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Smart Lock Troubleshooting

Quick Fix

Start with Refresh Locks, then run Test PIN Generation for one room. This usually takes 2 minutes.

This guide helps you resolve common smart lock issues for Igloohome, TTLock, and Wishome.

Room-specific PINs

AVA ties each PIN to the PMS room on the reservation. For non-Opera PMS setups, AVA uses the room's own confirmation number for smart-lock access. If the guest changes rooms, wait for sync and generate a new PIN. For multi-room bookings, each room uses its own sub-reservation or room-level ID. That keeps bulk PIN generation tied to the correct room.

Quick reference​

What you seeWhy it happensDo this
"Failed to generate lock code"Vendor connection issue or lock offlineCheck vendor + lock status
Manage PIN is disabledRoom is not assigned yet, room data has not synced, or the room is not mapped to a lockOpen Room Access, then refresh
PIN generated but doesn't work on lockPIN not synced to lock or bridge offlineVerify PIN in vendor app
Operation status stays pending or shows partialVendor bridge job is still processingWait and refresh
"PIN generation failed for all locks" (Smart Lock Setup)Vendor outage or all locks unreachableRe-test after refresh
No locks appear in Smart Lock SetupVendor not linked or no locks syncedRefresh or reconnect
Guest receives the wrong door codeThe lock is mapped to the wrong room, or the reservation points to the wrong PMS roomCheck room mapping and reservation room
Igloohome shows Not linked after OAuth successCallback returned but status did not refresh yetRefresh Igloohome status

Manage PIN is disabled​

What you see: The Manage PIN button is greyed out, or you cannot generate a PIN for a guest.

Fix:

  1. Confirm the reservation has a room assigned.

  2. If the room is blank, assign a room in your PMS.

  3. Wait 1-2 minutes for the sync to finish, then refresh AVA.

  4. Go to Settings → Room Access and confirm the room is mapped to a lock in Smart Lock Setup.

  5. If the tooltip includes a link, open it to jump straight to Settings → Room Access.

    ✓ After the room is assigned and mapped, Manage PIN should be available.

Code generation failed​

What you see: "Failed to generate lock code" during check-in or a PIN that doesn't work.

Fix:

  1. Verify the lock has battery power and responds in the vendor app.
  2. In AVA, click Refresh Locks.
  3. If the issue persists, reconnect the vendor in Room Access.
  4. If a guest is waiting, issue a manual code from the vendor app or use a physical key.

Operation status stays pending or partial​

What you see: A smart-lock code shows pending or partial after you create it.

Fix:

  1. Wait up to 1 minute, then refresh the reservation or Access Codes page.
  2. AVA checks newer smart-lock jobs before older backlog entries, so fresh guest PINs should clear first.
  3. During check-in lookup refreshes, AVA rechecks the pending job before returning the code.
  4. AVA skips expired historical Active rows, even if older bridge fields still exist.
  5. AVA keeps checking the vendor job in the background, so a current stay may become Successful without another action.
  6. During check-in waits, AVA also refreshes pending smart-lock jobs, which can surface a ready PIN sooner.
  7. If you see partial, wait for the status to finish before sharing the PIN.
  8. If the status stays pending for more than 1 minute on a current stay, retry PIN creation from the reservation.
  9. If it changes to Timed out or Failed, check the vendor bridge and reconnect the vendor if needed.

Generated PINs don't work on locks​

What you see: AVA generates a PIN code successfully, but the PIN doesn't work when guests try to unlock the door.

Fix:

  1. Verify PIN codes match in vendor app:

    • Open your vendor's smart lock app (Igloohome, TTLock, or Wishome)
    • Check if the PIN code shown in the vendor app matches the one AVA generated
    • Look for the same reservation or time period

  2. If PIN codes don't match or aren't showing in the vendor app:

    • For locks without a bridge: Power cycle the lock by removing and reinserting the batteries
    • For locks with a bridge/gateway:
      • Restart the bridge by unplugging it for 30 seconds, then plugging it back in
      • Wait 2-3 minutes for the bridge to reconnect
      • Verify the bridge shows as online in the vendor app
    • After resetting, click Refresh Locks in AVA
    • Try generating a new PIN code

  3. If the issue persists:

    • Check the lock's battery level in the vendor app (low battery can cause sync issues)
    • Ensure the lock has a stable connection to the bridge (if applicable)
    • Verify the lock's firmware is up to date in the vendor app

PIN tests fail in Smart Lock Setup​

What you see: "PIN generation failed for all locks." in Smart Lock Setup.

Fix:

  1. Click Refresh Locks.
  2. Test a single room again with Test PIN Generation.
  3. If all tests fail, reconnect the vendor in Room Access.

No locks appear in Smart Lock Setup​

What you see: Available Devices is empty.

Fix:

  1. Confirm the vendor account is linked.
  2. Click Refresh Locks.
  3. Verify locks appear in the vendor app and match the selected vendor.

Guest receives the wrong door code​

What you see: Guest receives a code for the wrong room after a room change or multi-room booking.

Fix:

  1. Go to Settings → Room Access.

  2. Scroll to Smart Lock Setup.

  3. Confirm the reservation shows the correct PMS room.

  4. If this is a multi-room booking, confirm each room has its own sub-reservation ID.

  5. If this is a non-Opera booking, confirm each room has its own room-specific confirmation number.

  6. Select the room and remove the wrong lock, if needed.

  7. Assign the correct lock.

  8. Wait for sync, then run Refresh Locks and Test PIN Generation again.

    ✓ The correct lock appears in Assigned Devices.

Igloohome specific issues​

Igloohome shows Not linked after OAuth success​

What you see: You finished OAuth, but Igloohome Locks still shows Not linked.

Fix:

  1. Stay on Settings → Room Access after OAuth returns.
  2. Wait a few seconds for status refresh.
  3. Refresh the page once if status does not change.
  4. Re-link the account if it still shows Not linked.

OAuth connection expired​

What you see: Integration shows disconnected.

Fix:

  1. Click Disconnect in Igloohome Locks.
  2. Click Link Account.
  3. Complete OAuth authorization.

Locks not appearing​

Fix:

  1. Confirm locks are assigned to the property in Igloohome.
  2. Return to AVA and click Refresh Locks.

TTLock specific issues​

Login failed​

What you see: "Failed to connect TTLock account."

Fix:

  1. Confirm username and password (case-sensitive).
  2. Verify the account is active in the TTLock app.
  3. Try again after 30 seconds.

Locks not syncing​

Fix:

  1. Open the TTLock mobile app.
  2. Sync each lock by standing near it.
  3. Return to AVA and click Refresh Locks.

Wishome specific issues​

Credentials incomplete or token expired​

What you see: "Wishome credentials incomplete" or a token-expired warning.

Fix:

  1. Re-enter Wishome Account Name and Wishome Password.
  2. Confirm Offline Password Version matches your Wishome setup.
  3. Click Connect Wishome Account.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ All locks show offline despite good connectivity
  • ❌ Vendor credentials are correct but connection fails
  • ❌ PINs fail after multiple retries

Helpful to include:

  • Lock vendor (Igloohome, TTLock, or Wishome)
  • Number of affected locks
  • Error message screenshot