Troubleshooting
I'M HITTING THE UNLOCK BUTTON IN THE APP, BUT THE LOCK IS NOT UNLOCKING.
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1. Check your internet connection. You will need to be connected to 3G/4G/5G to unlock your door from your smartphone (don't worry about much data usage though - its so small, only about 10 bytes - an average email is about 75 Kilobytes).
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2. Check if you have enabled the use of NFC in the Digital Keys app in your Mobile data settings on your phone.
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3.Ensure you have woken up the lock by shaking it, or touching any number on the keypad. You must do this everytime you want to unlock the door. This is also explained in the app commentary.
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4. Make sure you hold your phone within 5 centimetres of the middle of the numberpad (it is like touching your credit card/phone to pay). You may need to slightly move your phone around a little to find the sweet spot.
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3. Please try again 2-4 times - sometimes the local 3G/4G/5G network can be congested.
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4. If you are remote unlocking over the cellular networks in the asset management software, the lock can become disconnected from the cellular network (e.g if maintenance is happening on the network, or there is congestion, the lock can become disconnected). You will know the lock has become disconnected if you can't see M1 or NB on the LED screen and a small tower icon. You can't unlock unless you get both 1 M1/NB and 2. a small tower icon.
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I'VE LOST MY PHONE OR KEYCARD, OR A USER/GUEST HAS LOST THEIR PHONE OR KEYCARD - WHAT SHOULD I DO?
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If you've lost your keycard or your phone (and you don't have a passcode on your phone to stop anyone logging into your stolen phone), take the following steps to delete access;
1. Log into the Digital Keys Management Software (at digitalkeys.io)
2. Choose the Digital Key(s) of your name/user name from the Digital Keys table, and click the delete button. If there are multiple locks, make sure to delete all digital keys.
3. The Digital Key/keycard will instantly be deleted from the system, and the card or phone will no longer work.
4. Ask your Digital Keys Account Administrator for a new keycard, or a new digital key for app unlocking.
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I'M NOT RECEIVING DIGITAL KEYS EMAILS
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Digital Keys sends emails to you to let you know about important things like being notified that you have just been generated a new digital keys; setting up your Digital Keys Asset Management Software account, new accesses given to you, reset password links, and more. If you are not receiving these emails, it may be for one of the following reasons:
1. Your email provider is taking longer than expected - try refreshing your inbox
If this is the case, wait a few minutes and refresh your email inbox again
2. You are using a company email with a firewall
If you have a company email, there could be a firewall that has been setup by your company's IT department to block out third party emails. We recommend contacting your company's IT department to whitelist info@digitalkeys.co or support@digitalkeys.co Alternatively, ask your property manager or host to use your personal email address instead to give you access.
3. Digital Keys emails are going to your spam folder
Your email client may be accidentally sending Digital Keys emails to the spam folder. Check your spam folder and check your email provider's instructions on how to prevent email addresses from going to the spam folder
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I CANT SIGN IN TO THE DIGITAL KEYS APP
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If you are an account administrator please use the same email address and same password you used to sign into the Digital Keys Asset Management Software. If you a digital keys user, then you must use the same email to log into the app, as your account administrator used to register you as a user in the software/system (please check this with your account administrator if you are not sure). If you are trying to enter a password for the first time in the iPhone app, please make sure you use a combination of one lower case, one upper case, one number and one special character.
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I'M TRYING MY BEST TO UNLOCK THE SMART LOCK WITH A PIN, BUT ITS NOT UNLOCKING
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Ensure that;
-you have entered the correct PIN code.
- each key press is being registered with a beep sound.
Try repeating a few times, sometimes the number does not register if not pushed down hard enough.
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I'M HAVING PROBLEMS WITH MY SMART LOCKS AND MY QUESTIONS CANNOT BE FOUND HERE, WHAT SHOULD I DO?
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Please get in touch with the company that sold you your NB IoT smart lock (our distributor partners). If you can't get through to them, please send an email support@digitalkeys.co
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I DO NOT HAVE MY PHONE, OR KEYCARD WITH ME, WHAT CAN I DO?
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Log into your digital keys software account (if you are account administrator) via another phone, and access your account, and hit the remote unlock button in the software. If you are not an account administrator, please call them (and they could help you enter by hitting the remote unlock button in the software.
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Also please take whatever measures you did in the past with your metal keys to avoid a lock-out. Some of our smart locks come with metal key over-rides for emergencies. Did you give a spare copy of the key to neighbours/friends/family, do you have a spare metal key in your wallet, handbag? You could also carry a spare NFC token in your wallet, on your phone as a NFC sticker etc. If all back-up plans fail, you may choose the services of a professional locksmith to give you access.
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MY LOCK BATTERIES HAVE COMPLETELY RUN OUT, AND I'M LOCKED OUT
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You can use your back up metal keys (as outlined above).
Please change the battery pack by unlocking the cover with your tamper proof screwdriver, and plugging in a new battery.
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