This article covers some of the more common reasons why an access code may not appear in the Boarding Pass or the Check-In Steps as well as the steps that can be taken to address them:
Cause | Signs | Your Action |
Device connectivity issues | Multiple logs in the guest thread indicating the device connection status. | Ensure that the device is nearby a Wi-Fi zone or is connected to a bridge. If the device connects to a bridge, ensure that the bridge is connected to the internet consistently.
You may need to move the location of the bridge or your router to ensure consistent connectivity. |
Booking was confirmed before the device is connected in Enso | Access code only shows the name of the device | Ensure that the device has backup access codes in the Business Settings > Devices > select the specific device.
This happens because the access code for a booking is generated at booking confirmation; however, since the booking was confirmed prior to the device being connected, this action did not activate.
We will still present the code at the time of check-in. Additionally, one of the backup codes in the Boarding Pass as long as the device was connected completely in Enso Connect with the backup codes.
Note: There is no need to generate a manual access code in this case. Guests will need to click the "Code not working" button in the Boarding Pass to pull the backup codes. |
Incomplete device connection | No access code or boarding pass only shows the device name | Successful device integration in Enso will show 3 backup access codes on the device view. If the access code does not show in the Boarding Pass, confirm that the backup codes are generated. Otherwise, do a manual device sync by going into your Business Settings > Connected Accounts > View Account > Manually sync devices. |
Verification setting limits when the codes become visible to guests | Check-in steps only show the device name but no code | Review the verification setting that applies to the booking by going into your Guest Journey Editor > Verification > Select a setting > Check > 'Hide smart lock codes until specific time'. Adjust the length of time when the codes should be hidden |