Table of Contents
1. Overview — SmartKey vs PIN
Goki offers two separate, independent access methods. They do not fail for the same reasons, so it's important to identify which one a guest is using before troubleshooting.
PIN / Door Code — a numeric code typed directly on the lock's keypad. Works regardless of phone, app, or Bluetooth.
SmartKey — a digital key inside the Goki App or Web App that unlocks the door remotely via Wifi/Gokiairs or Bluetooth without needing the lock to be online or needing to type a code.
A guest can have working PIN access while their SmartKey fails, or vice versa — they are not the same access path.
2. First Question to Ask: SmartKey or PIN?
Before troubleshooting any "door won't open" or "common area won't unlock" report, always confirm:
Is the guest trying to type a PIN code on the lock keypad, or trying to open it via the app (SmartKey)?
If using the app — is it the downloaded Goki App, or the Web App (link from email/SMS)?
These two questions immediately narrow down the correct troubleshooting path and prevent giving PIN-related answers to a SmartKey issue (or vice versa).
3. Downloaded App vs Web App
SmartKey behavior differs slightly depending on which version the guest is using:
Downloaded Goki App (iOS/Android) — supports full Bluetooth unlock natively.
Web App (browser link) — Bluetooth support depends on the browser and device:
On Android: Web Bluetooth is supported in most browsers (e.g. Chrome).
On iOS: the Bluetooth API is not supported in any browser. Guests must use the App Clip (no install required) or install the full app for Bluetooth-based unlock to work at all.
If a guest is using Safari or any browser on iPhone without the App Clip, SmartKey unlock will not work — this is expected and not a fault with the lock.
4. How SmartKey Actually Works
SmartKey unlock works over Bluetooth, independent of whether the lock is online or offline via WiFi/GokiAir:
The guest's phone must have Bluetooth, or if they want to remotely unlock must be internet-enabled.
The phone must be within close range (typically 1-2 meters) of the lock.
If the lock is offline (no WiFi/GokiAir connection), SmartKey can still work via Bluetooth — WiFi connectivity is not required for Bluetooth unlock.
This means a lock being offline does NOT explain a SmartKey failure on its own — Bluetooth unlock should still work on an offline lock as long as Bluetooth itself is functioning correctly.
5. SmartKey Fails to Unlock — Troubleshooting Steps
If a guest reports "failed to open door, please stay close to the door and try again" or the SmartKey simply does not respond, ask them to try the following in order:
Confirm Bluetooth is turned ON on their phone.
Move closer to the lock — within 1-2 meters, with a clear line of sight if possible.
Close and reopen the Goki App completely (not just minimize it).
Turn the phone's Bluetooth OFF and back ON, then try again.
If using the Web App on iPhone: confirm they are using the App Clip or have installed the full app — Safari alone does not support Bluetooth unlock on iOS.
Restart the phone if the issue persists after the above steps.
Touch the lock keypad to turn it on.
If none of the above resolves it, this points to a possible physical or hardware-level issue with the lock's Bluetooth module rather than a guest-side problem.
6. How Staff Can Check If It's a Physical Issue
If a SmartKey was working before and suddenly stopped for no apparent reason, staff should verify using the Spaces App:
Open the Spaces App → go to the room or common area in question.
Stand close to the lock and attempt to unlock it directly from the Spaces App (staff-side remote unlock).
If the Spaces App can unlock the door — the lock's Bluetooth is working, and the issue is likely on the guest's phone, app version, or browser (see Section 5).
If the Spaces App cannot unlock the door either — this indicates a physical/hardware issue with the lock itself (Bluetooth chip fault, internal wiring issue, or similar), not a software or guest-side problem. This requires a technician to physically inspect the lock.
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