While using Visitor Aware to manage visitor traffic, there may be certain scenarios that office staff will run into during the day. Within this help article, we'll walk through some of these scenarios that you may encounter during the visitor management process and discuss potential next steps.


Please note: Make sure to go over these scenarios with your admin and/or IT team to decide on the appropriate protocols for these scenarios. Assign a point person if there should be specific staff in charge of data integrity.


Visitor checking in did not match to SIS profile


It's possible that the information provided within the student information system is no longer up to date, the Student Information System (SIS) profile contains typos, or the Visitor Aware profile contains typos if the information was manually entered. In this scenario, the person checking in will most likely not match to the profile that was created via the SIS sync, which would:

  • Prevent a guardian from having access to sign out a student
  • Cause the visitor to have multiple profiles, which can be confusing
  • Potentially make reporting capabilities confusing and/or inaccurate


If this happens, we have a few options on how to proceed:

  1. If you have synced your SIS and there are typos in the Student Information System record, please correct those before proceeding.
    • We treat the SIS as the source of truth. This record needs to up-to-date and accurate.
  2. If there are typos in the profile that was created directly through Visitor Aware, it's best to delete this profile and have the visitor check-in again - preventing any typos this time.
    • Locate the visitor's profile (https://app.visitor-aware.com/visitors), click into the profile and click "Delete" located right under the visitor's name/photo.
    • Have the visitor check in again being extra careful to prevent any typos.
      • Ideally the visitor's ID will be scanned to prevent typos and ensure data accuracy.
    • If the visitor was not matched to the SIS profile after checking in again, continue to step 3 below.
  3. If the visitor still isn't matched to the SIS profile and you've guaranteed this is the same individual, we'll need to merge the two profiles within Visitor Aware.


Grant Temporary Authorized Guardian Rights


If a guardian tries to sign out a student and gets denied, it's possible that information entered in the SIS may not have synced into your Visitor Aware system yet. For instance, if a parent grants someone authorized guardian rights the same day that they are wanting this person to pickup their child. The sync may not be scheduled in time before students are picked up for the day. In this scenario you may need to grant temporary guardian authorization through Visitor Aware.


Please confirm that this person should have access to sign out a student before proceeding by following your school protocol for handling this situation. Examples: Look in the SIS to confirm and/or call the associated parent to confirm.


To best handle this situation, follow these steps:

  1. Go ahead and have this visitor check-in with Visitor Aware.
    • This will allow you to complete any designated visitor screening and easily click into their profile to view any potential notes or details that would pertain to this individual if their profile previously existed in the system.
  2. After confirming this person should have access to this student, click into their visitor profile if this hasn't been done yet.
  3. Once on the visitor's profile, click the Relationships tab.
  4. Within the "Approved Relationships" field, search for the corresponding student, and then click Save.
    • Another way to temporarily assign the relationship would be to search for the student record (https://app.visitor-aware.com/students), click into the student record and then assign the guardian in the "Approved Relationships" section. Click Save.
    • If you're not able to locate the student in the search field, make sure you're on the correct school location if you have access to multiple locations. (The name of the school location you're currently being shown should be listed in the top-right of your screen.)
  5. Please note: This relationship will be erased upon SIS sync. If this relationship should remain in the system, please make sure the SIS is updated accordingly. We treat the SIS as the source of truth.


Visitor Mismatched Upon Check-in


It's possible that a visitor may be mismatched upon check-in. The likelihood of this happening is quite low and should be a relatively infrequent occurrence.

Note: If you are using the Check-In Kiosk App on the iPad - instruct the visitors to 
verify their name is correct in the "Welcome back" message.  If the name is incorrect, instruct the visitor to click the "?" icon.  The visitor will then be prompted to show their ID.



It's possible someone started the check-in process on the application and then another visitor walked up and unknowingly completed the check-in process that was already in process. The indication of this would be: 

  • the visitor's real-time photo doesn't match the ID photo
  • the information located on the visitor's profile doesn't correspond to the real-time visitor photo 


To correct this and to prevent further confusion follow the steps below.

  1. If this is the visitor's first visit to any of your school locations, feel free to completely delete the visitor's profile by clicking into the profile and clicking the Delete option located under the photos. Then simply have the visitor repeat the check-in process from start to finish. No further action is required.
  2. If you'd like to preserve the visitor logs and correct the visitor's current profile, you may click into the visitors profile.
  3. Once in the profile, hover over the real-time photo that was taken during check-in and a little bubble should pop up saying "Face ID" (this photo shouldn't correspond to the current visitor that just completed the check-in process).
  4. On the top right of this picture should be a white circle with a line through it. Click on this icon to delete this photo.
  5. If you're using facial recognition at your school location, go to the "Profile" tab located on the lower half of the profile. Locate "Indexed Faces" and click the number. Confirm you'd like to delete the facial recognition that was stored.
  6. Have the visitor check back in to confirm everything is functioning as expected.


Remove "Indexed Faces":


A visitor has an identical twin that also checks into the same client account location(s) or another visitor has a striking resemblance to another visitor that has previously checked in. An indication that this is the case would be:

  • A visitor checks in for the first time and is identified to be someone else in your Visitor Aware system.


To correct this and to prevent this from becoming a point of frustration:

  1. Click into the visitor's profile to whom this person was incorrectly matched with.
  2. Once in the profile, hover over the real-time photo that was taken during check-in and a little bubble should pop up saying "Face ID" (this photo shouldn't correspond to the listed visitor information located within this profile).
  3. On the top right of this picture should be a white circle with a line through it. Click on this icon to delete this photo.
  4. Go to the "Profile" tab located on the lower half of the profile. Locate "Indexed Faces" and click the number. Confirm you'd like to delete the facial recognition that was stored. (This is the facial recognition that was just stored from the visitor that just checked in.)
  5. Click the "Visitor Settings" tab and scroll down to "Disable Facial Recognition for this Visitor?". Click Yes and then save.
  6. Have the visitor that had the mismatch happen check back in, this time they will be prompted for their ID/visitor information to complete the check-in process and their corresponding information will be properly stored.
  7. Click into their profile, locate "Indexed Faces" and click on the number to confirm you'd like to delete the facial recognition.
    • Chances are this will continue to be a mismatch situation for both visitors. We will issue a visitor specific QR code and/or require that they provide an ID upon re-entry.
  8. Finally, click the "Visitor Settings" tab located in the visitor's profile and scroll down to "Disable Facial Recognition for this Visitor?". Click Yes and then save.


If you have run into a scenario not detailed here, search our help article database to see if another article addresses the issue. If you're unable to find a resolution, please submit a request for support.