Manage Access Users/Guests and Door Access Video Explanation:

Access Users/Guests Explanation Video:

Denied Access Codes: Common Causes and Troubleshooting:

The Access section is used for the management of all Access Users & Guest Users.


Access & Guest User creation can be initiated from the dashboard, an individual lock's management page, or via the 'Access' tab. 

Access Users can be viewed separately from Access Guests in order to provide a clear distinction between users that are given long-term access (Access Users) and those with temporary access (Access Guests). They are also differentiated by an icon with a clock (guests) or an icon without a clock (users).

From the Access tab, you can Add Access Guests, Add Access Users, Edit and Delete current Access Guests and Users, View current Access credential information, Search, and Filter your results to narrow your view. 

You can filter your view by guest type: 'all' 'users' or 'guests'. The 'ResortLock Guests' type applies only to those who have ResortLocks.  Additional filters are available to display 'Active', 'Deactivated', 'Upcoming', and 'Expired' access users and guests. An 'active' guest will have a code currently assigned to the lock,  and will work only through their start and end dates/times. This guest will become 'expired' the day after their code stops being valid. 'Deactivated' pertains to a guest or user without any current access.

Please reference the screenshot below to add or remove a filter.


  • To Edit: click the pencil icon right of the Access User row to edit the user's information (name and email) and credentials (pin and card #).
  • To Delete: click on the trash icon to delete an Access User.
  • To View: Click on the user's name to view the Access User and add/or modify their existing access. This will bring up the Access User Management view covered below.

Access Schedules and Access Exceptions can also be created in the Access sub-tabs to limit access to specific days of the week and hours of the day.

A calendar overview of your guest access can be viewed with the 'Guest Calendar' sub-tab. 

Access Users and Guests

The Access Users tab shows the list of all Access Users/Guests in the account and provides the ability to add additional Access Users/Guests, edit, and delete current Access Users/Guests.

Add Access User 

Create Access Users to provide individuals with pin codes or card credentials to doors and locks. To add a new access user, click on the Add User button. To add a new access guest (which will have start and end dates/times), click on the Add Guest button. 


Access User or Guest Information

Enter the Access User's information.

  • Name: Enter a name for the Access User. Can be just the first name, or first and last. 
  • Email: If you enter an email address for the user, an email will be sent with the Access User credentials to the email specified. If any changes are made to the access user, a new email will be triggered with the updated credential.
  • Pin: For WiFi door locks and pin pads, enter a pin # for the Access User that is between 4 - 10 digits in length. All pin numbers must be unique in the account. For a randomized Pin, click the 'wand' button next to the 'Pin' field. 
  • Card Number: Does not apply to all lock models. If the Access User will be given a prox card to access a door with a prox card reader (via the ACS system or another lock with prox card reader), enter the card number here. This field will not appear for pin code only locks and users.

Door Access

After entering the User's information, select the type of Door Access to provide.

  • Entire Location: Click on the Location radial button in order to provide the Access User access to all of the locks and doors associated with a particular location. Once the Location radial button is selected, click on the Location drop-down below to select the specific Location for access. The user's credentials will then be sent to all locks for that property.
  • Door Group: Select the Door Group radial button to provide access to a specific group of locks and doors. Then select the specific Door Group in the drop-down below. Door Groups must be created prior to this assignment and can be created by going to the Devices main menu, then select Door Groups.
  • Individual Door: Select the Lock radial button to provide access to an individual door lock. Then select the specific lock in the drop-down below.
  • ACS Reader: If you have an account with the Building Access Control System module (ACS), there will be an option to select the ACS Reader radial button. This allows assigning access to an individual ACS door. After clicking the ACS Reader radial button, select the specific door from the drop-down below.

Access Schedule

Finally, an Access Schedule can be selected from the Access schedule drop-down at the bottom of the Access User Screen. Access Schedules are used to limit a users access to the doors & locks they are given access to. For example, an employer may create a schedule for Monday - Friday from 9 AM to 5 PM each day. Selecting this schedule for the Access User would send this schedule to the lock as part of their credential. When this user's pin number is entered on the lock, the door will only unlock if within the parameters of the schedule.

If providing access to an entire location or group of locks, the schedule that is selected will be sent to all locks and doors within the location or group.

Access Schedules must be created prior to the Access Schedule selection and can be created by going to the Access User main menu, then selecting the Schedules tab.

Note: Access Users that are created without an access schedule will automatically be granted 24/7 access. 

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Access User Conflict Handling

With the ability to assign Access Users to Properties, Groups, individual Locks or multiple Groups within a Location, there is the potential for conflicts to arise. The system has a hierarchy for dealing with conflicts according to the following levels:

  • Top Level: Location
  • Mid Level: Groups
  • Bottom Level: Individual Devices

Access Conflicts

For Access rights, the top level access grant rules.

For example, a user may be given access to an individual lock by being granted access to the Location it is assigned to, then also a group it is assigned to, and then the individual lock itself. If access is later removed to the individual lock grant, the user will still have access because they have access provided to the group. If the grant to the group is later removed, the user will still have access because they still have the Location grant.

PIN CONFLICT - This is an indication that another user or guest has an active pin code with the same sequence. Please change the pin for one of the users to resolve the error.

Schedule Conflicts

For Access Schedules, the bottom level rules.

For example, suppose a user is given access to an individual lock along with an access schedule by being granted access to a Location that lock is associated with. If this same access user is later granted access to a group containing this same lock with a different Access Schedule, the user credential will be updated on this lock with the new access schedule from the group access grant.

Group Conflicts

For Group conflicts, the last action/save rules.

For example, suppose a user is given access to an individual lock along with an access schedule by being granted access to a group. Then later, suppose this same individual is granted access to a group with a different access schedule and this door group has that same individual lock in it from the previous group. The access on this individual lock is now in conflict. In this case, the system will use the most recent access grant (and its schedule) to resolve the conflict.

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Access Guest and Access User Detail

The Access User and Guest Management views provide complete management of an Access User or Guest, including the ability to modify their information, credentials, Door Access and view their Access Events.


User or Guest Information

At the top of the screen is the user's information including Name, Email, Pin, and Card number (if applicable). To edit the User Information, click on the edit icon (pencil icon) to change or update the user's information.

Door Access List

The Door Access list shows all access currently granted to the user. To add new access, click on Add Door Access and follow the instructions above for Add Access User.

Each access granted in the list is accompanied by a logo to show the type of access granted.

  • Location Access: Gives the User access to all of the locks and doors associated with a particular location. The user's credentials are then sent to all locks assigned to that Location. If a new lock is added to the Location, the Access User will be automatically added to the new lock.
  • Door Group: Provides access to a specific group of locks and doors. If a new lock is added to the Group, the Access User will be automatically added to the new lock.
  • Individual Lock: Provides access to an individual door lock.
  • ACS Reader: If you have an account with the Building Access Control System module (ACS), this selection will provide access to an individual ACS door.

Edit/Remove Door Access Existing access can be removed by clicking on the trash icon. Existing access can be edited by clicking on the pencil icon. When editing existing access, only the access schedule can be changed. If needing to edit access to the existing lock, group or location, simply delete that access and add the new lock, group or location.



The Events tab shows all access attempts made with the specific user's credentials: the time the attempt was made ('Occurred At'), the door or lock it was made on (Device), and the result of the access attempt (Type = Unlocked or Access Denied). The events will also show the time at which this user synced on a specific device. 

For WiFi door locks with the Wake Wifi on Keypress setting enabled (it is enabled by default), events should appear on this view within 5-10 seconds after the event takes place on the lock.


Alerts/Notifications can be set up for an Access User/Guest can either be set up here from the Access User/Guest management page, or from the global Notifications manager section.


In order to receive a notification when an Access User/Guest unlocks a door, account managers need to set up contact information to receive notifications to a particular event. Contact information can be an email address or cell phone number where the notification is sent.

Before a notification can be set, contact information (email addresses or phone numbers) must be previously set up in the "CONTACTS" section of the main Notifications section (Advanced > Notifications > Contacts > Add Contact).

Add Notification

To set up a notification when the Access User uses their credential to unlock a door, click on the Add Notification button in the Notifications tab of Access (under Events).

In the pop-up screen, select the type of notification (text message, email, or webhook), then select the event type to be notified of. Click on the event type Access Granted, then Create.

Now when this access user unlocks any door they are given access to, a Notification will be sent to the contact of your choosing.

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