Overview
Backup codes are pre-configured access codes that automatically replace failed guest codes—no manual intervention needed.
Two ways codes get replaced:
Automated replacement - When a code fails after check-in and multiple install attempts have been made, the system automatically offers guests a working backup code
Guest-initiated replacement - Guests can click "My code is not working" in their portal (after check-in time) to swap to a backup code themselves
Each lock maintains at least three active backup codes at all times, ready to use when needed.
Property Manager View
In your lock in SuiteOp you will now see 3 "Unused" backup codes at all times. These are used as the replacement codes should a reservation code not activate at check-in.
If a backup code is used on a reservation, either automatically or by guest request, you'll see the new code in the Smart access section with the label "Synced Backup Code":
Guest View
Guests receive backup codes in two ways—both happen automatically after check-in time:
1. System detects the problem
Guest's code fails
System automatically offers a swap to a backup code
Guest accepts and receives new code instantly
2. Guest reports the problem
Guest clicks "My code is not working" in their portal
System shows their codes (highlights any with "Failed" status)
Guest selects the problematic code
System swaps to backup code instantly
New code displays
Additional Details
Assigning to Reservations
If a guest's code fails, you can manually assign a backup code:
From Lock Settings:
Click Manage Backup Code
Select Share code > Reservation
Choose the reservation
Click Confirm
From Reservation Details:
Go to the reservation with the failed code
Scroll to the Smart Access section
Disable Auto-schedule using the check box on the right
Click Import code
Click Select from Backup Code
Choose the lock and backup code
Click Assign Code
Note: In most cases, the system handles this automatically—you only need to intervene if automated replacement doesn't resolve the issue.
Controlling Shareability
Manually created codes - Not shareable with reservations by default (prevents contractor codes from going to guests)
Auto-provisioned codes - Shareable with reservations by default
You can toggle shareability for any code in the Manage Backup Code menu.
Sharing with Contractors or Staff
Need to give temporary access to a contractor or cleaning crew?
Click Manage Backup Code
Select Share Code > Manual Share
Add a note (e.g., "Contractor - John Smith")
Set an expiration date
Click Confirm
The code will automatically expire after the date you set.
When Self-Service Isn't Available
The "My code is not working" button disappears when:
All codes have been switched to backup codes
Codes were just changed and need time to sync
Prior to check-in time the button will display, but not allow a change request
At this point, guests should contact you directly.
How Backup Codes Are Maintained
Daily automated maintenance:
Top-up - If a device has fewer than 3 active, unused backup codes, the system creates exactly the number needed to reach 3 (creation happens before deletion)
Cleanup - Used backup codes are removed only when their expiration date passes. Expiration is determined by the latest of:
Manual share expiration dates
Checkout dates of linked reservations
Safety checks - Backup codes that aren't "Active" 48 hours after installation attempt are automatically deleted
Key principles:
New backups are always created before any deletions
Inventory never drops below three codes
Daily cycle is safe to run repeatedly and only acts when needed
Automated Replacement Triggers
The system automatically offers backup code replacement when ALL criteria are met:
Code status changes to "Failed"
Reservation's check-in time has passed
Multiple installation attempts have already been made
An unused backup code is available for the device
Guest-Initiated Replacement Requirements
Guests can request replacement when:
Current time is after the reservation's check-in time
The code is associated with an online-connected lock
The code hasn't been recently changed
The code is not already a backup code
Code Eligibility Rules
Eligible for replacement:
Codes with "Failed" status
Codes on online-connected locks
Codes that haven't been recently changed
Codes after check-in time has passed
NOT eligible for replacement:
Backup codes already active (pre-tested and verified)
Codes for offline locks (can't receive remote updates)
Codes before check-in time (time-gated protection)
Recently changed codes (need sync time)
Multi-Code Handling
When a reservation has multiple locks:
Automated flow can replace all failed codes simultaneously
Guest-initiated flow allows sequential replacement of each eligible code
System auto-selects if only one code is eligible
"My code is not working" button hides when all codes are resolved
Shareability Defaults and Controls
Default settings:
Manually created backup codes: NOT shareable with reservations
Automatically provisioned codes: Shareable with reservations
Toggle restrictions:
Cannot disable shareability while code is assigned to active reservations
Prevents accidental removal of codes guests are using
When Property Managers Should Intervene
The system handles most failures automatically, but manual intervention is needed when:
Guest contacts you after exhausting self-service options
Multiple codes failing for same property (potential lock malfunction)
Lock shows offline and guest cannot access
Replacement backup code also fails
Patterns of failures across multiple reservations indicate systemic issues
Troubleshooting steps: Refer to Troubleshooting Smart Locks article for detailed support procedures.