Summary
When a Seam-connected lock goes offline and a guest's primary access code can't be set, you can issue a backup access code directly from the reservation. Host Tools pulls a backup code from Seam, renames it so it's clearly identified, stores it on the reservation, and sends the guest a customizable message with the new code. The guest's {{Guest Lock Code}} tag automatically resolves to the backup code from that point on, so any remaining automated messages will include the correct code.
⚠️ Important: Backup access codes are only available for locks connected via Seam. The Issue backup code button is only visible within 24 hours before or after check-in, and only when a backup code has not already been issued for that reservation.
Issuing a backup access code
Click Inbox in the header menu.
Open the reservation for the affected guest.
In the reservation details panel, click Issue backup code. This button appears only when the reservation is within 24 hours of check-in and a backup code hasn't been issued yet.
Host Tools contacts Seam to pull a backup code, renames it on Seam for easy identification, and sends the guest your backup code message through Airbnb, VRBO, Booking.com, or email — whichever channel the reservation came from.
Once issued, a Backup code issued badge appears in the reservation details showing the date the code was assigned.
💡 Pro tip: An inbox post is also created when the backup code is issued, so you and any team members can see exactly what was sent to the guest and when.
Customizing the backup code message
By default, Host Tools sends a built-in message when issuing a backup code. You can replace this with your own wording in the lock settings.
Go to Settings > Smart Locks and click the Settings (gear) icon next to the Seam lock.
Enter your custom message in the Default backup-code message field. The message supports template tags, including {{Guest First Name}}, {{Guest Lock Code}}, {{Guest Name}}, {{Listing Nickname}}, and {{Listing Title}}.
Click Save.
Will the guest's other automated messages update?
Yes. Once a backup code has been issued, the {{Guest Lock Code}} tag in any remaining automated messages resolves to the backup code rather than the original code. There is no additional configuration needed.
Why doesn't the "Issue backup code" button appear?
The button is hidden when any of the following is true:
The reservation is more than 24 hours before check-in or after check-out.
A backup code has already been issued for this reservation.
The lock is not connected via Seam.