Save.
  11. Wait 3 to 5 minutes for plan changes to process, allowing additional time for each user code before testing.
  1. Log in to the Alarm.com customer website using Log In With Access or direct credentials.
  2. Click User Access.
  3. Click Access Plans.
  4. Locate the desired Access Plan, then click Options. 
  5. From the dropdown menu, click to select Access Points.
  6. Remove the security panel as an Access Point, then click Save.
  7. Wait 2 minutes for plan changes to start. The event history will display Access Plan Changes Processed. It may be necessary to allow additional time if multiple users are being removed.
  8. After at least 2 minutes, add the panel as an Access Point, then click Save.
  9. Wait 3 to 5 minutes for plan changes to process, allowing additional time for each user code before testing.

Note: It is recommended to wait between 5 to 15 minutes before testing codes at the panel, depending on how many users need to be synced.

Delete and recreate the user

If the desired users still have not regained panel access after completing the previous steps, delete the User Profile completely and then recreate it.

For more information about managing user codes remotely, see Manage user codes remotely.

Best practices for panels using APUM

  • It may be easier to troubleshoot specific devices if they are on individual Access Plans or Personal Access Plans.
  • Restore Panel User Codes commands should not be used when troubleshooting accounts that have both APUM and security systems.
  • If a user's access does not appear to be removing as expected, check for other Access Plans or Personal Access Plans that include the same panel access point. The user may exist in multiple plans that are granting this access.

 

Interested in Alarm.com?

Alarm.com technology is sold, installed, and serviced by licensed service providers near you.

 

Let's Get Started

  1. Back to top
  • Was this article helpful?

Recommended articles

  1. Article type
    Troubleshooting
  2. Tags
    1. access plan user management
    2. APUM
    3. troubleshooting
    4. user codes