How to
get help

Frequently asked questions

The questions we get most often, with the short answer.

• What do I need to install it?

  The module goes in the electrical panel, on a DIN rail. It needs a 90–240 V 50/60 Hz power supply, the three relay contacts, that is NO, C and NC, wired to the gate automation, and the LTE antenna screwed on before powering up: the Bluetooth one is already fitted.

  It is a job for an electrician or a gate automation installer. The configuration, on the other hand, comes afterwards and is done remotely.

• If the home Internet connection goes down, does the gate still open?

  Yes. The device does not use Wi-Fi and does not connect to the router: it has its own 4G module and its own SIM, and works on the mobile network. The home connection makes no difference to it.

  What it does need is power: the supply is 90–240 V AC.

• The gate did not open: where do I start?

  With the command log, which you can see in real time with the outcome next to it: it tells you whether the command was sent, whether it reached the device and how it ended.

  If the command does not even show as sent, the problem lies before the device: in the phone that sent it, or in a number that is not authorised on that day and at that time.

• Do I have to install an app?

  No: the management software and the app for invited people open in the browser and can be added to the home screen. There is nothing to install or update.

  Then there is the Bluetooth app for iOS and Android, which talks to the device at close range: it is included in the Business Plan, while with Smart you buy it from the store, €5.99 on iOS and €4.99 on Android.

• How do I cancel the subscription?

  From the Private Area, on the subscription page: no phone call and no reason needed. The cancellation takes effect at the end of the period already paid, and until that day you can withdraw it.

  When the subscription ends the device stays yours, but the SIM is switched off: first remove the numbers that should no longer open, because they remain stored on the device.

• Can I get a copy of my data, or have it deleted?

  Yes. From the Private Area, under «Legal documents and your data», you can download a copy of your data and delete your account. Or write to info@bgates.it with «privacy» in the subject line.

  Only tax data is kept, for the ten years required by law. All the retention periods are in the data retention policy.

• Can I rely on BGates as a security system?

  No: BGates opens the gate and keeps a log of it, but it is not a burglar alarm and not an emergency system. It depends on the power supply, on the mobile network and on the gate automation.

  That is why we ask everyone to keep an alternative way in, a key, a remote control or manual operation, and to make sure that one way out always works, even without us.