Work down this list. Most checks start on the guest's booking (open it from Reservations) or on Smart Locks. The Smart Locks page is for owners and admins.
Need the guest in right now? On Smart Locks, click Unlock next to their door (or the front door). This needs a gateway next to the lock.
Check 1: Is it before check-in time?
The guest app only shows the code from check-in time on the arrival day. Before that, the guest sees when it will be ready.
What to do: tell the guest the time, or give them an early check-in time on the booking — the code then shows from that time.
Check 2: Does the booking have a code at all?
Open the booking. If you see Smart-lock PIN missing or "No door PIN yet", no code was made. On Smart Locks the guest is under No code yet, sometimes with the reason.
What to do: click Generate PIN now on the booking, or Create code on Smart Locks. The booking says "Generating the new PIN…" and refreshes itself; it usually takes under a minute.
Check 3: Is TTLock still connected?
If the booking says the TTLock connection needs reconnecting, or Smart Locks says TTLock needs signing in again, TIOO can't make codes.
What to do: click Sign in again and type your TTLock details. See Connect your TTLock account.
Check 4: Is the lock offline, or without a gateway?
If the booking says Lock isn't responding, or Smart Locks shows "No gateway — codes and remote unlock may not reach this lock" next to the door, the code may never have reached the lock.
What to do: click Check batteries on Smart Locks and change a low battery. Make sure the TTLock gateway is plugged in, online and near the lock. Then make a new code (Check 7).
Check 5: Is the guest typing every digit?
If wake-up digits are switched on, the code the guest sees starts with 2 extra digits that wake the keypad. They must type the whole code exactly as shown. If wake-up digits are off and the keypad sleeps, it can miss the first keys pressed.
What to do: ask the guest to type the full code from their guest app. If your keypads sleep, turn on Enable wakeup prefix for smart lock PINs in Settings → Guest portal & online check-in → Smart Lock (it only changes codes made after you save).
Check 6: Is it the right door and the right dates?
The code works only for that guest's room (and the front door, if you have one) and stops at check-out time. If the booking was moved to another room, the guest needs the code for the new room.
What to do: check the room and dates on the booking. For a guest staying longer, give a late check-out or extend the stay on the booking; TIOO sends the guest a new code if one is needed.
Check 7: Make a new code
If nothing above explains it, make a fresh code: on Smart Locks click New code next to the guest (if they're staying now, TIOO sends it to them), or on the booking click Change PIN, then Save Changes.
If the booking says Lock's PIN slots are full, open the TTLock app, remove old passcodes from that lock, then click Retry PIN. If it says PIN generation keeps failing, click Open Setup Help and we'll look at it with you.
Related guides
- How door codes workWhen TIOO makes a guest's door code, when the guest can see it, which doors it opens and when it stops working.
- Give each room its lock, and set the front doorMatch each TTLock lock to the room it opens, choose your front door, and what happens to guests' codes when you change a lock.
- Connect your TTLock accountLink the TTLock app account your locks are in, so TIOO can make door codes and open doors.