Kastle Access

Kastle Overview

Kastle is an access provider that allows users to access their building via Kastle readers with either hard cards or with mobile access.

HqO & Kastle

The HqO app has an available integration with Kastle, allowing your users to use mobile access on their HqO app with Kastle readers.

User Experience

1. User signs into HqO app, goes through onboarding steps, clicks ‘Activate card’

2. HqO’s API checks if user’s email exists and user has been issued a mobile credential in Kastle portal

   1. If yes, user receives a notification and their access cards are activated

   2. If no, user receives an error message that their account cannot be found. This means they do not exist in the Kastle portal or have not been issued a mobile credential

3. Once cards are activated, user can use their HqO app to open doors

4. User taps reader, their credentials are passed through Kastle portal to determine access levels

   1. If checks pass, reader lights up green and user is granted access

   2. If checks fail, reader turns red and users is denied access

Regional Availability

Our Kastle integration is only available in North America.

Setting Up the Kastle & HqO Integration

HqO & Kastle will collaborate to set up the app integration. Once complete, you can help by coordinating on-site testing of Kastle mobile access within your HqO app.

Testing Plan

1. Provide a list of users who can participate in testing

   1. HqO recommends enlisting your team and security personnel for assistance

   2. HqO will permission these users to see the Kastle utility button

2. Ensure that testers are entered into the Kastle portal and are granted appropriate levels of access

3. Test for ~1 week depending on the number of readers on premises

   1. Optional: Find a ‘friendly’ tenant who will be looped in for phase 2 testing

      1. HqO will permission the tenant users to see the mobile access utility button

      2. Phase 2 not only adds an added layer of testing but also familiarizes the property team with the nature of client requests

4. Communicate with HqO and Kastle the results of your testing

Please reach out to your HqO Customer Success Manager or Implementation Manager if you would like additional guidance while establishing your testing plan, or if you encounter any results you did not expect.

If you do not have mobile access included in your HqO Contract, or you are interested in learning more about mobile access options, please reach out to your HqO Customer Success Manager to learn more.

Mobile Access User FAQs

• I am unable to click “Activate card”

  • Ensure proper settings. Turn Bluetooth on and set Location to “While Using the App”. Bluetooth must be on for your phone to act as a building keycard and Location provides access without forcing location to always be on.

• Does the phone need to be “awake” for the mobile access credentials to work in the background?

  • Yes. Location services need to be set to ‘Always Allow’ for it to wake up a minimized app and broadcast bluetooth. You may have to open the app (wake it up)  if you are in a location that inhibits location services

• Why did my Apple Pay pop-up?

  • The readers used for mobile access use the same NFC broadcast that activates Apple Pay. HqO cannot entirely suppress the Apple Pay feature on your phone so tapping a reader may bring it up, especially if the HqO app is operating in the background, not the foreground.

  • Apple pay will also delay the readers response by 1-3 second as it considers which app to activate.

• What if I already have a mobile credential assigned since I use the Kastle mobile application?

  • You will need to uninstall your Kastle app and activate a new mobile credential through the HqO app. 

• What is the recommended proximity of the phone to the reader?

  • For optimal performance, hold the phone about 3-4 inches from the reader, and do not physically touch the phone to the reader.