Frequently Asked Questions

Simply search for and open www.Vgates.net in your preferred browser. We recommend saving the URL as an icon to your device's Homepage for quick access. Only registered users will be granted a username and password. The Vgates platform is built as a Progressive Web Application (PWA), designed to work on any standards-compliant browser, including desktop PCs, laptops, and mobile devices (Android and Apple).

Your community, company, or organization determines the registration method, which may be paper forms, digital forms, or a digital Registration platform created by Virtual Guard. Please ask your Administrator which method to use. Once your profile is created, you can change, add, or delete any information except for your Username or email. For special assistance, you may call the Command Center and ask to speak to a Manager.

New Users receive an invitation from Virtual Guard at the request of the profile Administrator. Once you are registered and verified, you will receive an email. Follow the steps outlined in that email to finalize your access. Only registered users for qualified clients of Virtual Guard will be granted access to the Vgates platform.

Once your profile is set up, the Username cannot be changed without Administrator approval. You may change your password either by using the "Forgot" password button on the Login page or within your profile settings. Note: Your password must be at least 12 characters and MUST contain a capital letter, a lowercase letter, and a number. Avoid using special characters like * or !

No, check the box labeled "Remember Me!" on the Login Page before signing in. This will remember your credentials and send you directly to the Homepage. If you clear your cache, reset your device, or upgrade your operating system, you may need to check this box again.

Yes, your group may choose to use either one shared profile or individual profiles for each user. Note that each unique user MUST have a unique email address and unique cellular phone number to set up their profile.

You do not need to use the Vgates platform. You may call our Command Center at 888-435-3533 and choose extension #5 to speak directly with a Virtual Guard Attendant who can help manage your Visitor List and Profiles. The Vgates platform is a convenience, but live attendants are available 24/7/365 to help Users who prefer to interact with a live person.

On the Homepage, choose the "Add Visitor" button. Fill in the visitor's name, phone number, and select if they are a personal guest or a vendor (which prompts for the Company Name). Use the "Custom" button to further define the length of time, days of the week, and times of the day for their access. You can also specify if Virtual Guard needs to make an authorization call upon arrival.

These events can be scheduled with our Command Center in advance. Alternatively, use the "Add Visitor" page, select Vendor, and write a description of the event (e.g., "Sweet 16 Party" or "Open House") in the first field and Admit All in the second field. Your guests should notify the Virtual Guard that they are there to attend the event.

Use the "Quick Invite" button on the homepage instead of the "Add Visitor" button. You still provide the visitor's name and phone number, but the information is not stored permanently on your profile. Once the invitation expires, the Visitor will no longer be authorized. Default time limits are 2, 4, or 8 hours, but you can schedule longer periods using the "Custom" button.

Using the "Visitor" button on the home screen, you may remove Visitors or modify their profile using the "Details" button. You can change their name, add phone numbers/Driver’s License info, change the call requirement, or add a custom schedule. You may also use the "Filter" button to adjust which Visitors appear in your list view.

Tenants must be registered with or approved by an Administrator before being added to the Vgates platform. Departing tenants should be immediately removed so they no longer have authority to authorize visitor access. It is the User's responsibility to manage their tenant status with the Administrator or Virtual Guard.

Yes, there is an "Open Gate" button on the Homepage that functions like a remote to open any gate designated by the Administrator (usually a separate gate from Visitors). Note: This feature may be restricted by your distance from the gate.

The "How-to Tutorials" button leads you to a private YouTube channel with a library of videos. Alternatively, use the phone icon in the upper left corner of the header, or call 888-435-3533, extension #5, for help from a Virtual Guard agent. You may also schedule a private session with one of our Command Center managers.

No, the system can verify visitors automatically through technology using several pre-authorization options: the "Quick Invite" feature (one-time use, randomized 5-digit pin), License Plate Recognition (OCR), US Driver's License Recognition (OCR), or RFID/Bluetooth technology. Visitors using these pre-authorized methods can gain entry up to 5 times faster.

Your Visitor will hear a pre-recorded message welcoming them, prompting them to press the red button for service, and to have the name/address of the person they are visiting available. They will also be prompted to place their Photo ID (if required by the site) face down onto the ID Scanner. The system either automatically verifies pre-authorized visitors or connects them to a Virtual Guard attendant for screening. If the red button isn't pressed, the system automatically dials the Command Center after a preassigned length of time.

Many of our Virtual Guard attendants speak Spanish. If your Visitor prefers speaking in Spanish, simply have them ask for a Spanish-speaking agent. We will do our best to accommodate them, though there may be a slightly longer wait time if an agent isn't immediately available.

Yes, a User can enter through the Visitor Kiosk, though they typically have other methods available (like the in-App "Open Gate" button or sending themselves a "Quick Invite"). If using the Kiosk, the attendant will still need to verify that they are an authorized User and may ask for identification required by the Administrator.

Most sites require a photo ID (Driver's License or Passport) to verify identity before granting secured access. Virtual Guard complies with all guidelines and ONLY scans a picture of the Photo ID for the Attendant to compare to the person on the camera—it does NOT scan magnetic stripes, bar codes, or QR codes. The picture is stored temporarily in our encrypted, cybersecure database.

Wait times may vary from 10 seconds to as much as 90 seconds. Visitors using pre-authorized methods usually gain entry in 10-30 seconds. Unannounced visitors, or those not on the list, must wait for the next available agent and then wait for the attendant to call up to three phone numbers for verbal authorization, which may take 60 seconds or more. During high traffic or special events, wait times may infrequently be longer.

Well-known last-mile delivery services (UPS, FedEx) are typically granted access by visual identification according to the site's Post Orders. Other deliveries (food, flowers) can be pre-authorized via the Vgates.net platform using the "Add Visitor" (as Vendor) or "Quick Invite" features. Unannounced deliveries must be screened, and access may be denied if a User cannot be reached for authorization.

Government mandates require that all gates must fail to the open position during a loss of internet or power to ensure unrestricted access for emergency vehicles. Some sites may deploy redundant backup systems (solar batteries, second internet source) to extend service ability. Please report any outages to both your Administrator and Virtual Guard.

Each User is responsible for the actions of their Visitors. Virtual Guard Attendants watch for tailgating and damages and report all events to the Administrator with pictures, video, and written documentation. A User may be responsible for fines and/or damages caused by their Visitors, so please alert your Visitors to site rules.

Visitors or Users can immediately call Virtual Guard Attendants at 888-435-3533, Extension #5, and speak directly to an agent. Attendants typically have remote control of all the gates and can open or close them as needed during special situations.

The most common reasons are incorrect input/missing registration or windshield interference. Certain windshields, especially "active" or metallic oxide types, prevent the RFID signal from transmitting or cause it to become intermittent. Placing stickers too close (less than 1.5”-2”) to metal frames or other RFID stickers may also interfere. Alternatively, you can request headlamp stickers, which are placed outside the glass.

Virtual Guard provides screening services but is not a gate company. Your site is responsible for contracting a separate gate company for repairs and maintenance to barrier arms, gates, and pedestrian gates. Virtual Guard can only control the gates once they are functional again. Please alert your Administrator or Manager of any gate malfunction or damage.

License Plate recognition (OCR) has a margin of error and should not be relied upon as a single solution. Characters may be misread (e.g., '0' as 'O', '5' as 'S'), or a dirty plate or tinted plate cover can obstruct reading. We highly recommend supporting User access with either RFID or Bar Code entry.

First Responders are a priority entry. If a Virtual Guard Attendant visually confirms an emergency vehicle is approaching, they will open the gates immediately for quick, unobstructed entry. Additionally, the site's gate company should have installed devices like Knox Boxes and Keys, YELP/SOS siren systems, or Click-2-Enter radio frequency as mandated by codes to give First Responders direct access.

Yes, all cameras used for RVM are either low-light (Starlight) cameras and/or have Infrared spectrum vision. The video analytic software used for threat and person detection works just as effectively at night as it does during the day. Investing in quality LED lighting is also a great deterrent and improves video detail, color, and contrast.

Truly "wireless" cameras (solar power, 4G connectivity) are not as reliable as hard-wired cameras. Virtual Guard does not use truly wireless cameras for threat detection due to the video analytic software requirements, but we design custom solutions using Wireless Access Points (WAP) and Solar Arrays for temporary or remote needs, while still preferring Power-Over-Internet (PoE) or direct power for reliability.

Unmonitored systems are reactive—they only provide evidence *after* an incident and offer very little deterrence. Monitored video is proactive and engages the potential threat in real time with the ability to add audio, voice-down, lights, and access control. Quick detection and interaction allow for quick eyewitness alerts to local law enforcement, offering a much greater chance at apprehension and recovery.

No, it is the careless, negligent, and unprofessional use of cameras that can cause liability, not the cameras themselves. Systems must be well-maintained, with maintenance records, and must not include inoperable or fake cameras. Surveillance access should be restricted to authorized, trained, and responsible persons. Correct signage is also important to maintain trust.

No, all cameras are not the same. Beyond special functions (like License Plate Capture or Thermal cameras), performance differs greatly based on challenging factors like low light, harsh weather, high contrast environments, and object speed. The worst incidents often involve these factors, making technologically advanced cameras and systems a significant difference maker in performance.

You can, but not as effectively as a well-trained and equipped Command Center. Assigning monitoring to untrained staff like a Manager or Maintenance Supervisor is generally ineffective, as they resent the added responsibility and events never happen at convenient times. Well-trained security professionals are better supported to manage and react to potential threats appropriately. Delegating security to a third party can also help limit your liability.

No, we primarily use event-based monitoring, which relies on video analytic software or sensors to provide an alert based on preprogrammed parameters. Agents then analyze the event. This method is preferred because studies show that watching a picture for a prolonged time can cause the brain to miss small changes and potential threats. Watching too many monitors also splits an agent's attention.

No, because two-way audio quality in cameras is typically poor due to wind and ambient noise. Instead, Virtual Guard uses horn-speakers or ceiling speakers for one-way communication from agents to onsite persons. When two-way communication is necessary, a special intercom or outside microphone/speaker set is best. Most communication only needs to be one-way, especially when dealing with potential trespassing or dangerous situations.