Door codes aren't showing up in your messages

A lock code placeholder that comes through blank usually means the message fired before your lock provider had generated the code. Trigger the message a few days before arrival instead of at booking confirmation, and the code is there when the message goes out.

First, check

• Is it the online check-in link that's missing, rather than a door code? See The check-in link is missing from your messages.
• The smart-lock placeholders all work the same way: [igloohomeLockCode], [nukiPin], [tedeePin], [remoteLockPin], [codelocksArrivalCode], [codelocksDepartureCode], and [seamAccessCode] / [seamAccessCodes]. Each fills in only when its lock integration is connected to your Smoobu account. Connecting is covered in your lock provider's setup guide in the Smoobu Help Center.

The message fired before the code existed

A message triggered at booking confirmation goes out about three minutes after the booking is created. If your lock provider hasn't generated the booking's code by then, the placeholder is empty in the sent message. Set the template's trigger to Arrival with a "days before" offset instead (or add a second, later message with the code): by then the code exists and the placeholder fills in.

If the placeholder is still blank on a message sent close to arrival, open the booking's details. No PIN shown there means your lock provider never generated one, most often because the integration isn't active on the provider's side. Check your account with the lock provider.

Only one code arrives, but you have two doors

Smoobu generates one door code per property and sends it through a single placeholder, so a property with a separate building entrance and apartment door still receives just one code. There are two ways to cover the second door.

• Assign both locks to the same property in your lock provider's dashboard. Many smart-lock providers let you attach more than one lock to a single property in their own app or dashboard. When both doors belong to the property that is connected to Smoobu, the provider generates the same code for both, and your existing placeholder (for example [nukiPin]) sends it. Nuki, for example, supports this. Check your provider's settings for how to add a second lock to the property.
• Type a fixed entrance code into the template. If your building entrance uses one permanent code that is the same for every guest, you do not need the integration for it. Write that code straight into your message template as normal text, next to the placeholder that fills in the apartment code.

igloohome: a same-day booking gets no code

igloohome's system cannot generate a pin code for a booking placed on the arrival day after your property's configured check-in time. Smoobu can't override that. For those bookings, check in the igloohome app whether you can create a code manually, and send it to the guest yourself. Codes can also fail to generate when the igloohome device runs older firmware; contact igloohome support to have the firmware upgraded.

The code disappears from the Guest Guide at midnight

If you show door codes through the Guest Guide, note that its time-period visibility works in full days, midnight to midnight in your timezone, not by check-in and check-out hours. Content set to show "During stay" disappears at 00:00 on the check-out day, hours before a late-morning check-out. To keep a code visible through the last morning, also tick the "After checkout" option, and extend the code's validity in your lock integration so the code itself still works.

The placeholder is typed slightly differently

The igloohome placeholder, for example, is [igloohomeLockCode], with a capital L and C. Rather than typing a placeholder, copy it from the placeholder panel in the template editor (Experience > Communication, open the template); that rules spelling out as the cause. Template basics: set-up-automated-messages.

Check it's fixed

Open the sent message in the booking's message history, or preview the template for a booking close to arrival: the placeholder is replaced by an actual code the guest can enter on the lock.

Related articles

• set-up-automated-messages
• The check-in link is missing from your messages
• set-up-your-guest-guide
• how-guest-messaging-works

Still stuck?

If these steps didn't fix it, contact the Smoobu team: open the Help menu to open a ticket or book a call slot, or use the chat bubble in the bottom-right corner. To get the fastest answer, please include:

• Your Smoobu User ID (in the profile-icon menu, top right).
• The property name or ID, if it's about one property.
• The Booking ID, if it's about one booking (Bookings, then View more).
• The channel name, if it's about channel sync (Booking.com, Airbnb, Vrbo, and so on).
• A short step-by-step: what you did, what you expected, and what happened.
• Screenshots or a short screen recording of the problem.
• Your browser and operating system, if something looks wrong on screen.