The warning appears on Access codes under the property: Smart lock sync is failing — … (last success 3 days ago). New guests may not be getting fresh keypad codes. The date tells you how long it has been going wrong, and the reason after the dash comes straight from Nuki.
Why it happens
- The Nuki API token has been regenerated or revoked, so every call we make is refused.
- The Smartlock ID saved against that property is wrong or blank, so we are addressing a lock that is not there.
- Nuki refused one particular code. QuietStay only creates a code for an active booking that has a guest surname, valid from the day before arrival to departure — a booking with no surname is skipped rather than failed.
What to do
- Open Settings, then Integrations.
- Check the Smartlock ID box beside that property matches the ID in Nuki Web (your lock, then its ID). Correct it and click away.
- If the ID is right, press Disconnect on Nuki, generate a fresh token in Nuki Web under API, and Connect again.
- Open Access codes and look at the next few arrivals. Anything with no code you can type in yourself, or use the random-codes button, which fills every missing code and emails you the list to programme the lock.
If it keeps failing
Codes already on the lock are not touched by a failed run, and no guest loses access they already had. Reply to any email from QuietStay with the property name and we will read the exact error off your account.