Smart lock codes are generated per rental and expire when the trailer comes back â you never type them in yourself. When a customer says their code did not work, it is almost always one of the following.
1. The trailer's name does not match its Custom Value
This is by far the most common cause. The trailer's name in your system must match its lock's Custom Value exactly â character for character, including capitals and spacing. A single stray space and no code is generated for that rental.
Renamed a trailer recently? Rename it on the lock in the same breath.
Added a new trailer? It needs its own Custom Value before its first booking.
Added a unit to a pool? Pooling does not inherit the main listing's lock â that unit needs its own Custom Value matching its own name.
2. A code was typed into the manual lock code field
The Manual lock code field on a trailer is for combination and padlocks you set yourself. It does not talk to a smart lock.
â ď¸ Never paste a smart lock PIN into that box. It will not open anything, it does not expire, and it goes out to the renter looking exactly as legitimate as a real code. The first you hear of it is a phone call from someone stood at a locked trailer.
If the trailer is on a smart lock, leave that field empty.
3. The code has not been generated yet
Codes are issued as part of the pick-up sequence. If the rental has not reached that point â payment outstanding, agreement unsigned â the message carrying the code has not fired.
đĄ Pro Tip
If one customer's code fails, check that rental. If every customer's code fails on the same trailer, check that trailer's name against its Custom Value â that is the pattern that points at a naming mismatch rather than a one-off.
Still stuck after checking all three? Ask for a person and we will look at the lock directly.