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      Nokē Smart Entry Training Manual

      This article consolidates a wealth of information from various sources into a single, comprehensive guide about the Nokē Smart Entry system.

      This article consolidates a wealth of information from various sources into a single, comprehensive guide. It's ideal for those who prefer to see all the information upfront and learn at their own pace by reading through a detailed overview.

      This article is perfect for:

      • People who want to access as much information as possible right away.
      • Individuals who prefer to learn by reading through extensive material.
      • Users who like to absorb information independently and at their own pace.

      Alternatively, if you learn better with information presented in smaller, more manageable pieces, you might prefer to go through the individual articles one by one. This approach is better for those who benefit from step-by-step learning or who want to navigate the information in a sequence that makes sense to them.

      Chapter 1: Facility Setup

      This chapter covers the following facility setup tasks:

      Logging in to the Web Portal and Mobile App

      The Nokē Smart Entry (NSE) system includes the Web Portal and the Nokē Storage Smart Entry mobile app, which is a condensed version of the Web Portal. Your login for the Web Portal and the mobile app are the same. Most facility managers and employees will use their email addresses and passwords to log in to both applications.

      Sometimes an employee or manager also has a rental unit at the facility. When this happens, they will use their smartphone number as their tenant login to the mobile app.

      Before you can log in to the Web Portal, you’ll need your 6-digit activation code. You should have received this in a text or email message. If you have it, continue with the list below. If not, contact your manager for further instructions.

      To log in to the Web Portal,

      • Click this link www.smartentry.noke.com to navigate to the Web Portal's Login web page. 

      • Click the Phone or Email icon, and then type in your account login credentials.

      • Click the right arrow to continue.

      • Type in your 6-digit activation code, and then click the right arrow to continue.

        • Your activation code is only valid for 24 hours, click Forgot Password? if it has expired. A new activation code will be emailed or sent as a text to you.
      • Create a new password and confirm it to log in to the Web Portal.
        • Your email address or phone number and the new password you just created will be your login credentials for accessing BOTH the Web Portal and the Mobile App.

      Switching to Another Facility

      If you are assigned to multiple facilities, you can switch from one facility to another quite easily.

      To switch to another facility,

      • From the Web Portal, click the Facilities tab, and then click the facility you want to access from the list.

      • The page reloads to the Home page of the Web Portal at the facility that you just switched to.

      Changing the Web Portal Display

      You can choose from 8 different display themes for the NSE Web Portal that lets you customize your user experience. There are four light and four dark themes, including high-contrast views. These themes will only alter the appearance of your personal Web Portal. This setting is personalized and will not affect how the Web Portal appears to others. It's simply a matter of personal preference. 

      To change the display theme,

      • From the Web Portal, click Settings > Theme on the Navigation tab menu.

      • Click on a theme to automatically change how the Web Portal appears.

      Updating the Facility Settings

      The Web Portal lets you update and modify your facility settings, including facility information, and the employee, tenant, device, and advanced settings.

      Facility Location

      You have the ability to adjust the location map that offers directions to your facility. Simply drag and drop it to a new position and customize the zoom level for a more accurate or broader view.

      To edit the facility location,
      • From the Web Portal, click Settings > Facility on the Navigation tab menu.

      • Click the (pencil) icon to open the Edit Facility Settings form.

      • Drag and drop the marker to a new location.

      • Click the + (plus) or - (minus) buttons to zoom in or out.

      Main Facility Info

      Defines the high-level settings for the facility, including website and payment URLs, branding name, address, email, phone number, and other facility-specific settings. 

      To edit the facility information,
      • From the Web Portal, click Settings > Facility on the Navigation tab menu.
      • From the Main Facility Info section, click in a field to add or edit the information as follows:

      Facility URL: Website linked to from the Web Portal. Tenants do not see this URL anywhere.

      Payment URL: The Make Payment button in the Nokē Storage Smart Entry mobile app links to the website entered here:

      • Tenants tap Make Payment and are redirected to your payment portal to process a payment.
      • Tenants are required to log into the payment portal when it opens.
      • Overlocked tenants attempting to access an entry point are prompted to tap Make Payment before access to their units is granted.

      EULA URL: The End User License Agreement button in the app links to the website entered here.

      Brand Name: The registered name for your facility that displays in the mobile app.

      Address (Suite, City, State/Region, Postal Code, Country): The address displays below the brand name in the mobile app underneath the facility name. This is useful for tenants who rent online and download the mobile app. Provides Google Maps or Apple Maps directions to the facility. The address is a link that opens an online map app that navigates the tenant to the facility after renting.

      Phone: The facility's phone number is linked in the mobile app in two places. Tenants can tap the ? in the top-right corner or navigate to the Contact Us screen under Help & Support, if they want assistance or to speak with facility personnel.  

      Email: The facility's email address that displays on the mobile app. Click Settings > Notifications, and then activate the notifications you would like to receive.

      Time Zone: The drop-down time zone menu for your facility. Determines access schedule and activity events for the various time zone settings. It should be set to your facility's time zone by default. If your time zone is set incorrectly, your gate hours will be incorrect, and the times displayed in your Activity Log will be incorrect as well.

      Language: The drop-down language menu for your facility that displays in the Web Portal.

      Temperature Display: The drop-down menu displays the current temperature at the facility in Fahrenheit or Celsius. Each unit controller (Nokē Volt), Nokē ONE, and Nokē Contact lock is equipped with a thermometer. These devices will report the temperature on the Units page in the Web Portal. (Currently under construction.) 

      Date Format: The drop-down menu to select a date format (DD/MM/YYYY or MM/DD/YYYY) to display in the Web Portal. (Note: Users can change their own preferences to this and the individual user preference will override the facility setting.)

      Employee Settings

      Employee settings are used to define the parameters for how your employees access the system functionalities for Employee-level operations. The configuration for employee settings will apply to all employees, tenants, and devices within the facility.

      To edit the employee settings,

      • From the Web Portal, click Settings > Facility on the Navigation tab menu.

      • From the Employee Settings section, click in a field to add or edit the information as follows:

      Offline Expiration Minutes: How long an offline key for a unit is valid until it needs to be refreshed by the user.

      Login Expiration Time: The amount of time that the security token is valid on your session before the user is automatically timed out of the application and has to re-login to the Web Portal. Set between 5-120 minutes.

      Allow Employee Rental: The drop-down menu allows (ON) your employees to also rent a unit at the facility.

      Loitering Alert: The drop-down menu allows (ON) you access to a new Idle Users widget on the Home page to monitor users that have been at the facility for longer than three hours. Additional requirements and detailed instructions on how to configure this feature can be found in the Setting Up the Idle Users Widget article.

      Allow Manager Shares: The drop-down menu allows (ON) your employees to share access to tenants' units at your facility.

      Tenant Settings

      Tenant settings are used to define the parameters for the system functionalities for Tenant level operations. The configuration for tenant settings applies to all tenants and devices within the facility.

      To edit the tenant settings,

      • From the Web Portal, click Settings > Facility on the Navigation tab menu.

      • From the Tenant Settings section, click in a field to add or edit the information as follows:

      Sync Text: The drop-down menu allows (ON) tenants to receive an onboarding text message when their account information is updated from the property management software (PMS). If this setting is (OFF), the tenants will not automatically receive this text when they rent a unit. A text can still be sent to a tenant when this setting is OFF by clicking Activate Account on the Users tab in the Web Portal.

      Use Blacklist: Allows users to be added to a blacklist in the event they are overlocked or move out.  It is recommended to have this setting turned ON at facilities that use fobs. When a tenant goes into delinquent status or moves out, this setting deactivates their fobs at the gates. If the setting is turned OFF, the Tracking ID of a user in a delinquent state will not be added to the Blacklist. As a result, the Tracking ID will not be blocked, and access will be granted to a delinquent user.

      Move Out Feature: The drop-down menu allows (ON) tenants to request a Move Out from the mobile app. The manager receives the Move Out request in the Notifications on the mobile app and the Web Portal. This feature does not automatically move someone out of your PMS application. 

      Restrict Overlocked Entry: The drop-down menu allows (OFF) tenants who rent multiple units who have at least ONE in good standing will still have access to the facility (no matter what the status of the other units). Tenant will only be able to open unit(s) with Occupied status. 

      Enable Dual Activation (Email): The drop-down menu allows (ON) activation messages to tenants to be sent to both Email and Phone 

      Failed Login Alert: The drop-down menu allows (ON) email/text to be sent to both Tenant and the Facility Manager when the tenant(s) have three failed login attempts within a fifteen-minute span of time 

      Example Messages: 

      Tenant Message: Several failed attempts to access your account have been made. Having trouble? Click the "Forgot Password?" button in the app to reset your password.

      Site Manager Message - Text: Several failed attempts to access the account for (UNIT_NUMBER) have been made. An alert was sent to the user, along with instructions on how to proceed.

      Site Manage Message - Email: Several failed attempts to access one of your tenants' accounts (TENANT_FIRST_NAME TENANT_LAST_NAME).(UNIT_NUMBER) were just made. A similar alert was sent to the user, along with instructions on how to proceed on the matter.

      Grace Period: To allow users to exit after facility hours have ended, you can set the duration in minutes. This option is only available if your facility has an exit. Additional requirements and detailed instructions on how to configure this feature can be found in the Understanding the Grace Period for Exiting the Facility article.

      Device Settings

      Device settings are used to define the parameters for how the motion sensing devices perform and report motion activity in the Web Portal. The configuration for device settings applies to all Nokē devices within the facility.

      To edit the device settings,

      • From the Web Portal, click Settings > Facility on the Navigation tab menu.

      • From the Device Settings section, click in a field to add or edit the information as follows:

      Motion Alert Events: The motion sensors in each unit read any thermal changes in a unit. The way they determine whether these changes count as motion is by a combination of this setting and the Motion Alert Time field. A sensor must detect the specified number of thermal changes in a given time frame. This setting controls how many events are needed to count as motion.

      Motion Alert Time: The motion sensors in each unit read any thermal changes in a unit. The way they determine whether these changes count as motion is by a combination of this setting and the Motion Alert Event field. A sensor must detect a certain amount of thermal changes in a given time frame defined here. 
      In other words, the number of events (motion alert events) in the number of minutes (motion alert time)

      Temporary Code: Activate this functionality to include a temporary code that grants access to all keypads within the facility for the day. The code changes on a daily basis and will be displayed on an accessible home page widget once enabled. The code is refreshed every night at midnight, according to the facility's time. This feature is particularly useful for granting access to maintenance workers or individuals who require temporary access to the facility. However, after the designated day, access will no longer be permitted. See full instructions on the Temporary Code in our Creating a Temporary Access Code article.

      Advanced Settings

      Advanced settings are used to define the parameters for the system functionalities for advanced-level operations. The configuration for advanced settings applies to Web Portal functions within the facility.

      To edit the advanced settings,

      • From the Web Portal, click Settings > Facility on the Navigation tab menu.

      • From the Advanced Settings section, click in a field to add or edit the information as follows:

      Login Type: Nokē supports different login types. ONLY if your facility is set up for this. chose from the dropdown Nokē, Okta, or AWS login types. 

      Note: Most facilities should be set to 'Nokē' unless you were directed otherwise by a Noke Smart Entry Support Representative. 

      Allow Service Fobs: Allows non-tenants to use fobs.

      Hide Password Reset/Activate Account: ONLY TO BE USED FOR CUSTOMERS WHO HAVE THEIR OWN APP Hides the resetting password and resending the Activation Link for customers.

      Zone Triggers: Enable this feature to trigger relays, alarms, or other devices whenever a tenant enters a zone (additional setup may be required)

      Fob Schedule: If true (ON), the Fob schedule will apply to users with Fobs. If false (Off), the user's schedule will apply. 

      Creating a Zone

      You can create a zone and add entries so that your tenant only have access to certain areas of your facility.

      To create a zone,

      • From the Web Portal, click Settings > Zones.

      • From the Settings page, click the (+) sign in the top-right corner, and then click Add Zone.

      • From the Add Zone form, click the Name field and enter a zone name.

      • From the Entries, Units, and Relays lists, click on the elements you want to add to this zone.

      • To save your new zone, click Add Zone.

      For more information zones, click below:

      Understanding Access Zones

      Editing a Zone

      Entries, units, and relays can be added or removed from a zone at any time. However, it is important to note that making changes may disrupt access. It is recommended to avoid editing Zones once they have been set up with the assistance of Nokē support, account management, and installers, unless absolutely necessary. Editing zones can potentially lead to access issues.

      To edit a zone,

      • From the Web Portal, click Settings > Zones.

      • From the Settings page, click the zone you want to edit.

      • To add/remove an entry, unit, or relay from the zone, click the (pencil) icon.

      • From the Edit Zone form, locate the entry, unit, or relay you want to add or remove, and then click on its icon to add or remove it from the zone. (A gray icon indicates it is not included in the zone.)

      • Click Save Changes to confirm.

      What are Roles and Permissions?

      Roles and Permissions play a crucial role in limiting functionality within the Nokē Smart Entry system. Each user is assigned a specific role with designated permissions, ensuring that only relevant information is accessible to the right users. This security measure safeguards sensitive data and restricts access to unauthorized users.

      Screenshot 2024-05-28 at 3-49-28 PM-png

      The Roles column on the left side of this page displays the various roles available at the COMPANY. These roles are specific to the COMPANY, with the company determining the roles and permissions that apply to all facilities under its umbrella.

      We have established default roles within the Nokē Smart Entry system, which are automatically created when a company is set up. These defaults can be customized to align with the unique management approach of each company, providing recommendations based on typical system usage by each role.

      Safety Features of Roles and Permissions

      There are several safety features integrated into Roles and Permissions. One key safety measure is that you won't be able to grant a permission that you don't possess yourself. This means that the permission won't even show up in the available permissions list unless you already have it.

      Another important safety measure is that a user cannot modify the roles of users at their authority level or higher. For instance, a facility manager cannot adjust the permissions of a company manager. However, a company manager has the ability to modify the permissions of a facility manager role.

      Additionally, the default Tenant role is set as uneditable. This role type doesn't have any permissions assigned, allowing them to log in but restricting their access to view any additional information about other tenants or employees.

      Reviewing and Editing Roles

      Within the NSE system, users have the ability to review and modify user roles, as well as assign permissions tailored to different types of employees and managers within the company. The system comes with five default roles: Company Manager, Facility Manager, Employee, Vendor, and Tenant. These roles can be customized to align with the company's unique management approach, allowing for the editing, addition, or removal of roles and permissions. Additionally, users have the flexibility to create new roles as needed. The Roles & Permissions page offers two views: Open Cards and Open Grid, along with a user-friendly search feature for easily locating and managing permissions for each role.

      Let's explore the functionality of the Roles & Permissions page.

      To review/edit a role,

      • From the Web Portal, click Settings > Roles & Permissions.

      • To switch between the Open Cards and Open Grid views, click these icons.

        This allows you to efficiently compare your roles side by side along with their respective permissions.

      • In the top-right corner, click the (+) icon to create a new role.

      • Click the Trash can to delete a role, or the Pencil icon to edit a role.

      Reviewing Permissions

      To review roles and their assigned permissions, simply click on each role type on the left side and browse through the list of available permissions. A checked permission indicates that it is enabled for that role, while an unchecked permission means that it is not assigned to that specific role. If you wish to edit a role and add or remove a permission, just click on the checkbox next to that permission.
       
      roles and perm

      Working with Notifications

      In the Nokē Smart Entry system, notifications are sent via text messages (SMS), emails, or push notifications based on user preferences. Notifications serve to keep you informed of any relevant events within the NSE system, ensuring that you and your tenants stay updated on important activities. Regardless of whether you are actively using the NSE application or not, notifications are sent out. The Nokē Storage Smart Entry mobile app utilizes notifications to update tenants on activities related to their units.

      There are three levels of notifications:

      Facility Notifications: Facility managers enable the facility-wide notifications for all users and tenants from the Web Portal.

      User Notifications: Employee users enable their personal account notifications from the Web Portal and the Nokē Storage Smart Entry manager/tenant mobile app.

      Tenant App Notifications: Mobile app users enable their personal account notifications from the Nokē Storage Smart Entry manager/tenant mobile app.

      Note: If you select email notifications, you must have a valid email address assigned to your account. The same goes for text notifications. You must have a cell phone number assigned to your account to receive text messages.

      Facility Notifications

      You can enable or disable activity notifications based on the type of activity that the NSE system monitors on the entire facility. This will affect which activities your users and tenants will receive notifications on as well.

      To enable facility notifications,

      • From the Web Portal, click the Settings tab, and then click the Notifications tab on the Settings page.

      • From the Facility Notifications list, click the On button to enable notifications for the facility.

      The facility notifications are as follows:

      •  All Facility Notifications:  Set to On to enable alerts and notifications for everyone and is not recommended.
        • Motion Notifications: Set to On to alert managers and tenants that someone or something is moving around within a unit.
          • Motion Delay (30-60 mins): Sets the threshold for how many minutes between motion detections that the system will delay before sending a notification that motion is being sensed in the unit. (This gives a tenant time to enter and exit the unit without sending a notification.)
          • Wait After Notification (5-30 mins): Sets the threshold for how many minutes the system will wait before sending another notification that motion has been sensed in the unit. (This gives managers and tenants time to respond to the motion notification.)
        • Temperature Notifications: Set to On to alert managers and tenants that the unit temperature has risen above or lowered below the temperature threshold set for the facility.
          • Minimum Temperature: Sets the threshold for how low the temperature can get in a unit before sending a notification.
          • Maximum Temperature: Sets the threshold for how high the temperature can get in a unit before sending a notification.
        • Entry Notifications: Set to On to alert managers that a gate/entry has been opened.
        • Unit Notifications: Set to On to alert managers that a unit has been opened.
        • Manual Unlock Notifications: Set to On to alert managers that a Nokē ONE unit was unlocked via the emergency release button on the inside of the unit.
        • Overlock Notifications: Set to On to alert tenants that their unit has been locked due to delinquent payment. 

      User Preferences/Notifications

      You can define how you receive notifications for your personal user account in the Web Portal or on your manager's mobile app. Notifications are sent as text messages (SMS), emails, or push notices. You can choose to receive your notifications in any one of these types, any two, or even all three if you want.

      Everyone knows what text and email messages are and how to access them. However, not everyone is familiar with push notifications. These are notifications that pop up on your mobile device screen even when you're not using the Nokē Storage Smart Entry mobile or manager's app.

      Select a user preference for the type of notification to receive for the following:

      • All User Notifications: Set to On to enable all alerts and notifications for mobile device users and is not recommended.
        • Motion Notifications: Alerts managers and tenants that someone or something is moving around within a unit and at what state of address it is in.
        • Entry Notifications: Alerts managers that a gate/entry/unit is unlocked.
        • Unit Notifications: Alerts managers that a unit has been opened.
        • Manual Unlock Notifications: Set to On to alert managers that a Nokē Volt unit was unlocked via the emergency release button on the inside of the unit.
        • Pending Auction Notifications: Alerts managers and district managers that a unit has been repossessed in the system.
        • Low Battery Notifications: Alerts managers that a unit has a low battery.
        • Gateway Offline Notifications: Alerts managers that a gateway is offline.
        • Targeted Notifications: Alerts tenants to visit the office or use another entry to gain access to their units upon arrival at the facility. (Push notification only)
        • Other Notifications: Alerts managers to a number of things, including Overlocked (User at Facility, Unlock Attempt, or New), Alarm or Alarm Owned, Assigned Unit Note, Checkout, Duplicate Code, Failed Text, Feature, Installer at Facility, Invalid Access Code, Manager Share (Declined, Created, or Removed), Move Out, Remote Unlock (Failure or Success), Request Install Mode, Share Access, Unit Note Due, User Marked Not at Facility, User Warning.

      Unit Notifications

      You can enable or disable notifications for each unit controller at your facility.

      The options are as follows:

      Unit Alarm: Set to Off to disable alerts for manual unlocks and motion detection for this unit.

      Monitor Temperature: Set to Off to disable temperature threshold alerts for this unit.

      Front Motion: Set to Off to disable the front-facing motion sensor for this unit.

      Setting up Tenant/Manager Notifications in the Nokē Storage Smart Entry Mobile App

      To set up tenant/manager notifications in the mobile app,

      1. From the Home screen, tap Menu Button-1 (Settings icon).
      2. Now tap Settings from the list of options, and then tap Notification Settings.
      3. Set Notifications to On to receive selected notifications.
      4. Under Notifications select the type of unit notifications you would like to receive (SMS, Email, or Push). You can choose to receive your notifications in any one of these types, any two, or even all three if you want.
      5. Under Facility Messages, set to On to receive Push notifications from the storage facility.

      Setting Up Temporary Access Codes

      Visitors requiring access to your facility for a single day can be granted a temporary access code. This feature is especially useful for auction winners, vendors, or inspectors and is only applicable to facilities with Nokē Screens/keypads.

      The temporary access code is valid for 24 hours, starting at midnight. The facility manager sends the code to the visitor, granting them access for the specified day. Once the code expires at midnight, the visitor's access is automatically revoked, eliminating the need for the manager to manually revoke access. If the visitor requires access on another day, the manager can simply provide them with that day's temporary access code.

      To enable temporary access codes,

      • From the Web Portal, click the Settings tab.

      • Click Facility. 

      • Scroll down to the Device Settings section, and then click the Temporary Code drop-down arrow and select On.

      Note: If the Temporary Code is already set to On, click Off and then click On again to reset it.

      • Click the Home tab to view the Temporary Code widget. If the widget is not displayed, you’ll need to add it to the dashboard.
      • Now the Temporary Code widget appears on your dashboard.

      Assigning Access to Multiple Facilities

      If your organization has multiple facilities using the Nokē Smart Entry system, you can grant your managers/employees access to a group of these facilities.

      To grant employees access to multiple facilities,

      • From the Web Portal, click the Users tab, and then click the type or user role you want to view from the User Role menu (e.g., Technician/Installer).
      • From the list of available users, click a user to assign to additional facilities.

      • From the User form, click the (gear) icon in the top-right corner to edit the user.

      • From the Edit User form, click the Facilities tab.

      • From the list of available facilities, select the additional facilities to assign to the user, and then click Save Changes.



      Note: Facilities that appear greyed out are ones that the user does not have access to. Once a facility icon is colored, it means that the user now has access to that facility.

       

      Chapter 2: Facility Users

      This section shows you how to perform the following tasks:

      Creating Non-Tenant User

      Accounts can be created for vendors, non-tenant users, and employees of the storage facility within the Nokē Smart Entry Web Portal. These users are not integrated into the property management system (PMS) and must be created in the NSE system instead of being synced over from the PMS.

      Creating an Employee Account

      You have the option to easily create a new employee account that provides them with access to all entry points within the facility.

      To create an employee account,

      • From the top-right corner of the Web Portal, click Add User to open the Create New User form.
      • Click the Employee option, and then complete the User Info form. (Note: Check the Assign to all facilities in the company box, if applicable. This gives the user access to all facilities.)
      • Click a Schedule from the available choices, and then click Create.
      • The employee is sent a text with a link to download the app and a verification code.

      Creating a Vendor Account 

      Since vendors only require temporary access to the facility, they can be fully managed from the NSE Web Portal. You could also provide access for your vendors after hours, by creating a custom schedule.

      You'll want to create vendor accounts for your maintenance workers and technicians in zones specific to their access needs. 

      To create a vendor account,

      • From the top-right corner of the Web Portal, click Add User to open the Create New User form.

      • Click the Service/Vendor option, complete the User Info form, and then click Next.
      • Select an Expiration Date from the pop-up calendar to limit access to a specified date.
      • Click the desired Access Zone(s) from the selections, and then click Create.

      Deleting an Employee/Vendor User

      Occasionally, you will need to delete an employee account from the Nokē Smart Entry system.

      To delete an account,

      • From the Web Portal, click the Users tab.

      • From the list of available users, click the user that needs to be deleted.

      • From the User details page, click the (trash) icon in the top-right corner.

      • Click Delete to confirm the deletion and remove the user and all access from your facility. 


      Granting 24-Hour Access

      If your facility maintains gate hours, you can grant 24-hour access to selected users. Generally, gate access for a user defaults to your facility’s default gate hours.

      It is important to note that schedules for TENANT accounts should be assigned and synced from your Property Management Software. Assigning schedules within the Nokē Smart Entry system should only be done for non-tenant accounts.

      You can assign schedules from the User Details page.

      To grant a user 24-hour access to your facility, 

      • Click the Users tab, and then navigate to the user you want to edit.
      • From there, click the Settings (gear) icon, and then navigate to the Schedule tab.
      • Select the 24/7 schedule.
      • Click Save Changes.

      Working with Schedules and Checking Access

      You can assign schedules to tenants, employees, and other users, based on the schedules that were created for your facility. You can also edit the opening and closing hours for existing schedules. Finally, you can review the unit access settings.

      One User - Assign Schedule

      You can assign schedules from the User Details page. 

      • Click the Users tab, and then navigate to the user you want to edit.
      • From there, click the Settings icon, then navigate to the Schedule tab.
      • Select the schedule you want this user to have.
      • Click the Save Changes button.

      Editing Schedules

      • Click the (pencil) icon in the right corner of each schedule to edit the open and close times.

       

      • Click the (people) icon in the right corner to edit the users in this specific schedule.

        • A pop-up form lets you view all the users that are currently assigned to this schedule. 

        • Click the Edit Users button to go to a page where you can assign users to the different available schedules. 

      Explaining Offline or Digital Keys

      Offline or Digital Keys 

      Offline and digital keys serve as the cornerstone of the Nokē system. When a user arrives at your facility, our system swiftly conducts checks on their location (to confirm on-site presence), rental status (to ensure no delinquency), and assigned schedule (to verify compliance with access permissions).

      Upon completion of these essential security checks, the system issues the user a "key," signaling Nokē devices that the user is authorized for access. Given potential connectivity limitations within the facility, once the "key" is authenticated, it is downloaded to the user's mobile phone, eliminating the need for continuous Wi-Fi or cellular service. This feature is often referred to as an "offline key."

      This downloaded key enables users to access their units seamlessly, even in areas with sporadic connectivity. If an offline key is available, it will always be utilized by the phone for access. In the absence of an offline key, the phone will attempt an online unlock, wherein it connects to either Wi-Fi or cellular service to verify the user's credentials and access permissions. Successful verification grants access to the user.

      All of these processes occur seamlessly within the Nokē Smart Entry backend, delivering nearly instantaneous results. Users are not notified whether they've utilized an online or offline unlock, ensuring a seamless experience.

      Typically, this process occurs when the tenant arrives at the facility and opens their app at the gate, where connectivity is usually reliable. However, instances may arise where a facility gate is left open or the tenant tailgates in without opening their Mobile App in an area with good connectivity. Consequently, upon reaching their unit, which may be located in an area with poor connectivity, they may encounter difficulties accessing it. In such cases, the user needs to download a new key. This can be done by logging into the Storage Smart Entry by Nokē app while on-site or by initiating an entry with the app. In both scenarios, cell phone service or Wi-Fi connectivity is required. By doing so, a new key is automatically downloaded if the user is authorized for access.

      As a manager or employee of the facility, you can verify whether a user has an Active or Expired Offline Key via the Web Portal.

      Verifying a User Has an Active Digital Key

      When a user first arrives on-site and is signing in to the mobile app with his credentials, his device is checking in with the Nokē system. Upon this check-in, a security verification is performed which is asking the Nokē Smart Entry system:

      • Who is this user?
      • What unit(s) are rented?
      • Is the tenant paid current?
      • Is the tenant here during his scheduled access hours?
      • Is the device on-site, etc.?

      To see if a user has an active key or if his key is expired, navigate in the Web Portal to the Users tab and then select the specific user. On this page, you will see a field called Offline Key Expiration.

      Here is an example of a key that is expired:

      Here is an example of a key that is currently active:

      If the Offline Key Expiration is Expired, then the user needs to download a new key. He can do this by simply logging into the Storage Smart Entry by Nokē app while on-site or by opening an entry with the app. In both cases, he needs to have cell phone service or be connected to Wi-Fi. By doing that, a new key is automatically downloaded (if the user should have access). 

      If this does not work, try to log out and back into the app, and then unlock an entry while connected to Wi-Fi or with cellphone service.

      Chapter 3: Facility Units

      This section shows you how to perform the following tasks:

      Explaining Unit Status 

      Explanation of the various Unit Status selections and their implications on tenant access.

      • Occupied: This status provides access to the tenant and any shared access users.

      • Available: This status provides access to only the employees of the facility.

      • Overlock: This status denies access to all employees and the tenant.

      • Pending Auction: This status provides access for either employees or the auction winner. (See more information about Auctioning a Unit)

      • Gatelocked: This status indicates that the tenant is locked out of the facility.

      • Pre-Let: This is an agreement between a landlord and a prospective tenant to enter into a lease at a date in the future. 

      Vacating a Unit

      You always move your tenants out via your PMS--not from the NSE Web Portal or mobile application.

      To move out a tenant,

      1. Perform the move out from your PMS, and then do the following:

      • If you are a GDS, Space Manager, Easy Storage Solutions, or storEDGE unattended user, the tenant will no longer have access to the unit as soon as the move-out is processed in your PMS.

      • If you are a storEDGE, Sitelink, or Omni user, log into your organization’s PMS web portal and click Sync PMS.

      Transferring to a New Unit

      It is a common occurrence for individuals to experience changes in their storage space needs. As families grow or shrink over time, they may find themselves needing to upsize or downsize their homes, and this can also apply to their storage units. To provide convenience for your tenants during this process, the Nokē Smart Entry (NSE) Web Portal allows for temporary access to two units simultaneously. This enables tenants to transfer their belongings from one unit to another within a specified timeframe.

      Transfer Overview

      Transfers generally occur in two steps:

      The initial step involves the processing of the transfer from the vacating unit to the new unit by the PMS system. This step is of utmost importance in the overall process as it encompasses the application of credits/charges and the generation of a new lease agreement.

      The final step involves the NSE Web Portal granting temporary access to both units, allowing the tenant sufficient time to empty the old unit and relocate to the new one. This step is crucial because the tenant needs access to both doors, which may be located in different zones. It's important to note that transfers in the NSE Web Portal are vital, even for facilities transferring between non-NSE units, especially if the units are in different access zones.

      Once the transfer has been completed in the PMS system, proceed to the Web Portal and locate the unit from which the tenant was transferred. Grant them access to that unit.

      To grant temporary access to the vacated unit in the Web Portal,

      1. From the Web Portal, click the Units tab.
      2. Locate the unit the tenant is vacating and click on it.
      3. From the Unit Details form, click Transfer Unit.
      4. From the Transfer Unit form, select the unit the tenant is transferring to.
      5. Click Submit to start the transfer period. (For the next 48 hours, the tenant will have access to both units.)

      Once access to both units is granted through the NSE Web Portal, the manager will need to select the unit in the following manner:

      • If the transfer was initiated in the PMS system, then the vacating unit is selected from the Web Portal.
      • If the transfer was initiated in the Web Portal, then the new unit is selected from the Web Portal. 

      The default access timeframe is always 48 hours. However, that can be cancelled anytime by clicking Unassign from Transfer. If you do this, select the vacating unit from the Unit Details form. This revokes access to the vacating unit and grants the tenant access to only the unit they just moved into.

      If there is any variance, the NSE unit assignment will be overridden upon the next PMS system sync to NSE. To extend the 48 hours, the manager can click Extend Transfer to start the clock over.

      Note: The NSE Web Portal does not change any information in the PMS system when completing a transfer. These processes are separate. The PMS system handles account/inventory management and lease agreements, while the NSE Web Portal only provides temporary physical access to both the vacating unit and the new unit until the transfer expires.

      Tip: A Users Transferring widget can be added to the dashboard to track current transfers and display the transfer expiration period.

      Here's a summary of what occurs in the NSE Web Portal:
      1. From the Web Portal, a transfer is initiated from the vacating unit to the new unit.
      2. The tenant now has access to both units for 48 hours. (This can be changed at any time via the Web Portal.)
        1. Shared Users have access to both units until the transfer period expires (48 hours). After the tenant takes sole occupation of the new unit, he will have to re-add his shared users from the mobile app.
        2. Shared Managers/Employees will have access to the vacating unit until the transfer period expires (48 hours). However, they will not be able to access the new unit until the tenant takes sole occupation of it and adds them as shared users again from the mobile app.
        3. Fob Users have access to the vacating unit until the transfer period expires (48 hours) and must resync the fob to gain access to the new unit.
      3. From the Web Portal, transfers can be terminated manually or automatically after (48 hours).
      4. After the transfer is either completed or has expired, the Web Portal and PMS resync as follows:
        1. The vacated unit becomes Available for rent.
        2. The new unit becomes Occupied by tenant.

      Here is an example process - 

      The tenant is currently renting Unit A but is relocating to Unit B.

      Here’s how the process unfolds:

      Manager Updates PMS:

      • The manager completes the transfer in the PMS, which should include payment(s) completion and new lease agreements.

      • The manager assigns the user to Unit B in the Property Management System (PMS).

      • A sync needs to happen for the NSE system to place the tenant into Unit B now

      Manager Action:

      • The manager logs into the web portal.

      • Navigates to the Units tab.

      • Locates Unit B and clicks on it. (New)

      • From the unit details page, clicks on ‘Transfer Unit.’

      • In the bottom section, selects Unit A. (Old)

      Transfer State in NSE System:

      • Both Unit A and Unit B now go into a ‘Transferring’ state in the NSE system, bypassing or ignoring any PMS updates and syncs.

      • The tenant gains access to both Unit A and Unit B for 48 hours.

      Sync After 48 Hours:

      • After 48 hours, the units are unassigned from the Transfer state in the NSE system, which is ignoring updates from the PMS, and a sync between the PMS and NSE is triggered.

      • This sync puts the tenant into the new Unit B and removes them from the old Unit A.

      • Unit A is now available, while Unit B is now Occupied.

      Chapter 4: Tenant Setup and Tenant App

      This section shows you how to perform the following tasks:

      Setting Up the Mobile App

      Once you have downloaded the Nokē Storage Smart Entry mobile app, you will need to log in and set up your account.

      To set up an account,
      • From the Login screen on the mobile app, enter your smartphone number in the field, and then enter the verification code that was sent with the text in the password field.
      • Click the Login with Email link at the bottom of the screen to use your email address as your login. If your phone number has a different country code than your facility, click the Country Code drop-down and select it from the list. (The default country code is based on the facility’s location.)
      • Next, you will be prompted to create and confirm a new password (minimum of 8 characters).
      • Now you can log in to the mobile app and Web Portal with the new password you just created.

      Moving In a Tenant

      Once the rental is processed in your PMS, your tenant receives a text message and an activation code (temporary password) with a link to download the Nokē Storage Smart Entry mobile app.

      Note: The tenant’s mobile phone number is required if she wants to use the mobile app to access her unit.

      If the tenant does not receive the text, check the following:

      • From the Web Portal, click the Users tab, and then locate the tenant using the Search field. Click the tenant’s account, and then click Activate Account to resend the link.

      • If the tenant still does not receive the text, the phone number for the tenant is probably incorrect in your PMS.

      • Update the phone number in your PMS, and then follow the steps below:

        • Sitelink, Omni, and storEDGE users: You’ll need to go to your branded web portal and log in, and click Sync PMS in order for the rented unit to update the NSE system.

        • StorEDGE (unattended), Easy Storage Solutions, and Space Manager users: This update occurs automatically. The customer should receive a text within one minute of processing the rental in your PMS.

        • Storelocal GDS users: The update between the PMS and the Nokē system occurs automatically, and the text is delivered automatically via GDS. If you process the rental through GDS, the tenant immediately receives a text. If you process the rental through your management software, it can take up to 5 minutes for the text to be sent. Transferring units, move-outs, and status changes can take up to 5 minutes to process.

      To log in to the tenant mobile app,

      • From the text message, tap the link to download the mobile app.

      • Once the mobile app is downloaded, enter your mobile phone number in the Login field, and enter the 6-digit activation code in the Password field.

      • If you want to log in with your email address instead of your phone number, tap the Login with Email link at the bottom of the screen. (For tenants that are employees too, this is a good way to set up your employee account.

      Opening a Unit as a Tenant

      You can download the Nokē Storage Smart Entry mobile app from the Apple App Store or the Google Play Store. Search for Storage Smart Entry by Nokē. 

      After downloading the mobile app, follow these instructions:

      First Steps for New Tenants

      • Shortly after renting the unit, you will receive an automated text message from the facility.
      • To get started, use your phone number as your username and enter the 6-digit PIN (activation code) from the text message as your temporary password.
        • Once logged in, the mobile app prompts you to create a new password for your future logins.
          • Please create a new password to access the mobile app going forward.
        • If prompted, simply tap OK twice to grant the Storage Smart Entry mobile app permission to access both Bluetooth and Location Services from your smart device.

          Note: Bluetooth must be turned on in your smartphone’s settings as well as permission granted for the Storage Smart Entry mobile app in order to access your unit.

          After logging into the mobile app, the Home screen is displayed. Here, you will find essential facility information such as its name, address, and phone number. Below that, a comprehensive list of all entry points, units, and devices you have access to is displayed. 

          Upon arrival at the facility's entry gate, the gate icon will be highlighted on the mobile app's Home screen. Simply tap the highlighted icon to open the gate.

          Once you get to your unit or within range of your unit, the icon will be highlighted on the mobile app's Home screen. Simply tap the highlighted icon to open the unit.
          If your unit is Nokē One or Nokē Contact, you will have to wake the lock first. To do this simply touch the button on the device and then the icon will highlight in your app and you can open it. The app will recognize if the lock is in sleep mode and needs to be activated before the door can be unlocked. This pop-up shows the user what to do. 

           

          Any device that displays as grayed out and does not highlight is out of range. To resolve this, move closer to the device. Once you click on the icon, the NSE system verifies your access and the device opens. 

        Opening an Entry Point as a Tenant

        You can download the Nokē Storage Smart Entry mobile app from the Apple App Store or the Google Play Store. Search for Storage Smart Entry by Nokē. 

        After downloading the mobile app, follow these instructions:

        First Steps for New Tenants

        • Shortly after renting the unit, you will receive an automated text message from the facility.
        • To get started, use your phone number as your username and enter the 6-digit PIN (activation code) from the text message as your temporary password.
        • Once logged in, the mobile app prompts you to create a new password for your future logins.
          • Please create a new password to access the mobile app going forward.
        • If prompted, simply tap OK twice to grant the Storage Smart Entry mobile app permission to access both Bluetooth and Location Services from your smart device.

          Note: Bluetooth must be turned on in your smartphone’s settings as well as permission granted for the Storage Smart Entry mobile app in order to access your unit.

          After logging into the mobile app, the Home screen is displayed. Here, you will find essential facility information such as its name, address, and phone number. Below that, a comprehensive list of all entry points, units, and devices you have access to is displayed. 

          Upon arrival at the facility's entry gate, the gate icon will be highlighted on the mobile app's Home screen. Simply tap the highlighted icon to open the gate.

           

          opening an entry gif

          Any device that displays as grayed out and does not highlight is out of range. To resolve this, move closer to the device. Once you click on the icon, the NSE system verifies your access and the device opens.

          When using a Nokē Pad, Keyless Entry, or a Nokē Screen with an assigned access code for entry into a gate, door, or elevator, enter the access code number on the device, and then tap the # (e.g., 123456#). Once the access is verified, a green light (if applicable) appears and the device opens.

          Helping Tenant Find Their Unit

          When using the tenant's mobile app, the Locate Unit feature can be found on the Home screen. By tapping the Locate Unit icon, the smart lock will emit a chirping sound for 15 seconds, while the unit controller flashes blue to pinpoint the source of the noise. If the tenant has multiple units, a menu will allow them to choose the specific unit to locate and unlock when near the door.

          This innovative feature is ideal for tenants who have rented a unit online and are exploring the property for the first time, or for tenants who haven't visited their space in a while and may have trouble recalling its location.

          Note: This feature is particularly useful for digital key shared users who are new to the facility and unit. These users can easily download the mobile app, log in for access, and find the exact location by checking the address below the facility name. This will then open the map app to guide them to your facility. 

          Once the shared user arrives at the facility, they can utilize the Locate Unit feature to easily find and access the tenant's unit. This feature is a valuable tool for various shared users, including movers, business employees, friends, and family members. It showcases how your facility leverages smart technology to enhance the overall tenant experience.

           
           

          Making a Payment

          If a tenant is delinquent on a payment and the unit is placed in the Overlocked status, a message is sent to her when she tries to access the facility. It states that a payment is required and to tap the Make Payment button in the tenant's mobile app. This links to the facility's payment portal.

          To make a payment from the mobile app,

          • When the tenant receives the Overlocked text message, she is directed to tap the Make Payment button in the mobile app.

          • This redirects her to your facility's PMS payment portal where a payment is made.

          • Once the payment is completed, the tenant returns to the tenant mobile app where access to her unit is restored.

          Note: It could take up to 5 minutes before the tenant can access the facility’s gate or her unit.

          Sharing a Digital Key

          Tenants have the flexibility to grant access to their units to an unlimited number of guests using our Nokē Smart Entry digital key technology. With just a few taps on their phone, tenants can easily revoke shared digital keys and effortlessly keep track of who accessed their unit and when.

          To share a tenant's digital key from the mobile app,

          • Log in to the Nokē Storage Smart Entry mobile app.
          • Click Share Access in the top-right corner of the screen.
          • Enter the smartphone number of the person you want to share access with your unit.
          • Click Next.
          • Select the unit(s) to share access with, and then click Next.
          • Select the time frame, if the shared user should have temporary access only. Otherwise, select to share indefinitely.
          • Now, the shared user receives a text message with an activation link to download the mobile app and a temporary 6-digit password to log in.

          To enable the shared user's access to the unit,

          • The shared user clicks the link and downloads the Storage Smart Entry by Nokē mobile app.
          • From the Login screen, the user enters his smartphone number and then clicks Next.
          • From the Enter Code screen, the user enters the 6-digit password and then clicks Next.
          • From the Confirm Account screen, the user is prompted to enter a first and last name, and then to create and confirm a new password (minimum 8 characters).
          • To complete the setup, the user clicks Confirm Account.
          • An introduction to the Storage Smart Entry mobile app is displayed with a short tutorial.
          Note: To remove this shared user's access to your unit(s), click the Users tab at the bottom of your mobile app's screen, find the person you want to remove, swipe left on their name, and click Delete.
           

          Tenant Talking Points

          • Tenants can share digital key access to their unit(s) from their Nokē Storage Smart Entry mobile app with anyone at any time for a specified number of days or indefinitely.
          • Shared Users can be added with ease via a smartphone number.
          • Shared Users can be deleted with a swipe of the finger. 
          • Only tenants can manage their Shared Users--the users cannot.   
          • Tenants can monitor all unit activity right from their mobile app and filter by unit and user.
          • Unit access can also be shared with the facility employees to grant temporary entry for package delivery or to perform maintenance.
          • Digital key access and the Shared User feature is great for movers, friends, family, and employees.

          To receive a digital key,

          • From the text message, click the link to download the mobile app.

          • Once the mobile app is downloaded, the user enters her mobile phone number in the Login field, and then enters the 6-digit verification code in the Password field.

          • The shared user is prompted to create a new password containing at least 8 characters.  

          To revoke a digital key,

          • Tap the Users icon at the bottom of the screen.

          • From the Users screen list, swipe left on the shared user.

          • Tap Delete.

          • Tap Yes to confirm.

           

          Chapter 5: Fobs 

          This section shows you how to perform the following tasks:

          Adding a Fob

          Initial Setup - For Managers Assisting Tenants

          To initiate the setup process,

          • Log in to your manager's mobile app account.
          • Refresh your app by pulling down from the top, this verifies that you have the most up-to-date information units/accounts before proceeding
          • Tap the '+' (plus) symbol in the top right corner of the mobile app.
          • Select the Add Fob to Tenant option.
          • Scroll or search to find the tenant you are assisting and tap on the user name.
          • Obtain the PIN sent to the tenant and enter it on the Enter PIN page. Click Next. (Note: The tenant must provide the PIN as the fob is a shared user and requires access.)
          • Give the fob a quick squeeze to initiate the search process. (Note: Do not hold the fob, just give it a quick squeeze and release.)
          • Follow the prompts in the mobile app to complete the fob setup.

          Note: The 'Fobs Follow User Schedule' is a new facility setting that allows you to determine whether users with fobs will adhere to a universal Fob Schedule (set on the Hours page of the Nokē Smart Entry Web Portal) or if each user with a fob will follow an individual schedule assigned to them. If this Facility Setting is turned 'On', upon the next sync or addition of a new fob, firmware updates will be mandatory for most fobs to enable the individual user schedule feature. Fob firmware versions 3.7 or lower do not support this feature and can only utilize the Fob Schedule. The Mobile App will guide you through the fob firmware update process. However, this is a 2 step process where you must first update the firmware, and then once that is complete, you sync the fob again to complete the process. 

          If the 'Fobs Follow User Schedule' facility setting is enabled and you are adding a fob for the first time, if the fob has firmware version 3.7 or lower, this process will now involve three steps. Initially, you must add the fob to the tenant, followed by updating the firmware, and finally, syncing the fob again to finalize the process.

          Note: To sync or add Fobs, ensure that your Mobile App is updated to the latest version (2024.1). If you encounter any issues, the first troubleshooting step is to check the version number of the Mobile App. You can locate this information within the Mobile App by accessing Settings (identified by the three horizontal lines icon in the bottom right corner) and selecting 'About'. 

          If the Mobile App is not on version 2024.1 or later, it will need to be updated. Tenants can do this by navigating to either the Google Play Store or the App Store and searching for the 'Storage Smart Entry by Nokē' app. If an update is available, it will be displayed, and tenants can proceed to update the app.

          For Android devices, after adding a new fob, you will need to sync it. The Mobile App will prompt you to do so if the 'Fobs Follow User Schedule' setting is turned 'Off'.

          Re-Syncing a Fob that is Already Assigned to a Tenant

          If a user already has a fob but encounters issues with its functionality for entry(s) or unit(s), or if any changes have been made to her account, it might be necessary to sync the fob to update its programming.

          Some sync changes have been implemented depending on whether your facility wants the fobs in use to follow one universal fob schedule or if each user with a fob will follow an individual schedule assigned to them. 

          See that KB here: 'Fobs Follow User Schedule' Facility Setting 

          To initiate the synchronization process,

          • Log in to your manager's mobile app account.
          • Refresh your app by pulling down from the top, this verifies that you have the most up-to-date information units/accounts before proceeding
          • Tap on the Settings menu in the bottom right corner (represented by three horizontal lines).
          • Select Sync Fob for Tenant.
          • Ensure that the fob is within range of your device, Give the fob a quick squeeze to initiate the search process. (Note: Do not hold the fob, just give it a quick squeeze and release.)
          • Finally, follow the provided instructions to complete the synchronization.

          Note: A PIN is not required for synchronization, only when setting up a new fob.

          Note: The 'Fobs Follow User Schedule' is a new facility setting that allows you to determine whether users with fobs will adhere to a universal Fob Schedule (set on the Hours page of the Nokē Smart Entry Web Portal) or if each user with a fob will follow an individual schedule assigned to them. If this Facility Setting is turned 'On', upon the next sync or addition of a new fob, firmware updates will be mandatory for most fobs to enable the individual user schedule feature. Fob firmware versions 3.7 or lower do not support this feature and can only utilize the Fob Schedule. The Mobile App will guide you through the fob firmware update process. However, this is a 2 step process where you must first update the firmware, and then once that is complete, you sync the fob again to complete the process. 

          If the 'Fobs Follow User Schedule' facility setting is enabled and you are adding a fob for the first time, if the fob has firmware version 3.7 or lower, this process will now involve three steps. Initially, you must add the fob to the tenant, followed by updating the firmware, and finally, syncing the fob again to finalize the process.

          Note: To sync or add Fobs, ensure that your Mobile App is updated to the latest version (2024.1). If you encounter any issues, the first troubleshooting step is to check the version number of the Mobile App. You can locate this information within the Mobile App by accessing Settings (identified by the three horizontal lines icon in the bottom right corner) and selecting 'About'. 

          If the Mobile App is not on version 2024.1 or later, it will need to be updated. Tenants can do this by navigating to either the Google Play Store or the App Store and searching for the 'Storage Smart Entry by Nokē' app. If an update is available, it will be displayed, and tenants can proceed to update the app.

          For Android devices, after adding a new fob, you will need to sync it. The Mobile App will prompt you to do so if the 'Fob Schedule' setting is turned 'Off'.

          Removing a Fob Assigned to a Current Tenant

          To unassign a fob,

          • Log in to the Nokē Smart Entry Web Portal from your manager account.
          • Navigate to the Users tab.
          • Scroll or search to find the tenant who is currently assigned to the fob and click on her user name.
          • On the User Details page, click the Settings (gear icon) in the top right corner of the first widget. 
          • Click the Fobs tab.
          • Select Remove Fob.

          Chapter 6: FAQ (Frequently Asked Questions)

          This section shows you how to use the Nokē support features and troubleshoot some of the most common tenant mobile app and facility manager issues.

          The Nokē Smart Entry system provides various ways for you to find help and answers to your questions, ranging from a searchable website of frequently asked questions to live chat sessions with a support specialist.

          These available help resources include:
          • Resource Center: The question mark (?) icon in the bottom right corner of the screen provides access to additional training resources, including walkthroughs, webinar training recordings, release notes, best practices, and more.
          • FAQs: From the Web Portal’s tab menu, click Help > FAQs to access an FAQ page on our NSE Help Center website.
          • Nokē Smart Entry Help Center: The NSE Help Center is a searchable knowledge base of frequently asked questions. This is what you're currently viewing.
          • Live Chat: You can text directly with a member of our 24/7 support team by clicking the icon in the bottom-right corner of the Web Portal. A friendly Nokē support staff member will assist you with your question.
          • Trending Support Questions: From the Web Portal’s Home page, you can view the top four trending support questions, which include links to the most popular knowledge base articles.
          • Mobile App Instructions: From the Web Portal’s tab menu, click Help > App Instructions to display instructions for how tenants can download and log into the Nokē Storage Smart Entry mobile app.
          • Suggest Improvements: From the Web Portal’s tab menu, click Help > Suggest Improvement to display a form for requesting new features or functionality for the Web Portal and the Nokē Storage Smart Entry mobile app.
          • Contact Us: From the Web Portal’s tab menu, click Help > Contact Us to display the 24/7 Support Desk phone number. Alternatively, you can submit a help ticket with basic information about your issue and how you would like the support staff to contact you.
           

          Troubleshooting the Tenant Mobile App

          If the tenant experiences a problem with the Nokē Storage Smart Entry mobile app when accessing entry/exit points, opening his unit, or other issues, have him try the following in this order, and check to see if the mobile app works after each step.

          To troubleshoot access issues,

          • Verify they are using a compatible smartphone:
            • iOS 12.1 (Apple): iPhone 5S or newer models Android 6.0: Android Galaxy S6 or newer models.
          • Check that the smartphone’s Bluetooth is turned on--the tenant will get a pop-up indicating they need to turn on Bluetooth if it is off.
            • Android Smart Phone Users Only: Check that the smartphone location services are turned on (Settings > Connections > Location) AND that the mobile app has its location permissions turned on (Applications > Nokē Storage Smart Entry mobile app > Permissions).
          • (Close/Re-Open) the mobile app.
          • (Turn Off/Turn On) Bluetooth.
          • Power Cycle the smartphone (Turn Off/Turn On).
          • Verify that the tenant has the latest version of the Nokē Storage Smart Entry mobile app. The version is found by tapping (Settings > About), and then checking the version and comparing it to the version listed in the App Store (Apple) or Google Play (Android).
            • If it’s not the latest version, have the tenant download the Nokē Storage Smart Entry mobile app on a different smartphone or tablet (Bluetooth-enabled), Then, have him log into the mobile app using the login and password credentials for his NSE account. After that, have him try accessing entry/exit points or opening his unit.
          • Ensure that the smartphone or tablet has cellular or WiFi service to receive the digital key credentials. Then have the tenant tap the Refresh icon on the middle-right portion of the mobile app’s Home screen.
          • Instruct the tenant to download the Nokē Storage Smart Entry mobile app on a third smartphone or tablet (Bluetooth-enabled), and then log in and set up a fob.
          • If the unit icon is not displayed in the mobile app, verify that the tenant is assigned to the unit by checking in the NSE Web Portal. If the tenant is not assigned to the unit, click the Update Customer Data button on the Navigation menu in the NSE Web Portal.

          If these steps do not work, please call or contact support.

          Location Services

          If tenants encounter problems with the mobile app on their Android smartphones, it is important to ensure that the location services are enabled before attempting any other troubleshooting steps. Enabling location services is essential for proper Bluetooth functionality on an Android device.

          Phone Number

          When entering a phone number into the Login field, please refrain from using parentheses ( ) or hyphens -. This field only accepts numbers.

          Sync PMS

          If you are a Sitelink, storEDGE, or Omni user, click the Update Customer Data button from the Navigation menu in the NSE Web Portal after the following events:

          • A new tenant rents a unit.

          • An existing tenant rents an additional unit.

          • An Over-locked tenant makes a payment.

          • A tenant transfers to a new unit.

          • A tenant moves out of a unit.

          Add Tenant

          Do not add tenants or rental information from the NSE Web Portal. This should be done in your PMS. If you do add tenant or rental information through the NSE Web Portal, it will be overridden the next time your PMS updates the Nokē system.

          Resolving Facility Manager Issues

          Facility managers can troubleshoot the Nokē Storage Smart Entry mobile app for these issues:

          Text Message Issues

          If the tenant does not receive a text message on their smartphone after successfully being moved into your Property Management Software (PMS) please check the following in order:

          • Check that the smartphone is NOT in airplane mode and that cellular service or Wi-Fi is available.

          • Validate with the tenant that they provided the correct mobile number for the smart phone being used. If the number is not correct, re-enter the number in your PMS and click the Update Customer Data button on the Navigation menu in the NSE Web Portal.

          • Check the NSE Web Portal and verify by searching for the unit number (or tenant name) that the tenant information was successfully updated from your PMS system to the Nokē Cloud. If the unit number or tenant search doesn’t reflect the unit which is rented, click the Update Customer Data button on the Navigation menu in the NSE Web Portal.

          • If these steps do not result in the tenant receiving the appropriate text message, please call or contact support (see below).

          Mobile App Download Issues

          If the tenant experiences a problem with downloading the Nokē Storage Smart Entry mobile app, have them try the following in order:

          • Verify they are using a compatible smartphone: iOS 12.1 (Apple): iPhone 5S or newer models Android 6.0: Android Galaxy S6 or newer models

          • Check that the smartphone is NOT in airplane mode and that cellular service or WiFi is available.

          • If these steps do not result in the tenant successfully downloading the Nokē Storage Smart Entry mobile app, please call or contact support (see below).

          NSE Account Creation Issues

          If the tenant experiences difficulty logging into the Nokē Storage Smart Entry mobile app and creating an account, have them try the following in this order:

          • Check that the smartphone is NOT in airplane mode and that cellular service or WiFi is available.

          • Verify the tenant is using the correct mobile number in the Username field.

          • Verify the tenant is using the correct activation code in the Password field. This was provided in the text message he received. Also, ensure that the activation code is not expired. If it has been longer than 24 hours since the text message was received, please contact support on the tenant’s behalf to re-validate the activation code.

          • If these steps do not result in the tenant’s successful login and account creation to the Nokē Storage Smart Entry mobile app, please call or contact support (see below).

          Password Issues

          If the tenant has forgotten his password, have him request a new password by tapping Forgot Password? from the Login screen on the Nokē Storage Smart Entry mobile app.

          If these steps do not result in the tenant’s successful login and account creation for the Nokē Storage Smart Entry mobile app, please call or contact support (see below).

          Mobile App Access Issues

          If the tenant experiences a problem with the Nokē Storage Smart Entry mobile app when accessing entry/exit points, opening their unit, or other issues, have them try the following in this order, and check to see if the mobile app works after each step:

          • Verify they are using a compatible smartphone: iOS 12.1 (Apple): iPhone 5S or newer models Android 6.0: Android Galaxy S6 or newer models

          • Check that the smartphone’s Bluetooth is turned on--the tenant should get a pop-up indicating they need to turn on Bluetooth.

          • Android Smart Phone Users Only: Check that the smartphone location services are turned on (Settings > Connections > Location) AND that the mobile app has its location permissions turned on (Applications > Nokē Storage Smart Entry mobile app > Permissions).

          • (Close/Re-Open) the mobile app.

          • (Turn Off/Turn On) Bluetooth.

          • Power Cycle the smartphone (Turn Off/Turn On).

          • Verify that the tenant has the latest version of the Nokē Storage Smart Entry mobile app. The version is found by tapping (Settings > About), and then checking the version and comparing it to the version listed in the App Store (Apple) or Google Play (Android).

          NSE Training Manual

          • If it’s not the latest version, have the tenant download the Nokē Storage Smart Entry mobile app on a different smartphone or tablet (Bluetooth-enabled), Then, have him log into the mobile app using the login and password credentials for his NSE account. After that, have them try accessing entry/exit points or opening their units.

          • Ensure that the smartphone or tablet has cellular or WiFi service to receive the digital key credentials. Then have the tenant tap the Refresh icon on the middle-right portion of the mobile app’s Home screen.

          • Instruct the tenant download the Nokē Storage Smart Entry mobile app on a third smart phone or tablet (Bluetooth-enabled), and then login and set up a fob.

          • If the unit icon is not displayed in the mobile app, verify that the tenant is assigned to the unit by checking in the NSE Web Portal. If the tenant is not assigned to the unit, and click the Update Customer Data button on the Navigation menu in the NSE Web Portal.