What is Portal?

Portal is Goki's next-generation platform for managing smart access. It replaces the Goki dashboard and Spaces app with a new web dashboard and Staff App, while keeping the same hardware (SmartDiscs, SmartLocks).

What changes when you switch?

What stays the same?

How does the switchover work?

If you have not received your invitation email or onboarding information, contact support at [email protected]

Portal: I connected doors to Portal but codes are still being generated by Goki. Why?

Because the locks are still connected to Goki. A lock cannot be connected to Goki and Portal at the same time. As long as it remains in Goki, Goki controls it — it doesn't matter if you've also added it in Portal.

Portal only takes over when the lock is fully disconnected from Goki first, then connected to Portal, and your account is set live by support.

Portal: What is the correct order to migrate?

For each lock and gateway:

Once all locks and gateways are in Portal:

⚠️ Never connect a lock to Portal without disconnecting it from Goki first. If a lock appears in both systems at the same time, Goki remains in control and Portal will not generate codes for it.
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​To migrate from Goki to Portal, the first thing you must do is provide the information below to the Support team to create a dashboard for you:
Organisation (Chain) name:
Owner's email address:
Property name:
Property type:
Address:
Property email address:
Phone number:
Timezone:

Portal: I get an "unknown error" when disconnecting locks from the Goki Spaces app.

Contact support — the team can disconnect locks from Goki remotely. You do not need to physically touch the locks.

Portal: What happens to reservations that came in before go-live?

Reservations that arrived while Goki was still connected stay in Goki and continue using current PINs from there — not until checkout, but until the lock itself is uninstalled from Goki and installed in Portal. Only new reservations created after the Portal goes live are handled by the Portal.

To stop Goki from generating codes for old reservations, disable all automations in the Goki dashboard.

Portal: If pre-go-live reservations are still active in Goki, will their Goki codes continue working until checkout after Portal is connected to the PMS?

Goki codes continue to work until the locks are uninstalled from Goki and installed in Portal. Connecting the PMS, creating doors, and setting up Portal do not affect the Goki system.

Portal: If those existing reservations are imported into Portal and Portal generates a new PIN, will both the Goki code and the Portal PIN work?

Portal only begins generating PINs once the property is live, and a PIN must be added to a physical lock to function. So while the locks are still on Goki, Portal PINs will not work.

Portal: During the transition, will staff need to use both Goki and Portal for existing vs. new reservations?

Yes, if the client chooses to migrate their locks to Portal gradually. While physical locks exist in both Goki and Portal, each system generates its own PINs, so staff will need to use both systems for their guests.

Portal: For an existing reservation that appears in both Goki and Portal, which system should staff use for room changes, cancellations, extensions, and late checkout?

Both systems account for physical lock installation. However, when a guest has access to common areas and rooms where some locks are in Goki and some are in Portal, staff must apply the changes in both systems. If the same PMS is connected to both systems, both receive the updates from the PMS and apply the necessary changes.

Portal: After Portal go-live, can staff still use Goki for guest messages and viewing entrance/access logs for existing Goki reservations?

If Goki is still connected to the PMS and all mappings are in place, staff can use Goki's messaging system. Logs will no longer sync to Goki after the lock is migrated to Portal. Once a lock is uninstalled from Goki, there is no way in the UI to view that lock's logs anymore.

Portal: Does Goki remain accessible until all pre-go-live reservations have checked out?

Currently, we have no procedure for archiving the Goki dashboard or switching to Portal exclusively, so Goki remains accessible.

Portal: At what point do Goki codes stop working and Portal codes become the only active credentials?

Codes stop working on a per-door basis. Once you move a given door to Portal, the Goki codes for that door stop working immediately, and the Portal codes become the only active credentials for it. Physical lock installation is the key to active credentials in both systems.

When a reservation transfers to Portal mid-stay this way, staff must share the new Portal PIN with the guest — by email, SMS, or verbally — since the guest's original Goki code will no longer work.

Portal: Portal can't see my reservations even though locks are connected. Why?

Portal does not pull reservations from your PMS until your account is set live by support. Connecting locks alone is not enough. Once live, existing Cloudbeds/MEWS and other PMSes reservations transfer immediately.

Portal: Do I need support to go live?

Yes — going live is a manual step done by the support team. Once all locks are disconnected from Goki and connected in Portal, contact support to complete go-live.

Portal: How do I book a call with the Portal team to upgrade from Goki?

In your Goki dashboard, look for the "Dicsover Portal?" notice. Click it and you will find a link to schedule a meeting directly with the Portal team:

👉 Book your Portal upgrade call lead by Khatia
👉 Book your Portal upgrade call lead by Salome

Pick a date and time and the team will walk you through the migration.

Portal: I clicked the link before but now I can't see the notice anymore. Why?

The "Discover Portal?" notice in the Goki dashboard is shown once per user account. Once clicked it won't appear again for that login.

To rebook:

Portal: What does Portal actually do — is it a booking or scheduling tool?

No. Portal is an access control platform — it manages door locks, guest keys, and staff access. It does not handle room bookings, scheduling, payments, or guest messaging. Those remain in your PMS.
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