Lock Troubleshooting

Step 1

Conduct Basic Troubleshooting with Guest’s Code

Most issues can be resolved by verifying the guest is using the code correctly.

Confirm that the guest followed these steps:

1. • • Check Access Time: Ensure the guest is not trying to enter before their access time (local time).

     • Press Buttons Firmly: Advise the guest to press each button firmly enough to hear a beep.

     • Wait if Locked Out: If the guest has tried 5 times unsuccessfully, remind them that the lock will temporarily disable for 1-2 minutes. They should wait before trying again.

     • Try Adjusting the Door: If the lock sounds like it’s engaging but the door won’t open, suggest the guest gently pull the door towards them while entering the code. Swelling from weather changes can cause extra friction on the lock.

Step 2

Verify Code Details

1. • Confirm that the guest is entering the exact code sent to them and that it matches their check-in time. Verify the code in the messages you’ve previously sent.

Step 3

Check Code in RemoteLock Portal

1. • Log in to the RemoteLock portal and navigate to the property.

   • Verify Code Match: Ensure the code displayed in the portal matches the code provided to the guest.

   • Check Code Sync: Confirm that the code is synced with the lock (look for a green check mark), indicating that the lock has downloaded the code.

   • Review Event History: Check the Event History to see if the guest may have entered a wrong digit or too many digits.

Step 4

Provide Emergency Access if Needed

1. • If the Guest’s Code is Not Working: Only if troubleshooting reveals that the guest’s code is not functioning, provide them with the STRM Emergency code.

   • If the Emergency Code Fails: If the STRM Emergency code does not work, instruct the guest to retrieve the manual key from the on-site lockbox, as listed in Breezeway.