Airfob App Basic Troubleshooting

Airfob App Basic Troubleshooting

If your employee or customer is using the Airfob App and run into an issue, we are happy to help you find a solution. Here are a few steps that may help you solve the issue on your own, and what to do if you cannot solve the issue.

If you are not an Airfob site administrator please contact your site administrator for support. This is usually someone on your company's security, IT, or HR team. 

Basic Troubleshooting Steps

Step 1

Restart the phone. Turn it off completely and then back on again.


Step 2

Completely end the Airfob Pass app.

  1. On iOS, swipe up from the Home Screen to show all apps currently running. Find the Airfob app and swipe up to terminate it.
  2. On Android, the process varies from phone-to-phone. Usually you will swipe up from the bottom of the Home Screen to show all apps currently running. Find the Airfob app and swipe up or press the [x] button in the corner of the app. For more help with Android phones please refer to Google's article on this topic.

Step 3

Turn off the BLE of the mobile phone and then turn it on again.

BLE settings are located in the top tray on iOS and Android phones. Swipe down from the top of the screen and find the Bluetooth icon. 

Step 4

Re-launch the Airfob Pass app.

Step 5

If using foreground mode, the phone must be awake to authenticate the credential. If using background mode, the phone can be awake or asleep. For troubleshooting purposes, it is better to use foreground mode.

Additional Steps

If the steps above do not resolve your issue, you can submit a bug report the the MOCA support team.

Tap the menu button (☰) in the Airfob app

Tap More

Tap Bug Report

Along with submitting the Bug Report it is helpful to send us an email at, including the following:
  1. Approximate date/time when you click Bug Report.
  2. Site ID (Optional)
  3. BLE Active [YES/NO]
  4. NFC Active [YES/NO] (Android Only)
  5. Screenshot of the Airfob App info page
    1. Tap the menu button (☰) in the Airfob app

    2. Tap More

    3. Tap Info

    4. Take a screenshot by pressing the side button and the volume up button at the same time

    • Related Articles

    • Airfob Patch troubleshooting installation

      I have installed Airfob Patch but it does not work. I see Airfob Patch is powered on, but there is no response from the RF card reader when I tap my smartphone. Scenario 1. Have selected a mobile access card from a different site Check the ...
    • Airfob App Quickstart Guide

      What is the Airfob App? The Airfob app replaces plastic access control cards with your smartphone, allowing you to open doors conveniently and securely. Use the Airfob app just like the like you would a physical RFID card. Tap your phone on the ...
    • Opening Doors with the Airfob App

      Airfob credentials give you the convenience of opening doors using your mobile phone instead of plastic RFID cards. Airfob credentials are part of Suprema Mobile Access. If your business, school, or organization is not using an access control ...
    • Airfob Patch troubleshooting card format

      Mobile card does not work on Airfob Patch. I've issued mobile card and the user downloaded the card on his phone but he failed to authenticate successfully when tapping on the card reader. Scenario. It is configured in custom card format Check the ...
    • Quick guide for Airfob Portal

      A-Z quick basic concept of what to expect in operating Airfob Portal. Airfob Portal supports both desktop and mobile browsers. However, some features may be limited when viewing on mobile browsers.. Signing up 1. Access the sign up page or visit ...