Access Control FAQs


Access Control FAQs

When can I pick up my key, card or fob?

Our turn around time can vary based on volume of requests, the authorized departmental member who submits the requisition will receive an automatic reply advising them of the current turn-around time. Keys / Fobs will be ready based on the information provided to the auto reply, this could be 2-5 days after submission.  Please bring your identification and funds to cover your refundable deposit fee (and service fee if applicable).  Key and card processing may take longer during peak periods such as semester start.  All requested keys, cards and fobs should be picked up within 30 days of the request being submitted unless prior arrangements have been made.

How much is the deposit?

All room keys have a $20 deposit. SFU sfaff and faculity cards/fobs currently have a $20. Students, contractors and visitors purchase cards for a $20 non-refundable fee.  There are no deposits charged for desk or cabinet keys.  Deposits (in the amount originally paid) are refundable upon return of the key, card or fob (for those with deposits).  If the requesting department does not cover the service charge the person receiving the key / card / fob will be required to pay the fee in addition to the deposit.  Service charges are not refundable. 

What are your office hours?

Our office hours are Monday to Friday from 8:45 a.m. to 3:45 p.m.

Are you open over the lunch hour?

Yes, we are open over the lunch hour for your convenience.

Can someone else pick up my key?

In Burnaby - Yes, someone else can pick up your key for you but we require written notification (via email from your SFU account sent to access_control@sfu.ca or a written memo) from you with your full name, SFU ID number and the name of the person authorized to pick up your key.  The person picking up a key may have to pay deposits / service charges. Deposits will only be returned to the key holder on record unless proper written notification has been submitted. 

What if I forget to bring my office keys to campus?

Always attempt to contact your department to open your office area for you.  If you aren’t able to obtain access to your department, call the Campus Security non-emergency line at 778.782.3100. You’ll need valid picture identification and proof of office ownership.

What if I lose my access card?

In Burnaby - notify the Access Control office at access_control@sfu.ca or 778.782.5448 immediately to prevent someone else from using your card.  Provide your full name as well as your SFU ID number.  To replace the card you need to attend the Access Control office in person at Discovery 1, room 1300 and provide the details of the loss to the clerk.  Staff/faculty must have their departmental authority submit a formal request for replacement including the account number for applicable service charges. SFU or government picture identification and deposit and applicable service fees are required at the time of pickup.

In Surrey - Please report any lost or stolen cards immediately to the Facilities department at extension 27495 or 604-506-7495 mobile. The cards can be deactivated to prevent unauthorized usage. This is critical for ensuring the safety of SFU Surrey’s premises and that of its neighbours. Replacement cards can be obtained at Registrar and Information Services. There a $25.00 charge per replacement card.

In Vancouver - Contact the security desk number for your building https://www.sfu.ca/operations/security/key-card-access.html and email Chris Rohwedder at rohwedde@sfu.ca

What if I lose my key?

In Burnaby - If you lose an SFU key, you need to report it to security immediately by calling 778-782-3100 for an incident report (IR) to be generated; you’ll be provided with an IR number which needs to be included on any request for replacement.  If you want to replace the lost key, a replacement form will need to first be submitted by an authorized departmental rep, once submitted it will take 2 days to process after which you can go to the Access Control office in person at Discovery 1, room 1300.  SFU or government picture identification and deposit and applicable service fees are required at the time of pickup.

In Surrey - Please report any lost or stolen keys immediately to the Facilities department at extension 27495 or 604-506-7495 mobile. 

In Vancouver - Contact the security desk number for your building https://www.sfu.ca/operations/security/key-card-access.html and email Chris Rohwedder at rohwedde@sfu.ca

Can someone else return my key or card on my behalf?

Yes, someone else can return your key and/or card for you but we require written notification (via email sent to access_control@sfu.ca) from your SFU email account, with your full name, SFU ID number and the name of the person authorized to return your key and/or card and collect your deposits (if applicable) on your behalf. 

My fob/card has stopped working, what do I do? 

If your FOB/card has stopped working or you require additional access, please notify your department first. The Access Control approved signing authority from your department can email us to let us know. We can update the fob/card remotely, so there is no need to come down to our office. 

When do I return my key and/or fob/card?

For staff and Faculty: As per, Policy AD 1.04, your room keys must be returned as soon as they are no longer needed and should not be passed on to anyone. If the key was was originally issued internally within your department, seek guidance from the department. For your access FOB/card, you can hold on to this until you are no longer with SFU Burnaby. It can be used for multiple departments within SFU Burnaby. 

For Students, Visitors and Contractors: As per, Policy AD 1.04, your room keys must be returned as soon as they are no longer needed and should not be passed on to anyone else. For your access FOBS/Cards, if received after April 1st 2017, FOBS are sold for a $20 non-refundable fee. You are not required to return the FOB/card once done with if you paid for the card/fob. If received before April 1st 2017, you can hold on to it until you are no longer with SFU Burnaby and return it to our office to receive your deposit back.


1 April 2017 Changes: FAQs

When were Access Control fees last increased? 

The last change in fees was implemented 1 April 2008

Why is there an increase in charges and fees?

Any revenue generated as a result of changes in deposits, fees, or service charges will be used to reinvest in security enhancements for the university. Improvements to security systems will allow for new technology to be implemented such as Bluetooth enabled locks which may allow authorized individuals to use their phone instead of a card/fob to gain access to a space. Upgraded CCTV assets, online ordering of keys and cards/fobs, enhanced reporting to departments detailing keys/cards that are currently issued for their spaces, and other areas for reinvestment.

 How will these changes impact Access Control policies and procedures? 

On 1 April 2017 the following procedural changes will be implemented to reinforce SFU Policy AD 1.04 paragraph 5d which states, “When no longer required, (key/card) must be returned to the issuing office in person by the individual to whom it was issued”:

  1. Deposits will be forfeited on any key not returned within 1 year of when it has been converted (i.e. when the lock has been changed and the key no longer opens the assigned door).

  2. Deposits may be forfeited on any key issued to a contractor who is no longer actively contracted with SFU – a 45 day grace period will be in place to allow for departments or the individual to return the key. Contractors who fail to return keys may be subject to additional penalties.

  3. Deposits may be forfeited on any key issued to a student who is no longer registered and considered active – a 45 day grace period will be in place to allow for departments or the individual to return the key.

  4. Deposits may be forfeited on any key issued to a non-active staff member or faculty member (i.e. a staff/faculty member who has been terminated and confirmed no longer with SFU) – a 45 day grace period will be in place to allow for departments or the individual to return the key.

  5. Deposits will be forfeited on any card/fob issued to a contractor if the card/fob has not been authorized for use within 18 months. The card/fob will remain in the system for 3 years and we will reactivate at no charge, but we will no longer offer a refund due to violation of AD 1.04.

  6. Deposits will be forfeited on any card/fob issued to a student who has not been actively enrolled within the past 18 months. The card/fob will remain in the system for 3 years and we will reactivate at no charge, but we will no longer offer a refund due to violation of AD 1.04

  7. Deposits will be forfeited on any card/fob issued to a staff member or faculty member who failed to return the card/fob within 45 days of their termination date. The card/fob will remain in the system for 3 years and we will reactivate at no charge, but we will no longer offer a refund due to violation of AD 1.04.

Special Arrangements 

Where special situations exist, such as a professor emeritus who has been granted access by the department, arrangements shall be made between the department and Access & Physical Security Solutions.

What is being done to reduce access control risk moving forward? 

Access & Physical Security Solutions has begun a comprehensive audit of all keys that have been issued since SFU opened in 1965. Over the past four months an excess of 10,000 keys have been reviewed and it is estimated it will take most of 2017 to complete this review. Once the review is completed, departments will be provided reports detailing any outstanding keys so that decisions on risk reduction options may be made.