Summary: If a digital key is not working in AXP (Alliants Experience Platform), check that the guest's device has NFC enabled, the key hasn't expired, the correct room is assigned, and the lock has power. Try having the guest hold their device closer to the lock for 2-3 seconds. If the issue persists, revoke and reissue the key or provide a physical key card.
Permissions Required: Roles required in AXP to troubleshoot digital key issues are Front Desk Staff, IT Support, Guest Experience Teams.
Digital key issues can usually be resolved quickly with systematic troubleshooting. This guide covers the most common problems and their solutions.
Common Issues and Solutions
Key Not Opening the Door
Ask the guest to ensure NFC is enabled on their device, hold the device within 2-3 cm of the lock reader, keep the device still for 2-3 seconds, and try removing their phone case if it's thick or metallic. If these steps don't work, check in AXP that the key is still active and assigned to the correct room.
Key Not Appearing in Wallet
Verify the key was issued successfully in AXP, check that the guest received the notification, have the guest try adding the key again from the notification link, and ensure the guest's device meets the minimum requirements.
Lock Not Responding
Check if the lock has power (battery or wired), verify the lock is online and communicating with the system, try a physical key card to determine if the issue is lock-specific, and contact maintenance if the lock appears to be malfunctioning.
Escalation
If troubleshooting steps don't resolve the issue, provide the guest with a physical key card immediately, document the issue with details (room number, device type, error behaviour), and submit a support ticket with the documented details.