Users that will need ongoing access to a door or a group of doors should be created as an Access User. From the Lock Detail View, click on Access Users to view existing Access Users with access to the lock.

Please Note: Up to 1000 Users (either Access or Guest) can be created on the 5i, 6i & 7i

Access User List View

Within the Access tab, you will see a list of any user that has access to this door/lock. To edit the Access User or their access parameters, click on the edit pencil icon. From here you can edit their name, department & email and add or change their access schedule for the particular lock you are viewing.

To view all locks a particular user has access to, click on the user’s name to go the Access User detail page.


The list view will also indicate if the Access User was given access to this lock via a grant to an entire location or group, instead of just the individual lock.

Code Confirmations

To the left of the edit and trash icons, you will see the code confirmation status. Information on Code Confirmations is below.

Add Access User

From the Lock Detail View, click on the Access Users sub-tab and then click on Add Access User.

User Information

Fill in the Access User’s Name, email (optional), Department (optional), Card Number (if applicable – for ACS users only) and PIN number (4 – 10 digits).

Please Note: Pin numbers must be unique across the entire account. If you enter a pin that is already in use, you will be given the option to add access for the current lock to the existing user that this pin is assigned to.

Door Access

When creating users from within the lock you want to provide access to, the Door Access selection is grayed out (not selectable). This is because it has been pre-populated with the lock you started from.

Access Schedule

You can choose to limit the Door Access for the user by applying an Access Schedule. For example, you may only want this user to have access from Monday through Friday from 9 AM to 5 PM. Schedules must be previously created, and then can be selected in the Access schedule drop-down. Go to the Access Schedules article for additional help.


A notification can be created for this access user within the Notifications section. First, select the type of notification you want (None, on First access only, or on Every access). Then select the options for the type of notification you would like to receive (text or email).

Contacts for notifications must be set up prior to creating a notification. Go to the Notifications article for additional help.

Click Create to send this access information to the lock.

*Please Note: Access Users can also be created and edited from the main Access Users category found in the left navigation. Any access user created from within the door lock management page will also be listed in the main Access User list view.

Code Confirmations

After creating or updating an access user/guest, the system tracks the communication of that code to ensures it makes it successfully to the door lock. Upon creation of a new user/guest, the code confirmation goes to a pending status.

Once the lock connects to the cloud, the system expects it to confirm the user/guest. When the confirmation is received by the system, a green check mark is displayed for that user/guest. If the device does not confirm, the system makes another attempt, and waits for the next connection with the device – the system makes up to 3 attempts.

If you notice that the green check mark (confirming the user information has been synced to the lock) is gray, this means the lock is still syncing, the code is still pending, and the lock may need to be woken up or given more time to load. If you have a red error icon displaying, this means the code was not successfully uploaded to the lock. To remedy this, you can delete the door access for that user (don’t delete the guest) and then recreate the access for that user.

Please contact our support team if you continue to have issues with syncing codes or receiving errors.

Some devices have restrictions that can cause a non-retriable error. For instance, the model LS-L500i supports only 10 access users/guests (as opposed to 1000 on the 5i, 6i, and 7i) – in that case, the system will not retry creating the access user/guest.