Hostaway Smart Locks: FAQs

Which devices are supported?

To check the list of supported devices, please follow the next steps:

1. Go to your Hostaway Dashboard > Smart Locks
2. 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 all the time manually 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.

Incompatibility Error

This can occur with some models, especially with Salto KS locks, where more than 1 device is mapped to the property, and the model does not allow setting the same PIN code. 

Salto locks don't allow setting a custom PIN code in their integration; they create their own code, and we retrieve it for the reservation. If more than 1 lock is mapped to a listing, each would create a different code, which is incompatible with the reservation. This can occur only with some models, but in most cases, the created code on Salto will be applied to all compatible models mapped to the listing.

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:

1.  
   1. Refreshing the page
   2. Logging out and in again
   3. Wait for 8 hours to pass

   4. 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.

I connected my account, but I'm not seeing devices on the devices tab. Why?

Answer: If you've successfully connected your account but don't see any devices in the devices tab, this is expected behavior. Your smart locks will only appear in the devices tab after you have properly mapped them to your listings in the "Listing Mapping" tab.

To see your devices:

1. Navigate to the "Listing Mapping" tab
2. Associate each smart lock with the appropriate listing
3. Complete the mapping process
4. Once mapped, your devices will automatically appear in the devices tab

If you've completed the mapping process and still don't see your devices, please ensure your account connection is active and try refreshing the page. For persistent issues, contact our support team.

Can I connect multiple accounts from the same manufacturer?

Yes, you can connect as many lock accounts from the same manufacturer as needed. Our platform supports multiple account connections from a single manufacturer, allowing you to manage all your devices seamlessly in one place.

Why is the smart lock battery percentage different between the mobile app and the web browser dashboard?

This discrepancy is expected behavior.

• The mobile app automatically refreshes battery level values 3 times per day, while the web dashboard displays more up-to-date information.
• For the most up-to-date battery percentage, please refer to the web dashboard
• We are working to improve synchronization between platforms in future updates.

What timezone is used for displaying SmartLock code timing data - listing time or local time?

• SmartLock code timing data is displayed in your local timezone for convenience when viewing the interface
• However, the actual code activation and deactivation still operate based on the listing's timezone to ensure guests can access the property at the correct times, regardless of where you're viewing the system from
• For example, if you're managing a property in New York (EST) while traveling in California (PST), you'll see the timing displayed in PST, but the codes will still activate according to EST to match your guest's check-in schedule.
• This display behavior is designed to make it easier for property managers to quickly understand timing relative to their current location while maintaining accurate functionality for guests.