Gateway Pesanggrahan — Support

1. About the App

Gateway Pesanggrahan is the official app for residents and staff of the Gateway Pesanggrahan apartment. With it, residents can:

• Register vehicles — add your car or motorcycle with a photo of its STNK, for approval by building management.
• Track parking — see your car's valet session history and the latest parking photos of your motorcycle, logged by building staff.
• File complaints — report an issue to building management, follow the reply thread, and rate the handling once it is resolved.
• Call for help — the panic button alerts building security, with an optional note telling them where you are.

Building staff use the same app in staff mode to operate valet sessions, log parking photos, and respond to complaints and alerts.

2. Contact Us

The fastest way to get help is to reach us directly. Please include the email address of your Gateway account and your unit number so we can find you quickly.

We aim to reply within 2 business days. Account-access issues are prioritized.

3. Your Account

• Getting an account: accounts are issued by the building management office when you move in or join the staff. Bring your resident or employee details to the office to be registered.
• Forgot your password? Contact the management office or email us from the address registered to your account — there is no self-service reset in the App.
• Signing out: Profile → Log out. Your vehicles, complaints, and history stay saved to your account and reappear when you sign in again.
• Moving out or leaving? Your account is deactivated by building management when your residency or employment ends. You can also request deactivation and data deletion at any time — see our Privacy Policy for what is kept and for how long.

4. Vehicles and Parking

My vehicle registration is still pending

New vehicles are reviewed by building management before approval. Make sure the STNK photo is sharp and fully readable — blurry documents are the most common reason for delays. If it has been pending for more than 2 business days, contact the management office.

The STNK photo won't upload

• Check your internet connection and try again.
• Make sure the photo is a normal camera image (JPG/PNG) and not larger than 25 MB.
• If the App can't open your camera, check that it has camera permission in your device settings.

I don't see my car's valet session

Valet sessions appear after staff open them at the valet post. If a session you expect is missing or looks wrong, report it to the valet staff or the management office with the approximate time.

My motorcycle's parking photo is outdated

Parking photos are taken by building staff on their rounds, so the latest photo reflects the most recent round, not a live camera. The photo's timestamp tells you when it was taken.

5. Complaints

• Filing: open the Komplain tab, describe the issue, and submit. You can follow the reply thread in the same place.
• Ratings: once a complaint is closed, you can rate the handling from 1 to 5 stars (and change your rating later if you wish).
• No reply? Replies appear when you reopen or refresh the complaint — the App checks for updates when you open it rather than sending push notifications. If a complaint has had no response for several days, raise it at the management office.

6. Panic Button

• The panic button alerts building security, not the police or an ambulance. In a life-threatening situation, call 112 first.
• Add a short note about where you are — security sees exactly what you type. The App does not send your GPS location.
• You can see your alert's status in the App; security marks it as handled when they respond.
• Use it only for genuine emergencies. Testing or false alarms are a breach of the Terms of Use.

7. Frequently Asked Questions

I can't log in

• Check your email address for typos — use the one registered with building management.
• If you recently moved out or changed units, your account status may have changed; check with the office.
• Still stuck? Contact us with your name and unit number.

Why is there no sign-up button?

The App is only for residents and staff of Gateway Pesanggrahan, so accounts are created by building management rather than through a public sign-up. Visit the management office to get yours.

Do I get notifications?

Not yet — the App checks for updates (complaint replies, alert status) when you open it. Push notifications are planned for a future version.

Does the app track my location?

No. The App never reads your device's GPS. The only location information is what you type yourself in a panic alert's note, and the parking photos staff take of vehicles.

8. Reporting a Problem

When reporting an issue, please include:

• The email address of your Gateway account and your unit number
• Your device (e.g. iPhone 15, Samsung Galaxy S24) and whether you use iOS or Android
• What you were trying to do, and what happened instead
• The exact text of any error message, and a screenshot if possible

9. Privacy

How we handle your data is described in our Privacy Policy. For privacy-specific requests (access, correction, deletion), contact [[PRIVACY_EMAIL]] or the building management office.