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Frequently Asked Questions

Support Topics

  • How to get started with Dor
  • How Dor works
  • Installing Dor
  • Using Dor
  • Managing your account and team
  • Using the API
  • Troubleshooting
  • What kind of data does Dor provide?

    With Dor, you see accurate foot traffic trends in hourly, daily, weekly, monthly and year-over-year increments alongside weather forecasts and more. Learn more by reaching out to sales@getdor.com.

  • Does Dor require Wi-Fi in my building?

    No, Wi-Fi isn’t necessary. Dor runs on a secure cellular connection, ensuring your data is always up to date.

  • Does Dor require any ethernet or power cables?

    Our sensors run on four standard AA batteries, stick easily to your entrance via adhesive strips and are completely wireless. The base station must plug in to a wall outlet with constant power within 30 feet of your sensor(s). No hardwiring is required.

  • Can I track multiple locations at once in Dor?

    Yes, you can track all of your locations in Dor. Compare foot traffic alongside data like revenue and conversion rates across different locations, and tag your locations for more nuanced visibility into performance.

  • Does Dor integrate with point-of-sale systems?

    Yes! Currently Dor offers direct integration with both Lightspeed and Square POS systems. You may also upload your POS data via our API.

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  • How accurate is Dor?

    Using proprietary thermal sensor technology, Dor gathers anonymous, highly accurate foot traffic analytics. Our thermal-sensing technology counts people, not objects like carts or strollers, and is smart enough to know the difference between someone entering and exiting, so visitors aren’t counted twice.

  • Is Dor really anonymous?

    Yes! Unlike Wi-Fi and Bluetooth tracking solutions that can be inaccurate and invasive, Dor uses proprietary thermal sensor technology in order to provide anonymous, accurate foot traffic analytics for your locations.

  • Does Dor use cameras?

    No, we use proprietary thermal sensor technology that allows for non-invasive and highly accurate foot traffic analytics without recording a video feed.

  • What kind of batteries does Dor use?

    Our sensors use four standard AA batteries, which are included in your set-up kit.

  • How does the sensor work?

    The sensor counts people coming in and out of a doorway. It uses a thermal sensor to track foot traffic in your doorway, and is able to tell the difference between someone walking in and walking out. Every hour it communicates with the base station to send new data to Dor via a cellular connection.

  • What’s the expected battery life of the sensor?

    Battery life varies between nine and 14 months, depending on how much traffic your location receives. It’s easy to switch out the AA batteries in seconds without losing any data.

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  • How do I install Dor?

    In order to install Dor in an entrance, you’ll need the equipment Dor sent to your location and access to a computer or smartphone. Before unpacking the hardware, first head over to getdor.com/activate and follow the steps. In order for Dor to work, you will need to activate before installing. The entire process should take about five minutes.

    Watch a video walkthrough of the installation process below.

  • What does a correct installation look like on a door?

    Install your sensor as pictured below:

    • On a doorframe
    • Flush with the edge of the doorframe
    • Unobstructed by the doorframe itself
    • Facing in the direction of foot traffic

    Single doors: Install your sensor about 5 feet high on the side of the doorframe for maximum accuracy.

    Double doors: You must install your sensor at the top of the doorframe for double doors. Install your sensor directly in the middle on the top of the doorframe for maximum accuracy.

    Correct single door installation:

    SideMount.png

     

    Correct double door installation:

    DorOnAuto_Centered.png

     

    Incorrect installation examples

    Wrong: Not on the edge of the doorframe

    Don’t install the sensor off of the edge of the doorframe, where building features or other factors such as the doorframe itself will block the sensor’s effectiveness.

    Incorrect:

    SideMountOnWall.png

     

    Wrong: On the door itself

    Don’t install the sensor onto the door itself, since this won’t count visitors accurately. Dor counts people, not door swings.

    Incorrect:

    SensorMountedOnDoor.png

     

    Wrong: Too low or too high side-mounted

    Don’t install the sensor lower or higher than five feet, since it will affect accuracy on a single door.

    Incorrect:

    SideMountLow.png

  • What comes in the box when I order Dor?

    Your self-install kit will arrive at your location with everything needed to set up the system in boxes resembling small pizza boxes. For simple locations with one entrance, you’ll receive two boxes, and for a location with more than one entrance, you may receive several boxes containing what you ordered for your location.

     

    What's included 

    03-01-Sensor_2x.jpg

    Sensor: The thermal sensor that counts foot traffic through doorways.

     

    03-01-Batteries_2x.jpg

    Four AA batteries: These power the sensor. We will notify you when these will need to be changed.

     

    03-01-Mounting-Plate_2x.jpg

    Mounting plate: The sensor attaches to this plate. It sticks to your doorframe using adhesive strips, which also come in the box.

     

    02-01-Network-Hub_2x.jpg

    Base station: Your connection to the cellular network, which sends data from the sensor to Dor.

     

    02-01-Power-Adapter_2x.jpg

    Power cord: This powers the base station.

    After your boxes arrive

    Head over to getdor.com/activate to install Dor. You will not be able to use Dor unless you visit this link and follow the instructions provided.

    Take a few minutes to check out the overview video below if you’d like to learn a bit more before Dor arrives.

  • Does Dor require professional installation?

    Anyone can install Dor if they have the devices for their location — no tools, technical expertise or special skills needed. Simply follow the instructions at getdor.com/activate to install in minutes.

    Dor does not require any hardware or wiring, does not interfere with IT infrastructure, and does not depend on Wi-Fi or Bluetooth. Following the online instructions is all you need to do to get set up correctly.

    If you’d like to use a professional installation service to deploy Dor to your locations, we’ll be happy to connect you to a recommended company. Email sales@getdor.com for more information.

  • How do I activate my devices?

    Visit getdor.com/activate in order to activate your devices. You will be guided through our simple setup process for each of your devices. Dor will only work if you follow the online activation steps fully. If you get stuck, we’re here to help!

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  • How do I log in to Dor?

  • Where can I find the Dor iOS or Android app?

  • How often is my store’s foot traffic data updated?

    Your dashboard will be updated at least once per hour, so you’ll always have the latest data and insights.

  • Can I export my data from Dor?

    Yes, Dor allows you to export your data in both .xlsx and .csv format within Explore as pictured below.

    export.png

  • How do I connect my point of sale system to Dor?

    Your point-of-sale system can be added in Sales. Select Square or Lightspeed, then authorize the connection, following the instructions provided, to connect your Square or Lightspeed locations to locations in Dor.

    If your current subscription doesn’t include access to Sales, contact sales@getdor.com to learn more about adding Sales.

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  • How do I update a team member's location access?

    Who can update locations?

    Admins can view and edit access for all locations in their team. Manager and staff roles can only access locations set by an administrator. When a new location is added, the admin will automatically have access, but manager and staff roles will not. The administrator needs to invite teammates to each new location. Our support team or your account manager can help if you get stuck.

    Updating location access for a team member

    If you are the admin for a team, you can add a team member to any location.

    First, log into your account at https://app.getdor.com/

    Once logged in, click on your name in the lower left corner of your dashboard screen, then click on Administration at the top of the menu.

    Screen_Shot_2018-07-27_at_10.05.50_AM.png

    On Administration, click on the View Details link in Team Members.

    Screen_Shot_2018-07-27_at_10.07.52_AM.png

    On this page, you will see your current team members, their account type and the number of locations they have access to. Click on the Menu icon to the right of the individual you wish to update, then click on Edit.

    Screen_Shot_2018-07-30_at_2.41.13_PM.png

    On this screen, you can remove access to a location by clicking the X to the right of the location.

    Screen_Shot_2018-07-27_at_11.06.15_AM.png

    To add a location, click on the 'Add Location' dialog box. You can begin typing the name of the location, or scroll through the list. Once you location the location to add, click on the name and you will see it added to the list. Once complete, click on Save & Close.

    Screen_Shot_2018-07-30_at_2.44.36_PM.png

  • How do I reset my password?

    You can reset your password here, or click "Forgot password?" on login

    Reset My Password

    You will receive an email with a link that will ask you to select a new password. Please check your spam in case the email doesn’t show up in your inbox.

  • How do I invite new users to my team?

    Log in to Dor, navigate to Locations and select the Location you’d like to invite someone to.

    team_members.png

    Scroll down to “Invite Team Member” and add new users via email.Dor___Invite_Team_Member.png

    Learn about user roles here.

    If you do not have an account, please contact your administrator to request an invitation. Once they add you to the team, you'll receive an email with a link allowing you to create an account, and you’ll be able to add other team members.

  • What’s the difference between administrator, manager and staff roles in Dor?

    Dor provides user roles that control who on a team is able to access certain features. The administrator role can only be associated with one user.

    user_roles.png

  • How do I change my account email?

    For security purposes, your email address is the main contact info we associate with your account and cannot be changed in the app. This is so your data is kept safe.

    If you are a manager or staff member, please ask your administrator to send an invitation to your new email address (creating a new account with the same access).

    If you are an administrator, please contact Support so we can change the email address associated with your account for you.

  • What should I do if my payment was declined?

    If your payment method was declined, please navigate to Billing in Administration. Change or update your credit card information and save.

    If you use custom billing, please contact Support to provide new or updated billing information.

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  • Does Dor have an API?

    Yes, Dor can be integrated with your current reporting systems. Check out the API section of the help center for more information.

  • Can I whitelist the getdor.com IP address in my firewall?

    We do not have a static IP and therefore cannot support IP address-based whitelisting in your firewall.

    You will need to take the domain-based approach in order to whitelist getdor.com. 

  • What is available via the API?

    Dor's API is modern, simple and powerful. It's a REST API with JSON responses, SSL security, authorization on every request, and paginated for maximum flexibility. Foot traffic events are accurate down to the millisecond. Dor also allows you to query historical foot traffic events as well as events happening now.

    There are two types of API access depending on your use case.

    Dor Retail Analytics API:

    The Dor Retail Analytics API focuses on a "Store" being the base unit for the API. It abstracts all of the unnecessary details about the specific sensors letting you focus on what's important for your businesses use case. This API allows you to easily build tools to compare multiple stores on a yearly, monthly, weekly, daily or hourly basis. The Retail Analytics API also lets you ingest data from your store's Point of Sales (PoS) systems so that you can track conversion rates and dollars per head without needing to integrate with both Dor and your PoS provider. Dor also tracks and records the local weather information for each store historically so you can understand how weather impacts your traffic over time.

    Dor Foot Traffic as a Service API:

    The Dor Foot Traffic as a Service API gives you direct access to each Dor Sensor in your fleet. The simple yet powerful APIs allow you to retrieve the latest foot traffic events as well as useful status information about your sensors such as orientation and battery level allowing you to easily manage large deployments. 
     
    Please contact API@getdor.com for more information.
  • How do I get API access?

    API access is a premium feature, which along with direct integrations into LightSpeed and Square, are part of the premium Dor tier. Reach out to sales@getdor.com if you'd like to change your team's tier of service.

    Once you've ensured you're on the correct plan, reach out to API@getdor.com to get your API key.

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  • What should I do if my data doesn’t seem right?

    To check Dor’s accuracy, you’ll need another set of visitor counts to compare it to, ideally over a period of several hours or a whole day. The only way to do this is to manually count people coming through an entrance and compare that data to Dor. This is the first step we recommend taking when data seems off in Dor.

    When counting manually, your point person will need to be free of distractions (such as needing to be on register) so they don’t miss any counts. Be sure to count every single person walking through the door, since this is how Dor counts foot traffic and you’ll want the counts to correspond. Keep in mind that visitors “just popping in for a second” are counted by Dor, as are delivery personnel and your own team members walking in.

    After a manual count period, it’s likely that you’ll confirm that Dor’s counts have been accurate. However, in the event that counts still seem off, you can pursue the following troubleshooting steps depending on your issue.

  • Reconnecting your base station

    IMG_20170818_093519.jpg

    What is the base station?

    The base station (formerly called the hub) enables the sensor to communicate with our servers and populate Dor with foot traffic data.

    Every hour, your sensor(s) will check in to the base station with the latest foot traffic data, which the base station will then send to our servers over a secure cellular connection. If your base station is not connected to the network, the sensor cannot send foot traffic information to Dor.

    Here are a few easy steps to get back up and running if you've been alerted that your base station is disconnected.

     

    Ensure your base station is plugged in

    IMG_20170818_093708.jpg

    Make sure the base station is plugged into the wall. Once plugged in, the base station's LED light will start to flash in this order:

    • Orange
    • Orange and red
    • Green

    You'll know you're all set when the light is solid green. That means it is powered on and connected to the network, waiting for data from the sensor. There's nothing more you need to do.

     

    Ensure the base station is receiving power

    If you've plugged your base station in, but the LED is not lighting up, double check the source of the power. The base station's power cable has an LED status light on the wall plug that lights up green when it is receiving power.

    IMG_20170818_094056.jpg

    If the status light on the plug is not lit, move the base station to another outlet.

    If the status light on the plug is green, but your base station’s LED is not lighting up, please ensure that the power cord is plugged in to the base station. If the issue still persists, please contact customer support.

    If the status light is green and the base station LED does not turn solid green after a few minutes, move to the section below.

     

    Base station status guide

    ezgif.com-optimize.gif

    The base station's LED indicates the status of the base station. Please reference the guide below to understand the status of your base station and what action, if any, to take.

    Above you can see the base station going through its normal initial boot-up upon plugging in. The status will change from solid orange through several colors and end on solid green. 

    Green: The base station is operating normally.

    Blinking Green: The hub is sending data and is operating normally.

    Orange and Red Alternate Blinking: The base station does not have a sufficiently strong cellular connection. Please move the base station to a different location, like near a window, for better cellular reception.

    Orange Blinking: The base station is trying to to acquire a cellular signal. If the base station stays in this state and never progresses to green, try moving it closer to a window for better cellular reception.

    Orange: The base station is booting up and should change to green shortly.

    Red: The base station will need to be placed in recovery mode to download the latest firmware. Please contact us for assistance.

  • Reconnecting your sensor

    Note: If Dor is not updating with new data, please start here with our troubleshooting steps for reconnecting your base station. If you continue experiencing difficulty, please return to this article to continue troubleshooting.

    If you've been alerted via email or call that your sensor is disconnected, please continue with these steps.

     

    dd2.jpg

    Ensure the base station is within 30 feet of the sensor and functioning properly

    Every hour, the sensor attempts to upload your foot traffic data to Dor via the secure cellular connection the base station provides. If the sensor cannot “find” the base station, it cannot establish a connection and update your data. The base station and the sensor must be at least within 30 feet of each other to establish a connection.

    If your base station light isn’t green, check out our troubleshooting guide here to make sure it’s functioning properly.

    Once the base station is within 30 feet of the sensor, pressing the red button on the back of the sensor will initiate a check-in with the base station. You can see the red button in the battery compartment picture further below.

    Please allow five minutes for the sensor to check in. Once the sensor makes a connection, you should see data populate in Dor.

    If you don't see data populate your dashboard within five minutes, please follow the next steps.

    Ensure the sensor is installed correctly on the door

    In order for the sensor to record accurate data, it must be installed correctly. Generally, for single door entryways, the sensor should be placed on the side of the doorframe, about 5 feet up from the ground. Generally, for double doorframes, the sensor should be placed on the top in the middle of the doorframe.

    Review our installation best practices guide here or watch the video below for more information.

     

     

    Ensure the batteries are installed correctly

    In order for the sensor to function properly, the batteries must be installed properly. On the back of the sensor, the battery compartment is marked with "+" and "-" indicators, demonstrating how the batteries should be aligned. Please ensure the batteries’ orientation match the indicators.

    Once the batteries are installed correctly and your sensor is mounted properly on the door, your sensor will begin checking in normally.

     

    IMG_20170818_111203.jpg

     

    If you still are having trouble, please feel free to reach out to customer support at support@getdor.com. We're happy to help!

     

     

  • Conversion rate is higher or lower than expected

    More often than not, your conversion rate may surprise you. If your conversion rate seems unexpectedly higher or lower than normal, we recommend investigating your trends in Dor with your team to see what may have affected the spike or dip. Here’s some further reading about understanding your conversion rate.

    It's important to know that how your business handles transactions directly impacts the resulting conversion rate. Please note that conversion rates will be inflated by split transactions. For instance, if it's possible for a single customer to complete multiple transactions — such as paying for a phone bill and buying an accessory — it may even be possible to see conversion rates above 100 percent.

    If you’ve already conducted a manual count for comparison, and talked with your team about external factors that may have caused a change, and the issue is still unresolved, please reach out to support@getdor.com for further assistance.

  • Counts look lower than expected

    Please ensure that your sensor is installed correctly on your door. If the sensor is incorrectly installed, you may not be capturing all foot traffic through an entrance.

    Here’s what to check:

    The sensor needs to be flush with the edge of the doorframe in order to see both inside and outside of the entrance. Please ensure the sensor is on the edge of the doorframe with nothing obstructing it, and move if needed. Check your installation here.

    Next, ensure you've installed the sensor in the recommended configuration based on your door type. Typically, we recommend side-mounting about 5 feet up from the ground on single doors, and top-mounting in the center of the doorframe on a double door.

    If you've ensured your installation is correct and you're still receiving low counts, please contact support@getdor.com for further assistance.

    If you've recently reconnected your base station, please allow time for data to upload.

  • Counts look higher than expected

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Email

Interested in using Dor for your business? Contact sales:

sales@getdor.com

Already a Dor customer? Contact our support team:

support@getdor.com

For press inquiries, contact:

pr@getdor.com

Phone

Give us a call at this toll-free number:

1 (855) 367-3815

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