Summary: For security, your digital room key can only be active on a limited number of devices at one time. This article explains what those limits are, how they're managed, and what to do if you hit a limit during your stay.
Permissions: Guests of any properties that have digital key providers integrated, such as Salto, Dormakaba, etc.
Why device limits exist
Device limits prevent a room key from being active on more devices than the hotel has authorised. This protects against situations where a key could end up on multiple phones without the hotel's knowledge — much like how a hotel wouldn't issue unlimited copies of a physical keycard.
ℹ️ Info: The limit is set by your hotel. It may vary between properties.
Standard device limits
In most cases, the limits are:
Platform | Phones | Watches |
Apple Wallet | Up to 2 iPhones | Up to 2 Apple Watches |
Google Wallet | 1 Android phone | 1 Wear OS watch |
🗒️ Note: Your specific hotel may allow fewer devices than these platform maximums. The number you see in the app reflects what the hotel has configured.
What happens if you try to add the key to too many devices
If you've reached your hotel's device limit:
Your request to add the key to a new device will be blocked before the key is issued.
You'll need to either remove the key from an existing device first, or contact the front desk to adjust your setup.
⚠️Important: If you add a key to a second device while you're near (but not yet at) your hotel's limit, the system may briefly issue the key and then automatically revoke the oldest one. If this happens and your original device loses access unexpectedly, visit the front desk — they can help restore your key.
Common Questions
Q: I can only use my key on one device. Is that normal?
A: Yes, this may be intentional. Some hotels set a limit of one active key per booking for maximum security. If you need access on an additional device, contact the front desk and they can advise on what's available for your reservation.
Q: Can I add my key to a second phone for my travel companion?
A: This depends on your hotel's setup:
Apple Wallet: You may be able to share your key with a travel companion directly from the Wallet app (see the Apple Wallet FAQ for details on key sharing).
Google Wallet: Key sharing is not currently supported. Your companion would need to be issued their own key by the hotel, or use a physical keycard.
In both cases, the key must still remain within the hotel's overall device limit. Contact the front desk if you're unsure.
Q: My key stopped working after I added it to a new device. What happened?
A: If you added a key to a new device and an older device's key was deactivated, you've likely hit the hotel's per-device limit. The system automatically keeps only the allowed number of keys active at once — and may deactivate the oldest one to make room for the newest.
To get back on track, contact the hotel front desk. They can see the status of your keys and help you get the right device set up.
Q: I'm travelling as a couple. Can we both use digital keys?
A: This depends on your hotel's configuration. Some properties allow multiple keys per booking (one per guest), while others restrict it to one. Contact the front desk when you arrive — they can let you know what's available and issue a physical keycard for your companion if needed.
Q: Can I add my key to both a phone and a watch?
A: Usually yes:
Apple Wallet: When you add a key to your iPhone, it's automatically added to your paired Apple Watch as well. Both can be active at the same time.
Google Wallet: You can add the key to one phone and one paired Wear OS watch through the "Add to Google Wallet" flow.
🗒️ Note: Some hotels may restrict keys to phones only. If your watch key isn't working, check with the front desk.
Q: What should I do if I can't add my key to a new device?
A: Try these steps:
Check whether your existing device (phone or watch) still has the key active — you may have already reached your hotel's limit.
If you need to add a new device, contact the front desk and explain your situation. They can review your key status and adjust it if appropriate.
In the meantime, the front desk can provide a physical keycard so you're not locked out.