A Guest Code Didn't Make It Onto the Lock
If a guest’s code failed to reach the lock, you can push it again yourself from the dashboard. Open the booking, find the access code card, and use the apply button on it. That works the same way regardless of which lock provider you’re on.
Check the lock first
A code almost never fails on its own — it fails because the lock couldn’t be reached. Before reapplying, check whether the lock is online and has battery. If the lock is offline, fix that first, or the reapply will fail the same way. See lock offline.
It may already be fixing itself
When a lock reconnects, GuestsKey automatically retries codes that failed while it was unreachable. So a code that failed during a network blip often recovers on its own once the lock comes back, without you doing anything.
There’s no notification when that succeeds, so if you’re checking after the fact, look at the booking’s code status rather than waiting to hear.
If reapplying doesn’t work
Repeated failures on a lock that’s online and charged usually mean something on the lock or the manufacturer’s side — a full code slot, a lock mid-firmware-update, or an account issue with the lock brand. Check whether other codes on the same lock are also failing. If they are, it’s the lock or the integration, not that one booking.
Make sure the guest can get in
While you’re sorting it out, the guest still needs to enter. If check-in is close, send them a working code directly, or use whatever backup entry you keep for the property. Turning on emergency backup codes for that property handles this automatically next time — it emails the guest a working code when a pre-arrival check finds a problem.
Emergency backup codes are off by default, so if you’ve never enabled them, that safety net isn’t running.