Here are the most common types of errors you can face in Spacebring and how to solve 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:
1. Inactive subscription: If a created subscription has a future start date, it is not considered active. Access to Kisi is provided only with the active subscription (a subscription that has just started).
2. Incorrect email address: If a user logged in to the member web portal or mobile app not with the email address with which they were invited by administrators. Access to Kisi is tied to the email address associated with a specific user's account.
3. A user is not added to a company: Ensure the user is added to the appropriate company. When added, they will share all the subscription perks, as well as the access to Kisi.
4. 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 and save changes.
Open Spacebring > go to Customers > open a user or company profile > select a subscription > double-check the Kisi group in the "Access" section and tap "Save".
"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 only open 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 please follow the steps below:
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 can encounter an error message that says, "You have to confirm your email address before continuing" while opening an Access page in member web portal or mobile app. This happens when an administrator manually adds a user to the Kisi dashboard, but the user doesn't confirm their email address in the email sent to them by Kisi.
If the same user is added to member web portal or mobile app later and has an active subscription, room, or desk booking, they are synced to Kisi twice. Meanwhile, their email address hasn't been verified by Kisi yet, and Spacebring cannot override it.
The solution depends on whether the user receives access based on the subscription or on the room or desk booking.
If the user was given access to Kisi with a subscription, follow these steps:
Go to your Kisi dashboard > remove the user from all Kisi groups.
Navigate to Spacebring > Customers > open a user/company profile > open their subscription > in the "Access" section, choose "Not selected" > press
Save.Reopen the user/company subscription > select the necessary Kisi group > press
Save.
If the user has made a future room or desk booking, go to your Kisi dashboard > remove the user from all Kisi groups. The user's data will be synced to Kisi, and the user will be given access correctly before the booking start.
If the room booking has already started and the user cannot receive access due to this error, follow these steps:
Go to your Kisi dashboard > remove the user from all Kisi groups.
Navigate to Spacebring > Rooms > select the ongoing room booking of this user > press
Editin the top right corner > change the booking end time to any later time > pressSave.Press
Editone more time and return the booking end time to the proper one. These actions will grant the user access anew.
"Group is not found"
If users select a Kisi access group in a subscription and that group is later deleted in Kisi, they may encounter the "Group is not found" error in member web portal or mobile app.
To fix this, the administrator needs to do the following:
Go to Kisi dashboard and check the correctness of created access groups with required locks.
Edit all existing subscriptions and select the existing Kisi group from the list.
Check if the correct existing group is selected for all plans, rooms and desks.