Overview
Key Notifications allow Portal to automatically send access details to guests by email and/or SMS.
This article explains how to enable notifications, when messages are sent, what guests receive, and how to resend credentials if needed.
Before You Start
Before creating a Key, make sure:
You are logged in to the correct property
You have permission to edit Customization settings
Guest contact details (email and/or phone number) are available
Key Concepts
Key Notification: An automated message sent to guests with access details.
SmartKey: A mobile key accessed through the guest app via magic link.
Doorcode: A numeric backup code used at the lock.
Guest Profile: The guest’s email address and phone number used for delivery.
How to Enable Key Notifications
Notifications must be enabled before Portal can send messages automatically.
Go to Settings.
Open Customization.
Select Key Notifications.
Enable the Email toggle.
Enable the SMS toggle.
Notes
If Email and SMS toggles are off, no automatic messages are sent.
When Key Notifications Are Sent
Portal sends notifications automatically when:
A Key is created
Access is generated (Doorcode and/or SmartKey)
Messages are sent based on the guest profile:
Email is sent if an email address exists
SMS is sent if a phone number exists
If both exist, Portal sends both email and SMS
Room or Space Changes
If a guest’s room or space is updated after the Key is created, Portal sends a new notification automatically.
The updated message includes:
New space name
Updated access details
Email Message Content
Guests receive an email with access information and a magic link.
Example template:
Hey {{firstName | lastName}}!
Welcome to {{propertyName}} — we're excited to have you with us from {{startDate}} to {{endDate}}.
Your reservation reference is {{referenceNumber}}, and you'll be staying in {{spaceName}}.
You're all set to access your space. Here's how to get in:
Tap the button below to unlock doors with your phone:
Get Mobile Key {{tokenValue}}
If a door asks for it, here's your backup door code:
{{doorcode}}
If you need anything at all, we're here to help. Have a wonderful stay!
The Portal Team
SMS Message Content
Guests receive an SMS with access details and a link to mobile keys.
Example template:
Hi {{firstName | lastName}}! Welcome to {{propertyName}} 🎉
Your stay: {{startDate}}–{{endDate}}
Ref: {{referenceNumber}}
Space: {{spaceName}}
Here is your door code: {{doorcode}}
To access Portal mobile keys, follow the link below:
{{link}}
Enjoy your stay! — The Portal Team
How to Resend Credentials Later
If guest contact details are added after the Key is created, staff can resend access manually.
Open the Key in Key Details.
Click Resend Credentials.
Select Email and/or SMS (based on available contact info).
Confirm sending.
Notes
Email can be resent once an email address exists.
SMS can be resent once a phone number exists.
Portal applies rate limits to prevent repeated sending.
Permissions & Access
Role | Can Enable Notifications | Can Resend Credentials |
Owner | Yes | Yes |
General Manager | Yes | Yes |
Team | No | Yes |
Installer | No | No |
Housekeeping | No | No |
Tips / Best Practices
Enable Email and SMS before creating Keys
Confirm guest email and phone number during check-in
Use resend if guest contact info was added late
Room changes trigger updated messages automatically
Troubleshooting / FAQs
No messages were sent to the guest
Confirm Email and/or SMS toggles are enabled in Key Notifications.
The guest received only email or only SMS
Portal sends based on available guest contact details.
A guest changed rooms but didn’t receive an update
Check that notifications are enabled and the guest profile has valid contact details.
I can’t resend credentials
Check your role permissions and system rate limits.
Related Articles
Create and Manage Keys
Web App Keys (Magic Link Access)
Keys App (Guest App): Magic Link and Activation Code
Manage Property Settings and Customization