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Support

Support tickets will receive responses during these hours
Monday-Friday    9:00am - 4:00pm Eastern
No support tickets will be responded to during weekends or after hours.

"Yep. The internet has won."
Bill Newsum
"Yep. This is a game changer."
Bill Newsum

The quickest way to get an answer to your question is through our Help Desk. Click the blue support button in the bottom right hand corner! If your answer is not there, click Get in touch button and submit your question and we will respond as quickly as possible. You can also leave a voice message at (619) 489-6959

Quick Help Links

Spiderpad Self Check System

You can immediately click here to use our self help system. It can help identify many issues you may be having. It will also forward all of your answers to spider support. This will allow a tech to help you if you can't get your issue resolved. Always try powering your keypad off and then re power it up before trying anything.

Spiderdoor Business Hours

We do no have support agents during weekend. Our hours are Monday through Friday 9:00am - 4:00pm eastern time.

Our Knowledge Base & Help Page

We would suggest you first clicking to view our Knowledge Base for answers to many questions. The Spider knowledge base can usually answer any questions you may have. If you can't find the answers you are looking for here, you can create a ticket for us by clicking here to Submit A Request. We will get back to you as soon as possible.

Email Support

Click here to email our support team as well. The email address is Support@spiderdoor.com

Known Issues

ALL TENANTS SHOULD UPDATE ANDROID APP: ANDROID ISSUE: There was a known issue on May 20,2020 / 7:32am est. Android devices had a bug that has now been updated. Be sure to have your tenants update to the newest build.
NEW UPCOMING PRODUCT
Available November 2019
Wireless Individual Door Latches. Works hand in hand with your keypad access! No more having to over-lock a delinquent tenants unit. We automate that for you! A tenant can pay their monthly bill using your website or our app and it will automatically release the over-lock. 24 hours a day / 7 days a week. Latch mounts on the inside left bottom about 4 inches from the floor.
100% Wireless. Nothing to install other than the latch. Battery life is approximately 5 years. Managers dashboard will show battery life in real time.
  Purchase as few or as many as you'd like. No set amount to purchase
  Units are wireless! Drill 4 holes and mount
  Dashboard showing status of all latches
  Dashboard shows battery status
  Easy install. Literally drill 4 holes. Cut slot in track
  Manually lock or unlock
  Can be used manually without management software
FAQ...
Here's some common questions...
 Can you handle the load?
Yes! Because Spiderdoor is hosted on the largest public cloud cluster in the world (powered by Amazon and backed up by Cloudflare Security). It will work for any size property or portfolio.
 Will the call button only call a cellphone?
The call button will call any valid phone number you program into the unit.
 Do I need to have an AT&T or T-Mobile phone?
Any cellphone on any network will allow you to control the device. Your personal cellular carrier does not matter!
 How many events will the Keypad log?
There is no limit.
 If I have questions, is there someone I can talk to?
Yes! We have a first class support team who can answer your questions 24 hours a day, 7 days a week!
 Will SpiderDoor work with my existing management software?
Integration with Sitelink is complete. New releases coming soon! Please contact us to check on the status of integrations.
 Who or what is a "user"?
A user is a customer (tenant) that will have full control of the gate via the mobile app. A customer must be paid current and only then will he or she have the ability to access the gate.
 Can I give someone access to the manager's app but prevent them from the dashboard?
Yes!
 I don't have a cell signal when I stand next to my gate. Will this work?
This depends on the carrier you currently use. Our system uses AT&T as its provider. If you currently use AT&T as your cellular carrier and it works at your gate, then yes it will function. The system is dependent upon a good cellular connection. Without it, the system will not function! :( 
 How long do the image captures stay on the dashboard?
18 months and then they are permanently destroyed.
 Do you offer any type of lightning coverage?
Our product is very unlikely to get hit with lightning due to limited wiring however if you would like to add coverage, it is available.
 How long are your contracts?
There are NO long term contracts or commitments. You can use SpiderDoor month to month, and cancel at any time you'd like!
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