Troubleshooting Password Issues

Troubleshooting Password Issues for Nokē Storage Smart Entry

If you are experiencing password-related issues with the Nokē Storage Smart Entry mobile app or Web Portal, follow these steps to resolve the issue. This guide will help you address common password problems, such as forgotten passwords or login errors.

1. Forgotten Password

If the tenant has forgotten their password, they can easily reset it by following these steps:

Mobile App

1. Open the Nokē Storage Smart Entry Mobile App.
2. On the Login screen, tap ‘Forgot Password?’.
3. Follow the on-screen instructions to receive a password reset email.
4. Check the email inbox for instructions and follow the link to reset the password.
5. Once the password is reset, the tenant can log in with the new password.

Web Portal

If you have access to the Nokē Smart Entry Web Portal, you can initiate a password reset for the tenant:

1. Log in to the Nokē Smart Entry Web Portal.
2. Navigate to the Users section and search for the tenant.
3. Click on the tenant’s name to view their account details.
4. Click the ‘Gear’ icon (Settings).
5. Under the ‘Information’ section, click ‘Send via Email’ next to Reset Password.
6. This will send a password reset email to the tenant with instructions on how to reset their password.

2. Common Login Errors

If the tenant is still unable to log in after resetting the password, consider the following:

• Incorrect Email or Username: Ensure that the tenant is using the correct email address or username associated with their account. A common issue is mistyped email addresses or forgotten usernames.
• Check Email Inbox and Spam Folder: Verify that the password reset email was received. Ask the tenant to check their Spam or Junk folder, as it may have been incorrectly filtered.
• Account Locked: After multiple failed login attempts, the account may be temporarily locked. In this case, the tenant may need to wait for a reset period or contact support for further assistance.

3. Account Creation Issues

If the tenant has not yet created an account or is unable to access the app after following the reset process:

• Confirm Account Activation: Ensure that the tenant has received an activation email when initially signing up for the app. The activation link must be clicked to activate the account.
• Verify Access Permissions: Confirm that the tenant has the proper permissions set within the Nokē Smart Entry system (e.g., access to specific units or facilities). If they don’t, they may need their access permissions updated by the facility manager.

4. Additional Troubleshooting Tips

• Clear Cache or Reinstall the App: Sometimes, app glitches can prevent successful login. Suggest the tenant clear the app cache or reinstall the app to eliminate any potential issues.
• Update the App: Make sure the tenant is using the most recent version of the mobile app. Outdated versions may cause issues with logging in.
• Check Internet Connection: Ensure the tenant has a stable internet connection, as login failures can occur when the app cannot reach the server due to poor connectivity.

5. Contact Support

If the above steps do not resolve the issue, and the tenant is still unable to log in or reset their password:

• Contact Support:
  • Phone Support: Call 833- 257- 0240.
  • Email Support: Send an email to smartentrysupport@janusintl.com for assistance.

Provide as much detail as possible, including the tenant's account information, any error messages encountered, and the troubleshooting steps already attempted. This will help the support team resolve the issue more quickly.

By following these troubleshooting steps, most password-related issues can be quickly resolved. However, if the issue persists, don’t hesitate to contact support for further assistance.