If a prospect is unable to generate or access their lock code for an Aptly Access self-guided tour, there are several common causes that can usually be resolved quickly.
This guide walks through the most common issues and the steps prospects can take to access the property successfully.
Before You Start
To access a property during a self-guided tour, prospects must:
- Have an approved tour request
- Be physically present at the property
- Be within their scheduled tour window
- Have Location Services enabled on their device
- Have Bluetooth enabled on their device
- Access the property through their approval email, Tours Portal, or the NoKey app
If any of these requirements are not met, a lock code may not generate.
Issue #1: The Prospect Is Outside Their Tour Window
For security reasons, lock codes are only available during the prospect's scheduled tour time.
If a prospect attempts to access their code:
- Before the tour starts
- After the tour ends
The code will not be available.
Resolution
Confirm the prospect is attempting to access the property during their scheduled tour window.
If they arrive early or attempt to access the property after the tour has ended, they must wait until the tour begins or schedule a new tour.
Issue #2: The Prospect Is Not at the Property
Aptly verifies that prospects are physically present at the property before allowing access.
If the prospect is not close enough to the property, they may receive a message indicating that they are not at the tour location and will be unable to generate a code.
This security measure helps prevent unauthorized access to vacant units.
Resolution
Ask the prospect to:
- Stand directly outside the property or lock location.
- Refresh the page or reopen the app.
- Attempt to access the code again.
Issue #3: Location Services Are Disabled
Location Services are required so Aptly can verify that the prospect is physically present at the property.
If Location Services are disabled, access codes may not generate.
Resolution
Ask the prospect to:
- Open their device settings.
- Enable Location Services.
- Allow location access for their browser and/or the NoKey app.
- Return to the tour and try again.
Issue #4: Bluetooth Is Disabled
Bluetooth is required when using the NoKey app and helps record lock activity when prospects are near the property.
If Bluetooth is disabled, the prospect may experience issues accessing the lock.
Resolution
Ask the prospect to:
- Open their device settings.
- Enable Bluetooth.
- Return to the tour and attempt access again.
Issue #5: The Tour Has Not Been Approved
Prospects can only access lock codes after their tour request has been approved.
Resolution
Verify that the prospect received an approval email.
If they cannot find the email:
- Check their Spam or Junk folder.
- Confirm they are checking the email address used when scheduling the tour.
- Access the tour through the Tours Portal instead.
Accessing the Property Through the Tours Portal
If the approval email cannot be located, prospects can still access their tour through the Tours Portal.
Resolution
Provide the prospect with your property's listing widget or tour portal link.
Once logged in, they can:
- Open their scheduled tour.
- Select Access Property.
- Retrieve their code or launch NoKey access.
Alternative Access Method: NoKey App
If the web-based access experience is not working, prospects can use the NoKey app as an alternative.
A download link is included in approval and reminder emails.
Requirements
The prospect must:
- Be within their scheduled tour window
- Be physically at the property
- Have Bluetooth enabled
- Have Location Services enabled
- Use the latest version of the NoKey app
If these requirements are met, the NoKey app can often provide a successful alternative method for unlocking the property.
Using Third-Party Smart Locks
If you are using a smart lock that was not purchased through Aptly, prospects may need additional instructions to enter the property.
Aptly does not automatically provide lock-specific instructions for third-party lock brands.
Best Practice
Provide lock instructions in:
- Approval emails
- Reminder emails
- Tour preparation communications
For example, prospects may need to:
- Wake up the keypad.
- Enter their access code.
- Press the unlock or enter button.
The exact process will vary depending on the lock manufacturer.
Manually Generating a Code
If all troubleshooting steps have been exhausted, your team can manually generate a lock code for the prospect.
Important Security Considerations
Before manually providing a code:
- Verify the prospect's identity.
- Confirm they have an approved tour.
- Confirm they are physically at the property.
- Review any available verification information.
The built-in security controls—including ID verification, location validation, and authenticated access through the portal—are designed to ensure only approved prospects can access the property. Manual code generation should be used carefully and only when appropriate.
Additional Support Options
If the prospect is still unable to access the property, they can contact Chat Support through the live chat option within the Tours Portal.
Aptly Support Hours
- 8:00 AM – 5:00 PM Pacific Time
- 7 days a week
Because your team is closest to the property and lock hardware, we also recommend providing a direct contact number in your tour communications so prospects can quickly reach someone for assistance if access issues occur.