Schlage smart lock connection error

[Lola325]

 When I try to connect Airbnb to my Schlage smart lock I get this error.

“Removing existing connection

Your lock is connected to Keyless Entry.

To set up AirKey, first remove the existing connection.”

I’m not really sure what this means or what to do to fix it. I called Airbnb support and they created a ticket but there haven’t been any updates. I reset my lock and disconnected it from the Home app, but this error remained. Curious if anyone else has encountered this and figured out what to do about it. 

[Joan2709]

Hi @Lola325 

Just a few questions to maybe troubleshoot:

1. What model Schlage lock are you using?
2. Do you have your current lock connected to a smart home hub?
3. Are you using any 3rd party lock services to generate codes like RemoteLock?

Almost sounds like you would need to disconnect the lock from any smart home hub or 3rd party service in order for the lock to integrate with Airbnb's smart lock system?

[Lola325]

Hi Joan!

I have a Schlage BE499WB CEN 622 Encode Plus. Would a smart home hub be considered an Apple TV? My lock is connected to the Apple Home app, but I did reset the lock and remove it from the app and the issue remained. I'm not using any 3rd party lock services.

Would your advice be to factory reset the lock?

[Joan2709]

Hi @Lola325 

Hmmm...did you try to connect the lock thru Airbnb when it was still connected to Apple Home App? If so, that might be the issue. I anticipated alot of issues with the Airbnb/Smart Lock integration so this might be part of that. Once the system detects the lock is connected to a smart home hub like Apple Home, even if you disconnect it from the smart home hub, it might stay "stuck" 

Schlage has notoriously bad customer service (great lock; bad CS), but you might try giving them a call. If that goes nowhere, you could try a factory reset on the lock. However, if Airbnb has not removed the error loop re the smart home hub connection, you may not be able to bypass that unless Airbnb addresses that on their end. Sigh.

For now, I'm advising Hosts NOT to use the Airbnb smart lock interface for a few months while they work out the "kinks". The other thing I anticipate being an issue is some Schlage locks allow a 6-digit master code and all subsequent codes must be 6 digits (unless you factory reset). The Airbnb integration allows only 4digit codes I believe? 

[Lola325]

@Joan2709 That's very helpful context, thank you! I'll likely wait until Airbnb has an update for me. I might experiment with a factory reset but it's pretty disruptive and frustrating if I am stuck in an error loop. 

[Bettye6]

Hi @Joan2709 

I have no intention of using smart locK via AirBnB. What I seen and read I'm not impressed. We use Eufy and the keyless entry is the last 4 # of their cell phone #.

My guest never forget the code. $ number are better that long numbers.

plus I know through my Eufy App. when they have entered. I tired the randomw passwords that Apple or Goggle requested. I always decline now as even thought the gave a a private password it seems to for get if half the time and I'm battling the app to let me in again. I prefer to vreat mu own passwrods.

Sorry you all are going through this.

KR,
Bettye6

[Daniel11658]

I ran into the exact same issue, but I am using a 3rd party service. Support told me the integration doesn't work for me because I use PriceLabs. There is a small note in their documentation: 

At this time, professional Hosts using API-connected property management software to manage their listings aren’t eligible to connect a smart lock to Airbnb, even if they have a compatible smart lock.

---

Wouldn't consider myself a "professional Host", so a bit frustrating to run into this. I was so excited for this integration and bought the lock just for this feature - hopefully Airbnb fixes this soon!

[Joan2709]

Thanks @Daniel11658 

I was not aware that API connected Hosts would also have a problem. Sigh. Thanks for bringing that out.

[Daniel11658]

Update: It started working for me last week! So far it's been working great, thanks Airbnb!