Manage Access Codes

Quick Lookup

Most teams find a code in under a minute using Reservation ID, Guest Name, or Room.

This guide helps you review PINs, QR keys, keycards, and locker access. It also helps you read keycard event history and QR-key history.

Go to: Access Codes

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Quick Reference

Task	Where to click	Result
Find a code	Reservation ID, Guest Name, or Room	Matching codes appear
Filter by status or method	More Filters	List updates with your filters
Show a PIN	Eye icon	PIN is revealed
View a lock ID	Key icon	Lock ID appears in a tooltip
Copy a code	Copy icon	Code copies and shows Copied
Move between pages	Previous or Next	Another page loads
Change page size	10 per page	List refreshes with the new size
Check validity dates	Valid Period column	Start and end times appear
Check time remaining	Status badge	Remaining time appears for active codes
Check job progress	Operation Status badge	Shows whether each smart-lock PIN is pending, partial, successful, failed, or timed out
Review failure details	Access Details	Plain-language keycard errors appear here, with userMessage, errorCode, retriable, vendor, and safe upstream details when available
Review keycard history	Events view	One row appears for each keycard encode attempt
Clear filters	Clear All or Reset All	Default view returns

Find an Access Code

1. Go to Access Codes.

2. Enter a Reservation ID, Guest Name, or Room.

3. Wait a moment for the list to update.

   ✓ Matching codes appear in the list.

Filter the List

1. Click More Filters.

2. Choose one or more filters:

   • Status: Active, Expired, Generation Pending, Partial Success, Generation Failed, Revoked, Superseded
   • Access Method: Smart Lock, Digital Key, Keycard, Locker, ACI
   • Date Range: Start and end dates

3. Click Reset All to clear everything in this panel.

   ✓ The list refreshes with your selections.

Move Between Pages

1. Scroll to the bottom of the list.

2. Click Previous or Next.

3. Open 10 per page and select 10, 25, 50, or 100.

   ✓ The list refreshes with the new page size.

Manage a QR digital key

1. Find the QRLOCK row.

2. Open Manage digital key.

3. Select Issue, Copy guest link, Send, or Withdraw.

4. Use Retry cancellation when a withdrawal is still processing.

5. Select Reissue only after cancellation is confirmed.

   ✓ The modal shows the current key status and reservation-filtered history.

For multi-room reservations, AVA checks the selected room. Issue, reissue, and send remain unavailable for a terminal selected room. The room history and withdrawal controls remain available.

If the guest phone is missing or stale, AVA can reconcile an existing QR key using its saved holder. AVA checks the selected room, stay, mapping, expiry, and withdrawal state before returning that key.

This recovery reuses the existing key. It does not create another QRLOCK card or update the guest's PMS phone number.

Reveal and Copy a PIN

1. Find the row you need.

2. Click the eye icon to reveal the PIN.

3. Click the copy icon.

   ✓ The icon changes to Copied for a moment.

View a Lock ID

1. Find the smart lock row you need.

2. Select the key icon.

   ✓ The Lock ID appears in a tooltip.

Understand Status Labels

Status	What it means	What to do
Active	Code is valid now	Share with the guest
Expired	Validity window has ended	Issue a new code if needed
pending	Smart-lock job is still processing	Wait and refresh before sharing
partial	Some smart-lock steps finished, but the job is not complete	Wait and refresh before sharing
Failed	Provider failed to create the code	Recheck lock setup and try again
Revoked	Code was disabled early	Confirm with a manager before reissuing
Superseded	A newer code replaced this one	Use the most recent code

Use More Filters → Status to find these rows as Generation Pending and Partial Success.

Fresh PINs are checked first

AVA checks newer smart-lock jobs before older backlog entries. Fresh guest PINs should clear sooner than old pending rows. AVA skips expired historical Active rows, even if old bridge fields still exist. Current Active rows stay eligible while their access window is still open. During check-in and lookup refreshes, AVA rechecks pending smart-lock jobs before returning results. AVA also waits at least 2 seconds between provider checks, so one more refresh may still be needed.

Credentials issued before final check-in

AVA can issue a PIN, QR key, or locker credential during room assignment. After final check-in, a successful credential remains attached to the confirmed arrived guest. Refresh the reservation before issuing another credential.

Understand Smart Lock Operation Status

Each smart-lock PIN row shows its own operation chip in the table and mobile card. Use this status when a smart-lock code is still moving through the vendor bridge.

Wait for Ready Status

Do not share a smart-lock PIN until Operation Status shows Successful. pending and partial still mean the access is not fully ready.

Status	What it means	What to do
Pending	AVA is still waiting for the vendor job to finish	Wait a moment, then refresh the page
Successful	AVA confirmed the lock job finished	Share the PIN with the guest
Failed	The vendor job failed	Check the lock connection and try again
Timed out	AVA kept checking, but the job never finished in time	Retry the PIN creation and verify the bridge

Review Timing Details

Use the table to confirm when a code starts, ends, and was created.

Item	Where to look	What it means
Time remaining	Under an Active status badge	Time left before the code expires
Valid Period	Valid Period column	Start and end date/time
Created	Created column	When the code was created

Valid Period column

If the list shows only locker codes, the Valid Period column is hidden.

Property calendar dates

For PMS reservations, AVA keeps arrival and departure dates as property calendar dates. It applies the hotel's timezone when it creates each validity window. This keeps Valid Period aligned with the reservation's local dates.

Review Keycard Event History

Use the Events view when you need an audit trail of keycard encoding attempts.

Display status	What you see	What it means
Encoded	Successful card row	AVA wrote a card for that attempt
Failed	Error details in the row	The card did not encode
Expired	A card past its validity window	The card is no longer valid
Revoked	A revoked card row	The card was disabled early
Superseded	A replacement row	A newer card replaced this one
Created	Encode time in the Created column	When AVA recorded the attempt

Keycard rows only

The default list still groups access codes by reservation. In Events view, keycard rows flatten into one row per attempt. Smart lock and locker rows still show one record per access code.

Opera keycard timestamps

For Opera keycards, the Created time uses the confirmed PMS keyCreationTime. That timestamp matches the successful physical key confirmation. If Opera returns hotel-local validity timestamps, AVA keeps them for confirmation diagnostics.

Normalized failure details

Failed keycard rows now store the structured message first. If the encoder returns false, AVA records KEYCARD_ENCODE_FAILED as a typed failure. You may also see userMessage, errorCode, retriable, vendor, and safe upstream details for support. Use retriable to decide whether a retry is likely to help. HTTP 504 room-access timeouts stay in this path with KEYCARD_VENDOR_TIMEOUT. When you compare a timeout, check the room, key count, and validity window first. That helps separate a real mismatch from a timezone-only confirmation issue.

Fault codes stay visible

AVA keeps room-access faultcode:<value> values in the event message. PII redactions still apply to phone numbers, emails, cards, and tokens. Use the faultcode when you compare vendor incidents.

Digital keys use separate controls

Use Manage digital key for QRLOCK rows. Use Manage PIN for smart locks or Manage Locker Code for lockers.

Access Codes is view-only for PIN, keycard, and locker rows. QRLOCK rows open their dedicated management modal.

Tips

• Locker entries show Locker # and Code instead of a PIN.
• ACI filters assisted check-in access code records.
• All times use the timezone shown at the bottom of the page.
• Keycard rows use the Created column for encode time.
• For Opera keycards, the Created column uses the confirmed PMS timestamp.
• If a room name looks wrong, confirm the room mapping in Rooms.
• Read Access Details directly in the table when you need the plain-language message.

Troubleshooting

Multiple keycard rows

What you see: The same reservation appears several times in Events.

Fix:

1. Check the Display status column.
2. Use the newest Created time.
3. Keep older rows only when you need the audit trail.

No access codes found

What you see: "No access codes found" or an empty list.

Fix:

1. Clear all filters.
2. Search by Reservation ID or Room.
3. Refresh the page.

Copy icon does nothing

What you see: The copy icon does not change to Copied.

Fix:

1. Reveal the PIN first.
2. Try again after granting browser clipboard access.

Status shows Failed

What you see: Status is Failed with an error message.

Fix:

1. Confirm the smart lock integration is connected.
2. Retry PIN creation from the reservation.

Operation status stays pending or partial

What you see: A smart-lock code shows pending or partial after you create it.

Fix:

1. Wait up to 1 minute, then refresh the reservation or Access Codes page.
2. Fresh PINs are checked before older backlog rows, so a new guest code should clear first.
3. If you are on a check-in lookup, AVA rechecks the pending job before showing the result.
4. If the row is already expired, AVA skips it on purpose.
5. If the status changes to Successful, share the PIN.
6. If it stays pending or partial for more than 1 minute on a current stay, retry PIN creation from the reservation.
7. If it changes to Timed out or Failed, check the vendor connection and bridge status before trying again.

Keycard failure message is plain language

What you see: A keycard row shows a short message instead of a raw vendor string. You may also see userMessage, errorCode, retriable, vendor, or safe upstream details.

Fix:

1. Read the short message first.
2. Use the error code, retriable flag, and vendor details when you contact support.
3. Confirm the reservation ID, room, and stay dates are correct.
4. If the room mapping or encoder session is wrong, fix that first.
5. Retry the keycard action after you save the change.

Valid Period column missing

What you see: The Valid Period column is not shown.

Fix:

1. Clear all filters.
2. Confirm you are not viewing locker-only codes.

A QR key action is unavailable

What you see: Issue, Reissue, or Send is unavailable.

Fix:

1. Open the reservation-filtered QR-key history.
2. Confirm the selected room is not terminal in the PMS.
3. Check that the PMS room has a saved QRLOCK mapping.
4. Use Retry cancellation if a previous withdrawal is still processing.

A saved QR key is missing after the guest phone changed

What you see: The guest phone is blank or changed, but a QR key was issued earlier.

Fix:

1. Refresh the reservation after the latest PMS data arrives.

2. Confirm the selected room and stay dates match the QR-key history.

3. Reopen Manage digital key.

4. Use Copy guest link or Send if the existing key appears.

5. Do not issue repeatedly while the status is still loading.

   ✓ AVA can reuse the saved key when its stay and room mapping still match.

Contact support before reissuing if the key remains unavailable. A changed room, stay, mapping, expiry, or withdrawal state may require staff recovery.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Codes do not appear after check-in
• ❌ Status stays Failed after retries
• ❌ You cannot open the Access Codes page

Helpful to include:

• Reservation ID
• Room number
• Screenshot of the status row

Related Guides

• Room Metadata Management
• Set Up QRLOCK Digital Keys
• Smart Lock Problems
• Command Center