HID Integration

HID is an access control provider compatible with a wide range of building entry systems. The HqO + HID integration lets tenants use their phone as a mobile credential to unlock building doors at any HID-compatible reader.

Overview

The integration works through HID Origo, HID's cloud-based credential management platform. Once configured, tenants activate a mobile credential through the HqO app and use it to unlock doors by holding their phone near an HID reader.

Regional availability: North America and Europe

Tenant Experience

Activating Mobile Access

Open the HqO app and navigate to the Digital Key utility button.
Complete the onboarding flow — location services must be enabled.
Tap Activate card once location is enabled.
Your mobile credential appears on screen when activation is complete.

⚠️ Note: Bluetooth must be on for mobile access to work. Location services let the app detect nearby readers.

Using Mobile Access

Open the HqO app (the app does not need to be in the foreground on all devices).
Hold your phone near the HID reader. How close you need to be depends on how the reader is configured.
The door unlocks. A checkmark appears on the reader symbol to confirm.

The app does not require WiFi to communicate with readers. This is useful in low-signal areas like elevators and parking garages.

App States

The Digital Key experience moves through three states in the HqO app:

State	What the tenant sees
Pre-onboarding	The tenant can request a credential from the Mobile Access or Digital Key tile.
Credential requested	HqO notifies the building team of the request. The tenant is notified once their credential is ready to download.
Credential downloaded	The credential is provisioned. The tenant can hold their phone to a reader, tap the card image, or twist their phone near a reader to unlock doors, based on their access permissions.

Configuration Requirements

Before You Start

Before setting up the integration, confirm:

All target HID readers have Bluetooth capability.
Your access control system (ACS) integrates with HID Origo.
You have access to the HID Origo portal through your integrator.

Creating a System Account in HID Origo

Log into the HID Origo portal.
Click the menu icon (three dots) in the top right.
Select Organization Administration.
Scroll to the System Accounts section and click Add System Account.
Copy the Client ID.
Assign the Mobile Identities role.
Select Password as the credential type and set a password.
Send the Client ID and Password to your HqO Implementation Manager.

Adding HqO as an Admin User

In the HID Origo portal, go to Organization Administration.
Scroll to Administrative Users and click Add Admin User.
Enter the following:
- First Name: HqOTeam
- Last Name: Access
- Business email: provided by HqO during implementation
- Phone: US 508-331-1705
- Role: MI Administrator
Save your changes.

Contact your HqO Customer Success or Implementation Manager for the correct email address to add.

Onboarding Models

ACS-Initiated

Tenants are pre-loaded into the access control system before they sign into the HqO app. Their mobile credential is ready immediately on first login — no manual request needed. This model reduces friction for tenants and simplifies the activation flow. It supports bulk uploads via CSV.

User-Initiated

The tenant requests mobile access through the HqO app.
The property team receives an email that names the tenant. The email doesn't include the credential number.
The team copies the credential number from HqO Admin and enters it into the ACS.
The property team activates access in HqO Admin.
The tenant receives a push notification that access is ready.

For the full property-team walkthrough of these steps — what to click in HqO Admin, what to paste into your ACS, and how to troubleshoot — see User-Initiated Mobile Access.

💡 Tip: The ACS-initiated model reduces manual steps and is recommended for most deployments.

Wallet Passes

If your building issues access passes to Apple Wallet and Google Wallet through HID Origo, HqO can set up, suspend, and remove those passes for you. How much happens automatically depends on whether your access control system (ACS) is connected to HqO.

Giving a tenant a pass

Your ACS is connected to HqO: once a tenant's record in your ACS is matched to their HqO account, HqO sets them up in HID Origo automatically. If HID Origo already has a user with the same email, HqO links to that user instead of creating a new one. When HID issues the tenant's pass, HqO adds the new mobile credential to their record in your ACS, so the pass opens the doors that record allows. This only happens if your ACS integration is set up to accept mobile credentials. If it isn't, the credential has to reach your ACS another way before the pass opens any doors, and the removal steps below won't reach the pass. Contact HqO to check the integration's setup.
Your ACS is not connected to HqO: the tenant must already exist in HID Origo under the same email they use to sign in to HqO. Your integrator or ACS administrator sets this up.

The tenant then opens the access screen in the HqO app and selects Add to Apple Wallet, or Add to Google Wallet on Android if your building has Google Wallet turned on.

A tenant can't add a pass while their user record is inactive (in your ACS, or in HID Origo if your ACS isn't connected), or if HID Origo has no user with their HqO sign-in email. See Wallet Pass Troubleshooting for the messages tenants see and how to fix them.

Removing a tenant's pass

Your ACS is connected to HqO: once the tenant's mobile credential is in your ACS, the pass follows it.
- Deactivating the user in HqO sets their active credentials in your ACS to inactive, and HqO then suspends their wallet pass in HID Origo. This covers every active credential HqO has synced for them, which can include a physical badge.
- Deleting the user in HqO removes their credentials from your ACS, and HqO deletes the pass.
- Changes made in your ACS reach the pass the same way. Setting the credential to inactive or lost suspends the pass, setting it back to active resumes a pass HqO suspended, and revoking or deleting it deletes the pass.
- Reactivating the user in HqO doesn't reactivate their credentials or the pass. Set the credential back to active in your ACS.
Your ACS is not connected to HqO: deactivating the user signs them out of the HqO app within about an hour, but HqO doesn't change a pass that's already in their wallet. Suspend or revoke it in HID Origo.

⚠️ Offboarding: these updates run in the background and depend on your ACS accepting the change. After you deactivate or delete someone, confirm in HID Origo that their pass is suspended or deleted, and contact HqO if it isn't.

For SwiftConnect wallet passes, see Mobile Access & Digital Keys. HqO doesn't suspend SwiftConnect passes itself.

On-Site Testing

Test after setup to surface any reader configuration issues before launch.

Reader Unlock Modes

Mode	Description
Tap to Unlock	Phone physically taps the reader
Twist and Go	Hold phone several feet from reader and rotate wrist to unlock
App Specific	Not recommended — designed for phone accessories and blocks mobile credentials

What to Record During Testing

The exact time an issue occurred (for system log review)
The specific door and reader
Device type (iOS or Android)
App version

If most readers work but a few don't, the problem is likely a reader configuration issue. Use the HID Reader Manager app with your integrator to diagnose individual readers.

Frequently Asked Questions

Can't click "Activate card"? Ensure Bluetooth is on and location services are enabled. Both are required for the phone to function as a building credential.

Requested credentials aren't activated yet? Credential entry into the ACS typically takes 24–72 hours. You'll receive a push notification when access is ready.

Why does Apple Pay pop up when I tap the reader? HID readers use the same NFC signal as Apple Pay. HqO cannot fully suppress this behavior. If the app is backgrounded, tapping the reader may trigger Apple Pay first, adding a 1–3 second delay. Open the app before approaching the reader to avoid this.

I already have an HID or Seos credential from another app — do I need to switch? Yes. Uninstall the standalone HID app and activate your credential through HqO. You cannot run parallel HID apps on the same device.

Does mobile access work when the app is in the background? Yes. Location services wake the app and tell it to broadcast Bluetooth, so the app does not need to be open on screen. This is why location permissions are required during activation.

Does it work without WiFi? Yes. Mobile access communicates with the reader via Bluetooth, not WiFi. This is why it works reliably in basements, elevators, and parking structures.

Do I still need my physical keycard? No — physical keycards and mobile credentials work simultaneously on the same license. You can keep both active.

The reader lights up but the door doesn't unlock? The user is not correctly entered in the access control system. Contact your property team to verify access.

Does mobile access work on suite doors? Mobile access works only at base building entrances managed by building management. Suite-level doors controlled by individual tenants require a separate system.

I deleted the HqO app — do I lose my credential? Request a new mobile ID from your property team. Each user license supports up to 5 different mobile IDs in HID Origo.

Lost or broken phone? Request a new mobile ID under the same user license. Maximum of 5 mobile IDs per license.

Need Help?

Contact your HqO Customer Success Manager for questions about enabling or expanding mobile access for your building.