Summary: To issue a mobile room key in AXP (Alliants Experience Platform), ensure the guest has checked in and has the Guest App installed, then navigate to their booking or profile and click Issue Digital Key — the key is sent directly to the guest's smartphone and can be used immediately to unlock their room.
Permissions Required: Roles required in AXP to issue a mobile room key are Front Desk Staff, Location Administrators.
Issuing a mobile room key in AXP allows guests to use their smartphone to unlock their hotel room door, eliminating the need for physical key cards. Digital keys are delivered through the Guest App and use Bluetooth Low Energy (BLE) or NFC technology to communicate with the door lock.
Prerequisites
Your location must have Digital Keys integration set up
Compatible door lock hardware must be installed and connected
The guest must have checked in (booking status: Checked In)
The guest must have the Guest App installed on their smartphone
The guest's phone must have Bluetooth enabled
A room number must be assigned to the booking
How Does Automatic Key Issuance Work?
AXP can be configured to issue digital keys automatically when certain conditions are met:
At Check-In — A digital key is automatically issued when the booking status changes to Checked In
After Mobile Check-In — When a guest completes mobile check-in through the Guest App, a key is issued upon approval
After ID Verification — A key is issued after the guest successfully completes identity verification
How Do I Revoke or Reissue a Digital Key?
To revoke a digital key (e.g., room change or security concern):
Open the guest's booking or profile
Navigate to the Digital Keys section
Click Revoke Key next to the active key
The key is immediately deactivated on the guest's device
Troubleshooting Digital Key Issues
Problem | Possible Cause | Solution |
Key not appearing in Guest App | Guest has not updated the app or has notifications disabled | Ask the guest to refresh the app and check that push notifications are enabled |
Key not unlocking the door | Bluetooth is disabled or phone is too far from the lock | Ensure Bluetooth is on and hold the phone within 5cm of the lock reader |
Key expired prematurely | Validity period was set incorrectly or check-out date changed | Revoke the old key and issue a new one with the correct validity period |
"Key not valid" error | Booking is not in Checked In status or room number mismatch | Verify the booking status and room assignment in AXP and your PMS |
Common Questions
Can a guest share their digital key with another person?
Yes, depending on your configuration, guests can share their digital key with companions who also have the Guest App installed. The primary guest initiates key sharing from within the app. Shared keys can be revoked independently from the primary key if needed.
What happens to the digital key at check-out?
Digital keys are automatically deactivated when the guest checks out and the booking status changes to Checked Out. The key will no longer unlock the door after the check-out time specified in the key's validity period.
Do digital keys work without an internet connection?
Once a digital key has been downloaded to the guest's phone, it can work without an active internet connection. The key communicates with the door lock via Bluetooth, which does not require Wi-Fi or mobile data. However, the guest needs an internet connection to initially receive and download the key.