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My mobile key is not working at my guest room.

If your mobile key is not working at the door, please follow these troubleshooting steps:

 

1. Is Bluetooth active on your device?

Yes.  Move to Number 2.

No.  Close out of the OpenKey app and open your phone's settings.  Locate Bluetooth settings and toggle this option ON.  Return to the OpenKey app once more and press the key button on the active key screen.  Hold your phone to the door to unlock.  If you are still unable to unlock your door, move to Number 2. 

 

2.  Force close all open apps, including OpenKey, on your mobile device. 

iOS: Double click the home button or swipe/hold up to show all open apps.  Hold and swipe up on each app to close them.  

Android: Press the application button on the bottom of the screen.  Click CLOSE ALL.  For older models, you may need to swipe up to show recent apps and close out each one individually.

Reopen the OpenKey app and press the key button on the active key screen.  Hold your phone to the door to unlock.  If you are still unable to unlock your door, please contact the Front Desk for further assistance.

 

3.  See if the lock's Bluetooth is responding. 

Hold your phone to the face of the lock and look for any lights.  If you don't see a light blink when the phone is touching the lock, this means that the lock's Bluetooth is not responding.  Please contact the Front Desk for maintenance assistance.  

 

 

 

If you are unable to reach a hotel team member or are a hotel team member needing additional assistance, please contact our Support Department at 877-800-2008. 

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