The guest's mobile key is not working to open the lock.
If the mobile key is not working at the door, please follow these troubleshooting steps:
1. Does the guest have access to this lock?
Yes. Move to Number 2.
No. Proceed as you see fit to either grant access or redirect the guest.
2. Is Bluetooth active on the guest's device?
Yes. Verify the OpenKey app has permission to use Bluetooth under app settings, and move to Number 2
No. Close out of the OpenKey app and open the phone's settings. Locate Bluetooth settings and toggle this option ON. Return to the OpenKey app once more and press the key button on the active key screen. Hold the phone to the door to unlock. If the guest is still unable to unlock the door, move to Number 3.
3. Force close all open apps, including OpenKey, on the mobile device.
iOS: Double click the home button or swipe/hold up to show all open apps. Hold and swipe up on each app to close them.
Android: Press the application button on the bottom of the screen. Click CLOSE ALL. For other models, the guest may need to swipe up to show recent apps and close out each one individually.
Reopen the OpenKey app and press the key button on the active key screen. Hold the phone to the door to unlock. If the guest is still unable to unlock the door, move to Number 4.
4. See if the lock's Bluetooth is responding.
Hold the phone to the face of the lock and look for any lights. If you see a light on the lock but it does not open, the lock may need to be reprogrammed. If you don't see a light blink when the phone is touching the lock, this means that the lock's Bluetooth is not responding. Please contact the Hotel Maintenance Team for further assistance.