Support | Pin My Guard

Contact & Quick Access

For tenant setup, mobile app review access, support, data subject requests, PAIA/POPIA queries, or security incident coordination, contact support@pinmyguard.com.

If you have already received a reviewed access invite, open the Pin My Guard access activation page to confirm your role, tenant, assigned portal, and first sign-in steps.

Data Isolation & POPIA Commitment: Pin My Guard strictly isolates your data. Raw GPS trails, private resident details, and internal handover logs are never exposed to external clients. You control what gets published.

Emergency Disclaimer: Pin My Guard routes alerts to your configured tenant control room and does not replace public emergency services (such as SAPS or Metro Police). For immediate public emergency response, use standard local emergency channels.

Select your support area:

Tenant Admin Support Manage accounts, scheduling, sites, POPIA, PSiRA tracking, and manual ZAR EFT billing. Control-Room Support Active emergency SOS dispatch, map responder tracking, and shift handovers. Client Portal Support Approved activity summaries, attendance, incident reports, and POPIA privacy redactions. Guard App Support Shift telemetry, QR scans, incident capture, offline sync, and SOS drills. Resident App Support Emergency SOS activations, estate alerts, contacts, and location disclosures.

Pilot Request Follow-up

Controlled pilot requests are reviewed by a human coordinator. Typical response windows are mapped to your selected timeline.

Urgent (0-30 days): Expected initial coordinator response: within one business day.
Planned (31-60 days): Expected initial coordinator response: within one to two business days.
Extended (61-90 days): Expected initial coordinator response: within two to three business days.
Longer (90+ days): Expected initial coordinator response: within three to five business days.

If you need to follow up after the expected time

Use the support email with subject: PMG Pilot Follow-up: [company] [reference].
Include your reference ID from the request confirmation screen.
Include your preferred contact channel (email, WhatsApp, or phone) and timeline.
Reference your original launch request details so the coordinator can quickly locate your intake.

For pilot coordination follow-up, contact support@pinmyguard.com and include the reference ID. You can also use a pre-filled support email below:

Use this form to generate your exact follow-up email draft.

Company / estate

Original request date (optional) If you leave this blank, today is used as the reference request date for expected-response estimation.

Reference ID

Main contact

Preferred response channel

Pilot focus

Requested rollout timeline

Open a follow-up email draft Download follow-up reminder (.ics) Download follow-up checklist (.txt)

Draft updates in real time as you type.

Tenant Administrator Support

Tenant administrators manage operations via app.pinmyguard.com. This portal handles site configurations, guard scheduling, resident registries, client portals, compliance logs, and manual EFT billing.

Manual ZAR EFT Billing

Pin My Guard operates exclusively on a manual ZAR EFT invoicing model. The platform contains no card processors or payment gateways. Invoices must be paid via direct bank transfer to the details shown in the portal, using the generated invoice reference number. Reconciliations are processed manually by the platform finance team within 1-3 business days. If bank latency causes payment delays, administrators can request a temporary grace period extension directly within the billing panel to override automatic account suspension limits.

PSiRA Compliance Wording

The system tracks guard PSiRA registration numbers and issues visual warning alerts for expiring or lapsed certifications. Schedulers will see warning flags when assigning lapsed guards. Note: Pin My Guard is a tracking tool and does not legally certify or verify officer PSiRA compliance; security operations managers retain legal liability for certification checks.

Assistive AI Operations

Artificial Intelligence features (risk forecasting, shift reports, and scheduling drafts) are strictly assistive and feature-gated. All AI recommendations are human-reviewed and must be manually approved or modified by a system administrator before being published or actioned.

Control-Room Operator Support

Operators coordinate active responders and respond to panic alerts via control.pinmyguard.com.

Emergency SOS Triage: Unacknowledged panic events trigger high-priority visual warnings and audio sirens. Respond immediately, assign responders, and transition panic status to dispatch or resolved.
Guard Marker Telemetry: Responder marker opacity is updated based on location freshness. Heartbeats older than 5 minutes display stale warning states. Do not assume stale markers represent real-time locations.
Handover Log: Submit handover notes at shift end to ensure seamless coordination between operating teams.

Client Portal Support

HOA managers and security clients review approved service quality data via client.pinmyguard.com.

Approved-Only Boundary: The client portal is strictly read-only and displays only tenant-approved shift reports, published incidents, and patrol checkpoint timelines.
POPIA Privacy Redactions: Under South African POPIA regulations, raw responder GPS trails, device hardware details, private resident panic coordinates, audit logs, and internal operator handovers are strictly redacted to prevent unnecessary data processing.
SLA Scorecards: Review monthly SLA scorecards and record acceptance signatures. New queries on a scorecard are automatically disabled once the monthly sign-off is submitted.

Guard Mobile App Support

The Guard mobile application is a separate app configuration dedicated exclusively to security officers on shift.

Shift Telemetry: Start your shift to activate foreground GPS tracking. Foreground and background tracking is strictly disabled when off-shift.
QR Checkpoint Scanning: Scan physical QR codes at checkpoints to record proof of patrol. The app matches coordinate boundaries to verify scan locations.
Offline Sync Queue: If cellular network coverage drops, scan telemetry saves locally. The queue automatically syncs when connectivity returns. Do not manually clear the pending queue unless instructed by a supervisor during troubleshooting, as unsynced patrol proof will be lost.
Accidental SOS Protection: Tapping the emergency panic button initiates a 3-second countdown. Keep the screen active or slide to confirm SOS to prevent pocket alarms.

Resident Mobile App Support

The Resident mobile application is a separate app configuration dedicated exclusively to estate residents for safety and communication.

Active-SOS GPS Disclosures: In compliance with POPIA privacy rules, the Resident app does not track your location during daily use. Your GPS coordinates are accessed ONLY during an active Panic/SOS alarm to direct responders. Tracking terminates immediately when the panic event is marked resolved.
Emergency SOS: Trigger SOS alarms to send immediate alerts and device context to your estate's control room. Tapping SOS triggers a confirmation timer.
Suspicious Activity & Alerts: Submit reports with text and photos for control-room triage. Review estate notifications and emergency numbers.

Compliance and Notices

Please review the full Privacy and POPIA/PAIA notice. For general access routing, return to the Access Activation Page.