FAQ - Hostaway Smart Locks

Which devices are supported?
The list of supported devices is available under the Smart Locks menu, in this link
Why does my device appear as offline?
The most likely cause is that the lock is not connected to the internet. Check the Wi-Fi connection.
The code doesn’t work on the lock, what should I do?
Try changing the code in the reservation page and try again. You can also choose to unlock the door from the Smart Locks page for a quick resolution.
I received a message that the code I entered isn’t valid, what should I do?
Enter a new code in the reservation page.
My lock doesn’t appear in Hostaway after connecting my account
Make sure that your lock is registered with your lock provider account (Schlage, Yale etc). If it is registered, try disconnecting smart locks in Hostaway and connecting again. If that doesn’t work, please reach out to support@hostaway.com
When does Hostaway program the code on the lock?
For locks that support pre-programming, we do so 72 hours before the start time. This allows for enough time to retry to program the code in case it didn’t succeed the first time. For locks that don’t support this, we program the code at start time. See the list of brands that support pre-programming below.
How do I disconnect a lock account from my Hostaway account?
By pressing the disconnect button under the three-dot menu.

FAQ - Hostaway Smart Locks Follow