Troubleshooting Missing or Invalid Smart Lock Access Codes

If a customer reports that their smart lock access code is missing or isn't working, there are several checks you can carry out to identify and resolve the issue.

This guide explains how to help customers find and use their access codes, check your smart lock configuration and troubleshoot common access issues.

Start by locating the customer's booking in your Pitchbooking Manager Dashboard.

Check that:

• The booking is for the correct site and facility.

• The booking date and time are correct.

• The booking hasn't been cancelled.

• If the booking is part of a subscription, the relevant subscription booking hasn't been excluded.

Access codes are associated with eligible bookings, so it's important to confirm that the booking is valid and linked to the correct facility.

Please Note: Not every booking type or facility will necessarily have smart lock access enabled.

If a customer contacts you about a missing access code, first check when their booking is scheduled to take place.

If the booking is in the future, advise the customer to check again on their booking day.

If the booking is taking place today and the customer still hasn't received their code, continue with the checks below.

If the customer cannot find their access code, ask them to check the following:

• Booking Details: Ask the customer to open the relevant booking in their Pitchbooking account and look for the Keycodes section, where available.

• Email: Ask them to check their booking emails for access instructions, including their spam or junk folder.

• SMS: If your venue has SMS notifications enabled, ask the customer to check whether they've received a text message containing their code.

Remember that email and SMS are separate notification methods. SMS availability depends on your venue's configuration and the customer's contact information.

Please Note: A generated access code doesn't necessarily mean the customer has received it. Similarly, a notification being sent doesn't confirm that the code will work at the physical lock.

If you cannot confirm whether a code has been generated or delivered, contact Pitchbooking Support or your Account Manager, directly.

If the customer has received an access code but the lock isn't accepting it, there are a few simple checks you can ask them to complete.

Ask the customer to:

• Check the Code: Enter every character exactly as displayed, including any special characters.

• Check the Booking Date: Make sure they're using the code for the correct booking date and facility.

• Check the Entrance: Confirm they're using the correct door or gate associated with their booking.

• Check the Access Time: Make sure they're attempting to enter during the permitted access window.

• Follow Venue Instructions: Check that they're following any additional instructions you've provided for using the physical lock.

For Recurring Bookings and Subscriptions

Customers with recurring bookings may receive a different access code for each booking occurrence.

If a regular customer reports that their usual code has stopped working, ask them to check the latest booking-day email, SMS or Keycodes section for their current code.

An access code from a previous week should not be relied upon for a later booking.

If the booking details are correct but the customer still cannot access the facility, check that the lock is correctly configured.

Log in to your Pitchbooking Manager Dashboard and navigate to Lock Control.

Find the relevant Codelocks device and check that it is linked to:

• The correct site.

• The exact facility or sub-facility associated with the customer's booking.

If the device displays Facilities: None, this means it hasn't been linked to any facilities and won't be associated with bookings for facility access.

Please Note: Selecting a site does not automatically link the lock to every facility at that location. You must select the individual facilities or sub-facilities that the lock should provide access to.

If the device is linked to the wrong facility, update the configuration and test it before relying on access codes for further bookings.

If the customer has received a code but it isn't working at the expected time, check the access window configured for the lock.

In Lock Control, find the relevant device and click Edit Device.

Review the following settings:

Offset On – When Access Begins

This determines when the customer's access code becomes active in relation to their booking start time.

For example, if a booking starts at 6:00pm and Offset On is set to +15 minutes, the intended access window begins at 5:45pm.

Offset Off – When Access Ends

This determines when the customer's access code expires in relation to their booking end time.

For example, if a booking finishes at 7:00pm and Offset Off is set to +15 minutes, the intended access window ends at 7:15pm.

After this time, the customer should no longer be able to use that code to gain entry.

However, customers already inside can still leave normally where your venue allows exit without entering an access code.

Please Note: The exact timing can depend on the Codelocks device and its configuration. If access times appear incorrect or shifted, contact Pitchbooking Support to check the device's timezone configuration.

If the booking, access code and device configuration all appear correct, the issue may relate to the physical lock itself.

Check that:

• The customer is attempting to use the correct entrance.

• The physical lock is functioning as expected.

• The lock has been correctly installed and configured.

• Any venue-specific access instructions are being followed.

If the customer is on site, ask them to confirm what happens when they enter the code. For example, whether the lock rejects the code or whether the code appears to be accepted but the door or gate doesn't open.

This information can help you identify whether the issue relates to the access code or the physical device.

Where possible, arrange for the lock to be tested on site.

Please Note: Your Pitchbooking Manager Dashboard should not be treated as confirmation that the physical lock is currently functioning. Your venue remains responsible for maintaining the physical device and ensuring customers can access the facility safely.

If the physical lock is not working, you may need to contact Codelocks directly.

If you've completed the checks above and still cannot identify the problem, contact Pitchbooking Support or your Account Manager.

To help us investigate, please provide:

• Booking Reference: The reference number associated with the affected booking.

• Facility: The name of the relevant facility or sub-facility.

• Booking Date & Time: The scheduled booking date and time at your venue.

• Issue Description: A brief explanation of what happened.

It's particularly helpful to confirm whether:

• The access code was missing from the booking.

• The customer didn't receive their email or SMS notification.

• The customer received a code, but the physical lock rejected it.

• The access code worked at an unexpected time.

• The physical lock appeared to accept the code, but the door or gate didn't open.

This information will help us identify whether the issue relates to the booking, code generation, notification delivery or physical lock configuration.

Important: Never include master codes, device credentials or customer access codes in public messages or unsecured communications.