Lock Orchestrator
Support
Most answers are below. If yours isn't, email a person: A person replies to every support email within one business day.
What the error messages mean.
Each failing lock shows its own message on the reservation. Retries continue while you look.
| You see | Likely cause | What to do |
|---|---|---|
| Code not confirmed in slot N | The lock never reported the code. Weak Z-Wave/Zigbee signal, low battery, or the lock was asleep. | Check battery and distance to the hub or a repeater. Retries continue; use Retry now after fixing. |
| Slot N is occupied by another guest / a leftover code | Someone else's code is in that slot. | Nothing. The next attempt uses a free slot. Remove stale codes from the hub app if slots run out. |
| Lock requires N-digit codes | The lock is set to a code length other than 4. | Change the lock's code length to 4 from its keypad or hub settings, then Retry now. |
| codeChanged … failed (Hubitat) | The lock actively rejected the code. | Often a full code memory or a duplicate PIN on the lock. Clear unused codes from the hub, then retry. |
| code still on lock | Checkout removal hasn't been confirmed. | Retries continue. If urgent, delete the code from the hub app; the next check will see it gone. |
| iCal sync failed | The calendar link didn't respond repeatedly, or was changed. | Open the link in a browser. If it fails, copy a fresh export link from the booking platform into the property. |
| Device missing | The hub stopped reporting a device, usually after re-pairing. | Re-add it on the hub, or use Replace to point automations at the new device. |
| Hub disconnected / authorization errors | The SmartThings sign-in or Hubitat token was revoked or changed. | Reconnect the hub from the dashboard. Codes already on locks are unaffected. |
If a guest is at the door: confirm they have the correct code and entry instructions, check the reservation's per-lock status, and arrange your backup entry method or local contact if access is still unavailable. Email support is not an emergency arrival service. Preparing for access problems.
Questions, answered.
A code shows an error. What should I check first?
Open the reservation and read the per-lock message. Most failures are the hub being offline, a weak Z-Wave or Zigbee signal to the lock, a low battery, or the lock requiring a code length other than 4 digits. Retries keep going while you look, and Retry now starts one immediately.
My calendar shows "iCal sync failed".
The booking platform did not return the calendar. Check the link still opens in a browser; platforms sometimes issue a new link when calendar settings change. One blip is ignored; the badge only appears after repeated failures.
A device shows as missing.
The hub no longer reports it, usually after it was re-paired or removed. Re-add it on the hub, or use Replace to point automations at the new device.
Do codes stop working if the internet goes down?
No. A code that is already on the lock is stored in the lock itself and keeps working during an internet or hub outage. Only new changes need a connection, and scheduling resumes when the hub is reachable again.