Spacebring lets you grant Kisi access based on a subscription or booking, and automatically revokes access when it expires. Here are the most common errors you may encounter and how to resolve them.
"No locks"
Some users and companies may see the "No locks" message on the Access page.
This could be happening due to the following reasons:
Inactive subscription: If a subscription has a future start date, it is not considered active. Access to Kisi is granted only for active subscriptions—subscriptions that have already started.
Incorrect email address: Access to Kisi is tied to the email address associated with the user’s account. If a user logs in with a different email than the one used for their invitation, they will not receive access.
User not added to a company: Ensure the user is added to the appropriate company. Once added, they will receive all subscription benefits and gain access to Kisi.
The necessary locks have not been created and/or added to the access group in Kisi. To fix this, do the following:
Open the Kisi dashboard > add locks to the necessary Kisi group > save changes.
Open Spacebring > go to Customers > open a customer profile > select a subscription > double-check the Kisi group in the "Access" section and tap
Save.
Incorrect place selected in Integrations > Kisi: If a specific place is selected, users will see only the locks from that place. If your locks are in a different place, their visibility will be restricted. To fix:
Go to Integrations > Kisi.
In the "Place" dropdown, either:
Select the place where your doors are added, or
Choose “Not selected” to show locks from all places.
"Please ask an administrator to disable the Kisi Reader restriction."
Users can see the "Please ask an administrator to disable the Kisi Reader restriction" error after trying to unlock a door on the Access page. This error message appears because your Kisi lock is configured to open only using Bluetooth.
Spacebring sends a request to the Kisi server to open the lock through member web portal or mobile app; in this case, Bluetooth is not needed. To solve this issue:
Open your Kisi dashboard.
Disable the Bluetooth requirement for the lock in the Kisi app.
"You have to confirm your email address before continuing."
Users may see the message "You have to confirm your email address before continuing" when opening the Access page in the web portal or mobile app. This happens when a user is manually added to the Kisi dashboard by an administrator but has not confirmed their email in the invitation from Kisi.
If the same user is later added to the member web portal or mobile app with an active subscription or booking, they may be synced to Kisi twice, and Spacebring cannot override the unverified email.
The solution depends on how the user receives access:
If the user was given access to Kisi with a subscription:
Go to your Kisi dashboard and remove the user from all Kisi groups.
In Spacebring:
Go to Customers, open the user/company profile, then open their subscription.
In the "Access" section, choose "Not selected" and press
Save.Reopen the subscription, select the necessary Kisi group, and press
Save.
If the user has made a future booking:
Remove the user from all Kisi groups in your Kisi dashboard.
The user’s data will sync to Kisi automatically, granting access correctly before the booking starts.
If the room booking has already started:
Remove the user from all Kisi groups in your Kisi dashboard.
In Spacebring:
Go to Rooms, select the ongoing booking, and press
Edit.Temporarily change the booking end time to a later time and press
Save.Edit the booking again to restore the correct end time.
This forces the system to grant the user access anew.
"Group is not found."
Users may see the "Group is not found" error in the member web portal or mobile app if a Kisi access group selected in their subscription has been deleted in Kisi. To fix:
Go to the Kisi dashboard and verify that all required access groups with the correct locks exist.
Edit all existing subscriptions and select an existing Kisi group from the list.
Ensure the correct group is selected for all plans and resources.