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ArrivalsHQ Help And FAQs 

Help with setting up and running ArrivalsHQ.

Visitors sign in on kiosk tablets at reception. This is where you choose what those tablets show and who hears about each arrival. For the dashboard, pre-registering and your own visitors, open ArrivalsHQ from the main menu.

Getting set up

Do these in order. Once they're done, visitors can start signing in.

  1. Add your branding: Upload your logo and choose your colours and welcome message. Visitors see these on the tablet. Open Branding
  2. Pair a tablet: Add a kiosk and put it on a site. Then generate a pairing code and type it into the ArrivalsHQ app on the tablet. Open Kiosks
  3. Set up sign-in: Build the steps visitors go through on the tablet. Publish the journey and assign it to your tablets. Open Journeys
  4. Add your hosts: Add the people visitors come to see. Only hosts show up when a visitor searches on the tablet. Open Hosts & access

Worth doing next

  • Add documents for visitors to read or sign, like an NDA or site rules. Open Documents
  • Design a visitor badge and connect a label printer. Open Badges
  • Choose who gets told about arrivals, and post them to Teams or Slack. Open Notifications
See your setup progress

Day to day

  • Manage parcels: See every parcel logged at reception, mark them collected and chase people who haven't picked theirs up. Open Deliveries
  • Plan for evacuations: Add assembly points and fire marshals, schedule drills and start an evacuation when the alarm goes off. Open Emergency
  • See which staff are in: Check who's in the building, set someone's status by hand and print staff badges. Open Staff
  • Check what happened: Logs lists sign-ins, badge prints, tablet changes and emergencies in one place. Open Logs
  • Look at the numbers: Charts for visitors, tablets, safety and parcels, plus downloads of the data. Open Reports

Common questions

A tablet shows as offline

Tablets check in about once a minute. Offline usually means the tablet has lost power or Wi-Fi, or the ArrivalsHQ app isn't open. Check it's charging and connected, then open the app. If it shows the pairing screen, it has been unpaired. Generate a new code in Kiosks and pair it again.

I changed a journey but the tablet hasn't updated

Tablets pick up changes within about a minute. A journey only reaches a tablet once it's published and assigned to that tablet, so check both in Journeys.

A visitor can't find their host on the tablet

Only people on your host list show up in the tablet's search. Add them in Hosts & access.

A visitor says their host wasn't told they're here

Check the visitor finished signing in and picked the right host. Then check host emails are switched on in Notifications. Reception can send the alert again by opening the visitor and pressing Notify host.

How do I start an evacuation or a drill?

Go to Emergency and press Trigger evacuation. You can run it for the whole organisation or one site. For a practice, tick This is a planned drill. Every tablet in scope shows an alarm screen and your fire marshals get the roll call.

How do fire marshals get the roll call?

Add them as fire marshals in Emergency. When an evacuation starts they get an email with a link, or they can scan the QR code on a tablet. They sign in with their normal Clearooms login.

How are people told about parcels?

When a parcel is logged, the person it's for gets an email with a link to mark it collected. In Deliveries you can send a reminder yourself or have reminders go out automatically.

How long do we keep visitor data?

You decide. In Compliance, set how long to keep visitor records, signed documents, ID scans and staff sign-ins. Anything older is deleted automatically.

Can I give someone access to just part of ArrivalsHQ?

Yes. In Settings, open Account and then Roles & Permissions. Create a role with only the ArrivalsHQ permissions they need, then give it to them.