How do I stop the Proxy ID app from showing in my Android notifications?

Proxy uses a background service on Android to communicate with the readers so that you do not need to launch the app. However, recent versions of Android require that all background services show a visible notification. This is an OS requirement that cannot be removed by the app, but you may remove the notification as a user. 

There are two things you can do:

1. If you prefer to keep the background service for optimal performance at the readers and automatic operation without launching the app, you may simply hide the notification. Long-press on the app icon in your application launcher, select "App Info" > "Notifications" > "Proxy" (not "Proxy Alerts", which we occasionally use for critical communications like security updates), and either pick "Show silently and minimize" or uncheck the category altogether.

2. We have optimized Proxy to consume negligible battery when not in use. However, if you still prefer not to have the background service, you may turn off the Proxy Signal in the app settings (Proxy ID app > ... > Settings > toggle off Enable Your Signal) This will stop the background service and also stop Proxy from working. Please note, to use Proxy again you will need to manually launch the app and enable the Proxy Signal again. 

You can also try these steps on certain Android phone models:
Long press the notification then choose "Stop Showing". That will remove the icon from the notifications bar, but continue to allow the app to run in the background.

We recommend keeping the other category, "Proxy Alerts", at default settings as that's the category we use to (very occasionally) deliver critical alerts such as your access rights being changed/revoked or emergency notifications.

What does ‘Enable diagnostic logging’ do?

This turns on the ability to attach your local Proxy service log files that reside on your phone to the feedback email. These logs (generated locally on your phone) are used to help the Proxy team troubleshoot issues.

What does it mean to be ‘Out of Range’?

Your phone is out of the Bluetooth range of the reader and you will need to go closer to the reader to gain access.

Why is the unlock button deactivated?

The unlock button is only active when the phone is within Bluetooth range of the reader.

Why isn’t my door unlocking?

If you find that the door is not unlocking for you, open the Proxy ID app to find helpful information messages.   

Failure to unlock is often caused by one of three reasons:

1. You do not have permission to unlock the door - in this case, please contact your building or Proxy administrator to get added to the access list.
2. A service has been turned off on your phone - in this case, please ensure that Proxy and Bluetooth are enabled for your phone and there are no other warning messages displayed in the Proxy ID app.
3. The Bluetooth on your phone has been put into an unreliable state by another device - in this case, please toggle Bluetooth specifically from the Settings menu of your device and not from the pull-up menu.  

Why am I not seeing any Proxy Access Cards in my Proxy ID app?

There are a few things to confirm when this happens:

1. Internet Connection - If you have been recently granted access, make sure that you are connected to a data network and have internet access.
2. Email - Ensure the email you entered in the Proxy ID app is the same email that is registered in your administrator system.
3. Permissions - Ensure that you have been added to by your administrator to the organization with the proper credentials.

How can I update my Proxy ID app?

iOS:

1. Open the App Store and then Click on “Updates” in the bottom menu.

2. Scroll until you see the Proxy ID app, then click “Update”.

3. To turn on automatic updates, visit Apple Support for instructions. 

Android:

1. Open Google Play and tap the menu button.

2. Tap on the “UPDATES” tab.

3. Scroll until you see the Proxy ID app, then tab “Update”.

4. To turn on automatic updates, visit Google Play Help for instructions.

How can I send feedback about the product?

iOS:

There are 3 ways to send feedback in the Proxy ID App:

Option 1: From the ​Card Page

1. Open the Proxy ID app.
2. Click on the Card View icon on the bottom of the screen.
3. On the bottom of the Card View screen click “Get Help”.

Option 2: From the ​Account Page

1. Open the Proxy ID app.
2. Click on the Account View icon on the bottom left corner of the screen.
3. Scroll down the profile page and click “Get Help”.

Option 3: From ​the Account Page

1. Open the Proxy ID app.
2. Click on the Account View icon at the bottom left corner of the screen.
3. Scroll down the profile page and click “Send Us Feedback”.

Android:

There are 3 ways to send feedback in the Proxy ID App:

Option 1:

1. Open the Proxy ID app

2. On the bottom of the Proxy home screen, click “Send Feedback”

Option 2:

1. Open the Proxy ID app

2. Click on the profile icon in the top left corner

3. Under the “Help” section, click “Send Feedback” 

Option 3:

1. Open the Proxy ID app

2. Click on the top right menu icon (with the 3 dots), click on “Send Feedback”