Occasionally, customers may encounter issues using the app. These are usually easily resolved. The below points address the most common customer questions related to the Noke app.
Password Forgotten
If the customer has forgotten their password, they can reset it within the Noke app as below:
Facility Access
If the customer is having issues accessing your facility, check the following:
Ensure the customer is fully logged in to the app.
Ensure the customer is accessing during opening hours. (Noke will set access hours to match your opening hours during installation)
Ensure the customer has Bluetooth switched on on their device. Location services also need to be on. (This will usually be automatically on for all devices used for Google Maps etc)
Ensure the customer is physically near the entrance door/unit when trying to open the entrance/unit. (i.e. Check they are in the range of the Bluetooth devices.)
Ensure the customer has internet connectivity. They may need the WiFi password for your site (if applicable).
If the app is unresponsive or freezes, ask the customer to log out and log back into the app.
The customer hasn't received their initial Noke text message
When the unit is assigned in Stora for the first time, the customer will get a text message with a link to the app and an initial login code. They then set the password themselves. Occasionally, the mobile number is entered incorrectly at booking, which means the customer won't get a text.
1) Firstly, correct the number in Stora. If this does not generate a text message to the customer, then follow step 2. (To correct the phone number, click on the customer name and then "Edit Contact". Update the phone number and then select "Update Contact" at the bottom of the page to save.)
2) Deallocate and re-allocate the unit to initiate a new sync with Noke, which will trigger the text to the new number.
If the number is correct:
With the customer details correct in Stora, the customer can do a password reset using the Noke app to gain access. They can download the app from the App Store or Google play store if not already done. It is titled "Storage Smart Entry by Noke". Links provided below:
Install Noke for Apple
Install Noke for Google Play
Further Issues
If you experience further issues with any onsite Noke equipment or unexpected errors in the app, then contact your Noke representative or nokesupport@januseurope.com.