What to do if you think you’re trapped in an elevator

If you ever find yourself stuck in an elevator—as stressful as it feels—don’t panic.

Facilities & Services has an elevator maintenance program in place to both prevent elevator malfunctions and to respond to possible entrapments swiftly.  

First, what not to do 

Do not attempt to open the elevator doors yourself, as it could be dangerous. 

Never jump inside an elevator.  

Jumping inside elevators can trip a security mechanism, which causes the elevator to turn off immediately, requiring a mechanic to reset it. Because elevators are supposed to maintain a constant speed, any change in speed will trigger this safety feature.  

Now, what to try 

What seems like an entrapment may actually have a simple fix. 

Many elevators on campus are not programmed to stop at certain floors, require fob access for some or all floors, and/or are offline outside of programmed business hours. 

To rule out these situations, start by pressing the ‘door open’ button, which is identified with <>. 

If the door doesn’t open, try pressing the ‘main floor’ button. While this button is typically identified with a G for ground, L for lobby, M for main, or other characters—always look for the star label (★). The star marks the floor with the building’s closest external exit.  

If the door still doesn’t open, try pressing the button of the floor you are currently on.  

When pressed, the outline of the button will illuminate in most modern elevators. If you don’t see it, try again. But be mindful—don’t press buttons too roughly as that may damage them.  

Press the call help button 

If you tried the door open and floor buttons to no avail, it is time to press the help button, which is usually identified with an old telephone receiver icon. 

The call will connect you to a live dispatcher in the facilities call centre on the St. George campus.  

The dispatcher will verify details about your situation. Make sure to provide them with your name, phone number, the name of the building you’re in, and the elevator number on the side of the elevator doorframe. 

They will then direct the closest elevator mechanic to you—who will arrive within 45 minutes to help you. F&S always prioritizes a timely response to elevator entrapments.  

Keep the dispatcher updated

For nearly one in three elevator entrapment calls, when the mechanic arrives on-site, the elevator is running normally and there is no trapped rider. 

To help F&S appropriately use university resources by freeing the mechanic to work on other elevator issues and requests, update the call centre about your situation by calling 416-978-3000—especially if you manage to exit the elevator before the mechanic arrives.