Guest Can't Access Property

Guest Can't Access Property

If a guest reports they can't access your property, follow these troubleshooting steps:

If the specific complaint is "the door code isn't working," jump straight to why didn't my door lock code work? — it's a 90-second triage checklist for the five most common code-failure causes.

Verify Guest Link

• Link Active: Confirm the stay's link is within its active window — the link stays live through a two-week buffer on either side of the stay, with access codes and smart-device controls only visible during the stay itself
• Correct Link: Confirm the guest is using the correct link for their stay
• Link Access: Try opening the guest link yourself to verify it's working

Check Access Code

• Code Display: Verify the access code is visible on the guest dashboard
• Code Format: Ensure the guest is entering the code correctly (no spaces, correct digits)
• Code Active: Check in Staykey that the code is active for the current date range
• Lock Status: Verify the lock is online and responding in your device list

Lock Issues

• Battery: Check if the lock battery is low (replace if needed)
• Connection: Verify the lock is connected to Home Assistant
• Manual Override: If available, try the manual key or backup code
• Lock Status: Check if the lock shows as "locked" when it should be accessible

Quick Fixes

• Regenerate Code: Try deleting and recreating the guest's access code
• Remote Unlock: Use Staykey's remote unlock feature if available for your lock
• Contact Guest: Reach out directly to verify they're at the correct property and using the right code

Still Not Working?

If the issue persists, contact our support team with details about the lock, the guest link, and what troubleshooting steps you've already tried.