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Smart Lock Troubleshooting

Quick Fix

Start with Refresh Locks, then run Test PIN Generation for one room. This usually takes 2 minutes.

This guide helps you resolve common smart lock issues for Igloohome, TTLock, and Wishome.

Quick reference​

What you seeWhy it happensDo this
"Failed to generate lock code"Vendor connection issue or lock offlineCheck vendor + lock status
PIN generated but doesn't work on lockPIN not synced to lock or bridge offlineVerify PIN in vendor app
"PIN generation failed for all locks" (Smart Lock Setup)Vendor outage or all locks unreachableRe-test after refresh
No locks appear in Smart Lock SetupVendor not linked or no locks syncedRefresh or reconnect
Guest receives the wrong door codeLock mapped to the wrong roomFix room mapping

Code generation failed​

What you see: "Failed to generate lock code" during check-in or a PIN that doesn't work.

Fix:

  1. Verify the lock has battery power and responds in the vendor app.
  2. In AVA, click Refresh Locks.
  3. If the issue persists, reconnect the vendor in Room Access.
  4. If a guest is waiting, issue a manual code from the vendor app or use a physical key.

Generated PINs don't work on locks​

What you see: AVA generates a PIN code successfully, but the PIN doesn't work when guests try to unlock the door.

Fix:

  1. Verify PIN codes match in vendor app:

    • Open your vendor's smart lock app (Igloohome, TTLock, or Wishome)
    • Check if the PIN code shown in the vendor app matches the one AVA generated
    • Look for the same reservation or time period

  2. If PIN codes don't match or aren't showing in the vendor app:

    • For locks without a bridge: Power cycle the lock by removing and reinserting the batteries
    • For locks with a bridge/gateway:
      • Restart the bridge by unplugging it for 30 seconds, then plugging it back in
      • Wait 2-3 minutes for the bridge to reconnect
      • Verify the bridge shows as online in the vendor app
    • After resetting, click Refresh Locks in AVA
    • Try generating a new PIN code

  3. If the issue persists:

    • Check the lock's battery level in the vendor app (low battery can cause sync issues)
    • Ensure the lock has a stable connection to the bridge (if applicable)
    • Verify the lock's firmware is up to date in the vendor app

PIN tests fail in Smart Lock Setup​

What you see: "PIN generation failed for all locks." in Smart Lock Setup.

Fix:

  1. Click Refresh Locks.
  2. Test a single room again with Test PIN Generation.
  3. If all tests fail, reconnect the vendor in Room Access.

No locks appear in Smart Lock Setup​

What you see: Available Devices is empty.

Fix:

  1. Confirm the vendor account is linked.
  2. Click Refresh Locks.
  3. Verify locks appear in the vendor app and match the selected vendor.

Wrong room mapped to lock​

What you see: Guest receives a code for the wrong room.

Fix:

  1. Go to Settings → Room Access.

  2. Scroll to Smart Lock Setup.

  3. Select the room and remove the wrong lock.

  4. Assign the correct lock.

    ✓ The correct lock appears in Assigned Devices.

Igloohome specific issues​

OAuth connection expired​

What you see: Integration shows disconnected.

Fix:

  1. Click Disconnect in Igloohome Locks.
  2. Click Link Account.
  3. Complete OAuth authorization.

Locks not appearing​

Fix:

  1. Confirm locks are assigned to the property in Igloohome.
  2. Return to AVA and click Refresh Locks.

TTLock specific issues​

Login failed​

What you see: "Failed to connect TTLock account."

Fix:

  1. Confirm username and password (case-sensitive).
  2. Verify the account is active in the TTLock app.
  3. Try again after 30 seconds.

Locks not syncing​

Fix:

  1. Open the TTLock mobile app.
  2. Sync each lock by standing near it.
  3. Return to AVA and click Refresh Locks.

Wishome specific issues​

Credentials incomplete or token expired​

What you see: "Wishome credentials incomplete" or a token-expired warning.

Fix:

  1. Re-enter Wishome Account Name and Wishome Password.
  2. Confirm Offline Password Version matches your Wishome setup.
  3. Click Connect Wishome Account.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ All locks show offline despite good connectivity
  • ❌ Vendor credentials are correct but connection fails
  • ❌ PINs fail after multiple retries

Helpful to include:

  • Lock vendor (Igloohome, TTLock, or Wishome)
  • Number of affected locks
  • Error message screenshot