Access support
Door and Access Control Issue Checklist
Identify the exact site, door, credential, event time, direction, and impact while preserving physical safety and avoiding unapproved controller changes.
Production address
https://helpdesk.dsesecurity.com/
Confirm HTTPS and the exact domain before entering account or ticket information.
Include these details
- Site, building, floor, door name, reader, gate, elevator, or controlled opening.
- Whether the issue affects one credential, one person, one door, a schedule, a group, or all access.
- Exact example time, timezone, direction of travel, displayed reader behavior, and any audible or visible indication.
- Whether the door is locked, unlocked, forced, held, not latching, or behaving on the wrong schedule.
- Recent badge, employee, schedule, holiday, construction, power, network, or door-hardware changes.
Safety and security
- Use approved onsite safety and physical-security procedures for a door that will not secure or an occupant who cannot exit safely.
- Do not share full credential numbers, PINs, passwords, or controller secrets in the ticket.
- Do not reset controllers, bypass locks, prop doors, or change life-safety hardware unless authorized and directed.
- For immediate danger or life safety, contact emergency services first and then follow the approved DSE escalation path.
Content owner: DSE Service Operations. Production reviewed July 11, 2026.