My Member's keys aren't working in their app

This document applies to: Coworking & Workplace

Troubleshooting for a Member's Keys not Working in the Proximity Mobile App:

  • You'll want to make sure that the member has location services turned on and WiFi enabled.
  • You'll want to make sure the member is logged in to the Proximity Mobile App with the correct account. Many members have multiple accounts within the Proximity Network, and may use multiple email addresses. You can check their account at your space, and compare that against the Settings page in their app to make sure they're logged in to the correct account. You can also check the top right corner of the app to see which location they are currently viewing, if it is not your space, they can tap the dropdown and select the appropriate location.
  • Make sure the member has agreed to your space's newest terms of service. If the member has a yellow triangle next to their name in the Member List, they have not. They'll need to log in to the website on a web browser either on their phone or on a computer and it will prompt them to accept the terms.
  • Confirm the member has a membership that grants them access to the door in question.
    • Manage Members/Users > Member/User List > Select the member > Keys tab
  • If the member is not showing keys granted directly to the member or by the membership, you can grant the keys directly to the member, or you can assign a schedule to the membership.
    • Manage Doors > Schedules 
    • Select Edit Schedule and Member Access on the door in question
    • Click the Membership Access tab
  • Have the member Log In to your site and choose "My Keys" from the drop-down next to their avatar. If the key icon is present, this is an issue with their Mobile Device
  • Confirm that the "Latitude" and "Longitude" coordinates of the door have been set up correctly
    • Manage Doors > Manage Settings > Hover over the three dots on the right side of the controller and select Edit > Select the door in question.
    • If no "Latitude" or "Longitude" have been set then the member should be able to unlock the door from anywhere.
  • Confirm that the "Fence" has been set to a reasonable value. (More than 100)
    • Manage Doors > Manage Settings > Hover over the three dots on the right side of the controller and select Edit > Select the door in question.
  • If there is a geo fence latitude and longitude set, confirm that the member is in range of the door and their location services are working correctly.
  • Make sure the member has the newest version of the app downloaded.
  • Restart the app by closing it completely and reopening it.
  • Restart the device.
  • Delete the app and re-download it.

If you're still experiencing issues after going through these troubleshooting steps, please contact Support.