Account Creation
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      2. Troubleshooting
      3. Account Creation

      Troubleshooting Account Issues

      Some troubleshooting steps to follow, if you are having issues with account creation.

      Troubleshooting Account Creation Issues for Nokē Storage Smart Entry

      If a tenant is experiencing difficulty logging in to the Nokē Storage Smart Entry mobile app and creating an account, follow these steps to resolve the issue.

      1. Check Network and Connectivity

      • Ensure Network Access: Confirm that the tenant's smartphone is not in airplane mode and that they have a stable cellular connection or Wi-Fi. Without internet access, the app cannot verify credentials or complete the account creation process.
      • Test Connectivity: Ask the tenant to browse a website or use another app to ensure they are properly connected to the internet.

      2. Verify the Correct Username and Activation Code

      • Username: Verify that the tenant is entering the correct mobile number OR email address in the ‘Username’ field. This is the number they registered with during their account setup.

      • Activation Code: Ensure that the tenant is using the correct activation code in the ‘Password’ field. The activation code is sent via SMS during the account creation process and must be entered exactly as received.

        • Expiration Check: Activation codes are time-sensitive. They typically expire after 24 hours from the time they were sent. If the tenant attempts to use an expired code, they will need to request a new one.

        • Request New Activation Code: If the activation code has expired or if the tenant didn’t receive it, they will need to request a new activation code..

      3. Ensure the Activation Code Is Valid

      • Confirm Expiration: If it’s been longer than 24 hours since the tenant received the activation code, it may have expired. 

        • You can resend an activation code to the tenant by following these steps:
          1. Log in to the Web Portal.
          2. Click on the Users tab.
          3. Scroll or use the search bar to find the tenant.
          4. On the user’s row, click the ellipsis (⋯) on the far right.
          5. From the Quick Options menu, select Activate Account.
            • If the tenant does not have an email or phone number on file, this option will be grayed out.

      4. Retry Account Creation

      If the tenant has verified the above details and is still experiencing issues:

      1. Have them restart the app and try entering the username and activation code again.
      2. If possible, reinstall the app to eliminate any potential glitches or corrupt data that could be hindering the login process.

      5. Additional Troubleshooting Tips

      • Clear Cache or Reinstall App: In some cases, app-related issues can prevent successful account creation. Suggest that the tenant clear their app cache or uninstall and reinstall the Nokē Storage Smart Entry app to resolve potential conflicts.

      • Check Device Compatibility: Ensure that the tenant's device meets the minimum requirements for the mobile app. An outdated device or OS version might cause issues with app functionality.

      6. Contact Support

      If the tenant continues to face issues with creating an account or logging into the app:

      Provide the following information when reaching out to support:

      • The tenant’s name and mobile number.
      • Any error messages or issues they’ve encountered.
      • A summary of the troubleshooting steps already taken.

      By following these steps, most account creation issues can be resolved. However, if the issue persists, please reach out to support for further assistance.

       

      For more information, click below:

      Troubleshooting Text Messages
      Troubleshooting Password Issues
      Troubleshooting Tips for the Mobile App