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 is my smart lock device appearing offline in the Hostaway Dashboard?
- The most common cause is that the lock is not connected to the Internet. Check the Wi-Fi connection
- If your smart lock device becomes disconnected, it may be due to a loss of Wi-Fi connection or power
- To resolve this issue, first check the status of the device in your account to ensure it is now connected
- If the device remains disconnected, try power cycling the device by turning it off and back on.
- You can also check your Wi-Fi connection and ensure the device is within range of your network
- To prevent future disconnections, ensure the device is properly powered and within range of a reliable Wi-Fi network
How does Hostaway handle smart lock issues caused by Wi-Fi problems?
Hostaway tries to schedule the codes 72-48 hours before the start of the code’s validation. If it doesn’t work immediately, we keep trying until the code is set. This is better than backup codes because you don’t have to check manually all the time to see if the codes are set or not to communicate the backup code. If you want to have backup codes, you can manually create ongoing codes in the locks to communicate and share with the guests.
Why is my igloohome device offline in the Hostaway Dashboard even if it is correctly connected?
Igloohome provides smart locks that do not require internet access to work. That means that unless they have a bridge device, they won't appear as "online" on the Hostaway Dashboard, and they can't be managed remotely. For more information about igloohome devices.
The code does not work on the lock, what should I do?
If your lock code for a specific user has not been synced to the smart lock integrated with Hostaway's platform, ensure that the lock is registered with your lock provider account (such as Schlage or Yale). If it is registered, try disconnecting the smart locks in Hostaway and connecting them again to resolve the issue. Remember that only the main account user is permitted to disconnect/connect Smart Locks services.
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
- Some brand models may not be compatible with an API connection, for example, Schlage Sense (model BE479) is not supported for API and will not appear in the connection
When does Hostaway program the code on the lock?
We do so 72 hours before the start time for locks that support pre-programming. This allows for enough time to retry to program the code in case it didn't succeed the first time. We program the code at start time for locks that don't support this.
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 appear 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
-
Why did I receive the following error: Due to limitations with your smart lock provider, we couldn't use the guest's phone number digits for the access code and opted for a randomly generated code instead?
This error may occur if there are multiple reservations for the same guest with the same phone number. The smart lock provider may have restrictions on providing the same - 4 digits of the phone number - for additional reservations.