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Door codes for bookings

Once RemoteLock is connected and your units have locks, every new booking gets its own door code automatically. This page covers what the guest receives, where you see the code, and what happens when a booking changes.

What happens when a booking is made​

  1. A booking is created for a unit that has locks linked
  2. ActiveBooker asks RemoteLock for a new PIN and gives it access to that unit's locks
  3. The PIN works from the booking's start time until its end time
  4. The guest is emailed their code

This usually takes a few seconds. There's nothing for you to do. The code is created as soon as the booking is saved, whether or not it has been paid.

A code only works during the booking itself. It won't open the door before the start time or after the end time. Bookings that run past midnight keep working until their end time the next day.

What the guest receives​

The guest gets an email with the subject Your door code for followed by your location name. It shows the booking number, the PIN in large text, and the date and times the code works.

Door code email sent to the guest

The email goes to the customer's email address on the booking. If the booking doesn't have an email address, no email is sent. You'll see this in the activity log, and you can give the guest the code yourself from the booking.

See a booking's door code​

  1. Go to Bookings and open the booking
  2. Find the Door Access card, below the booking details and above Add-Ons

Door Access card on the booking detail page

The card shows:

  • Door Code — hidden by default. Click the eye icon to show it, or the copy icon to copy it
  • Valid — the date and times the code works
  • Locks — the locks this code opens

The code's status is shown at the top right of the card, next to Regenerate Code. The booking header shows the same status as a RemoteLock tag (for example RemoteLock · Active), so you can check it without scrolling.

The card only appears when RemoteLock is connected and the booking either has a code or can get one.

Door code statuses​

StatusWhat it means
GeneratingRemoteLock is creating the code. It normally becomes Active within seconds.
DelayedThe code has been generating for more than two minutes. Click Regenerate Code.
ActiveThe code is on the locks and will work during the booking.
FailedRemoteLock couldn't create the code. The card shows the reason.
RevokedThe code was removed and no longer opens any door.
No codeThe booking doesn't have a code yet.

Generate or replace a code​

Click Regenerate Code at the top of the Door Access card when:

  • A code is Failed or Delayed
  • A guest thinks their code has been shared and you want to give them a new one
  • You changed the locks on the Unit Link tab and want this booking to use the new ones

If the booking has no code yet, the button reads Generate Code. Use it for bookings made before RemoteLock was connected, or before the unit had a lock.

Replacing a working code asks you to confirm first, because the old PIN stops working straight away. The new code is emailed to the guest once it's ready.

When a booking changes​

Codes follow the booking, so you don't need to update RemoteLock yourself.

ChangeWhat happens to the code
Moved or edited so the date, time or lanes changeThe old PIN stops working and a new one is created and emailed
Edited without changing the date, time or lanes (customer details, notes)Nothing, the code stays the same
Cancelled or deletedThe code is removed
Checked in or paidNothing, the code stays the same

A guest count change counts as a lane change if the booking now needs a different number of lanes.

note

This applies to bookings managed in the ActiveBooker dashboard and booked online. Bookings created, moved or cancelled in the Old Dashboard don't update door codes. If you change a booking there, open it in the new dashboard and use Regenerate Code, or remove the code in RemoteLock.

Check the activity log​

The Activity Log tab on the RemoteLock page lists everything the integration has done: connections, device syncs, and every code issued, emailed, replaced or removed. Each entry shows when it happened, a short description, a link to the booking, and who did it. Automatic actions show System.

Activity Log tab with door code events

Use the search box to find entries for a particular booking or lock. It's the first place to look when a guest says their code didn't arrive or didn't work.

Troubleshooting​

A booking didn't get a door code​

Why this happens: The booked unit has no locks linked, the booking was made before RemoteLock was connected, or it was made in the Old Dashboard. How to fix it: Check the unit on the Unit Link tab, then open the booking in the dashboard and click Generate Code.

The code shows Failed​

Why this happens: RemoteLock rejected the request, for example because a lock was removed from the account or is offline. The reason is shown on the card and in the activity log. How to fix it: Fix the cause in RemoteLock if needed, then click Regenerate Code.

The guest didn't get the email​

Why this happens: The booking has no email address, or the email couldn't be delivered. The activity log shows Email failed with the reason. How to fix it: Add or correct the guest's email, then regenerate the code to send a fresh one. Or copy the code from the Door Access card and pass it on yourself.

The code doesn't open the door​

Why this happens: It's outside the booking time, the lock is offline, or the lock's battery is flat. How to fix it: Check the Valid times on the card. Then check the lock's status and battery on the Devices tab or in RemoteLock.

A cancelled booking's code still works​

Why this happens: RemoteLock couldn't be reached when the booking was cancelled. The activity log shows Removal failed. ActiveBooker keeps retrying in the background, and the code stops working at the booking's end time either way. A booking cancelled in the Old Dashboard isn't removed at all. How to fix it: If you need the code gone right away, delete the guest in RemoteLock. The guest is named after the booking number.

Sign-in refresh failed in the activity log​

Why this happens: ActiveBooker can no longer reach your RemoteLock account, usually because access was removed in RemoteLock. How to fix it: Disconnect on the Connection tab and connect again.