FLEXIPASS GUIDE · MOBILE KEY TROUBLESHOOTING
Hotel mobile key
not working?
A mobile key can fail for a few reasons. Check them in order: the key is downloaded, Bluetooth and app permissions are on, the key is valid for that door and time, and the phone is held close to the reader. If the door still will not open, ask the front desk. A physical keycard can be used alongside digital keys.
What should a guest check first?
- Is the key downloaded? Downloading or updating a key needs a data connection. Once downloaded, it can work without one until its validity ends.
- Are Bluetooth and the app’s permissions on? Mobile Keys open compatible locks over Bluetooth.
- Is it the right door and the right time? A key opens the doors assigned to it for the selected access period.
- Is the phone supported? FLEXIPASS lists iOS 11 and newer and Android 4.4 and newer with Bluetooth Low Energy 4.0 or newer.
- Is the phone close to the reader? Hold it in front of the door lock reader.
- Still stuck? Ask the front desk for a physical keycard. It can override an earlier digital key.
Why did the key work at the room but not at the elevator or another door?
A key opens the doors it was assigned for the selected period. Whether it also covers elevators, parking, a gym or other access points depends on the hotel’s lock and access software and how those readers were set up. The hotel can check which access points are assigned to the key.
What should the hotel check?
The stay in the system
Confirm the key was issued for the right room and dates. Check how room moves, late check-outs and cancelled stays are processed.
The lock configuration
Mobile Keys need a supported Bluetooth-enabled lock and the listed software. Check your configuration in the compatibility check.
Key download
Plan for guests to have a connection when the key is downloaded or updated.
A fallback
Keep physical keycards available for dead batteries, unsupported phones or failed downloads.
QUICK ANSWERS
Good questions. Clear answers.
Why did my mobile key work at check-in but not later?
Check that the key is still valid for that door and time, that Bluetooth is on and that you are holding the phone close to the reader. If it still fails, ask the hotel to check the key and the doors assigned to it.
Do I need internet at the door?
No. A downloaded key can be used without a data connection until its validity ends. Downloading or updating a key needs a connection.
What if my phone battery dies?
Ask your accommodation provider for a physical keycard. Digital keys and physical keycards can be used at the same time.
What if I lose my phone?
Tell your accommodation provider immediately. They can issue a new key or a physical keycard that overrides the earlier digital key, and they can revoke a digital key at any time.
NEXT STEP
Check it against your own setup.
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