Overview
Keys control how guests, staff, and visitors access doors in your property.
From the Keys section in the Portal Dashboard, staff can create and manage Keys, choose credential types, assign doors, and define access periods.
This article explains how to create a Key step by step.
Before You Start
Before creating a Key, make sure:
Doors are already created in Portal
Locks are installed (if physical access is required)
Key Notifications (Email/SMS) are enabled if credentials should be sent automatically
The person (guest or staff) exists, or you are ready to add a new one
Key Concepts
Key: A set of access permissions for a person.
SmartKey: A mobile key delivered via magic link.
Doorcode: A numeric code used at the lock.
Keycard: A physical card assigned to a Key.
Allocation Policy: Rules for assigning doorcodes or keycards.
How to Create a Key (Mainly used for creating Staff keys)
Step 1: Open the Keys Section
Go to the Keys tab in the Portal Dashboard.
Click Add Key.
Step 2: Add a Person
You must assign the Key to at least one person.
Add a new person or select an existing person.
You can add more than one person to the same Key if needed.
Step 3: Configure Credential Types
For each person, choose which credentials to issue.
SmartKey
Default: Enabled
No allocation policy required
Assigned using the magic link activation flow
Doorcode
Default: Disabled
If enabled, choose an allocation policy:
Random (default)
Preferred
Strict
If Preferred or Strict is selected, a specific doorcode must be set
Keycard
Default: Disabled
Same behavior as Doorcode:
Random (default)
Preferred
Strict
If Preferred or Strict is selected, a specific keycard must be set
Step 4: Select Doors and Access Rules
Click Add Door.
Select one or more doors.
Set the Access Period.
Define Arrival Time and Departure Time if needed.
Set permissions as required.
You can also:
Restrict access to specific days of the week
Restrict access to specific hours of the day
Step 5: Create the Key
Click Add Door to confirm the selected doors.
Click Create Key to finish.
After the Key Is Created
SmartKeys are delivered via magic link (if enabled)
Doorcodes and keycards are generated based on the selected allocation policy
Only available keycards are shown in the Keycard section
Used keycards are excluded automatically
If needed, you can:
Replace a keycard
Update access rules
Resend credentials
Permissions & Access
Role | Can Create Keys |
Owner | Yes |
General Manager | Yes |
Team | Yes |
Installer | No |
Housekeeping | No |
Tips / Best Practices
Use SmartKeys as the default for guests
Enable Doorcodes or Keycards only when required
Set access periods carefully to avoid overexposure
Restrict days and hours for staff Keys when possible
Troubleshooting / FAQs
Portal: I can’t create a Key
Check your role permissions and confirm at least one door is selected.
Portal: Doorcodes or keycards are missing
Verify the allocation policy and that available credentials exist.
Portal: Guests didn’t receive access
Check that Key Notifications (Email/SMS) are enabled.
Portal: A staff member has access to all doors except one. What's wrong?
Two possible causes:
1. The door is not assigned to their key The door was never added to their SmartKey, or was accidentally removed.
Fix: Go to Keys → find their key → three dots → Edit Doors → add the missing door → Save. No new key needed.
2. The door is assigned but still not opening If the door is already in their key but the app shows no access or fails to open, the door is likely offline. Check:
The lock connection — is it showing online in the Portal dashboard?
The gateway — is it powered on and connected?
Once the lock comes back online, access should work automatically without any changes to the key.