Locker Troubleshooting

Quick Fix

Verify the locker assignment first, then re-send the locker code. This takes about 2 minutes.

This guide helps you resolve common locker pickup issues.

Quick reference

What you see	Why it happens	Do this
Guest can’t open locker	Wrong code or stuck locker	Check the locker assignment
Auto-assign says it needs a room assignment	Reservation has no room assigned in the PMS yet	Assign the room first
Auto-assign says stay dates are missing	Check-in or check-out date is missing in the PMS	Fix stay dates
Auto-assign shows "Missing Lock Mapping"	Room is not mapped for room access	Check room mapping
Locker code generation stops with a timezone error	The saved hotel timezone is missing or invalid	Check the hotel timezone
A failed locker code starts working after refresh	AVA retried generation on the next reservation fetch	Refresh the reservation
Locker assignment follows the wrong room	The reservation shares one PMS reference, but AVA keeps each room's locker record separate	Check the room-level reservation ID
Wrong key in locker	Misplaced key or wrong assignment	Verify room-to-locker mapping
All lockers appear assigned	Stale assignments	Clear assignments

Auto-Assign says waiting for room assignment

What you see: Auto-assign results show "Waiting for room assignment" or "Needs room assignment".

Fix:

1. Assign a room to the reservation in your PMS.
2. Wait for the updated room assignment to sync into AVA.
3. Retry auto-assign, or assign a locker manually from the reservation.

Auto-Assign says stay dates are incomplete

What you see: Auto-assign results say stay dates are incomplete or missing.

Fix:

1. Open the reservation in your PMS.
2. Confirm Check-in and Check-out dates are both set.
3. Save changes and wait for AVA to sync.
4. Retry auto-assign.

Auto-Assign shows "Missing Lock Mapping"

What you see: Auto-assign results show "Missing Lock Mapping" or an error with "(404)".

Fix:

1. Confirm the reservation has a room assigned in the PMS.
2. Confirm the room appears correctly in AVA.
3. Recheck your room access setup:
   • Locker grid configuration: Set Up Locker Systems
   • Room list and mapping: Room Metadata Management
4. Retry the assignment.

Guest can’t open locker

What you see: Guest enters the code and the locker does not open.

Fix:

1. Refresh the reservation or reopen it from the reservation lookup if the guest is already checked in.

2. Verify the locker code is correct.

3. Confirm the locker is assigned to the reservation.

4. Check for physical obstructions.

5. Use the manual override if available.

   ✓ AVA retries locker code generation on the next reservation fetch for eligible in-house stays.

Hotel timezone is missing or invalid

What you see: AVA cannot create a locker code after a timezone change.

Fix:

1. Go to Settings → Essentials → Hotel Basic Details.
2. Select a valid Timezone for the property's local time.
3. Click Save and wait for the confirmation message.
4. Refresh the reservation, then generate the locker code again.

AVA uses the newest saved property timezone. It stops safely when no valid timezone is available.

Wrong key in locker

What you see: Guest retrieves a key for another room.

Fix:

1. Check the room-to-locker assignment.
2. Verify housekeeping placed the correct key.
3. Reassign the locker and update the key.

Locker assignment follows the wrong room

What you see: A multi-room reservation gets the wrong locker assignment, or one room shows another room's locker code.

Fix:

1. Open the reservation in your PMS.

2. Confirm each room has its own room-level or sub-reservation ID.

3. Wait for the updated room data to sync into AVA.

4. Re-run the locker assignment for each room.

5. If one room still shows the wrong code, refresh the reservation and try again.

   ✓ Each room should now have its own locker code and assignment.

All lockers appear assigned

What you see: The grid shows only assigned (blue) cells.

Fix:

1. Confirm check-outs are processed in the PMS.
2. In Locker Setup, click Clear Assignments.
3. Retry assignment for new check-ins.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Lockers remain assigned after clearing assignments
• ❌ Guests cannot open lockers across multiple attempts
• ❌ Locker codes are not generated

Helpful to include:

• Locker system type
• Screenshot of the locker grid
• Time the issue started

Related Guides

• Locker Systems Overview
• Set Up Locker Systems
• Locker Guest Instructions