iOS Troubleshooting for Common Issues

Gray Keys / Gray Open Button

1. Please verify that bluetooth is on. You can do this one of two ways - by swiping down to open your quick setting menu and making sure the Bluetooth symbol is highlighted, or by going into Settings and verifying that Bluetooth is on. If it is not, please make sure this is turned back on.

Bluetooth on the phone needs to be enabled

2. You also need to verify that the app has permissions to use a bluetooth connection. You can do this by going into Settings and then scrolling down towards the bottom of the screen until you see the VIZpin SMART app. Tap on it to see the permissions granted to the app itself. You will need to verify that Bluetooth is enabled on this screen as well.

VIZpin SMART app needs permission to access bluetooth

You will see a gray “Open” button if the reader you’re trying to access has a first-in schedule set and the door is currently unlocked. If the door is unlocked, tap on the “+info” part of the key to get to the info screen. If you see a red “Lock” button instead of a green “Open” button, the door is already unlocked.

Screenshot showing Lock button because the door is currently unlocked and in first-in mode
Lock button displaying because lock is open and inside of a first-in schedule


While it can vary some, you will need to be within 5-15 feet of the device to be able to communicate with it.

If you have checked the other potential causes of gray keys and still have issues, please check with your building manager. If multiple people are all having trouble, the device may need to be reset.

If you have gone through the steps above and continue to experience issues, please email and provide us with your name, your cellphone number and a brief description of the problem.

No Keys / Keys Missing

If you are a new user and not seeing your keys, you can request access again from your building manager. This can be done by tapping on the gear icon in the upper left corner of the app and entering the six character code given to you from your building manager. The code should be entered in the “Location ID” box and is formatted with 3 characters, a hyphen and then 3 more characters (ex. XXX-XXX) and then tapping “Request Access”. The manager will be notified via email of your request and the keys will show up in your app as soon as access is granted.

Requesting access if you’re a new user


A common cause of “missing” or “disappearing” keys has to do with mistakenly turning on Favorites. if the Star is showing a solid teal color, please tap on it to turn off favorites and your keys should return.

If the Star is solid teal, please tap on it to turn favorites off and see all of your keys again


If you have continue to experience issues after following the items above, please email and provide us with your name, your cellphone number and a brief description of the problem.

Yellow Keys

If you are seeing a yellow key or keys, that means that you have scheduled access and you are currently outside of that schedule. They key and the open button will turn green when you are within to a reader you have access to use AND it is within your assigned schedule.

Red Keys (expired)

Most VIZpin smartkeys need to be updated If it has been more than 4 hours since they were last used. Red icons indicate that the ones in your app are expired.  Confirm that you have a valid connection to the internet and then swipe down to refresh your smartkeys or you can force close and re-open the app.


If there is a time mismatch, valid smartkeys can also show as expired.  Please check your phone settings and ensure "Set Automatically" is enabled.  Sometimes even if the time that is manually set and less than a minute or two off, there can be issues communicating with our server.


Not receiving your SMS code

New Users:
You will need to verify your phone number via SMS code in order to complete your new user registration. If you are having this issue, please email and provide your name and phone number. We can provide that code for you to complete the process, but we will need to contact you through your phone number.

Existing Users:
You will be prompted to verify your phone via SMS code under a few different situations like a change to hardware logging into your account, resetting your password, or after an uninstall and reinstall. If you are not receiving your code, you can reach out to to provide your phone number. In some cases, your manager may be able to confirm you through the portal by following these steps: The user will have to know his/her password for this to be an option.

Cannot enter Location ID in the App

To request access to a particular location, please go into the Settings screen of the app. There should be two boxes near the top of the screen. The one on the left is for the Location ID and the one on the right is an optional field for Notes. We have seen in some cases, smaller screen phones will overlay the “Request Access” button overtop of the Location ID and Notes fields making it difficult (if not impossible) to complete this step. If you find that you’re having trouble, your manager can manually add you to the account and grant access by following these instructions:

You can also feel free to contact VIZpin support by emailing and we can help to facilitate things with your account manager.


Please check out our Tech Tip Videos for helpful videos to help you get the most out of your VIZpin system!