Summary: If a digital key isn't working, ensure the guest's device supports digital keys, Bluetooth and NFC are enabled, the key hasn't expired, and the door lock firmware is up to date.
Digital keys allow guests to unlock their rooms using their mobile device. When digital keys aren't working, the issue may be related to device compatibility, connectivity, key status, or lock hardware. This article covers the most common digital key problems and their solutions.
Troubleshooting Steps
Key Not Appearing in Guest's Wallet
Verify the digital key has been issued in AXP under the guest's booking
Check the guest's device compatibility (iOS 15+ or Android 10+)
Ensure the guest has added the key to their Apple Wallet or Google Wallet
Ask the guest to check their internet connection and try refreshing
If the key still doesn't appear, revoke and reissue it from AXP
Key Not Unlocking the Door
Ensure the guest is holding their device close to the lock reader
Verify Bluetooth and/or NFC are enabled on the guest's device
Check that the key hasn't expired (keys are valid for the booking duration)
Ensure the room assignment in AXP matches the physical door lock
Check the lock battery level and firmware version
Device Compatibility Issues
Digital keys require Apple Wallet (iOS 15+) or Google Wallet (Android 10+)
Some older device models may not support the required NFC or BLE capabilities
Ensure the guest's device operating system is up to date
If the device isn't compatible, offer the guest a physical key card as an alternative
Frequently Asked Questions
Can a digital key work without internet?
Once a digital key is downloaded to the guest's device, it can work offline using Bluetooth Low Energy (BLE) or NFC to communicate directly with the door lock. However, initial key download requires an internet connection.
What if the door lock battery is low?
Low lock batteries can cause inconsistent behaviour. Most smart locks show a low battery indicator on the lock itself. Replace the lock batteries and test the digital key again.