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      Troubleshooting Tips for the Mobile App

      Troubleshooting steps to assist your customer with the Nokē Storage Smart Entry mobile app and other device issues.

      Troubleshooting Mobile App Issues

      If the tenant does not receive the SMS text message containing the activation code or the download link for the Nokē Storage Smart Entry mobile app, follow these troubleshooting steps in order. After each step, check if the issue is resolved.

      1. Verify the Rental Process in Property Management Software (PMS)

      Ensure that the rental process has been completed in your Property Management System (PMS) software. If the rental has not been processed, the new tenant’s information will not sync with the Web Portal, and the SMS will not be sent.

      • Action: Check if the rental process is marked as completed in the PMS.
      • If the process is not complete, make sure it is finalized, and then wait for the system to sync with the Nokē Web Portal.

      2. Check the Unit Status in the Nokē Web Portal

      Once the rental has been processed, the unit status should automatically update from Available to Occupied, and the tenant's information will be assigned to the rented space.

      • Action: Refresh the Nokē Web Portal to ensure the tenant's unit is listed as Occupied and their details are synced.
      • Time Frame: The update can take 1-5 minutes to appear. Click the 'Update Customer Data' button if needed, or use the Refresh icon.

      3. Verify the Mobile Number in the Web Portal

      Ensure the tenant’s mobile phone number is entered correctly in the Nokē Web Portal. Some Property Management Software systems have a dedicated field for a mobile number, so double-check this information.

      • Action: If the mobile number is entered incorrectly, update it in your PMS and refresh the Web Portal to sync the data.
      • Note: If the number is not in a designated field, ensure the tenant's mobile number is entered in the primary contact number field.

      4. Check Email Registration

      If the tenant registered with an email address, the SMS text message will not be sent. In this case, they will receive a link to download the app and a temporary PIN via email.

      • Action: Have the tenant check their email inbox (including the spam/junk folder) for the download link and PIN.

      5. Ensure Cellular or Wi-Fi Service

      Check whether the tenant has a strong cellular signal or is connected to a Wi-Fi network to receive the SMS message.

      • Action: Ensure that the tenant’s phone is in an area with good cellular reception or connected to Wi-Fi.

      6. Verify Lease Start Date

      If the tenant’s lease start date is in the future, they will not have immediate access to the unit or receive the activation code until the lease begins.

      • Action: Confirm the lease start date. The tenant will receive the SMS message with the activation code at that time.

      7. Check for Existing Nokē Smart Entry Account

      If the tenant already has a Nokē Smart Entry account, the system will not send a new activation code. They will be logged into their existing account.

      • Action: If the tenant already has an account at this facility, have them refresh the mobile app.
      • If the tenant has an account at another facility within the same storage company, they can switch between facilities by selecting the dropdown arrow next to the facility name in the app.
      • For tenants at different storage companies, they should log out and log back in to see all available companies.

      8. Troubleshooting the Tenant's Device

      If the tenant's account is set up but they are still having issues, consider trying a different device to isolate whether the issue is with the mobile app or the tenant’s device.

      • Action: Try logging into the mobile app on a different smartphone or tablet. If the issue is resolved on another device, the problem is likely with the tenant's device or app version.

      9. Check Lock and Unit Conditions

      If the new device has the same issue or the issue is affecting multiple users, check the physical conditions of the lock and unit.

      • Action:
        • Ensure the lock has power.
        • Verify the hasp is in the unlocked position.
        • Ask the tenant to release tension on the lock hasp by stepping on the door handle to ensure smooth operation.

      10. Check for Low Battery or Unit Controller Issues

      If the lock or unit controller may be experiencing issues, check the battery status and lock settings from the Web Portal.

      • Action: Follow the tutorial on Battery Status and Lock Settings to diagnose battery or controller issues.

      11. Contact Support

      If none of the steps resolve the issue, please contact Nokē Support for further assistance.

      Provide the following details when contacting support:

      • Tenant’s name and contact information.
      • A description of the issue.
      • Any troubleshooting steps you have already taken.

      By following these troubleshooting steps, you can effectively resolve most mobile app access issues. If the problem persists, support will help diagnose and fix the issue.

       


       

      Click below to view tutorial(s):

      Troubleshooting iOS Issues on an Apple Device

      Occupied Unit Access Assistance