> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-03-mobile-credential-no.md).

# Mobile credential does not work on readers

Diagnose reader, Bluetooth, NFC, door configuration, and controller issues that block mobile credentials.

Work through this checklist in order:

1. Verify that the **latest firmware** is on the Controller hosting the door and reader.
2. Check that the **Bluetooth portion of the reader is enabled**. Check the Mobile Connect Settings tab of the reader in Command Centre.
3. Confirm the readers have the **Bluetooth indicator** (a diamond with two arcs above it). If not, the readers do not have Bluetooth capability.
   * On T20: press and hold # until the firmware page appears (approximately 7 beeps). The reader technology appears on the top line.
4. Confirm the **mobile device has Bluetooth enabled**.
5. On Android devices, go to **Settings > Bluetooth**. You should see the readers listed if they are Bluetooth-enabled and Bluetooth-capable.
6. If Android works but iOS does not, check whether Android is actually using NFC rather than BLE (see [07. Bluetooth works for Android, but doesn't for iOS](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-07-bluetooth-works-for.md)).

> **Note:** assigning a Bluetooth credential to an Android phone also assigns an NFC credential that works on any HBUS-connected T-series reader with MIFARE capability, not just Multitech Bluetooth readers. This can make it appear that Bluetooth is working when it is not.

7. **If the mobile device shows "Connection Failed"** (the LED blinks blue for a minute then fails):
   * Check the door configuration associated with the reader.
   * Verify that the **"Disable Feedback"** option is **unchecked**.
8. **If the site still has legacy controllers:**
   * Ensure the door is not hosted on a legacy controller (check the Connections tab on the Door properties).

![Mobile credential not working on readers, screenshot 1](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-e78f12bd2ba9f4c64137c6dc9f71af395caf7ada%2FSECHUB-MOBILE-03-01-mobile-credential-not-working-01.png?alt=media)

![Mobile credential not working on readers, screenshot 2](https://328339335-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F6bM8WhlBE9BYizPWJaPN%2Fuploads%2Fgit-blob-d404f16e4d4724b8045fdb2e4ea7869033de0719%2FSECHUB-MOBILE-03-02-mobile-credential-not-working-02.png?alt=media)

***

🔗 **Related**

* [07. Bluetooth works for Android, but doesn't for iOS](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-07-bluetooth-works-for.md). The NFC-versus-Bluetooth trap.
* [Reader BLE Calibration](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/mobile-connect-reader-ble-calibration.md). Set the reader's Bluetooth range.


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