Skip to main content

Portal Staff App – Overview & Lock Management-Adding keycards/Tags

This article explains how staff use the Portal Staff App to manage locks, access doors, add keycards, and adjust app settings.

Written by Sarah Mousavi

Overview

The Portal Staff App allows staff to manage locks on-site.
From the app, staff can view lock details, sync information, update settings, unlock doors, manage keycards, and install firmware updates.

Before You Start

Before managing locks, make sure:

  • You are logged in to the Portal Staff App (Tryportal)

  • Wireless connectivity is enabled on your phone

  • You are within range of the lock

  • You have the required permissions

  • A Key exists in the Portal Dashboard if unlocking is required

Key Concepts

  • Lock Details: Information and settings for a specific lock.

  • Sync: Updates lock data between the device and Portal.

  • Tap & Go: A quick unlock feature using phone proximity.

  • Keycard: A physical access card linked to a Key.

How to View Lock Details

Lock details are accessed directly from the Staff App.

  1. Open the Portal Staff App.

  2. Find the lock.

  3. Tap the three-dot menu.

  4. Open Lock Details.

From this screen, staff can:

  • Edit room name

  • Edit room type

  • Edit door location

  • View lock status (Online / Offline)
    ​

How to connect/Reconnect to WIFI

After installing the SmartlockPro, the process automatically navigates to the WIFI connection process. If not, you can do it with the following instructions:

  1. Scroll down and find the Wi-Fi option

  2. Tap Wi-Fi.

  3. Allow the app to search for available Wi-Fi networks.

  4. Select the desired Wi-Fi network from the list.

  5. Enter the Wi-Fi password.

  6. Tap Connect.

Verify that the lock successfully reconnects to the Wi-Fi network and its status is updated accordingly.

How to Sync Lock Information

Sync ensures Portal data and lock data are aligned.

Sync Lock Info

  1. Open Lock Details.

  2. Tap Sync Info.

  3. Stay close to the lock.

  4. Ensure wireless is enabled.

Sync Audit Logs

  1. Open Lock Details.

  2. Tap Audit.

  3. Stay close to the lock.

Audit logs are pulled directly from the lock.

Note: to see the log events, you should check them via the dashboard, via the staff app; you can just sync the audit.

How to Manage Lock Settings

Lock settings are available from the lock settings screen.

Staff can:

  • Change the Master Code

  • Enable or disable Passage Mode (Enable all day toggle for staying unlocked 24 hours a day)

  • Toggle Remote Unlock on or off

  • Toggle Privacy Switch on or off
    ​
    ​How the Privacy Switch works:

    • Toggle ON — if a guest locks the door from inside, all PINs and door codes stop working until the toggle is turned OFF via the Staff App and synced near the lock.

    • Toggle OFF — the privacy switch is fully disabled. Even if a guest physically presses the privacy button on the lock, it will have no effect on PINs or door codes. The physical switch only works when the toggle is ON in the app.

  • Toggle Lock Sound on or off

Firmware Updates

Firmware updates improve lock stability and performance.

  1. Open Lock Details.

  2. View the Firmware Version.

  3. If an update is available:

    • Stay close to the lock

    • Enable wireless connectivity

    • Start the update from the app

Unlocking Doors from the App

Important Note – Unlock Button

The Unlock button appears only if:

  • The staff member has an active Key created in the Portal Dashboard

Without a Key, doors cannot be unlocked from the app.

Access Tab

The Access tab shows nearby locks.

Unlocking Rules

  • An active Key must exist

  • Wireless must be enabled

  • The lock must be within range

Unlock a Door

  1. Open the Access tab.

  2. Tap the door.

  3. Tap Unlock.

Note: If the key exists unlock button is available from the Door tap via key details as well

Tap & Go (Quick Unlock)

Tap & Go allows fast unlocking by tapping the phone.

When Tap & Go Is Enabled via Preferences

  • Nearby locks are detected automatically

  • The closest lock appears first
    ​

Expected Behavior

  • One lock nearby: Phone tap unlocks automatically

  • Two locks nearby:

    • Closest lock is shown

    • If distance is similar, auto-unlock is disabled

  • Multiple locks nearby:

    • All locks are shown

    • Staff selects the lock manually

Goal

  • Enable fast unlocking

  • Prevent accidental unlocks when intent is unclear

How to Add Keycards/Tags

Keycards/Tags are added directly from the Staff App.

  1. Open the Keycard tab.
    ​

  2. Stay close to the lock.

  3. Tap the + button.
    ​

  4. Hold the keycard/Tag near the lock and choose the Door.
    ​

  5. Wait for the confirmation and then rename it.


    How to remove a keycard/Tag

    Remove keycard/Tag by choosing the card and tapping in Bin icon.
    ​

Keycard/Tags Rules

  • Keycards/Tags are assigned per Key.

  • Keycards must be enabled in the Customization Portal dashboard.

  • Assignment types:

    • Random

    • Preferred

    • Strict

  • Keycards can be replaced later

App Settings & Preferences

Access app settings from the menu.

  1. Tap the three-line menu (top-left).

Staff can:

  • Switch property

  • Add a device

  • View bridges

  • Set preferences:

    • Screen brightness

    • Tap & Go toggle

    • Remote unlock confirmation

Permissions & Access

Role

Lock Management Access

Owner

Full access

General Manager

Full access

Installer

Lock management and updates

Team

Limited access (unlock only)

Housekeeping

Unlock assigned doors only

Tips / Best Practices

  • Keep wireless enabled when working on-site

  • Sync locks regularly

  • Update firmware when available

  • Use Tap & Go carefully in shared areas

  • Recommended: Check all existing locks and confirm the Privacy Switch toggle is set to OFF (In case you do not need this feature). This must be done via the Staff App using Bluetooth while physically standing in front of each lock. When the toggle is OFF, guests cannot trigger lockouts using the physical button on the lock.

Troubleshooting / FAQs

Portal: The lock does not appear in the app
Move closer and enable wireless.

Portal: I can't unlock a door
Check that a Key exists and is active.

Portal: Firmware update fails
Restart the wireless and stay close to the lock.

Portal: I can't see guest doorcodes/PIN in the staff app
Portal door codes/PIN accessible only through the dashboard > door details, not the staff app.

Portal: I installed the SmartLock Pro, but connecting to the Wi-Fi didn't appear
If, after installation of the SmartLock Pro, you didn't navigate to the Wi-Fi connection process, you can reconnect to WIFI. Open the app and navigate to the lock details screen.

  1. Scroll down and find WIFI.

  2. Tap Wi-Fi.

  3. Allow the app to search for available Wi-Fi networks.

  4. Select the desired Wi-Fi network from the list.

  5. Enter the Wi-Fi password.

  6. Tap Connect.

  7. Verify that the lock successfully reconnects to the Wi-Fi network and its status is updated accordingly.

Portal: Guests keep accidentally enabling the privacy switch and locking themselves out
If guests are triggering the physical privacy button on the lock, the solution is to make sure the Privacy Switch toggle is set to OFF in the Staff App Lock Settings. When the toggle is OFF, the physical button on the lock has no effect — PINs and door codes will continue to work normally even if a guest presses it. The physical switch only activates when the toggle is ON in the app.

We strongly recommend checking all existing locks and setting the Privacy Switch toggle to OFF on each one. This must be done via the Portal Staff App using Bluetooth while physically standing in front of each lock. Go to Lock Details → Lock Settings → Privacy Switch → toggle OFF → Sync to confirm the change is applied to the lock.

Related Articles

Did this answer your question?