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How do I switch from a direct lock connection to Smart Devices?

  • Updated

Smart Devices is still rolling out. It is not available on every Smoobu account yet. If you cannot find Smart Devices in your Marketplace or Configuration, your account is not part of the rollout yet. There is nothing you need to do, and any lock you already connect directly keeps working exactly as before.

If you already connect a lock to Smoobu directly, for example through Nuki Web or Iglooconnect, you can move it to the Smart Devices portal. Disconnect the old connection on your lock provider's side first, then connect the lock through Smart Devices and update your message templates. Doing it in that order keeps your guest codes working without creating duplicates.

Before you start

You need all of these before you switch:

  • Your locks working in the provider's own app. Each lock must be paired, online, and controllable in your lock brand's own app.
  • Any required accessories active. If your lock needs a Wi-Fi bridge or a companion keypad to create guest PIN codes, confirm it is powered on and in range.
  • Your lock provider account login. You sign in with it during the switch.

Steps

  1. Disconnect the old connection. Sign in to your lock provider's web portal or partner section (for example Nuki Web or Iglooconnect). Find the existing Smoobu connection and click Disconnect or Deactivate. Do this first, so the old and new connections do not both create codes.
  2. Connect through Smart Devices. In Smoobu, go to Configuration > Smart Devices and sign in with your lock provider account login, the same email and password you use in your lock brand's app. Do not enter your Smoobu login here.
  3. Assign each lock to its property. In Smart Devices, find your locks and assign each one to the Smoobu property it belongs to. Full setup steps are in How do I connect a smart lock to Smoobu?.
  4. Update your message templates. Go to Experience > Communication and open your guest check-in templates. Replace your old lock provider's code placeholder with [seamAccessCode]. Smoobu fills it with the guest's code when the message sends.

Check it worked

  • Your locks appear on the Smart Devices page with an Online or Active status.
  • Send a test check-in message to a test booking and confirm the [seamAccessCode] placeholder is replaced by a real code.

Common problems

Guests receive two different codes

This happens when the old connection is still active alongside Smart Devices. Sign back in to your lock provider's web portal and make sure the earlier Smoobu connection is fully disconnected.

My locks show as offline or are missing

Open your lock provider's own app and confirm you can control the lock there. If it works in the app, disconnect the lock on the Smart Devices page and connect it again, entering your lock provider login carefully.

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.

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