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Why Aren't Door Codes Being Sent in Guest Messages?

Troubleshooting steps to take when door codes aren't included in your arrival instructions to guests.

Written by Sam Dundas

Common Causes

If your guests aren't receiving door codes in their arrival instructions, it's typically caused by one of the following:

  • PMS connection issue: If your Uplisting or PMS connection has expired, Besty can't pull door code data. Check for the yellow reconnection banner on your dashboard and re-authenticate if needed.

  • Smart lock integration not synced: If you use a smart lock (like Schlage, August, or RemoteLock), the integration may need to be refreshed.

  • Door code not set in your PMS: Make sure the door code is actually assigned to the reservation in your PMS or lock management system.

  • Message template issue: Your arrival message template may not include the door code variable.

Steps to Troubleshoot

  1. Check your dashboard for any yellow banners indicating a connection issue

  2. Verify the door code is assigned to the guest's reservation in your PMS or lock management system

  3. Check your message templates to confirm the door code field is included

  4. If everything looks correct, contact our team with the affected guest's name so we can investigate directly

Need Immediate Help?

If a guest is arriving soon and doesn't have a door code, contact us immediately via chat or at support@getbesty.ai with the guest's name and we'll help resolve it as quickly as possible.

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