{"id":"salto.troubleshooting","app":"salto","title":"Access checks, test lab and support","summary":"Separate reservation, mapping, PIN, delivery and physical lock problems.","url":"https://www.simultem-apps.com/wiki/salto#troubleshooting","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/salto.troubleshooting","resourceUri":"wiki://salto/troubleshooting","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02","keywords":["test mode","test lab","PIN fails","no mapping","not delivered","logs"],"sections":[{"title":"Check in order","steps":["Confirm the intended reservation, status, dates and assigned unit in Apaleo.","Check the exact unit mapping, access category and applicable rule.","Check the saved PIN/access record and whether a rotate or release event occurred.","For missing messages, inspect channel setup, guest contact details, timing and message logs.","For a PIN rejected by the lock, check Salto KS user/door/time restrictions and physical lock state.","Use Test lab only when the account’s test-mode control makes it available; review the selected test context before running a scenario.","For support, include account/property, reservation and unit IDs, site/user/category, timestamp, operation and visible error."],"notes":["Do not include full PINs, guest access links or integration credentials in a general support-chat transcript."]}],"text":"# Salto: Access checks, test lab and support\n\nSeparate reservation, mapping, PIN, delivery and physical lock problems.\n\n## Check in order\n\n1. Confirm the intended reservation, status, dates and assigned unit in Apaleo.\n\n2. Check the exact unit mapping, access category and applicable rule.\n\n3. Check the saved PIN/access record and whether a rotate or release event occurred.\n\n4. For missing messages, inspect channel setup, guest contact details, timing and message logs.\n\n5. For a PIN rejected by the lock, check Salto KS user/door/time restrictions and physical lock state.\n\n6. Use Test lab only when the account’s test-mode control makes it available; review the selected test context before running a scenario.\n\n7. For support, include account/property, reservation and unit IDs, site/user/category, timestamp, operation and visible error.\n\nNote: Do not include full PINs, guest access links or integration credentials in a general support-chat transcript.","related":[{"id":"salto.rules","app":"salto","title":"PIN categories and automatic access rules","summary":"Choose when each category assigns, rotates and releases access.","url":"https://www.simultem-apps.com/wiki/salto#rules","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/salto.rules","resourceUri":"wiki://salto/rules","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"},{"id":"salto.messaging","app":"salto","title":"Send PINs and guest links","summary":"Use the simple PIN preset or MSG for advanced delivery.","url":"https://www.simultem-apps.com/wiki/salto#messaging","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/salto.messaging","resourceUri":"wiki://salto/messaging","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"},{"id":"platform.support","app":"platform","title":"Contact support and use the wiki assistant","summary":"Collect a reproducible case and consult source articles from the helper’s answers.","url":"https://www.simultem-apps.com/wiki/platform#support","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/platform.support","resourceUri":"wiki://platform/support","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"}]}