PIN Troubleshooting in the Grata App

Section: Doors & AccessCategory: FaqGuide4 min read

Summary

This article helps residents troubleshoot common PIN issues in the Grata app, including incorrect PINs, keypad problems, guest PIN expiry, PIN sync delays, missing PINs in Manage Access, and failed PIN updates.
PIN access may vary by building, lock model, guest access settings, and resident permissions. Residents should first confirm their PIN in Manage Access > My PIN, check that the keypad is awake, and use approved guest PINs instead of sharing a resident PIN.
Use this guide when your PIN does not unlock the door, the keypad does not respond, a guest PIN stopped working, your PIN recently changed, My PIN is missing from Manage Access, or the app will not save PIN changes.
My PIN does not unlock the door▾
  • Confirm you entered the correct PIN from Manage Access > My PIN.
  • Wake the keypad before typing.
  • Stand near the lock if you recently updated your PIN so the change can sync.
  • Wait several minutes after repeated failed attempts before trying again.
  • Do not keep guessing random codes.
  • Try another approved access method if your building provides one, such as Digital Key.
The keypad is not responding▾
  • Tap or palm the keypad to wake it before entering digits.
  • Check whether the lock battery may be low.
  • Enter the PIN slowly and deliberately.
  • If the keypad stays completely unresponsive, try another access method if available and contact property management if the hardware may need attention.
My PIN disappeared from Manage Access▾
  • Fully close the Grata app and reopen it.
  • Sign in again with the correct account for your unit.
  • Some buildings manage PIN permissions differently — My PIN may not appear for every resident.
  • Contact property management if My PIN is missing when you expect it or access was removed without explanation.
My guest PIN stopped working▾
  • Guest PINs may expire automatically when their access window ends.
  • Open Manage Access > Manage Guests and confirm the guest entry still exists.
  • Create a new guest PIN if the previous one expired or was removed.
  • Use Create Guest PIN or Guest App for visitors — do not share your resident PIN.
  • Remove old guest access when a visit ends.
I changed my PIN but the lock still rejects it▾
  • Some locks need time to sync PIN updates from the app.
  • Stay near the lock with Bluetooth on after changing your PIN.
  • Retry after fully closing and reopening the app.
  • Confirm the saved PIN in Manage Access matches what you are typing at the door.
  • Avoid repeatedly entering incorrect codes while waiting for sync.
The app will not save my PIN changes▾
  • Confirm your phone has an internet connection.
  • Reopen Manage Access and tap Edit beside My PIN again.
  • Make sure the PIN meets every rule shown on the Edit My PIN screen.
  • Avoid simple PINs such as 1234 or 0000 when your building allows you to choose the code.
  • Retry later if the lock or system appears temporarily offline.
What happens after too many incorrect attempts?▾
  • Repeated failed attempts may temporarily disable PIN entry at the keypad.
  • Wait several minutes before trying again.
  • Do not keep guessing random codes — each failed try can extend the lockout.
  • After the wait period, retry once with the confirmed PIN from Manage Access.
  • PIN behavior depends on your building setup and lock hardware.
When to contact property management▾
  • No access method works at the door after you follow the guidance above.
  • The keypad stays completely unresponsive.
  • My PIN disappears repeatedly from Manage Access.
  • Guest access fails repeatedly after you confirm dates and permissions.
  • PIN updates never sync to the lock after you stood near the door and retried.
  • You believe your access permissions are incorrect for your unit or role.
Manage Access showing My PIN

Confirm your PIN in **Manage Access > My PIN** before troubleshooting at the door.

Add New Guest — Guest App or Guest PIN options

Use **Add New Guest** to create a new guest PIN or invite via **Guest App**.

Edit My PIN validation rules

Review PIN validation rules on the **Edit My PIN** screen.

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