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Why is the access code missing from the Boarding Pass?

Updated over a week ago

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

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