Troubleshooting Smart Locks

Occasionally, smart locks don’t work as expected. The most common issues you’ll see in SuiteOp are a code showing Failed status or a code stuck at Pending or Installed instead of turning Active for the reservation. There could be many reasons why this happens, but it’s important to know what to do for a guest when a code is not active before their check-in. In most cases, the guest should never even know there was a problem! Read on to learn how you can fix a failed reservation code.

Provide a backup code in urgent situations

If urgent, give the guest a backup code. There are 3 backup codes you can see by going to the lock under SuiteConnect.

Step 1: Sync codes

Sync all of the lock codes to make sure the status you’re seeing is correct.

How to sync lock codes

Go to the reservation that is having issues with the lock.
Scroll down to SuiteConnect and select the lock.
Navigate to Settings.
Under the Lock Codes section, click on** Sync Codes**.
This should update the codes for the lock and resolve any issues. Go back to the reservation and see if the lock status changed to “Active”, if not continue to step 2

Step 2: Re-install Access

Try re-insalling the access code that isn’t active yet. This will attempt to push the same code to the lock again.

How to re-install lock codes

Click the 3 dots next to the code
Click Re-install
Wait while the code is pushed
If this does not turn Active, continue to step 3

Step 3: Change Code

Sometime a code won’t activate if it already exists on the lock outside of SuiteOp or other reasons. To fix this Change code will update the code that isn’t working to a new code.

How to change the reservation code

Click Change code
Wait while the new code is added to the lock
If this does not turn Active, go to step 4

Step 4: Replace the code with a Backup code

If your lock is offline or not responding to the troubleshooting steps above, you should replace the reservation code with a Backup code. When you provisioned the lock we created 3 Backup codes to use in these situations.

How to show a backup code in the guest portal

Disable Auto-schedule by unchecking the green box
Select Import manual code under the code access start time section
Choose the lock & a backup code
Click Assign code

Delete the old code to prevent two codes from displaying in the portal