Which devices are supported?
To check the list of supported devices please follow the next steps:
- Go to your Hostaway Dashboard > Smart Locks
- Scroll down > Click on "Supported devices"
Why does my device appear offline?
The most common cause is that the lock is not connected to the Internet. Check the Wi-Fi connection.
The code does not work on the lock, what should I do?
Try changing the code on the reservation page and try again. You can also choose to unlock the door from the Smart Lock page for a quick resolution.
I received a message that the code I entered is not valid, what should I do?
Enter a new code on the reservation page.
My lock does not 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 submit a request.
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.
My locks are not showing up in Hostaway with the correct name, what should I do?
Sometimes, depending on the lock manufacturer, it can take up to 8 hours for the correct lock name to show up on our dashboard. Please try:
Refreshing the page
Logging out and in again
Wait for 8 hours to pass
If the issue persists, please submit a request