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

Trouble Shooting for a Member's Keys not Working in App:

  • You'll want to make sure that the member has location services turned on. 
  • You'll want the member to do is make sure they're logged in to the correct account. Many members have multiple accounts within the Proximity Network. You can check their account at your space, then compare that against the Settings page in their app to make sure they're logged in to the correct account.
  • 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 > Member 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 > Manage > Schedules 
    • Select Edit Schedule on the door in question
    • Click the Membership Access tab
  • Confirm that the "Latitude" and "Longitude" coordinates of the door have been set up correctly
    • Manage Doors > Manage > 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 > 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 out of 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.

ER 5.10.21