One of the main drivers of guest contact is help with access codes. This article will help you navigate these conversations skillfully and effectively.
Prerequisites
Access codes are automatically generated for each new booking as long as:
The device is connected to Enso, paired with the listing, and added to the listing's check-in instructions. Refer to this article for more specific steps.
The device has a consistent connection to the internet.
The device supports access codes.
Frequently asked questions and how to solve them
Symptoms | Possible cause | Troubleshooting |
The access code is not displayed in the Boarding Pass. | The device is not connected to Enso Connect or booking was confirmed before the device got connected | Ensure that the device is connected to Enso Connect, paired to the listing and added to the check-in steps.
Backup codes should also be visible on the device panel (Business Settings > Devices > select the device > backup codes). |
The access code does not work when the guest uses it but your console shows that the code was generated for the booking. | Intermittent device connectivity to the internet, causing the code setting workflow to fail. | Check that the device is 'Online' and connected to the internet.
Advise guests to tap the 'Code not working' button on the Boarding Pass.
This will allow guests to use one of the backup codes. |
The access code does not show on the Boarding Pass and the device is paired. | The access code display setting hides the code until a certain time.
Note: Access codes are activated 2 hours prior to check-in but can be displayed in the Boarding Pass before activation. | Check the verification setting that applies to the booking by going into your Listing Groups > Guest Journey Editor > Verification > Select the applicable verification for the booking > Scroll down to 'Hide access code until XX time.'
Adjust this period as needed. |
Device does not pair to the listing or gives an error. | The integration is not yet complete. | Go into your Business Settings > Connected Accounts > Select the device account > Click 'Manually Sync Devices' |
Generally speaking, a manual device sync is the first step in device troubleshooting. This will cause the device to receive a backend update, fixing the majority of device-related problems.
Contact us via email at [email protected] or chat if the problem is still not fixed.