Get Help at the Kiosk

Get Help at the Kiosk

Stuck at an unstaffed gate — a resident who doesn't answer, a PIN that won't take, a QR pass that won't scan? When the community offers assistance, a Help pill sits on the kiosk's main screen. This guide covers what happens after you tap it.

Step 1 – Guided topics first

Tapping Help starts a short guided flow: pick what you need help with — for example, a resident not answering, a code that won't work, or a QR pass that won't scan — and the kiosk offers a suggestion to try first. Many gate problems resolve right there, without a call.

Step 2 – Place a help call

If the suggestion doesn't solve it, the kiosk offers Call Us. What happens next depends on how the community set up its help:

• Community help phone — the kiosk dials the community's configured help number directly. You're calling the community's help line, not the resident you were trying to reach.
• Live Agent — where the community has enabled it, the kiosk connects you to a remote agent who can talk with you and process the entry. The option appears during the community's configured service hours. See [Live Assist and Live Agent](live-assist-and-live-agent) for how that service works.

Good to know

• After 30 seconds of inactivity, the kiosk returns to its main screen — tap Help again to restart the flow.
• The kiosk's camera self-view carries a REC indicator and a notice that recording is in progress.
• If you were trying to reach a specific resident, the Directory card is often the faster route — see *Kiosk Directory Calls*.

For community admins: the Help pill only appears when help is configured. The help phone number and per-gate help options are set under Settings → Unstaffed Gates; contact your JEKA representative about enabling Live Agent.