How the Jervis Systems Backup Code System Works

One of our biggest tips for property managers is to set up backup codes. No matter what life throws at you for a reservation, there’s less stress when you have a backup code handy for a guest.

Jervis Systems Backup Codes are automatically enabled for your Jervis Systems account to hopefully help alleviate the headache of last-minute check-in issues and lock or Wi-Fi troubleshooting.

The backup codes are created when locks are imported into Jervis immediately to prepare for emergency situations such as Wi-Fi outages, power outages, etc. If Jervis cannot connect to your lock, it will not be able to create a code in emergency situations.

By default 3 backup codes are created per lock.

Codes are created every four hours after the devices are imported into Jervis.  If you do not see the code created, please wait 4 hours and check again.   

The system will issue a backup code to the reservation it was having issues creating a code for. You will receive an error notification message when a backup code has been issued and sent to your PMS. This will allow normal automated messaging to continue with your PMS.

If you would like to OPT OUT of this feature, please contact us through our Support < Contact Us through our main website or submit a Support Request through your Jervis dashboard.

This guide shares how to set this up for your smart devices:

1. Navigate to the Backup Codes tab > Operations menu > Settings for the individual listing you want to set up backup codes for.

2. Type in the number of backup codes you want to set. Our recommended default setting is three, but you can set any number you want with a minimum value of 1. For the timing, we recommend setting the timing to assign based on when you send door code messaging to guests. Our default setting is 1 day before check-in.
   
   Note: We set a minimum value to ensure there is a backup code available if an error occurs at any point. This makes sure that a code is pushed to your property management system, and automated messages still go out as scheduled to your guest.

3. If you want to update multiple listings, select the Bulk Update option from the main Backup Codes page.

3. You can select Operations > View to see all the backup codes for a listing. If you change the amount of codes from a higher number to a lower number (e.g. change from 3 codes to 1 code), you will need to delete this manually by selecting the option to delete from the backup codes page. (We are working on releasing the capability for automatic deletion.)

5. Using the Device drop-down, you can filter out the backup codes for a specific device at the listing.

6. For guest messaging, the backup code will act in the same way as the SET PIN code. In the event of any error, the backup code will take the place of the SET PIN code in the guest messaging you have set up currently to go out to guests.
   
   Note: You MUST use the door code variable in your messaging template for this to happen (not a ‘last four’ variable associated with the guest phone number).

Additionally, the code access will be updated automatically if you make updates or changes to your reservations of offset settings.

Once the reservation ends, the backup code used for this guest will be removed and a new backup code will be generated.

7. Additonally, if a SET PIN error occurs, you have the option assign a backup code immediately. Navigate to Reservations > Operations > Assign Backup Code Immediately.

Note: If Jervis Systems should have any issues generating the backup code, the Regenerate Guest Code will be a provided option in the Operations menu.

Frequently Asked Questions:

Will this backup code be an “always on” code?

Yes, this has to be an “always on” code so that Jervis can substitute this quickly for a guest where the code was not able to be added successfully due to Wi-Fi connectivity issues or power outages.

1. Could I use these backup codes also?

For security and system automation consistency, please do not use, edit, delete or share the codes Jervis created.

These codes are meant for the system to manage and use for critical times when a unique guest code could not be generated due to connectivity issues (power outages, Wi-Fi outages, etc.).

If the codes are used, deleted, modified or shared, the system will not know about this and will not be able to automatically handle these scenarios.

If the code is shared, this can be a security issue because the codes are programmed for a long life (typically a year access).

2. Will Jervis delete the backup code if it has been used already for a guest?

Jervis will delete the backup code after the guest has checked out if lock connectivity has been restored. If lock connectivity has not been restored, the backup code will not be deleted until it is.

An automated message will be sent to you when a backup code was issued.

Please ensure the lock is functional and accessible remotely as soon as you can.

3. If the reservation is updated, will the backup code be automatically updated?

If connectivity is restored to the lock, Jervis will make the respective changes.

If the lock is not accessible over the Internet, reservation changes cannot be processed until that issue is resolved.

4. Will I receive a notification from Jervis when the backup code was used?

Yes, you will receive a notification once a backup code has been issued and sent to the PMS.

5. What if we want to opt out of backup codes? 

You can submit a Support Request through your Jervis dashboard or contact us from our main website under Support < Contact Us.

6. I have common entryways or locks that shared between multiple listings. How do backup codes work for me?
   
   Currently common doors and shared locks are not supported due to the number of codes that would be created per lock. For example, if a property manager has a shared common door to five listings, this would lead to 15 backup codes on the same device. Once the lock is full, this leads to issues as devices have a limit on the maximum number of codes that can be added.
   
   Our team is currently working on implementing an opt-in backup code system for listings with shared/common doors. This option will be turned OFF by default and must be enabled by the property owner/property manager.
   
7. I accidentally deleted my backup codes. How can I get them added back?
   
   Jervis will automatically recreate backup codes within 2 days if they were removed by accident from the dashboard.
   
   If you have removed backup codes in error on your lock vendor’s app, please create a support ticket and our team will recreate them for you.

Need additional help and support? Check out the additional user guides on our FAQ page. You can also get help by submitting a Support Request via your Jervis Systems dashboard.