How Smart Lock Access Codes Are Generated and Shared

Access codes are generated for eligible bookings where the relevant smart lock has been correctly configured and linked to the facility.

This guide explains when access codes are generated, how customers receive them and how they work for standard and recurring bookings.

When a customer makes a booking for a facility connected to a compatible smart lock, Pitchbooking can generate an access code for that booking.

The code allows the customer to enter the relevant facility during the access window configured for the lock.

There are two important stages to this process:

• Code Generation: Pitchbooking prepares an access code for an eligible booking.

• Code Delivery: The customer receives their access code through the relevant booking communication.

Please Note: Receiving a booking confirmation does not necessarily mean an access code has already been generated or sent. Access codes may be prepared in advance and shared closer to the booking time.

For standard, one-off bookings, customers will receive an access code for their eligible booking.

If a customer books a facility several days or weeks in advance, their access code may not be available immediately.

Pitchbooking can prepare the code ahead of time and hold it until the day of the booking before sharing it with the customer.

Once the code has been sent, customers can find it in:

• Booking Communications: The relevant email or SMS containing their access details.

• Booking Details: The Keycodes section of their booking, where this feature is available.

For example, if a customer books a 3G pitch for Friday evening, they may receive their booking confirmation when they make the reservation, followed by their access code on Friday.

The customer can then use the code to access the facility during the permitted access window.

For customers with recurring bookings or subscriptions, access codes work slightly differently.

Rather than using one permanent access code for the entire subscription, Pitchbooking generates codes for eligible individual booking occurrences.

This means a customer attending the same facility every week may receive a different access code for each booking.

For example:

• Week 1: The customer receives an access code for their first Monday booking.

• Week 2: A code is provided for their next Monday booking.

• Week 3: The customer uses the latest code issued for that week's booking.

Customers should always refer to the latest booking-day communication or the current code displayed in their booking details.

Please Note: Customers should not assume that an access code from a previous week will work for a future booking.

Pitchbooking can share access codes through different communication channels, depending on your venue's configuration.

Email Notifications

Customers can receive their access codes through the relevant booking email.

This allows them to check their access details before arriving at the facility.

SMS Notifications

Where SMS notifications are enabled, customers may also receive their access codes by text message.

SMS delivery depends on the venue's configuration and the customer's contact information.

Booking Details

Where available, customers can also view their access code in the Keycodes section of the relevant booking.

Please Note: Email and SMS are separate notification methods. Not every venue will have both options enabled.

Once a customer receives their code, they can use it at the relevant Codelocks device to access the facility.

Customers should:

1. Open the latest access code notification or the Keycodes section of their booking.

2. Check that the code relates to the correct booking date and facility.

3. Enter the code into the physical lock exactly as displayed, including any special characters.

4. Follow any additional access instructions provided by the venue.

The code will only be intended for use during the access window configured for that lock.

If a customer cannot find their access code, they should first check the relevant booking communications and their booking details, where available.

If the code is still missing, they should contact the venue and provide:

• The booking date and time.

• The facility they have booked.

• The name or booking reference associated with their reservation.

The venue can then investigate whether the correct smart lock has been configured and linked to the facility.

If a customer has received a code but it does not work, the venue should check the device configuration and access window before relying on the code.

Please Note: Not every facility or booking type will necessarily have smart lock access enabled. Access codes are only available for eligible bookings associated with a correctly configured device.