I am writing to request technical support regarding an issue with the Schlage entry codes generated for my guests.
Currently, the system initially sets the access code as the last four digits of the guest's phone number. However, prior to the scheduled check-in, guests receive an automated message stating that a problem occurred and a new, different code has been assigned.
Could you please explain why these codes are being changed and how I can ensure the original code remains active? This inconsistency is causing confusion for guests during the check-in process.
Answered
Schlage codes updating?
Best answer by Kristijan Laco
Hi
Thanks for reaching out about the entry code changes, I completely understand how this could cause confusion for your guests, and I’m happy to clarify what’s happening.
I looked into your case, and the reason the code was changed is that the original code (based on the last four digits of the guest’s phone number) was not successfully confirmed by the Schlage lock. In other words, the lock did not report back that the code had been properly set. To this date we still don’t have that confirmation.
When this happens, our Backup Code feature automatically activates. This feature generates and sends a new code to ensure your guest can still access the property without disruption. The backup code is only triggered when we detect an issue with the original code and it’s designed as a safeguard to prevent lockouts.
You do have the option to customize your backup code message here, or disable the feature entirely if you prefer (though we generally don’t recommend disabling it, as it helps protect the guest experience in situations like this).
We also have a helpful article that explains in more detail how backup codes work.
+7- Hospitable Team Member
- Answer
Hi
Thanks for reaching out about the entry code changes, I completely understand how this could cause confusion for your guests, and I’m happy to clarify what’s happening.
I looked into your case, and the reason the code was changed is that the original code (based on the last four digits of the guest’s phone number) was not successfully confirmed by the Schlage lock. In other words, the lock did not report back that the code had been properly set. To this date we still don’t have that confirmation.
When this happens, our Backup Code feature automatically activates. This feature generates and sends a new code to ensure your guest can still access the property without disruption. The backup code is only triggered when we detect an issue with the original code and it’s designed as a safeguard to prevent lockouts.
You do have the option to customize your backup code message here, or disable the feature entirely if you prefer (though we generally don’t recommend disabling it, as it helps protect the guest experience in situations like this).
We also have a helpful article that explains in more detail how backup codes work.
+4
I do recommend setting a custom message to help the guest in case the original code did work. We currently have
Oh darn, we may have encountered an issue while setting your code on the lock. No need to worry! You can try your original code provided earlier %smartlock_code% and if it doesn't work, this is the backup instead: %smartlock_backup_code%
+7- Hospitable Team Member
I do recommend setting a custom message to help the guest in case the original code did work. We currently have
Oh darn, we may have encountered an issue while setting your code on the lock. No need to worry! You can try your original code provided earlier %smartlock_code% and if it doesn't work, this is the backup instead: %smartlock_backup_code%
You’re right, Anthony. We’re waiting on their official incident report, and we’ll share more as soon as it’s available.
Same issue for me. This is sent to every guest. I know it is working because the lock is integrated into Air BnB. It is populating there any many guests reported using the original code without issue.
+4FWIW
I do recommend setting a custom message to help the guest in case the original code did work. We currently have
Oh darn, we may have encountered an issue while setting your code on the lock. No need to worry! You can try your original code provided earlier %smartlock_code% and if it doesn't work, this is the backup instead: %smartlock_backup_code%
You’re right, Anthony. We’re waiting on their official incident report, and we’ll share more as soon as it’s available.
I took a look back at when this started.
I had no issues in 2025. First one sent on Jan 02 and its been sent to every guest on 14 reservations this year. Its not platform specific either as I've had reservations from VRBO, AirBnB and Booking.com.
I do recommend setting a custom message to help the guest in case the original code did work. We currently have
Oh darn, we may have encountered an issue while setting your code on the lock. No need to worry! You can try your original code provided earlier %smartlock_code% and if it doesn't work, this is the backup instead: %smartlock_backup_code%
You’re right, Anthony. We’re waiting on their official incident report, and we’ll share more as soon as it’s available.
This still remains unchanged. Every booking this year recieves this redundant message.
Amy updates?
+7- Hospitable Team Member
I do recommend setting a custom message to help the guest in case the original code did work. We currently have
Oh darn, we may have encountered an issue while setting your code on the lock. No need to worry! You can try your original code provided earlier %smartlock_code% and if it doesn't work, this is the backup instead: %smartlock_backup_code%
You’re right, Anthony. We’re waiting on their official incident report, and we’ll share more as soon as it’s available.
This still remains unchanged. Every booking this year recieves this redundant message.
Amy updates?
Hi
I’ve reviewed your account and noticed that none of your check-in messages currently include the %smartlock_code% shortcode. Because of that, the backup code message continues to trigger, as our system detects that the door code has not been shared with the guest.
At the moment, your check-in message only states:
"A unique door code will be sent prior to your arrival."
You have two options:
-
Add
%smartlock_code%to your existing check-in message. -
Create a separate ruleset dedicated to only sharing the door code. This message must be scheduled before check-in and include the
%smartlock_code%shortcode.
The easiest solution is Option 1. It's perfectly fine for the code to be included in your check-in message because the smart lock code is scheduled and will only become active at the guest's check-in time.
Let me know if you’d like help setting this up.
I do recommend setting a custom message to help the guest in case the original code did work. We currently have
Oh darn, we may have encountered an issue while setting your code on the lock. No need to worry! You can try your original code provided earlier %smartlock_code% and if it doesn't work, this is the backup instead: %smartlock_backup_code%
You’re right, Anthony. We’re waiting on their official incident report, and we’ll share more as soon as it’s available.
This still remains unchanged. Every booking this year recieves this redundant message.
Amy updates?
Hi
I’ve reviewed your account and noticed that none of your check-in messages currently include the %smartlock_code% shortcode. Because of that, the backup code message continues to trigger, as our system detects that the door code has not been shared with the guest.
At the moment, your check-in message only states:
"A unique door code will be sent prior to your arrival."
You have two options:
-
Add
%smartlock_code%to your existing check-in message. -
Create a separate ruleset dedicated to only sharing the door code. This message must be scheduled before check-in and include the
%smartlock_code%shortcode.
The easiest solution is Option 1. It's perfectly fine for the code to be included in your check-in message because the smart lock code is scheduled and will only become active at the guest's check-in time.
Let me know if you’d like help setting this up.
Hey Kristijan,
I did add the Smartlock code to my current automations and it never made any difference. It continues to send arbitrary emergency codes to every single guest despite the message before including an actual Smartlock code.
Any insights?
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