My PIN Is Not Working

Section: Doors & AccessCategory: TroubleshootingGuide1 min read

Summary

PIN issues at the door are usually caused by incorrect entry, a sleeping keypad, expired guest access, temporary lockout timers, sync delays after a recent change, or building-specific restrictions. Work through the checks below before assuming the lock or your access has failed permanently.
This applies when:

Route 1: Wake the keypad correctly

  • At the door, touch or palm the keypad or screen until the PIN prompt, backlight, or tone appears.
  • Wait for the lock to finish waking before you enter any digits.
  • Enter the code slowly and carefully — avoid duplicate presses from gloves, bags, or two people typing at once.
  • Press # immediately after the fourth digit when your building requires it.

Route 2: Confirm your PIN in the app

  • Open the Grata app and tap Manage Access on the home screen.
  • Compare what you are typing at the door with the code shown for the correct entry type:
  • My PIN — your resident suite or unit door code.
  • Intercom PIN — a separate code for intercom or entry-panel use when your building shows one.
  • Guest PIN — a temporary code created under Manage Guests for a visitor.
  • Temporary PIN — short-lived codes your building may issue for move-in, vendors, or service visits.
  • Some buildings use different codes for different doors — confirm the door label matches the PIN type you are testing.

Route 3: Wait out a temporary security lockout

  • If you already tried several wrong codes, the lock may temporarily disable PIN entry as a security measure.
  • Wait 5–15 minutes (often about 10 minutes after more than five failed attempts) before trying again.
  • Do not keep guessing random numbers — each failed attempt can extend the lockout window.
  • If you are unsure whether a lockout is active, pause and retry once with the confirmed code from Manage Access.

Route 4: Check for recent PIN changes and sync

  • If you or a co-resident recently edited My PIN, reopen Manage Access and confirm the saved code matches what you expect.
  • Stand beside the suite door with Bluetooth on so the updated PIN can sync when your building requires proximity.
  • Fully close the Grata app, restart your phone, and sign in again — especially after a recent app update or credential change.
  • Recheck Manage Access after reopening the app so you are viewing the latest PIN values.

Route 5: Check guest PIN expiration

  • Open Manage Access > Manage Guests and confirm the guest entry still exists and has not passed its end date or time window.
  • Temporary guest PINs may expire automatically — create a new guest PIN or extend access when the app allows it.
  • Remember that guest PINs are for visitors; do not type a guest code when you mean to use your resident My PIN.

Route 6: Try another access method

  • If your building supports it, try Digital Key from the home screen and tap Tap to Unlock/Lock while near the door.
  • Try a physical credential or fob if your building issued one.
  • If mobile unlock works but the keypad PIN does not, the issue is likely keypad-specific — focus on wake sequence, lockout timing, and whether the PIN synced after a recent edit.

When to contact property management

  • My PIN or guest tools never appear in Manage Access when you expect them.
  • The keypad never wakes after repeated touch or palm attempts.
  • The lock still rejects a confirmed correct PIN after any lockout window ends.
  • Nothing happens at the door even with a confirmed correct entry and working Digital Key.
  • You believe your PIN changed or your access was removed without your action.
  • The same PIN fails at multiple doors you should be able to open.

Important Notes

  • Fully close the Grata app, restart your phone, and sign in again — especially after a recent app update or credential change.
  • Try a physical credential or fob if your building issued one.
Manage Access My PIN Intercom PIN and guest list

Confirm **My PIN** and guest access options in **Manage Access**.

Edit My PIN validation rules

Confirm your updated **My PIN** saved correctly before retrying at the door.

Guest PIN created successfully

Guest PINs may expire — confirm dates or create a new code when needed.

Tips

  • Enter the code slowly and carefully — avoid duplicate presses from gloves, bags, or two people typing at once.

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