Frequently Asked Questions

Getting Started with GuestTrack

Is GuestTrack free?

GuestTrack offer 4 subscription options including free and paid subscriptions. Please see our Pricing page for more details.

GuestTrack is an initiative by BGL to help our clients (Accountants) help their clients (Small Businesses). As industry leading software developers, GuestTrack was something we released quickly to relieve some stress for our community. Today, GuestTrack is spectacular market leading guest check-in tool and as we now enter a new normal, we are introducing subscription options so we can recover some of our running costs.

We cannot sell or profit from any of the personal guest data collected by GuestTrack as it is encrypted, and we simply do not have access to it. The data is owned by the GuestTrack account owner (business using GuestTrack) and no one else can decrypt or access this data. Please view our Privacy Policy and Subscription Agreement at the bottom of the this page.

How to generate visitor QR codes?

Once registered, you can generate visitor QR codes on your GuestTrack management dashboard. You can generate unlimited QR codes and customise the names and styles for the QR codes.

See our help article here.

How to create a visitor form?

The default visitor form contains name, phone number and email address(optional) fields. You can further add or remove data fields on the management dashboard.

See our help article here.

How to create multiple locations/venues?

There are two options for multiple businesses/venues:

  • You may generate multiple QR codes on your management dashboard, give each QR code a unique name (eg. Venue1, Venue2) and attach separate QR codes to each business/venue. The QR code name will be displayed along with corresponding visitor details in your visitor history. Therefore you can track which visitors have visited a particular venue, or which venue(s) a particular visitor has visited.
  • See our help article here.

  • Alternatively, you may set up one account for each venue. Visitor records will then be displayed under separate accounts.
  • How to add additional users to the account?
    You can create separate email logins to the same account. Simply use the “Invite New User” function on the management dashboard to add new users to your current account. Each user will have their own log in email and password.

    Visitor Check-ins & Check-outs

    Check-in & Check-out Features Summary

  • Group check-in
  • Frequent visitors are remembered
  • Customisable fields: Covid declaration, address, textbox, dropdown, checkbox, signature, weblink etc
  • Alternative check-in methods for those who without mobile phones: 1. iPad/tablet check-in. 2. Manual record entry
  • Call-to-action button which links to a file or url (eg. menu, website) for guests to open.
  • Check-in summary in an image or email
  • Phone number format valiation
  • Business logo on visitor form
  • Site/branch name on visitor form
  • Check out function & Auto check out
  • Can visitors check in multiple people using one device? How about family with children?
    Yes. Visitors can check-in up to 5 persons in one go. Therefore Parents can check-in for their children.

    They can also check-in more visitors after each submission.
    What if visitors do not have a mobile phone with them, or fail to scan the QR code?
    You can check-in on their behalf using the “Check-in Visitors” function on your management dashboard.

    You may also display the Check-in Visitor screen on a portable device (eg. iPad) for your visitors to fill in details themselves.
    Can the system remember frequent visitors and prefill their information to the check-in form?
    Yes. If visitors return with the same phone/device, then upon scanning the QR code, their details will be auto-populated and they only need to click submit to complete their check-in.
    How do visitors check out?
    There are 3 ways to check out:

    • Visitors click the Check Out button displayed on their mobiles or in the email after they check in.

    • Visitors scan the Check Out QR Code. Owners can download a Check Out QR Code in the system and display it at the exit.

    • Owners check out visitors on the management dashboard.

    Only one of the three methods should be used to check out a visitor.

    Visitor Data Management & Data Security

    Visitor Management Features Summary

  • Unlimited locations and QR codes
  • Manual entry of visitor data
  • iPad/tablet check-in
  • Auto guest check-out
  • View and download visitor records 24/7
  • Real time onsite visitor number
  • Multiple logins to one account
  • Customisable data retention period
  • Multi-factor authentication
  • Check-in data analytics
  • Is the visitor history updated in real time?
    Yes. Visitor history will be available on your management dashboard as soon as a visitor checks in.
    How do I access the visitor records?
    You can access visitor records on your management dashboard. The records can be searched by date, combined with QR Code ID, name, mobile number and email address. Data can be downloaded to a csv file.
    How long will the visitor data be stored in the system?
    Users have the option to select a data retention period of up to 56 days in the system.
    How is the data stored? Is my data secure?
    The data is stored in Amazon Web Services (AWS) Sydney Region. There are 3 copies of data and they are backed-up every 5 minutes to minimise the risk of data loss. All data is encrypted to the highest security standard with AWS Key Management Service (KMS) and any decryption will be recorded into Audit Log.

    Your data is owned by you. No one, including developers and AWS employees can decrypt or access your data.

    We will not contact any of your visitors after they have checked-in with GuestTrack. Nor will we data mine or sell any data gathered, apart from keeping general statistics on the number business registration and check-ins.

    You can find the GuestTrack Subscription Agreement and Privacy Policy links down the bottom of this page.

    Troubleshooting

    The QR code won't scan

    Most IOS and Android phones have the capability to scan a QR Code directly using the phone’s built-in camera. Visitors with older Android phones can use the GuestTrack QR Code Scanner or any QR code scanner app available via the Google Play Store.

    See a step-by-step guide on how to scan QR codes with Android phones here .


    Businesses can also check-in visitors via

  • Management Dashboard > Check In Visitors, or
  • Manage QR Codes > Click the icon next to a QR code > Provide the unique url to the QR code to visitor
  • Blank screen after sign up or sign in

    If the webpage becomes blank after you clicking "sign up" or "sign in", and your device is connected to your office's internet, it could be an issue related to your company's firewall. If switching to mobile data solves the issue, please advise your company's IT department to white-list the GuestTrack domain guest.bglai.com.

    Covid-19 Related

    What should I do if I am requested to provide the visitor history by the Government?
    You may follow the following steps to prepare the data:

    • Sign in to your management dashboard and search the date in interest in Visitor Records.
    • Download a csv copy of the data.
    • You may need to repeat the above steps if a positive case and likely contacts visited your business on multiple days.
    • Hand the copy to the Government.

    Please note that we will not share the data directly with the Government.
    What are the regulations for contact tracking in Australia?
    Please check your relevant government website for the latest requirements for contact tracing . Regulations are continually changing, so please understand that it is your responsibility to regularly check relevant sites or other correspondence from the government.