Amazon Key Access troubleshooting for residents

If you are experiencing issues with receiving notification for your Amazon Key Access panel or the Amazon Key Access service, use the following troubleshooting steps to try to resolve your issue.

Common reasons your Amazon Key Access may be offline

1. No power to your

   Amazon Key Access

   Controller.
2. No (or weak) internet connection.
3. Your

   Amazon Key Access

   panel being temporarily disabled.

Things to check

1. Ensure your phone’s internet connection is stable.
2. Refresh the Ring app by force closing and reopening it, then try to use the unlock feature again.
3. If a visitor is unable to use

   Amazon Key Access

   to contact a resident:
   • Make sure the NFC on the visitor’s phone is turned on.

     Learn how to request access using Amazon Key Access

     .
   • Verify that their phone’s internet connection is stable.
   • Tap on the

     Amazon Key Access

     panel to check if the residents’ list is loading. Please note the colour of the light when your visitor taps on the

     Amazon Key Access

     panel:
     • No Light: Your

       Amazon Key Access

       panel is not receiving power or not receiving signal from the mobile phone.
     • Red: Your

       Amazon Key Access

       panel has been disabled.
     • Green: Your

       Amazon Key Access

       panel is working well.

If you have followed these troubleshooting steps and you’re still not receiving a notification when the visitor attempts to call you via Amazon Key Access, please ensure you’re signed in to the Ring app and your Amazon Key Access alerts are turned on. Learn how to manage your Amazon Key Access alerts.

If the issue persists, inform your property manager or contact Amazon Key Customer Support.