FAQ for A New Life with i-Neighbour
General
1. Is it mandatory for residents to sign up i-neighbour if the majority of the residents in the neighbourhood have signed up?

Residents have any right to choose whether to use i-Neighbour system or not. However, if the neighbourhood has agreed to deploy i-Neighbour system, then admin is also required to enter name and unit number of residents who do not wish to use i-Neighbour. This is because security guards are required to register all visitors coming into to the neighbourhood, using i-Neighbour system.

2. What OS can be supported by i-Neighbour Mobile App?

Apple iOS and Android can be supported by i-Neighbour Mobile App. User can download i-Neighbour Mobile App from Apple App Store and Android Google Play.

3. How to bar access of residents if they do not make maintenance payment?

If residents do not make payment, management (admin) can bar the residents’ access to i-Neighbour system.
Note: management shall consult professional consultant before implying such rule via i-Neighbour system.

4. What is the security guarantee in regards of system being hacked?

To make sure that users’ data is always securely protected, i-Neighbour constantly carries out penetration test. A penetration test, or pen test, is an attempt to evaluate the security of an IT infrastructure by safely trying to exploit vulnerabilities. Click here to find out more about i-Neighbour Cloud Security Policy.

5. What are the supported language for this app?

12 languages are available in i-Neighbour App: English, Simplified Chinese, Traditional Chinese, Malay, Nepali, Indonesian, Arabic, Hindi, Spanish, Thai, Turkish and Vietnamese.

BLE-2 (Smart Barrier Gate Control)
1. Residents have to open i-Neighbour Mobile App whenever reaching the barrier gate?

No, because when resident is near to the Barrier Gate, resident will receive a prompt message from i-Neighbour Mobile App. Resident can then open the Barrier Gate by responding to the prompt message.

2. How does it work or what technology does it use?

BLE stands for Bluetooth Low Energy. Hence, BLE-2 works via Bluetooth. To have this Smart Barrier Gate Control, BLE 2 Gate Control Relay Board will be installed on the Barrier Gate. To open the Barrier Gate, a Bluetooth signal will be sent from smartphone via i-Neighbour Mobile App. The Barrier Gate will be opened when the Bluetooth signal is received by the board.

3. How does smartphone receive prompt message when residents are near to the Barrier Gate?

BLE 2 Gate Control Relay Board will be installed at the Barrier Gate. The relay board will constantly send out bluetooth signal. When the residents are within the Bluetooth coverage (maximum 10-meters from the relay board), his/her smartphone will receive the bluetooth signal and a prompt message will be shown on the smartphone.

4. Do I have to do Bluetooth pairing before accessing the Barrier Gate?

No, you do not have to do Bluetooth pairing before accessing the Barrier Gate. However, you are required to have your smartphone’s Bluetooth On, so that your smartphone can receive Bluetooth signal sent by BLE 2 Gate Control Relay Board.

5. All residents can access the barrier gate? How does it work if only two vehicles from each house are allowed to enter the neighbourhood?

Only permitted residents have right to access the Barrier Gate. Management (Admin) can customize access right via Web Portal. Some of the settings configuration are: number of vehicle permitted for entry, residents permitted and more.

6. If I am walking instead of driving, can I open the barrier gate using the i-Neighbour Mobile App?

No, you cannot. Barrier Gate has a loop detector to detect vehicles. Barrier Gate can only be accessed if and only if a vehicle is detected within the coverage.

7. How does management control access of residents? Especially, how can management bars access of residents who do not pay maintenance fee?

Management (Admin) can do access control configuration through Web Portal, such number of vehicle permitted for entry, residents permitted and etc.. By updating unit’s Occupancy Status to “Non-Member”, residents from the respective unit will be barred from accessing i-Neighbour Mobile App, and hence, they will not be able to access the Barrier Gate.

8. Do you provide any alternative for residents who do not have a smartphone?

Yes. BLE card can be issued by the management (Admin) to residents who do not own a smartphone.

9. Can a resident share his i-Neighbour account’s login, so that his/her friend can drive into the neighbourhood without registering?

No, because an account can only be logged-in to a device. When resident is logging into his/her account in another device, a verification code will be sent to his/her email address. He/she is required to enter the verification code into the new device in order to login.

10. With this BLE-2 feature, can the security guard manually open the Barrier Gate?

Yes, security guard can manually open the Barrier Gate, provide there are buttons installed for the Barrier Gate at the guard house.

11. Can BLE-2 work with existing Barrier Gate that already has access card system installed?

Yes, installation of BLE 2 Gate Control Relay Board does not require sacrifical of existing Barrier Gate. You do not have to change a new Barrier Gate in order to use BLE-2 Barrier Gate Control.

12. Do you provide Barrier Gate? If yes, do you provide installation?

Yes, we do provide Barrier Gate and its installation. Extra charges incur. Please contact info@i-neighbour.com for more information.

13. Does this feature work with the existing Barrier Gate installed? Or I have to replace with a new one in order to use your system?

Yes, installation of BLE 2 Gate Control Relay Board does not require sacrifical of existing Barrier Gate. You do not have to change a new Barrier Gate in order to use BLE-2 Barrier Gate Contro

14. Are there any other options to control Barrier Gate?

Yes, there are three options in Barrier Gate Control: BLE 2, Long Range RFID and License Plate Recognition (LPR). More details are available at links below:

TimeTec BLE-2 - https://www.i-neighbour.com/TimeTecBarrier
TimeTec Long Range RFID Barrier - https://www.i-neighbour.com/rfid_barrier_gate_system
Smart LPR - https://www.i-neighbour.com/TimeTecSmartLPR

Click here to find out more information about TimeTec BLE-2 Smart Barrier
Smart Reader
1.  How does the App work with the Smart Reader?

i-Neighbour Mobile App communicates with Smart Reader via Bluetooth. When accessing the Smart Reader via i-Neighbour Mobile App, Bluetooth signal will be sent from the smartphone to the receive in the reader.

2. Does the Smart Reader provide other access methods, such as access card?

Smart Reader (H2b) provides 3 access method: i-Neighbour Mobile App, fingerprint and access card.

3. Since the Smart Reader provides alternate access methods, such as fingerprint, do residents get to register their fingerprint to enter as well? If yes, can residents register their fingerprint via i-Neighbour Mobile App?

We do not recommend to allow residents to access using fingerprint. This is because Smart Reader (H2b) can only store total of 1500 fingerprint templates.

Smart Lift
1. Are the buttons in the lift still working?

Buttons of the lift will not working after TimeTec Lift Control Panel BLE-16 has been installed. Users can only access the lift via i-Neighbour Mobile App or using BLE card. However, the Open, Close, Emergency buttons are still working.

2. How does Smart Lift work? What is required in order to have this feature?

Smart Lift works via Bluetooth Low Energy (BLE) technology. In order to have this feature, TimeTec Lift Control Panel BLE-16 has to be installed. And of course, smartphone or BLE card is required to access the lift.

3. Do I have to replace the existing lift in order to have this feature?

No, you do not have to replace the existing lift. Installation of TimeTec Lift Control Panel BLE-16 does not sacrifice the existing lift. The control panel is developed to be compatible with almost all lift brands and models in the market.

4. Is Internet required to access the lift via i-Neighbour Mobile App?

No, Internet is not required to access the lift via i-Neighbour Mobile App. However, smartphone’s Bluetooth has to be turned on.

5. Do users have to do Bluetooth pairing configuration before accessing the lift?

No, Bluetooth pairing configuration is not required. However, smartphone’s Bluetooth has to be On in order to access the lift.

6. Can users access the lift via i-Neighbour Mobile App outside the lift?

No, Bluetooth signal sent from the smartphone can only be received by the control panel within the lift car.

7. Will the lift’s warranty be voided after installing the BLE-16 board?

This depends on the lift’s vendor or manufacturer. We would suggest you to get permission from the vendor/manufacturer before installing TimeTec Lift Control Panel BLE-16.

8. How to write access right onto the BLE card? Any external hardware required?

External hardware is required to write access right onto the BLE card.

9. Residents’ access right can be configured by the management?

Yes, management (admin) can configure residents’ access right via i-Neighbour Web Portal. Management can set the common areas that can be accessed by all residents, in the settings.

10. How can visitor access the lift?

Pre-Registered visitors can access the lift using i-Neighbour Mobile App after checking-in at the guard house.
Invited or on-the-spot registered visitors can accessed the lift using BLE card, issued at the guard house.

11. What are the compatible brands and models of lift?

TimeTec Lift Control Panel BLE-16 is developed to be compatible with almost all lift brands and models in the market.

12. Can Smart Lift feature be working concurrently with the existing access card control system?

No, installation of TimeTec Lift Control Panel BLE-16 would replace the existing access card control system.

Smart Door Lock
1. Other than accessing via i-Neighbour Mobile App, what are the other options?

There are four models of Smart Door Lock provided by i-Neighbour as below as their access methods:

ML-10B: i-Neighbour Mobile App, fingerprint, mechanical key.
TL-40B: i-Neighbour Mobile App, fingerprint, password, RFID card, mechanical key.
DL-30B: i-Neighbour Mobile App, password, RFID card, mechanical key.
SL-70B: i-Neighbour Mobile App, password, RFID card, mechanical key.

2. How does the Smart Door Lock work with i-Neighbour Mobile App?

i-Neighbour Mobile App (smartphone) communicates with the Smart Door Lock via Bluetooth 4.0.

3. For the Smart Door Lock, how does it operate during electricity surge?

Smart Door Lock uses four AA batteries, which can last for a year of use before the low-battery warning indication.

4. How long can the batteries of Smart Door Lock last?

The AA batteries can operate over 6000 accesses, which is approximately a year of use before the low-battery warning indication.

5. How do residents know when the batteries of Smart Door Lock are draining?

Before the batteries drain, the Smart Door will make beeping sound (low-battery warning indication).

6. If the batteries are drained, how to unlock the Smart Door Lock?

All Smart Door Locks provided by i-Neighbour come with mechanical key. When the batteries totally drain, mechanical key can be used to unlock the Smart Door Lock.

7. Does the Smart Door Lock come with mechanical key?

Yes, all models of Smart Door Lock provided by i-Neighbour come with mechanical key.

8. How many devices or smartphones can be added to access the Smart Door Lock?

Unlimited. Multiple devices/accounts can be given access to Smart Door Lock. Permitted access can also be removed by the master account anytime and anywhere via the App.

9. How do residents open the door from inside of their house?

Access right / permission (via i-Neighbour Mobile App /password / RFID card / password) is only needed to be verified at outside the house. So residents can open the door from inside of their house, without having to be verified.

10. If I do not have access to the Smart Door Lock at all, how can I unlock the Smart Door Lock?

You can unlock the Smart Door Lock using the mechanical key. If you do not have, then there is no way to unlock the Smart Door Lock at all.

11. Is Internet required to unlock the Smart Door Lock?

No, Internet is not required to unlock the Smart Door Lock. Unlocking the Smart Door Lock using i-Neighbour Mobile App requires Bluetooth 4.0.

12. What brands of Smart Door Lock are compatible with i-Neighbour Mobile App?

All models of Smart Door Lock provided by i-Neighbour are compatible with i-Neighbour Mobile App. If you are having other brands of Smart Door Lock, contact us via info@i-neighbour.com to find out whether integration is possible.

13. Can other commercial brands of Smart Door Lock work with i-Neighbour Mobile App?

For the time being, only Smart Door Locks provided by i-Neighbour are compatible with i-Neighbour Mobile App. If you are having other brands of Smart Door Lock, contact us via info@i-neighbour.com to find out whether integration is possible.

Invitation
1. How does Invitation work in i-Neighbour?

Residents can send invitation to their visitors by just entering visitors’ name. After visitor’s name is entered, system will automatically generate QR code and link. QR code is for quick and easy verification at the guard house. When the link is for the visitor to fill up his/her information before going to the guard house.

2. Invitation sent out to friends, they will receive in the form of email?

If invitation is sent via i-Neighbour Web portal, an email will be sent to the invited visitor automatically by the system.

If invitation is sent via i-Neighbour Mobile App, resident can send the invitation (QR code and link) via his/her preferred social app: Facebook, Wechat, WhatsApp, etc..

3. Can residents send invitation to friends who do not want to use i-Neighbour Mobile App?

Yes. Invited visitors are not required to install i-Neighbour Mobile App. Visitor can still fill up his/her personnel information via the link received. At the guard house, security guard will scan the QR code using i-Neighbour Mobile App. Information of the visitor will pop-up on the screen after scanning the QR code.

4. Must visitor download the app to respond to the invitation?

No, visitor must not download i-Neighbour Mobile App. Visitor can still fill up his/her personnel information via the link received. At the guard house, security guard will scan the QR code using i-Neighbour Mobile App. Information of the visitor will pop-up on the screen after scanning the QR code.

5. Do visitors have to confirm their attendance in order to get a QR code?

No, resident will send both QR code and link to the visitor after invitation has been created via i-Neighbour Mobile App. If visitor chooses not to fill up his/her information via the link, security guard can do so after scanning the QR code.

6. If invited visitor is not using a smartphone, how can he/she receive the QR code and link?

Yes, QR code and link can be sent via social App or normal text message (SMS).

7. Will security guards be informed of the invited visitors?

Yes. After resident has created invitation, invited visitor will appear in the dashboard view of security guard account. Hence, security guard will be able to see who are the expected visitors coming today.

8. What information does the resident have to provide in order to invite his/her friend?

Resident will have to only enter visitor’s name in order to invite his/her friend. However, resident can fill up all information on behalf of the visitor.

8. What should the visitors do with the QR Code at the guard house?

Show the QR code to the security guard so that the security guard can scan the QR code through i-Neighbour Mobile App. After the QR code is scanned, visitor’s information will be pop-up on the screen. Then, security guard may verify the information with visitor’s ID card.

9. Can invited visitor share the QR Code with someone else?

Yes, it is out of system’s control to prevent invited visitor from sharing the QR code with someone else. However, invited visitor’s name has been entered by the resident into the system. Hence, security guard plays an important role to disallow entry of visitor if his/her name does not match with the name in the system.

10. What will happen if the invited visitor does not come to the neighbourhood?

The QR code will be disabled an hour after the expected arrival time of visitor.

11. If resident is organising a party, does he/she have to generate multiple QR Code? Or one QR Code can be used by all invited visitors?

He/she has to generate multiple QR code if he/she is inviting more than one visitor. Each QR code has its own unique code, so the QR code can only be used by the invited visitor, but not anyone else.

12. What if the invited visitor does not want to fill up his/her information through the link provided?

Security guard can fill up the visitor’s information on behalf of him/her after scanning the QR code.

13. Does management have a say on the visitors invited by the residents?

No, management’s consent is not required to invite visitors in the system.

Wireless Alarm System
1. Does installation of sensor require cabling and hacking?

Cabling and hacking are not required to install sensor. 3M stick is all needed to install the sensors at designated position. Sensors use batteries that could last for about 18-months.

2. How long can the batteries of sensor last?

Sensors’ batteries can last for about 18-months. User can view the percentage of battery life on the App. User will also be notified when the batteries run low.

3. How to determine the batteries life of sensors? Does it alert resident when the batteries are running low?

User can see the batteries life of sensors on the App. User will be alerted on the App when the batteries are running low.

4. How to configure the sensor, such as day or night mode?

Sensor configuration can be done via the App. Voice control to configure sensor will be soon available.

5. When the sensors are triggered, will the resident be alerted if he/she is not at home?

Resident will be alert on the App when sensors are triggered, regardless of where the resident is at.

6. When alarm is triggered, I can view the CCTV footage thru the App. Is this within i-Neighbour Mobile App? Or I have to download another App?

Resident can view CCTV footage via i-Neighbour Mobile App.

7. How to install the sensor? In video, I do not see any cabling.

Installation of sensor does not require cabling and hacking. 3M stick is all needed to install the sensors at designated position. Sensors use batteries that could last for about 18-months.

8. Can the home alarm be linked to the alarm system at the guard house?

Yes, when individual home alarm is triggered, it will then triggered the Siren Kit SK-911 installed at the guard house. Security guard will be able to see unit/house number displayed on the LED panel.

9. How does the home alarm trigger the alarm system at the guard house? Is cabling required?

No cabling is required. Internet (Wifi or Mobile Data) is all it needs. When home alarm is triggered, it will send a message to the cloud server to triggered the Siren Kit SK-911 installed at the guard house. Security guard will be able to see unit/house number displayed on the LED panel.

10. Can this wireless alarm system be installed at perimeter of neighbourhood?

Yes, wireless alarm system can be installed at perimeter of neighbourhood if there is Internet access. This is because Internet is required by the alarm system to send alert when it is triggered.

Click here to find out more information about Smart Wireless System
Smart IP Camera
1. What is Epicamera?

Epicamera is a cloud surveillance system. Find out more information at www.epicamera.com

2. How does the Epicamera work with the i-Neighbour Mobile App? Or users are required to install both Epicamera and i-Neighbour Mobile App?

Residents can setup and view CCTV footage via i-Neighbour Mobile App. Residents are not required to use Epicamera Mobile App.

3. What brands of IP Camera are compatible with Epicamera?

Almost all brands of IP Camera are compatible with Epicamera. Check out supported cameras here.

4. Can video footage be stored in NVR?

Yes, video footage can be stored in NVR, micro SD card and cloud (www.epicamera.com).

5. Is there any charges if user wishes to save video footage onto the cloud?

Yes, there is charges if user wishes to save video footage onto the cloud. Click here to find out the pricing.

6. Epicamera requires Internet?

Yes, Internet (Wifi or Mobile Data) is required in order to view CCTV footage via i-Neighbour Mobile App.

7. If Internet is down, can resident view CCTV footage via the App?

No, resident is not able to view the latest CCTV footage via i-Neighbour Mobile App when Internet is not available.

8. Does Epicamera require cabling?

Installation of IP Camera requires cabling.

9. Can Epicamera work with existing installed CCTV in resident’s house?

Epicamera is compatible with existing CCTV installed, as long as it is IP Camera. More information is available below:

Supported Cameras - https://www.epicamera.com/supportedcamera

Camera Setup Manual - https://www.epicamera.com/set_up_guide

10. Do you provide CCTV? If yes, do you provide installation?

Yes, i-Neighbour does provide IP Camera as well as installation. Click here to find out models of IP Camera provided.

11. Is there any charge for accessing CCTV footage via App?

It is totally free to access CCTV footage via i-Neighbour Mobile App.

12. Can management office view footage of CCTV installed at my home?

No, management (admin) cannot view CCTV footage of residents’ house, unless residents give access to the management (admin).

13. Is Smart IP Camera compulsory or optional in i-Neighbour system?

It is optional.

14. Can user configure access control of the Epicamera?

User can configure the ins talled IP Camera via App.

Click here to find out more Epicamera.
Facility Booking
1. What if the resident did not show up, can the facility slot open for other residents?

Yes, management is able to cancel an approved facility booking. Resident can also cancel his/her booking via i-Neighbour Mobile or Web App.

2. How does the Smart Reader or Smart Door Lock work with Facility Booking feature?

Resident will only have the access to Smart Reader or Smart Door Lock if and only if his/her booking has been approved by the management.

3. Can resident access the facility (Smart Reader / Smart Door Lock) via fingerprint or access card?

Smart Reader and Smart Door Lock provides multiple access method: i-Neighbour Mobile App, fingerprint, password and RFID card. It is up to the management how they would like to residents to access.

4. Can management trace in-out records of residents through Smart Reader / Smart Door Lock to facility, in the case of facility damage and stealing?

Yes, in-out records of residents will be recorded by the Smart Reader / Smart Door Lock if and only if residents access the facility using i-Neighbour Mobile App.

5. Can residents make payment after their booking has been approved by the management?

i-Neighbour does have Payment feature. However, the Payment feature is not tied up with Facility Booking yet. It will soon be developed. Stay tuned!

6. Can residents book facilities at the management office, rather than booking via i-Neighbour Mobile App?

Yes, resident can book facility in the management office. Management (admin) can record the booking in i-Neighbour system.

7. Usually one resident can only book a facility up to two hours. Can settings like this be configure?

Yes, Facility Booking module provides flexible settings: advance booking, number of slot allowed, etc..

Walk-in Registration
1. What information does the Smart Card Reader capture?

Smart Card Reader only capture visitor’s name, ID No., gender and photo from the ID.

2. Smart Card Reader is only compatible with Malaysian ID? What if the visitor is not a Malaysian?

Smart Card Reader is compatible with ID card of any nationality, as long as the ID Card has a chip. Click here to find out more information about Smart Card Reader.

3. For in-app Intercom feature, how does it call? GSM or VoIP?

In-App Intercom feature allows security guard to call resident to get consent before allowing his/her visitor in. It is a GSM call. However VoIP call will be developed soon.

Pre-Registration
1. Is there any QR codes used to open the gate for visitor?

No. It is not recommended to have automated Barrier Gate for visitor. This is because it is important that security guard checks visitor’s information, such as name and ID No., before allowing the visitor to go in.

i-Merchant
1. How does i-Merchant works?

i-Merchant provides a platform for merchants nearby a neighbourhood to promote and advertise their services and products. Residents will be able to view the merchants around in i-Neighbour Mobile App.

2. Can residents register with i-Merchant and conduct business activities in the neighbourhood?

Yes, anyone can register with i-Merchant to promote and advertise products and services. Click here to register now!

3. Is the application merchant linked shopping centres/websites?

i-Merchant Mobile App is not linked with shopping centres/websites. However, merchants can insert website link into their profile.

Click here to find out more information about i-Merchant.
Yard Sale
1. Is yard-sale corner similar with app like 'Mudah.com, Carousell", does it work outside of the neighbourhood?

Yes, yard-sale corner allows residents to sell old unwanted stuff, such as furniture, clothing and electronic appliance within the neighbourhood.

2. If I post something via Yard Sale in i-Neighbour Mobile App, it can only be accessed by residents in the same neighbourhood or public?

The posted items will only be published to residents within the neighbourhood.

Payment
1. What are the payment methods allowed?

Credit card and online banking of all Malaysian banks are allowed.

2. Is there any extra charges to make payment via i-Neighbour Mobile App?

There are extra charges for both credit card and online banking, incurred by eGHL payment gateway. Standard charges are as below:

Credit Card: 2.8%
Online banking (FPX): RM 0.70
Charges are for reference and subject to change by eGHL payment gateway.

3. How can management upload invoices?

There are two ways of uploading invoices in i-Neighbour system:

a) Manually upload via CSV template. System will automatically generate E-Invoices.
b) Integrate i-Neighbour system with accounting software. Integration allows automatically uploading when new invoices are created in accounting software.

4. Does system automatically remind owners to make payment?

Yes, system automatically send reminders via email and notification to owners a week, three days or, and, a day before the due date of the respective invoice.

5. If owners do not pay maintenance charges, how can management bar their access from using facilities?

Management can update the unit’s occupancy status to Non-Member. Then, residents of the respective unit will be barred access of using i-Neighbour Mobile App. Hence, residents are not able to book facilities via i-Neighbour Mobile App.