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Portal-General scenarios of key creation

Portal troubleshooting General scenarios of key creation

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Written by QA
Updated yesterday

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:

  1. Open the Doorcode card

  2. Confirm Assignment type:

    • Random (recommended)

    • Preferred

    • Strict

  3. Click Update

  4. 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:

  1. Open the Keycard card

  2. Click Replace

  3. Select another available keycard

    • Only unused keycards appear

  4. Click Update

The currently assigned keycard is always shown first.
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4. Door Access Time Is Incorrect

What you see in the UI:

  • Door access exists but works at the wrong time

How to fix:

  1. Open the Key

  2. Click the three dots next to the door

  3. Select Edit door

  4. Adjust:

    • Access Period

    • Arrival Time

    • Departure Time

  5. Click Update

5. Door Shows Pending Provisioning

What you see in the UI:

Why this happens:

  • Allow Provisioning is unchecked

  • Or lock is offline

How to fix:

  1. Open Edit door from the 3 dots

  2. Enable Allow Provisioning

  3. 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:

  1. Open the Key

  2. Open Edit door from 3 dots for the main room

  3. Enable Allow Linked Doors Access

  4. 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:

  1. Open Update Portal Room

  2. Enable Protect Configuration

  3. 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

  • Credential type disabled in Customization

  • Strict or Preferred credential unavailable

How to fix:

  1. Ensure credential type is enabled in Customization

  2. Ensure lock is online

  3. Open credential card

  4. 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

PMS overwrites settings

Protect Configuration

Doorcode missing

Lock online + assignment type

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