Overview
This article explains what happens after a guest receives an access email or SMS from the property, how to activate mobile key access using a magic link and activation code, and how to unlock doors using the Keys app.
Before You Start
Before activating access, make sure:
You received an access email or SMS from the property
You have a smartphone with internet access
Bluetooth is enabled if you want to unlock nearby doors
You know your reservation reference number and last name (for backup activation)
Key Concepts
Magic Link: A secure link used to add mobile keys to the Keys app.
Activation Code: A 6-digit code required to activate access.
SmartKey: A mobile key added to the Keys app.
Reference Number: Reservation number used to recover access.
Tap to Unlock: A feature that unlocks the door when the phone is near the lock.
How to Open the Access Link
Guests can start by opening the access link from email or SMS.
Open the access email or SMS.
Tap Get Mobile Key.
If the App Is Installed
The link opens the Keys app.
A 6-digit activation code is sent.
Enter the code in the app.
SmartKeys are added automatically.
Notes
If the code expires, a new one is sent automatically.
Returning guests on the same phone do not need to log in again unless they logged out.
Wrong codes show an error and are rate-limited.
Tapping the link does not resend codes repeatedly.
If the App Is Not Installed
The link opens the App Store or Play Store.
Install the Keys app.
Tap the Get Mobile Key link again.
Continue activation in the app.
Notes
The link still works after installation.
Login is skipped only if the guest already has a valid session.
If the Link Is Opened on a Laptop
If the guest opens the link on a laptop, a QR code is shown to continue on mobile.
Scan the QR code using your phone.
Install the app if needed.
Continue activation in the Keys app.
How to Activate Access with an Activation Code
After opening the magic link, guests activate access in the app.
Open the Keys app.
Enter the activation code.
Tap Verify.
Once activation is successful:
The app opens
The property name is shown
All available doors appear
If the Activation Code Is Not Received
If the guest does not receive the activation code, access can be recovered using booking details.
Tap Back on the activation screen.
Select Reference Number.
Enter the reservation reference number.
Enter the guest’s last name.
Confirm to activate access.
How to Unlock Doors Using the Mobile Key
Guests can unlock doors once access is activated.
Open the Keys app.
Select a door.
Tap to open.
Unlocking Methods
Bluetooth Unlock
Bluetooth unlock works when the guest is near the door.
Enable Bluetooth on your phone.
Hold your phone close to the lock.
Tap to open
Tap to Unlock Feature
Guests can enable Tap to Unlock for faster unlocking.
Open the Keys app.
Enable Tap to Unlock.
Hold your phone close to the lock to unlock.
Notes
Bluetooth must be enabled for Tap to Unlock to work.
Managing Multiple Keys
Add or Switch Keys
Useful when a guest has multiple reservations or spaces.
Open the key card.
Tap Change Key.
Select another key or add a new one.
View All Keys
Tap the three-line menu (top-left).
Select Keys.
Remove or Add Keys
Open the Keys list.
Tap the bin icon to remove a key.
Tap Add Key to add a new one.
Permissions & Access
User Type | Can Use the Keys App |
Guest | Yes |
Staff | No |
Tips / Best Practices
Keep Bluetooth enabled for nearby unlocking
Use the magic link for the fastest setup
Use reference number + last name if you don’t receive a code
Keep all active keys in the app for easy switching
Troubleshooting / FAQs
I tapped the link but nothing happens
Install the Keys app and tap the link again.
I entered the wrong activation code too many times
Wait and try again later. Codes are rate-limited for security.
I didn’t receive an activation code
Use the Reference Number and Last Name option to recover access.
I can’t unlock the door
Enable Bluetooth and hold your phone close to the lock.