How to Connect Akia to RemoteLock
- Log into Akia
- Click on your profile picture and click on the Integrations tab
- Install the RemoteLock app - https://sys.akia.ai/integrations/apps/remotelock
- If you're not logged into RemoteLock already, it will prompt you to log in
- Install the RemoteLock - Middleware app - https://sys.akia.ai/integrations/apps/remote_lock
- You should be logged into Akia already so you just need to authorize access
- Click on Settings on the RemoteLock page after you have installed it to configure your message to the guest and the door code length if applicable
- If you decide to edit the verbiage of the message, make sure you include customer.key_code__c_remotelock so the guest receives their RemoteLock key code
Akia Tip: Make sure the name of your doors in RemoteLock is the exact same as how they appear in Akia, or else the codes might not generate. For example, if your door in RemoteLock is labeled “Room 20 West” but in Akia, the room number shows as “Room 20 W,” the code won’t generate since the door names are different.
Does Akia Support RemoteLock Door Groups?
Yes! Akia can issue a code for a door group; however, similar to the device names, the name of the door group would need to match the room number Akia gets from your PMS.
If your room number is “201 - Queen Ocean View,” the door group in RemoteLock would need to be “201 - Queen Ocean View.” Each individual device should be named differently to not conflict with this mapping (e.g. “201 - Front door” and “201 - Balcony”) since we prioritize mapping room numbers to device names over the group names.
How to Automatically Issue RemoteLock Code to Guests
Video Guide
- Install RemoteLock
- Go to Automation and click + Scheduled Action and select which action you want the code to issue on (ex at a scheduled time or when the room is marked as ready)
- Declare any conditions for the code to generate and then select “RemoteLock Issue Code” for the action
- Hit Ok and Start to have the code automatically generate starting the next day
How to Manually Issue Door Codes
- Once the configuration by Akia has been completed, you will see a new component under the guest's profile that will allow you to issue a new code to the guest.
- By clicking on Issue New Code, Akia will automatically generate a new access code to the guest's assigned room during the length of their stay.
- Once a code has been issued, the guest will receive a text message notifying them of the access code.
- If there is a need to remove the guest access to the room, you can simply click the Revoke button for the guest.
How to Add Common Door Functionality
By doing this, you will define the common doors as “child doors” in a group and assign that group to the “parent door” (the room door), which will allow the guest to use their room door code for any of the common doors.
For example, the parent door can be room 1, and the child group would be the main gate, gym, pool, etc. When you give your guest their room code (e.g. 1234), that code will also work for all child doors in the group as well.
Common Issues
- The RemoteLock widget has the message “sys.akia.ai refused to connect.”
- Please make sure you’re accessing Akia on sys.akia.ai and not sys.akia.com. Some third-party widgets do not work on the sys.akia.com domain.
- No reservation shows/can be selected in the RemoteLock widget
- Please uninstall and reinstall the RemoteLock app in Akia here: https://sys.akia.ai/integrations/apps/remotelock
- Alternate Solution: In the RemoteLock settings page, if you have multiple locations under the hotel mapping dropdown, click the X in the dropdown to unselect a specific location. Doing so allows Akia to automatically match the room with the device from RemoteLock.
- Error “Unable to issue mobile key. Requirements not met.”
- Please ensure you have authorized the RemoteLock connection here: link
- We need the guest to either have a phone number or email address in order to issue the mobile key. Please check that the guest has either of those things.
- Error: “Unable to create a code for the guest”
- For security, RemoteLock prevents the same code to be active for multiple people at the same time. If you have configured RemoteLock to issue the code based on the guest’s last 4 digits of their phone number, but another guest has the same last 4 digits, the code will not be issued for the later guest.
- Solution: Uncheck “Use Last 4 Digits of Phone Number” and have RemoteLock default to using a random 4-digit code
- Error: “Unable to issue mobile key. Cannot find room ___”
- Ensure the room name that shows up in Akia matches the device/location name in RemoteLock - please check for any extra spaces, capitalization, formatting, etc.
- Error: “Unable to issue mobile key. Cannot create guest access for customer (____)”
- Akia only generates 4 or 5 digit pin codes, please check your RemoteLock account settings to ensure that your property allows 4 or 5 digit codes, and nothing greater.
- The code isn’t sending via WhatsApp
- You will need to create a WhatsApp template with the exact same verbiage as your RemoteLock message for it to send to international numbers
- Note, if you end the RemoteLock message with a token, customer.key_code__c_remotelock, you will need to have some text afterward (”Thank you” or “Let us know if you have any questions”) in both messages in order for the WhatsApp template to be approved