Guest Management FAQ

Larry Wile Updated by Larry Wile

Guest Management Frequently Asked Questions (FAQ)

Welcome to the Guest Management FAQ! This guide will help you understand how Brivo’s Guest Management feature works, including how to invite guests, set up permissions, manage credentials, and troubleshoot common issues.

1. Getting Started with Guest Management

How can I purchase Guest Management?

You can buy Guest Management through an authorized Brivo reseller or by contacting a Brivo Sales Representative. They will help you choose the right plan for your needs.

Where is Guest Management available?

Guest Management is available in countries where Brivo Access is supported, including:

  • The United States
  • Canada
  • Latin America
  • European Union countries

To use Guest Management, your organization must have an active Brivo Access subscription.

2. General Questions

Do I need Brivo Access to use Guest Management?

Yes. Guest Management is built into the Brivo Access platform, so you must have Brivo Access to use it.

Is Guest Management the same as Brivo Visitor?

No, these are two separate products:

  • Guest Management allows you to pre-invite guests and give them temporary access to doors.
  • Brivo Visitor is a kiosk-based check-in system where visitors sign in on an iPad when they arrive. It does not allow guests to be invited ahead of time or access doors independently.

3. Managing Guests

How do I invite a guest?

There are two ways to invite guests:

  1. Administrators (Brivo Access - Web)
  • Log into Brivo Access.
  • Go to Users > Guests.
  • Click Add Guest and enter the required details.
  1. Users (Brivo Mobile Pass - App)
  • Open the Brivo Mobile Pass app on an iPhone or Android device.
  • Tap the Invite Guest icon (top-right of the screen).
  • Enter the guest’s details and send an invitation.

📌 Note: Administrators must enable a users access to invite guests using the Brivo Mobile Pass application. The Brivo Access mobile app does not support guest invitations for administrators at this time.

Who can manage guests?
  • Administrators with the right permissions can view, edit, and delete any guest using Brivo Access (Web).
  • Users can only delete their own guests using the Brivo Mobile Pass app.

How do I delete a guest?

Administrators:

Administrators can delete any guest regardless of who created the guest. Once a guest visit has expired, the guest is not automatically removed from Access. The administrator must remove/delete the guest from the Guest Dashboard. Once the guest is deleted, the credential is returned to the account for future use.

  • Open Brivo Access (Web) and go to Users > Guests.
  • Find the guest, select View, and click Delete Guest.
  • You can also select multiple guests and delete them at the same time.

Users:

Users can delete any guest that they created using the Brivo Mobile Pass app as long as the guest is still active or the visit hasnt occurred yet. Once the guests visit has expired, the guest will no longer appear in the Brivo Mobile Pass app. The guest is viewable in Brivo Access where the administrator can remove/delete the guest.

  • Open the Brivo Mobile Pass app.
    • Tap Invite Guest > My Guests.
    • Select a guest and tap Delete Guest.

📌 Important: Guests are not automatically deleted after their visit. Administrators must manually remove them from the system.

How do I view guests?
  • Administrators can see all guests in Brivo Access (Web) under Users > Guests.
  • Users can only view their own active guests in the Brivo Mobile Pass app.

4. Guest Restrictions

Changes to a user or administrator will impact any guest invited by the individual and will result in the guest not being able to access doors and removed from the system. The following changes to a user or administrator will result in the removal of the guest from the system if they are invited any guests.

  • a group is deleted
  • user is suspended
  • user is deleted
  • A users Brivo Mobile Pass (BMP) credential is deleted
  • Admin updates/adds a Mobile Pass expiration date. If any existing guest invites exceed the users Mobile Pass expiration date, the guest is removed.
  • Admin is deleted
  • Admin loses groups assignments

5. Guest Invitations & Notifications

How do guests receive their invitation?

Guests receive an email or text invitation based on how they were added:

Inviter

Delivery Method

What the Guest Gets

Administrators

(Brivo Access - Web)

Email

Email with a PIN code or Mobile Pass credential, host name, appointment details, and address

Users

(Brivo Mobile Pass - App)

Email or Text

Email or Text with a PIN code (sent via text or email) or Mobile Pass (sent via email)

How do hosts get notified when their guest arrives?
  • Administrators get a browser alert and an email when their guest accesses a door successfully. The browser alert and email are generated for valid access events.
  • Users get a push notification and an email when their guest enters a door successfully. The push notification and email are generated for valid access events.

Notifications happen automatically and cannot be customized.

6. Guest Credentials

What credentials can guests use?

Guests can be assigned one credential at a time to gain door access. Supported credentials include:

  • A 6-digit PIN code (not customizable).
  • A Mobile Pass (limited to the account’s available passes). Brivo Mobile Pass subscription required separate from Guest Management.

Can PIN codes and Mobile Pass credentials be reused?

Yes! When a guest is deleted, their PIN code or Mobile Pass becomes available again for future guests.

Can I revoke a guest’s Mobile Pass?

No, but deleting the guest will automatically remove their Mobile Pass.

Can I resend a Mobile Pass invitation?

Yes! Both admins and users can resend a Mobile Pass invitation.

  • Administrators can resend invites in Brivo Access (Web).
  • Users can resend invites in the Brivo Mobile Pass app (only for their own guests).

Do guests need to activate their Mobile Pass before using it?

Yes. Guests must download the Brivo Mobile Pass app and activate their pass before they can unlock doors.

7. Feature Compatibility & Restrictions

Are there any restrictions on using Guest Management?

Yes. Guest Management is not compatible with:

  • Shared Access (must be disabled to enable Guest Management).
  • Two-Factor Group Schedules (guests can only have one credential at a time).
  • Brivo Smart Home (not available for multi-family properties).

8. Reporting & Event Tracking

Can I track guest activity?

Yes! Administrators can track guest activity using Brivo Access with information available in the following pages.

  • Users>Guests Dashboard (Brivo Access) – Exports guest reports as a CSV file.
  • Analytics>Reports (Brivo Access) – Tracks guest visits under User & Site Activity.
  • Events>Events Tracker (Brivo Access) – Displays Guest Valid & Failed Access events.
  • Events>Journal (Brivo Access) - Displays Administrator and Users Guest actions
What logs are available in the Journal?

Actions from administrators and users related to guests are displayed in the Journal page in Brivo Access. Journal entries include:

  • Guest Created, Guest Deleted, Guest Added to Group

9. Troubleshooting & Common Issues

Why can’t an administrator manage guests?
  • Check permissions in Brivo Access.
  • Ensure the administrator has View, Create, Edit, and Delete Guest permissions.

Why can’t a user invite guests?
  • Confirm that Guest Management is enabled in Brivo Access.
  • Check if the user is in a Guest-allowed group.

Why can’t I edit an existing guest invitation?

Guest invitations cannot be edited. Instead, delete the invite and send a new one.

10. Language Support

What languages are available for guest emails?
  • Currently supported: English

Coming soon: Spanish, Dutch, German, French, Swedish

How did we do?

Questions about your Guest Mobile Pass Invite

Configuring Guest Management

Contact