A pass showing as expired when you think it should still work is almost always down to its dates and times — and the exact message on the pass tells you which of two different things is going on. Start by opening the pass in the app and reading the message and the window on it.
"Expired" or "this pass has expired"
This means the pass is past its end date and time, or a one-time pass has already been used. Check these:
- The valid window. Open the pass and read its start and end. Times are shown in your community's local time. If the end time has passed — even by a little — the pass is done.
- A one-time pass is used up. A single-use pass or PIN stops working after the first successful entry. If your guest needs to come and go, send one with a date range instead.
- It was cancelled or replaced. If you cancelled the visit or sent a newer pass, the older one now reads as no longer valid. Make sure your guest is using the most recent pass, and that it still shows as active in your app.
If the window really is wrong — it ended sooner than you meant — just send a fresh pass with the correct dates and times.
"Not valid at this time"
This is a different case: it means the pass has a schedule (for example, allowed only on weekdays, or only between certain hours) and it's being used outside those hours or days. Open the pass and check its schedule, and have your guest try again within the allowed window — or send a pass without the time restriction.
The time-zone check (if scheduled passes are off for everyone)
Scheduled passes are judged in your community's local time. If everyone's scheduled passes seem to work at the wrong times of day — off by several hours across the whole community — the community's time-zone setting may be misconfigured. That's not something you can fix on the pass; report it to your property manager so the community's time zone can be corrected.
Still says expired when it shouldn't?
Confirm you're looking at the newest pass, that it wasn't cancelled, and that its dates and times are what you intended. If it all looks right and the pass still won't work at the gate, contact your property manager with the pass and the exact message you see. For a guest whose pass simply wouldn't scan or enter, see "Why didn't my guest's pass work at the gate?"; for how long passes last in general, see "How long are passes valid, and can a guest forward one?"