Access Permission Error

Section: Doors & AccessCategory: TroubleshootingSupport1 min read

Summary

If you see an access permission error, your account may not have the right building, unit, role, or access permissions enabled. Refresh the app, confirm you are signed into the correct account, then contact building support if the error continues.
Use this article when the app says access is denied or you are not authorized, Digital Key will not unlock because of permissions, Manage Access tools are missing, guest or PIN tools are unavailable, or you recently moved in and access has not been activated yet.

Common Reasons a PIN Stops Working

  • Account not fully activated — your move-in setup or onboarding may not be complete.
  • Wrong building or unit assigned — your profile may be linked to the wrong property or suite.
  • Resident role or permissions missing — your building may not have granted you the required role.
  • Feature not enabled at the property — the building may not use that feature for any resident.
  • Access removed or expired — your access may have been revoked, expired, or not yet started.
  • Temporary app or session issue — a stale session can sometimes trigger permission errors that resolve after a refresh.

Things to Check First

  • Force-close and reopen the Grata app.
  • Try the action one more time.
  • A temporary session issue can sometimes cause permission errors that disappear after a refresh.

Common Reasons This Happens

  • Account not fully activated — your move-in setup or onboarding may not be complete.
  • Wrong building or unit assigned — your profile may be linked to the wrong property or suite.
  • Resident role or permissions missing — your building may not have granted you the required role.
  • Feature not enabled at the property — the building may not use that feature for any resident.
  • Access removed or expired — your access may have been revoked, expired, or not yet started.
  • Temporary app or session issue — a stale session can sometimes trigger permission errors that resolve after a refresh.

Important Notes

  • Do not share PINs or screenshots that include other residents' details when asking for help.
  • Use this article when the app says access is denied or you are not authorized, Digital Key will not unlock because of permissions, Manage Access tools are missing, guest or PIN tools are unavailable, or you recently moved in and access has not been activated yet.
  • You should have access but the app says unauthorized.

Contact Your Building’s Support

  • You should have access but the app says unauthorized.
  • Other residents in your unit have access but you do not.
  • Your building or unit information looks wrong.
  • Digital Key, My PIN, or guest access never appears.
  • You recently moved in and access was supposed to be activated.
  • The error persists after refreshing, signing out, and signing back in.

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