Troubleshooting keys

This guide has been reviewed against our global client base and classed as relevant to all regions

The Keys screen offers a full key management system - for more information on this, click here:
Store property key details & enter viewing/access arrangements

This page outlines how to troubleshoot and solve possible issues you may experience when managing keys

1. Unable to reuse a key number

This is usually due to the key number being assigned to a property and not correctly returned

To re-use a key number, it needs to be marked as returned, not just checked out - once returned, key numbers can be reused

To return a key that is checked out:

The key will show as being with a user/company name (to the right of the key number)
Click the key number and select Check key in
Click the key number again and select Return key to and select the correct party
This can be the vendor/landlord or another contact/company

When a key has been returned, it will still be displayed in the Keys screen, but as returned
- Hovering over the key will display details
- Click the key for an option to view key movements

2. Unable to delete key

You can delete a key record if there has been no movement or activity on the key

If there have been movements/activity with a key, it cannot be deleted as its history may be required for future auditing purposes

To delete a key:

To view key movements:

3. Unable to edit key / change key number

If there have been movements/activity with a key, the key number cannot be edited
Once a key has been returned it cannot be edited, you need to create a new record
You cannot amend key details on archived property records - the property record first needs to be taken out of the archive before keys can be edited

Knowledge Base