If members are standing at the door and it won't open, you're likely double-checking 3 things:
"Do they actually have access?"
"Did the integration sync?"
"Is this a phone or hardware issue?"
Mobile access issues usually fall into one of these buckets:
The member does not have the correct access group.
The app and the door access system are conflicting.
The door or lock configuration is blocking access.
This guide walks you through how to check each layer, in the right order, so you can quickly determine what broke and where.
In this article:
Verify a member's door access status
Check access group mapping and assignments
Troubleshoot mobile app and device issues
Review door access system logs
Identify common configuration problems
Escalate to support with the right information
Before you begin
Ensure your door access integration is connected in the Integration Hub.
Step 1: Verify the member's access status
Start here. Most issues with members not having door access are caused by incorrect access group assignments or sync errors.
Check door access details
In the Flex Admin Portal:
Go to Operations > Members.
Open the Member profile of the person who doesn't have door access.
In the Integrations section, click Show Details next to Door Access.
In the dialog that opens, review the following:
Are all expected access groups listed?
Is Managed by OfficeRnD set to Yes for each group?
Is Access in {Door Access System} set to Yes?
Are there any sync errors displayed?
What can go wrong here?
Access group missing.
Unexpected access group assigned.
Member is marked as suspended (SaltoKS).
No error displayed, but access still does not work.
If "Managed by OfficeRnD" or "Access in System" is set to "No"
Sometimes, you might see "No" in either of the two columns.
If "Managed by OfficeRnD" is set to "No", the member has access to the group, but only in the door access platform. They can't unlock doors with our app.
In that case, follow the access reset process:
Click Unlink User in the member's Door Access Info dialog.
Log in to your door access system and delete the user from it.
Open the Flex Admin Portal, go to Integration Hub > Active Integrations, and open your door access integration.
Click Sync.
Go to Operations > Members and open the member profile.
Click Show Details next to Door Access again and check the information that appears.
If the user is recreated and synced again, but the door access dialog doesn't display the correct details, go to Step 2 ↓
If the user is not created, go to Step 2 ↓
How to proceed from here:
If not all correct access groups are listed or there are unexpectedly assigned groups, go to Step 2 ↓
If groups and access are all correct inside the door access dialog, go to Step 3 ↓
If the user has a label
suspendedand you still have groups inside the door access dialog, set the user back to "active".
Step 2: Confirm access group mapping
If access groups are incorrect or missing, the root cause is usually a mapping issue inside the door access integration in OfficeRnD Flex.
You must clarify:
Which access groups should this member be assigned to?
Under what conditionshould these groups be assigned? (Billing Plan, Private Office assignment, Booking, Day Pass)
Then review your integration mapping:
In the Flex Admin Portal, go to Integration Hub > Active Integrations and open your door access integration.
Review the mapping between:
Billing Plans
Locations
Floors
Resources
Meeting Rooms and other bookable resources
Day Passes
Common mapping issues
Only 1 access group was created for the entire building.
Meeting rooms are not mapped (no temporary access for bookings).
Private office not mapped to the correct office location.
Day Pass group not configured for drop-in members.
How to proceed from here:
If the groups are not correctly mapped, fix the mapping.
If the groups are correctly mapped but not assigned to the member, go to Step 3 ↓
Step 3: Check resource assignments and bookings
For short-term access (meeting rooms, Day Passes), ensure the member has one of the following:
An active booking
An assigned resource
A valid Day Pass
If the booking expires, access will be revoked.
For long-term access (private office, general building access), confirm:
Membership is active
Start and end dates are correct
Step 4: Troubleshoot mobile app and device issues
If the configuration looks correct, check the user's device.
Confirm software is up to date
Ask the user to check whether the software on their phone is up to date. If they use a Xiaomi device, also ask them to confirm that the Bluetooth drivers are up to date.
Confirm the app being used
Members must use only one of the following:
The OfficeRnD Branded App
The door access system's native app (for example, the Brivo app)
They cannot use both on the same device. Switching between apps can cause conflicts.
Step 5: Review the known integration issues
If none of the above are fixing your issue, review the following known issues and limitations:
Existing access is not revoked
If a member had access before integration was connected, that access remains unless manually removed in the door system. OfficeRnD adds access but does not remove original groups.
Email longer than 40 characters (Salto Space)
Salto Space has a limit of 40 characters for user emails. Emails longer than 40 characters will fail to sync and may not show clear errors. If that happens, shorten the email and re-sync.
SaltoKS suspension
A user may be suspended if:
All access groups were revoked for the member. They will automatically be set back to "active" when assigned to another access group.
A Salto admin manually suspended them.
The number of currently subscribed users in SaltoKS exceeds the limit.
If that happens, reactivate the user in SaltoKS.
Error "Cannot read property 'toString' of undefined" (Brivo)
If the user sees the error message "Cannot read property 'toString' of undefined", this usually means:
No Brivo Mobile Pass is assigned.
Automatic pass assignment is turned off.
Ensure:
Mobile Pass is assigned, or
Automatic assignment is turned on.
Day Pass is not deducting on check-in (Kisi)
If your Kisi integration was removed, webhooks may have been deleted and must be recreated via API. If this happens, contact support.
Step 6: Verify access is working
After fixing the integration configuration:
Go back to the member profile under Operations > Members and click Show Details. Confirm the correct access groups are assigned.
Confirm the unlock attempt is logged in the door access system.
Confirm the member sees a green light and hears a sound from the lock.
Confirm the member can unlock the door twice in a row.
Best practices
Follow these best practices when troubleshooting door access issues:
Do not deactivate the integration
Deactivating the integration removes all mapping configuration. Restoring your setup afterwards requires manual reconfiguration.
Use separate Salto integrations for separate Salto accounts
Avoid shared configurations across accounts.
Create multiple access groups
Do not rely on 1 single universal group for the entire building. Segment access by:
Location
Floor
Office
Meeting Room
Day Pass
Phone opens the Wallet app (iPhone)
When opening a door with the Branded App on your iPhone, don't hold the phone too close to the lock. If you hold it 1–4 cm from the lock, the Wallet app will open on your phone. Instead, keep the phone at a distance (about 10–20 cm from the lock) and wait for the green light and the confirmation signal that the door is unlocked.
Escalate to support
When you want to escalate a door access issue to our support team, you must prepare the following information and provide it to the team:
Member email
Screenshot of the dialog that opens when you click Show Details next to Door Access in the member profile.
Screenshot of the error the member receives
Door access system event log
Lock status (online/offline)
Time and date of failed attempt
This reduces back-and-forth and speeds up resolution.