A. Troubleshooting Manual Key Creation
Manual Keys are created directly by staff using Add Key in the Portal.
1. Smart Key Is Enabled but Guest Cannot Unlock
What you see in the UI:
Smart Key toggle is ON
Status shows Smart Key is ready to use
Check the following:
Guest has opened the Portal Keys app
Guest completed activation (activation code or reference number)
Bluetooth is enabled (for nearby unlock)
If Smart Key shows “ready to use,” the issue is usually guest activation, not Key configuration.
2. Door Code Is Enabled but No Code Is Assigned
What you see in the UI:
Door Code toggle is ON
Status shows No Doorcode Assigned
Why this happens:
Allocation policy is set, but:
Lock is offline
No available codes for Preferred or Strict
How to fix:
Open the Doorcode card
Confirm Assignment type:
Random (recommended)
Preferred
Strict
Click Update
If failed:
Regenerate the code when the lock is online
3. Wrong Keycard Assigned
What you see in the UI:
The keycard shows a card number and a name
The replace icon is available
How to fix:
Open the Keycard card
Click Replace
Select another available keycard
Only unused keycards appear
Click Update
The currently assigned keycard is always shown first.
Note: Keycard credentials must be enabled for your property before a keycard can be added/registered in the Portal Staff App or assigned. Keycard credentials are enabled by the Portal support team — if the Keycard option isn't available, contact Portal support.
3a. Keycard Option Is Missing, or Guests Don't Get a Keycard
Keycards are set up on two levels: Portal support enables keycards for your property, and you choose in Customization whether guests receive one automatically. See Reservation's Credential Types.
Case 1 – Keycard doesn't appear anywhere
No Keycard option in Settings → Customization → Reservation's Credential Types, when you create or edit a Key, or when you create a credential on a door
No Keycard tab or Keycards option in the Portal Staff App on any door
This happens even for Owners and General Managers with full permissions
Why: Keycards (including key fobs and tags) are not enabled for your property.
How to fix:
Contact Portal support and ask them to enable keycards for your property. Only Portal support can do this.
Once enabled, register your keycards in the Portal Staff App. See How to Add Keycards/Tags.
Assign the keycards to Keys in the Portal Dashboard.
Case 2 – Keycard appears in Customization, but guests from PMS reservations don't get a keycard
Why: Keycards are enabled for your property, but Keycard isn't selected in Reservation's Credential Types.
How to fix: Go to Settings → Customization → Reservation's Credential Types and select Keycard. Leave it unselected if guests shouldn't receive keycards automatically.
Case 3 – Keycards appear on some doors but not others
Keycards are enabled for your property, but the lock on that door doesn't support keycards.
4. Door Access Time Is Incorrect
What you see in the UI:
Door access exists but works at the wrong time
How to fix:
Open the Key
Click the three dots next to the door
Select Edit door
Adjust:
Access Period
Arrival Time
Departure Time
Click Update
5. Door Shows Pending Provisioning
What you see in the UI:
Door shows Pending Provisioning
Why this happens:
Allow Provisioning is unchecked
Or lock is offline
How to fix:
Open Edit door from the 3 dots
Enable Allow Provisioning
Confirm lock is installed and online
B. Troubleshooting Keys Created from PMS (Mews, Cloudbeds)
PMS Keys are created automatically and follow reservation rules.
6. PMS Key Exists but Is Not Active
What you see in the UI:
Key exists
Credentials exist
Access does not work
Why this happens:
Check-in has not occurred yet
Provisioning is disabled
Lock is offline
How to fix:
Confirm check-in state (PMS or Portal)
Open door → Update Portal Room
Enable Allow Provisioning
Ensure lock is online
7. Common Area Door Not Accessible (Linked Doors)
What you see in the UI:
Main room is accessible
Common area door is not
Why this happens:
Common Area door is linked but access is disabled
How to fix:
Open the Key
Open Edit door from 3 dots for the main room
Enable Allow Linked Doors Access
Update and save
8. PMS Keeps Overwriting Door Settings
What you see in the UI:
Access times or permissions change unexpectedly
Why this happens:
PMS updates are allowed
How to fix:
Open Update Portal Room
Enable Protect Configuration
Save changes
When enabled, third-party apps cannot modify door access settings.
9. Credential Allocation Failed for PMS Key
What you see in the UI:
Door Code or Keycard shows failed or unassigned
Why this happens:
Lock offline
Keycard credentials are not enabled for your property — keycard credentials must be enabled by the Portal support team before a keycard can be added/registered in the Portal Staff App or assigned to a reservation.
No available keycards — all registered keycards are already in use
Strict or Preferred credential unavailable
How to fix:
If keycards can't be assigned at all, contact Portal support to enable keycard credentials for your property
If no keycards are available, register more keycards in the Portal Staff App
Ensure lock is online
Open credential card
Regenerate or replace
C. Quick Diagnostic Table
Issue | Check First |
Key exists but not active | Allow Provisioning |
Common area locked | Allow Linked Doors Access |
Door access wrong time | Edit door detail manually |
Keycard incorrect | Replace keycard |
Keycard option missing everywhere | Contact Portal support to enable keycards |
Guests' PMS keys have no keycard | Keycard selected in Reservation's Credential Types |
PMS overwrites settings | Protect Configuration |
Doorcode missing | Lock online + assignment type |
NOTE: In Portal, most door code activation delays are due to a busy or weak gateway connection, or the lock being completely offline. So that system re-tries to activate Doorcodes when the connection improves.
Related Articles:
Portal: How to view your Keys
Portal: Revoke all devices
Portal: How to change/update a Door code
Portal: How to manage manual keys
Portal Troubleshooting Keys
Portal Key status