FAQ & How it Works

Can I match one lock with multiple properties or multiple locks with one property?

Yes! Any property matched with more than one lock will have the same code created on each lock for a single guest.

When will the code be able to be used by the guest?

You can decide to either restrict the duration of the pin code to the precise check-in and check-out time or extend how long the code is valid by adding a buffer around the check-in or check-out time.

How is the pin code decided?

The pin code created can be a randomly generated number or based on the last digits of your guest's phone number. You can select this in your Smartlocks Settings in our dashboard.

How will my guest receive their pin code?

When you add our %smartlock_code% short code into a messaging rule, it will insert the guest's pin code in any scheduled message after a booking has been accepted.

It is highly recommended to send the guest their pin code close to their check-in time and not too far in advance - this gives the system more time to ensure your code is accepted on the lock.

When will my codes be created?

Once your smartlock app has been connected and the supported lock is matched to a property, we will create a pin code for all existing future reservations and send those code requests to our integration partner for approval.

After the initial connection, we will create a pin code immediately after a reservation has been accepted and send that code request to our integration partner for approval.

Once our integration partner receives the codes, they will attempt to set that code on your lock and report to us if it was accepted or rejected.

What happens if my code was rejected and not set on the lock?

We will re-attempt to set the pin code 4 more times that day. If that is still unsuccessful, we will reattempt the code once every day until it is accepted.

At 8:00 am ET daily we will run a "healthcheck" of all pin codes that need to be active in the next 24hrs, if the code is not set at that time we will automatically share a backup code with the guest.

For more detailed information about backup codes, see our article on how smartlock backup codes work.

What happens if the reservation changes?

If a reservation is altered (shortened, extended, or changing a property) or canceled, the pin code timing will be updated or canceled accordingly.

When will a code be deleted from the lock?

We only delete codes that we created. Any pre-existing codes cannot be deleted by us.

Once a reservation is completed, plus any buffer time added in your settings, the code will be deleted from the lock 24hrs later.

If a reservation is canceled, the code will deleted from the lock 24hrs later.

If you disconnect a lock by unmatching all properties from it, we will delete those codes from the lock.

Which locks do you support?

How do I integrate my Schlage, RemoteLock, August, Yale, or SmartThings apps?

Check out our article How to connect my Smart Lock?

Where can I view what code has been set for my guest?

Besides viewing the codes in your lock app, you can also see the codes that are set for each guest within the guest's Inbox conversation by scrolling down the left sidebar to the Property Access section. On mobile this is within a sub-menu accessed by selecting ... at the top right within a guest conversation.


Why is my guest's code not on the lock?

It's likely that the code has not yet been accepted by the app. Not to worry, we do perform a healthcheck every 24 hours to attempt to set codes that failed.

There are a few reasons a code could fail.

  • The lock may have been disconnected, may have wifi connection issues, or may be out of battery.

  • The lock has too many existing codes saved for us to add more. You can only have 100 codes (active or inactive) on the lock.

  • The length of the code doesn't match the lock's master admin code length.

  • There is already an existing pin code on the lock that is the same number as what we're trying to set for this guest. When this happens we will attempt a different number later.

  • There is already an existing pin code with the same guest name. When this happens we will attempt to use the reservation code in place of the guest name.

Why are my codes not set to the guest's phone number?

If you have selected the setting to use the guest's phone number for their code and it wasn't used, this could be because:

  • There is already an existing pin code on the lock that is the same number as what we're trying to set for this guest. When this happens we will attempt a different number later.

  • We did not have access to the guest's phone number at the time of the booking.

Why is a code name the reservation code instead of the guest name?

There are several reasons this could be the case:

  • There is already a pin code with the same name on the lock

  • The name is too long

  • The name contains non GSM alphabetical characters like ()

  • The same guest has more than one booking, or there's an existing code that was manually created for the guest

  • The original code was rejected by the lock service without a reason and we default to using the reservation code instead

  • The lock is reconnected multiple times before onboarding is finished and we didn't get to finish provisioning the codes.

How to reset all of your codes.

If a code was deleted for any reason on your side (manually or a factor reset for example) and you need that reset you can either manually create that code, or if a lot of codes were deleted, you can actually have us reset them all.

To do that, you need to un-match the lock from all properties on our side, refresh, and rematch the property again. You can do that under Apps > Select your smart lock integration > Click Edit next to the lock > Unmatch the properties > Click Save

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