Amazon Key Access troubleshooting for property managers

If you are experiencing issues with your Amazon Key Access Panel or the Amazon Key Access service, use the following troubleshooting steps to try to resolve them. You should provide residents of your property with alternative access solutions until the device is fully operational again. If the issue persists, contact Amazon Key Customer Support.

Common reasons Amazon Key Access may be offline

1. No power to your Amazon Key Access panel or controller
   • If the Ethernet cable from your Amazon Key Access controller is unplugged, the controller will not receive power and will disconnect from the internet.
2. No (or weak) internet connection
3. Your Amazon Key Access panel being temporarily disabled

Things to check

On the Amazon Key Access controller (the device installed in the electrical room of your property):

1. Ensure the device is plugged in. If your Amazon Key Access Controller loses power, the “PWR“ light will be off.
2. If the device is plugged into an outlet, unplug it for 60 seconds and plug it in again.
3. Verify that all cables and connections are secure and properly aligned.
   • Please note: The device can take up to 10 minutes to re-establish connection).
4. Make sure the internet connection is stable.
   • If your Amazon Key Access controller is disconnected from the internet, the CON (connectivity) light will be off.
5. Reboot your router by unplugging it for 30 seconds and plugging it in again.

On the Amazon Key Access panel (the device installed at the entrance to your property):

1. Check to ensure your NFC is turned on. Follow the steps mentioned in this link

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2. Verify that the internet connection on your mobile phone is stable where the Amazon Key Access panel is installed
3. Tap on the Amazon Key Access panel and note the colour of the light:
   • No Light - If your Amazon Key Access panel is not receiving power or not receiving signal from the cell phone, it will fail to light up when tapped
   • Red – If your Amazon Key Access panel or directory has been disabled, a red light will blink when tapped
   • Green – If your Amazon Key Access panel is working well, a green light will blink when tapped