Unblocking visitors blocked by a watchlist

2026-02-04Last updated

To unblock visitors incorrectly blocked by a watchlist, you can add the visitors' email to an always allow list.

What you should know

  • Only a watchlist manager or Account administrator can unblock a blocked visitor.
  • THe following matches can't be set to Always allow:
    • Individual email matches
    • Company matches
    • Notify matches

Use this procedure to add similar email addresses or false‑positive matches for visitors you want to allow, either once or always. For example, you might receive a possible match with the same name but a different email address that should be allowed.

Procedure

  1. In your visitor watchlist alert email, click SEE BLOCK DETAILS.
    The visitor watchlist alert dialog opens in the Genetec ClearID™ web portal.
    1. In the Matching watchlist entries section, hover over the info icon to see the watchlist entry details that matched this visitor.
    2. (Optional) Click a matching entry to open the entry in a new tab.
  2. Choose an action:
    Allow entry (one time only)
    Click Allow entry.
    Always allow specific entries
    Enable the Always allow slider for the selected entries, then click Allow entry.
    Always allow all future entries
    Enable Always allow all, then click Allow entry.
    Note:
    Only eligible entries will show the Always allow slider.
  3. In the Reason field, state why the blocked visitor was unblocked and allowed to visit.
  4. (Optional) To cancel, click in the Allow reason section, then click Close.
  5. Click Confirm.

Example