Summary
When a guest's lock code never reaches a Seam-connected lock, because the lock was offline or the code failed to set, you can issue a backup access code straight from the reservation. Host Tools pulls a backup code already stored on the lock, renames it so it's clearly identified, saves it on the reservation, and sends the guest a customizable message with the new code. The {{Guest Lock Code}} tag resolves to the backup code from then on, so any remaining automated messages include the code that works. The backup code stops working when the stay ends, at the same time the guest's normal code would have.
⚠️ Important: Backup access codes are only available for locks connected through Seam, and only for locks that keep a pool of backup codes. A backup code stands in for a code that never reached the lock. Once a guest's code is active on the lock, it keeps working even while the lock is offline, so no backup is needed or offered.
Checking whether the guest's code reached the lock
Open the reservation from Inbox. In the reservation details panel, a badge next to the lock code tells you where things stand:
Active on lock — the code is on the lock and works, even if the lock later goes offline.
Waiting for lock — Host Tools has sent the code to Seam, but the lock has not confirmed it yet.
Failed to set on lock — the lock rejected the code or could not be reached.
Lock offline — Seam reports the lock as disconnected. If the code was already active, it keeps working; if it was still waiting, the guest has no working code yet.
Removed from lock — the code has been taken off the lock, which is normal after check-out.
Issuing a backup access code
Click Inbox in the header menu and open the reservation for the affected guest.
In the reservation details panel, click the Issue backup code button next to the lock code. It appears from 24 hours before the lock's check-in time until the lock's check-out time, and only while the guest's code has not yet reached the lock.
Read the confirmation. It reminds you that a lock only holds a few backup codes, so issue one only when the guest's normal code isn't working. Click Send backup code.
Host Tools pulls a backup code from the lock, 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. A confirmation shows the code that was sent. If the message could not be delivered, Host Tools tells you so and shows the code for you to pass on yourself.
The reservation details now show a Backup Code row and a Backup code issued badge with the date it 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 Locksand 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.
How long does the backup code work?
The backup code is given the same end time as the guest's normal code, so it stops working at the lock's check-out time. Host Tools keeps it on the lock for the whole stay and removes it after check-out along with the guest's normal code.
Why doesn't the "Issue backup code" button appear?
The button is hidden when any of the following is true:
The guest's code is already Active on lock. It keeps working while the lock is offline, so a backup is not needed.
It is more than 24 hours before the lock's check-in time, or the lock's check-out time has passed.
A backup code has already been issued for this reservation.
No lock code has been created for the reservation yet.
The lock is not connected through Seam, or Seam reports that the lock does not keep backup codes.
Your user role does not allow editing in the inbox.
Why did issuing a backup code fail?
Seam keeps a small pool of backup codes on each lock, and it can only hand one out for a guest code that was created with backup support. If Seam has no backup code for the guest's code, Host Tools shows that message and no code is sent. If the guest's code became active on the lock in the meantime, Host Tools tells you that the normal code now works and no backup is needed. In either case, you can still send the guest a code by hand.