---
title: "User Credential Unlock Issue | Digilock Support"
slug: "does-not-unlock-with-the-user-credential-pivot-pro"
description: "Understand why your Digilock Pivot Pro+ lock isn't unlocking with user credentials. Get steps to troubleshoot RFID and mobile access in shared or assigned use."
updated: 2025-11-07T17:06:12Z
published: 2025-11-07T17:06:12Z
canonical: "support.digilock.com/does-not-unlock-with-the-user-credential-pivot-pro"
excludeFromSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.digilock.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Does not unlock with the User Credential

The lock does not recognize the User Credential (User RFID or User Digilock Mobile Access Credential). For immediate access, override with a valid Management Card.

### Shared Use Instructions

- For overriding instructions, go to [How to override a Pivot Pro+ lock in Shared Use](https://support.digilock.com/docs/how-to-override-a-pivot-pro-lock-in-shared-use).
- If issue persists, and a User Digilock Mobile Access Credential is being used, the credential can be reset. A User Digilock Mobile Access credential will only operate one lock at a time. The same credential may already be occupying another lock. Follow instruction to [Reset a Digilock Mobile Access Credential](/v1/docs/reset-a-digilock-mobile-access-credential).

> [!NOTE]
> **NOTE:** The current credential will be deleted and any previously operated locks will not operate with the new credential until programmed to do so.

---

### Assigned Use Instructions

- For overriding instructions, go to [How to override a Pivot Pro+ lock in Assigned Use](https://support.digilock.com/docs/how-to-override-a-pivot-pro-lock-in-assigned-use).
- Follow the [How to assign User Credentials to an Assigned Use Pivot Pro+ lock](https://support.digilock.com/docs/how-to-assign-user-credentials-to-an-assigned-use-pivot-pro-lock) instructions to assign User Credentials to the lock.

![ppp-basic-usercrdntls-multiple-lf-tr](https://cdn.us.document360.io/43e2fe2d-295f-490f-80b5-6c5ccfc382bb/Images/Documentation/ppp-basic-usercrdntls-multiple-lf-tr.png?sv=2026-02-06&spr=https&st=2026-11-10T16%3A31%3A25Z&se=2026-11-10T17%3A31%3A25Z&sr=c&sp=r&sig=F70y0Bx3RpyG3RkfhrALhCV9XbZp3%2BkYD4gkscqT12g%3D)

A Pivot Pro+ User Credential is used to operate a lock and is available as an RFID card, RFID fob, RFID sticker, RFID wristband, and Digilock Mobile Access.

Placing your hand near the Pivot Pro+ RFID reader will make **the LED flash red**.

Shared Use is perfect for environments where multiple users need temporary access. An RFID credential allows anyone to occupy the unit, and once unlocked and vacated, it's available for the next user.

Shared Use Pivot Pro+ units are available when the LED is green, and occupied when the LED is red.

![dma-credential-ff](https://cdn.us.document360.io/43e2fe2d-295f-490f-80b5-6c5ccfc382bb/Images/Documentation/dma-credential-ff.png?sv=2026-02-06&spr=https&st=2026-11-10T16%3A31%3A25Z&se=2026-11-10T17%3A31%3A25Z&sr=c&sp=r&sig=F70y0Bx3RpyG3RkfhrALhCV9XbZp3%2BkYD4gkscqT12g%3D)

A User Digilock Mobile Access Credential is used to operate a lock with a smart phone using the Digilock Mobile Access app.

Placing your hand near the Pivot Pro+ RFID reader will make **the LED flash green**.

Assigned Use is ideal for personal or dedicated access, where a specific individual or group is given an RFID credential to open a designated unit. The unit remains locked until the assigned user unlocks it using their credential.

Assigned Use Pivot Pro+ units will always have a red LED.