Do I need internet and Bluetooth on my phone during pairing?
Yes, your phone requires a stable internet connection (ideally mobile data) and Bluetooth while pairing your igloohome lock to ensure a smooth pairing process.
How many locks can be paired with one device?
A single igloohome account (email address) can be used to pair with an unlimited number of locks.
You may wish to organise your locks with home listings should you have multiple locks in multiple properties.
What is a Bluetooth Key?
A Bluetooth key allows you to unlock the igloohome Smart Lock with your smartphone via Bluetooth.
How close do I have to be for the door to Bluetooth Unlock?
You will need to touch the lock's keypad in order for Bluetooth Unlock to work. The required range is 1 to 2 metres.
Does Bluetooth Unlock drain my phone's battery?
Bluetooth only uses more battery power when there is an active connection. In the case of Bluetooth Unlock, an active connection is only needed at the point of unlocking the door.
Any tips on how to create Bluetooth Key?
You may create a Bluetooth Key for another account on the igloohome app, or share master account access.
Depending on the use-case, you may wish to:
1) Create different keys for individual family members - this means that each family member will have their own igloohome account tied to a different Bluetooth Key. This allows you to track Bluetooth Key entry by individual accounts.
2) Create the same key for all family members - this means that one Bluetooth Key will be shared with a family igloohome account which is shared among family members. This is easier to set up as there are fewer accounts and keys to create. However, the owner will only be able to track entry by the family account and not the individual.
3) Share owner's account details (for Master Bluetooth Unlock). This does not require creation of additional Bluetooth Keys. However, family members will have admin control over the lock as well.
Why do I have to place my palm over the igloohome smart lock for it to Bluetooth Unlock?
The igloohome smart lock is usually on sleep mode to prolong battery life. Placing your palm on the lock will wake it up and prepare it for Bluetooth Unlock.
On newer models such as the Keybox, Deadbolt 2S, and Mortise, you can do a Basic Unlock without having to touch the keypad. However, it may take a longer time for the lock to detect the Bluetooth signal. For the best unlocking experience, we recommend waking the keypad up before you unlock with Bluetooth.
Will I get logged out of the igloohome app after a period of time?
No, it remains logged in until you log out.
What languages are available on the igloohome mobile app?
The igloohome mobile app is currently available in English, Chinese, and Japanese.
How many people can use the same igloohome account?
One account can be shared across multiple devices. However, be careful of who you share your account with - it is akin to giving someone total access to your lock.
If I change the password on one account, does it revoke access to other users of the same account?
Yes, changing the password on your account will log other users out of the account after 2 hours.
If I change any setting on one account, is the change reflected to other users of the same account?
Yes, it is reflected when they refresh the app.
What if I forget my igloohome account password?
When you first try to log in, there is a 'Forget Password' option that allows you to reset your password.
How do I change the email address I use with the lock?
Step 1: While in the account with the old email address, delete your lock from the account.
Step 2: Create a new account with the new email that you want to use.
Step 3: Pair your lock with the new account, and you're done!
* For information on how to pair your lock, you can refer to http://bit.ly/iglookeyboxmanual (Keybox), http://bit.ly/igloobolt02Manual (Deadbolt 02) and http://bit.ly/iglooboltManual (Deadbolt 01)
I've just changed/lost my phone. How do I access the account that I have on my old phone that is connected to my lock?
Your igloohome account is not connected to the phone in any way, and the only thing that you will need to access the old account with is the email (you used to sign up with) and the password. There is no need to create a new account. To ensure that your account does not get compromised, you may wish to change your account password after logging in on your new phone.
In the event that your lock cannot be unlocked with your new phone, you may wish to send in an email to support@igloohome.co with your Phone Model, Phone Operating System (OS) & Lock Model. This will allow us to assist you better.
What are the features on the igloohome mobile app?
The igloohome mobile app allows the user to:
1) Pair and manage various locks in various home listings
2) Perform Bluetooth Unlock
3) Generate and manage PIN codes
4) Change Master PIN code
5) Check lock battery status (refreshes with Bluetooth or PIN unlock)
6) Create and share Bluetooth Keys
7) View Activity logs (supported models only)
8) Delete and reset the lock
Where can I download the igloohome mobile app?
The igloohome mobile app is available on the App Store for iPhone users, and on the Google Play store for Android users.
Do I need to pay for the igloohome mobile app?
The igloohome mobile app is free to download and use.
Airbnb hosts may wish to subscribe for auto-PIN code generation for guests at US$4.99* per month, but this is entirely optional.
Does the igloohome app work on all Android and iOS phones?
The app works best with iOS10.3 and Android 7.1.1 (for most Android phones). We do not actively support iOS8 and earlier versions, or Android 4.4 and earlier versions. If your phone is running on such versions, please contact us at info@igloohome.co and we can arrange for a testing session at our office to see if it is compatible with our smart lock.
Please note that phone models tested were sold in Singapore. If your phone model was purchased from another country, it may not be supported as well.
For the list of compatible phone models, visit http://bit.ly/iglooCompatiblePhoneModels.
Note: Please ensure that you have a compatible phone before purchasing an igloohome product. igloohome will not be responsible for troubleshooting phones not included in the list.
How do I Bluetooth Unlock from the app's Home page?
To Bluetooth Unlock from the Home page, tap on the Bluetooth Unlock icon next to your lock name.
Note: Ensure that your Bluetooth and Internet connection are turned on.
How do I add to/remove a lock from favourites in the app Home?
To add a lock to favourites, swipe left on the lock name and tap on the heart icon that appears. Your lock will be added to the top of the home page.
To remove a lock from favourites, swipe left on the lock name and tap on the heart icon that appears. Your lock will be removed from the favourites list.
How do I hide/display the locks in a home listing?
To hide the locks in a home listing, click on the '-' icon next to the home listing name.
To show locks in a home listing, click on '+' next to the home listing name.
How do I disconnect an igloohome home listing from an Airbnb listing?
Our current version of the app is unable to support this feature, but we are planning to release this feature in future versions of the app.
At the moment, should you wish to disconnect the igloohome home listing from the Airbnb listing, kindly email support@igloohome.co with your igloohome account email address, as well as the Airbnb listing you wish to disconnect.
How do I send an Early Check-in email?
In the current version of the app, hosts are able to send an Early Check-in email, but this does not change the start and end date/time of the PIN code. We are planning to include this feature in future versions of the app.
To send an Early Check-in email to your guest:
1) Under Reservations menu
2) Select listing that is associated to the Airbnb listing
3) Select Reservation name
4) Early Check-in
An email will immediately be sent to your guest with the PIN code which starts from the indicated check-in time.
Note: This feature only allows the host to send the PIN code email earlier, but does not affect the PIN code duration.
How do I connect an igloohome home listing to an Airbnb listing?
Before you connect an igloohome listing to Airbnb listing, you will need to activate Airbnb Connect.
If you have yet to connect any listings:
1) Reservations Menu
2) "Connect A Listing"
3) Select a home to connect
4) Select the Airbnb listing to connect > Confirm
5) Start plan/trial > Done > Automate Check-in
If you have more than 1 Airbnb listing, and wish to connect another:
1) Reservations Menu
2) Click on the "+"
3) Select a home to connect
4) Select the Airbnb listing to connect > Confirm
5) Start plan/trial > Done > Automate Check-in
Note: One (1) Airbnb listing can only be connected to one (1) igloohome home listing.
How do I view reservations under my Airbnb listing?
On the app,
Under Reservations menu > Select listing that is associated to the Airbnb listing
Tapping on the reservation name will bring you to the Reservation Details.
Under Reservations menu > Select listing that is associated to the Airbnb listing > Select Reservation name
The share feature is only available after the PIN code for the reservation has been generated (i.e. 1 hour before the check-in time, or if the Early Check-in email was sent).
To check for reservation details,
Under Reservations menu > Select listing that is associated to the Airbnb listing > Select Reservation name
Depending on the status of the reservation, you may either trigger Early Check-in or Share the reservation details.
How do I view the PIN codes that have been generated for my guest?
There are 2 ways to view the PIN codes for your Airbnb guests:
1) Under Reservations menu > Select listing that is associated to the Airbnb listing > Select Reservation name > Tap on '+' next to Access Methods
2) Under Home > Select Lock name > PIN tab > Airbnb Connect PINs > Tap on ******** to view PIN code
How do I contact support via the igloohome app?
Should you require any assistance with your igloohome product, you may go to Support menu on the app.
How do I check my igloohome app version?
To check your igloohome app version, go to Support Menu on the igloohome app. The app version is shown at the bottom of the page.
How do I log in to the igloohome app?
When you first download the igloohome app, or after you log out, you will see the login page.
Tap on Login to enter your login details.
How do I reset my igloohome account password?
If you have forgotten your password, tap on Login > Forgot Password.
An email will be sent to you with the password reset instructions.
How do I register for an igloohome account?
Before you register, you will need the igloohome app installed on your smartphone.
On the Login page, click on Register. After registration, you will receive an email with the activation link for your account.
How do I change the language from the login page?
On the login page, tap on the Language icon to change the language.
How do I create and share a Bluetooth Key?
In order to create and share/accept Bluetooth Keys, ensure that you have a working Internet connection.
To create a Bluetooth Key:
1) Go to the Bluetooth Key tab
2) Tap on the '+' icon.
3) Enter the details required for the Bluetooth Key and tap on 'Create Key'.
To share a Bluetooth Key via QR code:
1) Visitor should have downloaded the igloohome mobile app on their phone and registered for an account.
2) On the visitor's phone, go to Visits menu.
3) Tap on the QR code scanning icon and scan the QR code on owner's phone.
Note: QR code is shown right after Bluetooth Key creation, and can later be accessed by tapping on the Bluetooth Key listing under the Bluetooth Key tab.
To share a Bluetooth Key via external messaging apps:
1) Visitor should have downloaded the igloohome mobile app and registered for a new account.
2) After Bluetooth Key has been created, tap on 'Share Key', or
On the Bluetooth Key tab, tap on the Bluetooth Key listing and 'Share Key'. Or on the Bluetooth Key tab, tap on '...' and 'Share'.
3) Visitor will then access the URL in the message and add the Bluetooth Key to their account.
Note: Any costs from the usage of external messaging apps to share and receive Bluetooth Keys are not covered by igloohome.
To view Bluetooth Keys that have been created and shared, go to Under Lock Info > Bluetooth Key Tab (3rd icon on bottom tray).
How do I remove/delete a shared Bluetooth Key?
Shared Bluetooth Keys can only be revoked on the owner's account.
To revoke a Bluetooth Key, select '...' next to the Bluetooth Key to be removed, and select 'Revoke'.
Is there a limit to the number of Bluetooth Keys that I can generate?
No. There are no limits!
Feel free to share them with your close friends and family to allow them easy access into your home.
Can I disable igloohome app push notifications?
At the moment, it is not possible to do so from the app itself, but you may disable app notifications from your phone settings.
iPhone:
1) Open your Settings app.
2) Tap Notification Center on the left-hand side of your screen.
3) Swipe up until you see a list of your apps.
4) Find the app you want to turn off notifications for, and tap it.
Android:
1) Go to Settings > Apps.
2) Tap the app you want to stop notifications for.
3) Under notifications, select the setting.
Are there igloohome app push notifications when someone enters my house/property?
In-app notifications are available for any Bluetooth Key activities. These will be sent in real-time when guests use Bluetooth Key to access. Owners will immediately receive notifications whenever a Bluetooth Key is used.
However, PIN code and key card entries will only be updated when the owner uses the Bluetooth Key on the lock.
You can monitor activities of your lock via the Access logs. Go to Lock Info > Activity log (tap on the icon at the top right-hand corner of the page).
Note: Key card access logs are only available for the Mortise lock.
I'm a guest. How do I unlock with my Bluetooth Key?
To use a Bluetooth Key that was shared with you, click on the green circle icon next to your Bluetooth Key when you are within Bluetooth range of the lock.
I'm a guest. How do I view the validity of the Bluetooth Key?
From the Visits menu, tap on the "Valid Now" button under the Bluetooth key.
How do I show/hide the Bluetooth Key under the Visits menu?
To show the Bluetooth Key, tap on the '+' sign next to the home listing name.
To hide the Bluetooth Key, tap on the '-' sign next to the home listing name.
I'm a guest. Why is the Bluetooth Key missing from the Visits menu?
If you no longer see your Bluetooth Key, it may have expired, or the owner may have revoked your access.
I'm a guest. How do I add a Bluetooth Key by scanning the QR code?
Under Visits menu, tap on the icon next to "Scan QR code to add key". Following which, scan the QR code for your Bluetooth Key on the owner's phone.
How do I change my password/name/phone number for my igloohome account?
To change your password:
Under Account Settings menu > Tap on the Edit icon next to Change Password > Enter and Submit
Note: If there are any other devices logged in to the same account, they will be logged out within 2 hours of password change.
To change your name:
Under Account Settings menu > Tap on the Edit icon next to the account name > Edit and Submit
To change your phone number:
Under Account Settings menu > Tap on the Edit icon next to the phone number > Edit and Submit
How do I change the language/vibration feedback for the igloohome app?
To change the language:
Under Account Settings menu > Tapon the icon next to Language > Select language
To change the vibration feedback:
Under Account Settings menu > Tap on the toggle next to Vibration Feedback
How do I view FAQ in the app?
Under the FAQ menu, select the product you wish to view FAQ for.
How do I log out of the igloohome app?
To log out, select Logout from the side menu.
How do I add a new lock/home listing to my igloohome account?
To add a new lock:
1) Under Configuration menu
2) Add Lock > Select your product
3) Follow the instructions on the app to pair
4) Name your lock > Associate to listing
To add a new home listing:
Under Configuration menu > Add Home > Enter Name and Select City > Submit
Note: In order to ensure that PIN codes work correctly, select the city that the lock is located in.
How do I view and manage home listings?
Under Configuration menu > Manage Homes
If you wish to edit your house listing names,
Under Configuration menu > Manage Homes > Select Home listing > Tap on the Edit icon next to Home listing name
How do I change the region of a home listing?
Under Configuration menu > Manage Homes > Select Home listing > Tap on the Edit icon next to Region name
How do I change the check-in and check-out time for an Airbnb listing?
Under Configuration menu > Manage Homes > Select your home listing > Change the check-in time.
Important:
By default, the check-in time is determined by your Airbnb listing.
The new check-in time on the app will not sync with the check-in time on Airbnb listing, and vice versa.
Please note that the new check-in time will apply to future and new reservations.
How do I connect an igloohome listing to an Airbnb listing?
Under Configuration menu > Manage Homes > Select home listing > Under Connect providers, select Airbnb > Select Airbnb listing > Confirm
How do I delete/view and manage locks?
To manage your locks:
Under Configuration menu > Manage Locks
To delete a lock:
Under Configuration menu > Manage Locks > Delete > Select Lock to delete
Important: The smartphone needs to have an active Internet connection and be within Bluetooth range of the lock in order to delete.
Note: For the Deadbolt 1 and Latch models, deleting the lock will not reset it to factory settings. For all other models, deleting the lock will reset the lock to factory settings.
How do I delete a home listing?
Under Configuration menu > Manage Homes > Delete icon > Select the home listing to delete
Note: Home listings cannot be deleted if there are associated locks. Users will have to change the association of locks to remove them from the listing.
How do I change the name of the Airbnb listing name in the email that is sent to my Airbnb guest?
To change the name,
1) Select your igloohome product
2) Go to 'Manage Homes'. Under 'Manage Homes', tap on the home listing you wish to edit.
3) Swipe left on the home listing name under 'Listing Name (Guest View)' and select 'Edit'.
4) Under Configuration menu > Manage Homes
5) Select home listing you wish to edit > Tap on the Edit icon next to Airbnb Listing Name
Note: This does not change the listing name on Airbnb website.
How do I view my Lock Status?
From Home > Select Lock Name > Tap on Status icon (4th icon on bottom tray)
How can I check on the app when the batteries are due to be changed?
To view the battery status, go to Status tab on the app.
How do I keep the battery status on the app updated?
You may update logs from the Status tab.
How do I update logs from Status tab?
Under Status tab, tap on Update > Update Logs
Note: You must be within 1 to 2 metres of the lock, with an active Bluetooth and Internet connection.
How do I sync lock time?
Under Status tab, tap on Update > Sync time
Note: You must be within 1 to 2metres of the lock, with an active Bluetooth and Internet connection.
How do I change the associated homes for a lock?
Under the Status tab > Edit associated homes > Select homes to associate > Confirm
Note: In the current app version, it is not possible to remove a lock from a home listing that is connected to Airbnb Connect. Should you wish to remove a lock from an Airbnb Connect home listing, kindly write in to support@igloohome.co.
How do I add/view/delete key cards/key stickers (for Smart Mortise only)?
Under Status Tab > Edit Key Cards > Add > Follow steps on app screen > Done
To view them,
Under Status tab > Edit Key cards
To delete them,
Under Status tab > Edit Key cards > Delete > Follow the steps to delete > Done
Note: The Smart Mortise supports up to 16 key cards. If you are using non-compatible key cards or key stickers, they may not register properly.
How do I edit the name for key cards/key stickers (for Smart Mortise only)?
Under Status tab > Edit Key cards > Tap on the Edit icon next to the card name
Note: When key cards are first added, they will appear as NFC followed by an increasing number. This order follows the order in which the key cards were added. If you are unsure of the NFC number that the user is holding on to, you may wish to unlock with their keycard, and Update Logs to see their NFC card number.
How do I reset PIN codes?
In the event that you have accidentally given access to an unwelcomed guest, or have used up all 285 available PIN codes (for older models), you can reset your lock via Status tab > "Clear PIN list".
If the lock has been successfully reset, you will no longer be able to use any generated PIN codes. However, the Master PIN will still be valid.
How do I unlock with Bluetooth Master Key from Lock Info page? (Basic Unlock)
Home > Select Lock name > Click on green circle
Note: Bluetooth Unlock will only work with active Bluetooth and Internet connection, within 1 to 2 metres of the lock. Trying to Bluetooth Unlock more than 5 times in 30 seconds will cause the lock to timeout.
How do I access Lock Info page on the igloohome app?
If you have 1 lock paired to your account, the Lock Info page is shown by default.
If you have more than 1 lock paired to your account, go to Home > Select Lock name.
To edit your lock name from Lock Info page,
On the lock info page, tap on the Edit button next to the lock name. After you have edited the name, tap anywhere else on the screen to save the edit.
How do I view/filter/update activity logs?
To view your activity logs,
From Lock Info page > Tap on the icon on the top right corner
To filter activity logs,
Under Activity logs > Filter > Select Filter > Set Filters
Currently, you may set filters for Bluetooth Unlock, PIN, Key Card, Pairing, and Reset activities.
To update access logs,
Under Activity Logs > Update Logs
Note: Update logs will only work within a 1- to 2-metre range of the lock, with an active Internet and Bluetooth connection.
What do access logs on the igloohome mobile app show?
Access logs on the igloohome mobile app show the successful unlocks (via PIN codes or Bluetooth Keys), with the date and time of the unlocking.
Note: Access logs for PIN codes are updated with any Bluetooth Unlock, as well as when the Update logs function is used.
How do I remove/delete a shared Bluetooth Key?
Shared Bluetooth Keys can only be revoked on the owner's account.
To revoke a Bluetooth Key, select '...' next to the Bluetooth Key to be removed, and select 'Revoke'.
What is a Master PIN code?
A Master PIN code, as the name suggests, allows master access to the lock. This means that the Master PIN code will always be able to unlock the igloohome smart lock that was paired to the user account.
Where can I view my Master PIN code?
The Master PIN code can be viewed on the igloohome mobile app.
On the app:
1) Select the lock on the Home screen and tap on "Lock Info".
2) On the Lock Info Page, tap on the PIN tab (second tab on the bottom tray).
3) Tap on "Master PIN" to show the Master PIN.
Can the Master PIN code be shorter?
Yes, the minimum number of digits required in a Master PIN code is 7.
Does the Master PIN code expire?
No, the Master PIN code is a permanent PIN.
How do I use a PIN code to unlock the Smart Lock latch?
To unlock your igloohome smart latch lock:
1) Tap on the lock to wake it up.
2. Key in your PIN code, followed by the key sign.
How do I create PIN codes?
PIN codes can be generated on the app in 2 ways:
1) On the Home screen, tap on the lock name and select either One Time, Permanent or Duration PIN.
2) On the Lock Info page, go to the PIN tab (second icon on the bottom tray), tap on the "Add" icon, and select your desired PIN code type.
How do I allow others to unlock Smart Lock latch using a PIN code?
To allow others to use a PIN code, you may wish to generate a PIN code for them, depending on the type of access you wish to grant them. This PIN code may then be shared through the app by tapping on '...' next to the PIN code and selecting 'Share'.
How do I reset PIN codes?
In the event that you have accidentally given access to an unwelcomed guest, or have used up all 285 available PIN codes, you can reset your lock via your Lock Info page in the Status tab (fourth icon on bottom tray) by selecting "Clear PIN list".
If the lock has been successfully reset, a pop-up will appear with the message "Resetting Lock for new codes", followed by a notification that your lock has been reset successfully.
Do note that once you reset, any previously generated PIN codes will become invalid. However, your Master PIN stays the same.
Why are old PIN codes that have been used still reflected under Lock Info?
As our iglooLock works offline, the status of PIN codes will not be updated. As such, all custom PIN codes that have been generated will be reflected under Lock Info, even after they have been used and de-activated. Do delete old PIN codes regularly so that your Lock Info page is not cluttered.
How do I create and share a Bluetooth Key?
In order to create and share/accept Bluetooth Keys, ensure that you have a working Internet connection.
To create a Bluetooth Key:
1) Go to the Lock Info page, and click on the Bluetooth Key tab (third icon on bottom tray).
2) Tap on the '+' icon.
3) Enter the details required for the Bluetooth Key and tap on 'Create Key'.
To share a Bluetooth Key via QR code:
1) Visitor should have downloaded the igloohome mobile app on their phone and registered for an account.
2) On visitor's phone, go to 'Visits' (on the side menu).
3) Tap on the QR code scanning icon and scan the QR code on owner's phone.
Note: QR code is shown right after Bluetooth Key creation, and can later be accessed by clicking on the Bluetooth Key listing on the Bluetooth Key tab.
To share a Bluetooth Key via external messaging apps:
1) Visitor should have downloaded the igloohome mobile app and registered for a new account.
2) After Bluetooth Key has been created, tap on 'Share Key'. Or on the Bluetooth Key tab, tap on the Bluetooth Key listing and 'Share Key'. Alternatively, on the Bluetooth Key tab, tap on '...' and 'Share'.
3) Visitor will then access the URL in the message and add the Bluetooth Key to their account.
Note: Any costs from the usage of external messaging apps to share and receive Bluetooth Keys are not covered by igloohome.
How do I change the Master PIN code?
On the app:
1) Select the lock on the Home screen and tap on 'Lock Info'.
2) On the Lock Info Page, tap on the PIN tab (second tab on the bottom tray).
3) Tap on 'Master PIN', followed by the 'Edit' icon. Key in the new PIN twice and press any key on the lock.
Can I create more than 1 Master PIN code?
No, each lock can only have 1 Master PIN. However, if you would like to allow another person to have owner access and authority for the app, you may share your account login credentials with them. Multiple users can log in with the same username/password on their own smartphones on the igloohome app.
How do I change/customise PIN codes?
The Master PIN can be changed on the igloohome app under the Lock Info page. As this is done over Bluetooth, you have to be within Bluetooth range to change the Master PIN.
For Duration and Permanent PINs, the PIN can be changed to a 6-digit PIN of your (or your guest's) choice by entering *1 0 (key)(key)(key)(key), following which, a long beep from the lock will indicate that the PIN has been successfully changed. The PIN change can only be done after the PIN has been entered on the lock at least once.
Why can't I generate PIN codes?
igloohome smart locks allow for a maximum of 285 PIN code generations.
When you receive an error message when trying to generate PIN codes, you may have generated the maximum number of PIN codes available. In order to generate more PINs, you will have to reset your PIN codes.
Instructions to reset PIN codes are available here.
Do note that any previously generated PIN codes will become invalid, but the Master PIN code will remain the same.
* For users who have not generated the maximum number of PIN codes, you may have to do a re-pairing of the lock to the newest version of the app. This may be due to either:
1) The lock was paired to an older version of the app (and thus unable to generate PINs in the new app); or
2) The server was unresponsive although pairing was marked as successful.
How do I delete a PIN code?
To delete a PIN code from PIN list view, tap the '...' button next to the PIN code and select 'Remove from List'.
Important: Deleting a PIN code from the app does not delete it from the lock. Any previously generated PIN codes will still be active until the lock has been reset.
What is the distance/range at which the Bluetooth will work?
Bluetooth usually work within 15-30 feet or 5-10 metres.
What is Airbnb Connect?
Airbnb Connect automates the generation of PIN codes for your Airbnb guests. This saves you the time taken to create PIN codes manually.
Here's how it works:
1) A guest makes an approved booking on your Airbnb calendar.
2) At 1 hour before the check-in time, a PIN code is sent via email to the guest's Airbnb email address (with the Airbnb host in CC). 3) The PIN code needs to be activated within 24 hours of the check-in time and date.
4) The PIN code is only valid for the duration of the guest's approved duration of stay. After check-out time on their last day, the PIN code expires automatically.
Note: Check-in time is determined by the Airbnb listing when it is first connected. The check-in time can be changed on the igloohome app itself (instructions here), but will only apply to reservations confirmed after the change.
How do I de-activate Airbnb Connect?
To de-activate Airbnb Connect:
1) Go to Menu
2) Account Settings
3) Disconnect Airbnb
Afterwards,
1) Login to https://www.airbnb.com/host
2) Click on your profile (the one with your photo on the upper right corner)
3) Account Settings > Connected Apps > igloohome App > Remove App
How do I connect 1 igloohome lock to multiple Airbnb listings?
If you have 1 lock that you need to connect to multiple Airbnb listings, you will have to add the lock to each home listing on the igloohome app.
For instance, there is 1 apartment with 1 Main door lock and 2 Room locks. There are 2 Airbnb listings, one for each room. In order to set up Airbnb connect for these listings:
1) Create 1 Home listing for each Airbnb listing
2) Connect the Home listing to the Airbnb listing
3) Associate all applicable locks to the Home listing
In this example, under the Home listing "Room 1 Locks", the following locks should be associated:
Main Door
Room 1 Garden View
By doing so, guests who make a new reservation under "Room with Garden View (5 minutes walk from town area" will receive PIN codes for Main Door and Room 1 Garden View locks.
How many igloohome home listings can be associated with my Airbnb listing?
Only 1 igloohome home listing can be associated with 1 Airbnb home listing and vice versa.
However, multiple locks can be associated to 1 igloohome/Airbnb listing.
Why are my reservations not appearing on the igoohome app?
For reservations to be successfully shown on the igloohome app, the Airbnb account that you have used to connect to the home listing must be a Host account and not a Co-host account.
If your Airbnb Connect trial/plan has expired, please contact us here for assistance.
Why am I receiving emails from igloohome regarding check-in? (For Airbnb guests)
You are receiving emails because your host is subscribed to our Airbnb Connect service for automated check-in.
Rest assured your data (eg. email) is protected and we have no access to it. The emails that you are receiving are automated and sent to your Airbnb guest email which is encrypted.
We wish you a pleasant stay!
Can the PIN code(s) for Airbnb reservations be sent to more than 1 person?
If the Airbnb listing has been connected to our Airbnb Connect service, the PIN code(s) can only be sent to the email of the guest who made the Airbnb reservation. Should you wish to share the PIN code with fellow guests, you may forward the PIN code email to them.
Can I send the PIN code email to my Airbnb guest earlier?
Yes, our app is able to allow the PIN email to be sent earlier, but this does not affect the PIN start time.
Proceed to Menu > Reservations > Click on the desired reservation > Send PIN email now
Will it be possible to send the PIN code to my guest via SMS or via Airbnb message service?
Currently, Airbnb Connect service can only automatically send PIN codes to Airbnb guests via email.
We understand that many guests wish to receive PIN code via SMS as they may not have connection to the internet while travelling and will not be able to receive their PIN codes. While we are unable to support this feature for now, we are considering it as a feature to include in the future.
If you wish to send a PIN code to a guest via SMS, you may wish to do so manually, or send them the PIN code email earlier.
We are unable to send PIN codes via Airbnb message service, as we do not have access to this feature.
Am I able to customise the content of the automated email that igloohome sends to my Airbnb guest?
Currently, the automated email uses a standard template and is not customisable.
Customisation of the automated email is likely to be a premium paid feature of the Airbnb Connect service in the future.
Do I need to reply to the auto-generated emails from igloohome?
No, replies to the auto-generated emails from igloohome go to a do-not-reply email.
Airbnb guests should contact their hosts directly should they have any queries regarding the reservation.
A guest has requested for early check-in. What can I do?
If you would like to check-in your guest earlier, you can generate a new duration PIN code, and send it to your guest. Please note that duration PINs need to be activated within 24 hours of start date and time.
To change the check-in time for new reservations, follow these steps.
Hosts may also send the PIN email more than 1 hour before check-in, but this does not affect the PIN duration.
When are the PIN codes sent to my Airbnb guests after I activate Airbnb Connect?
At 1 hour before the check-in time indicated on your igloohome listing, a PIN code is sent via email to the guest's Airbnb email address (with the Airbnb host in CC). The PIN code needs to be activated within 24 hours of the check-in time and date.
If you would like to send the check-in email earlier, follow these steps.
Note: Check-in time is determined by the Airbnb listing when it is first connected. The check-in time can be changed on the igloohome app itself (instructions here), but will only apply to reservations confirmed after the change.
How do I change the check-in time for my guests on the app?
On the igloohome app:
Under Configuration menu > Manage Homes > Select your home listing > Change the check in time.
Important: By default, the check-in time is determined by your Airbnb listing. The new check-in time on the app will not sync with the check-in time on Airbnb listing, and vice versa. Please note that the new check-in time will apply to future and new reservations.
How do I activate Airbnb Connect?
Step 1: Connect to Airbnb account
Open the igloohome app > Menu > Account Settings > 'Connect with Airbnb' button > Log into your Airbnb account
Step 2: Sync each Airbnb listing with your igloohome listing
Menu > Configuration > Manage Homes > Select the igloohome listing to connect > Under 'Connect Providers', tap on Airbnb > Select the Airbnb listing you want to sync and click 'Confirm'
Step 3: Automate check-in for the listing you have synced
Now that the listings are synced, return to Menu > Reservations > Refresh the page by pulling down > Select the igloohome listing that you have synced > tap 'Automate check-in' > Start free trial > OK
Note: Airbnb Connect is currently under free trial until further notice. Once the beta testing phase is over, it will be chargeable at USD4.99 per lock per month.
Can I Airbnb Connect to a listing that I am a co-host on?
Unfortunately, Airbnb Connect does not support integration for listings where you are a Co-host. You will need to be the Host of the Airbnb listing in order to use this feature.
Can I connect 2 different Airbnb Host accounts to different home listings in my igloohome account?
As an igloohome account can only be connected to 1 Airbnb host account, it is not possible to connect 2 at the same time.
However, it is possible to connect the 2 Airbnb Host accounts to separate igloohome accounts. Here's how:
1) For each Airbnb host account, an igloohome account needs to be created
2) Pair the locks (on app: Configuration > Add Lock) for each Airbnb account into their respective igloohome account
3) Activate Airbnb Connect on both igloohome accounts to connect the Airbnb accounts to the igloohome account
Wrong account connected to Airbnb.
There are three things that we need to do:
1) Launch Safari or Google Chrome on your mobile device > go to www.airbnb.com > tap on the Airbnb logo > Logout
2) Go to Account Settings > Disconnect Airbnb
3) Go to Account Settings > Connect with Airbnb > Enter the Airbnb account you wish to associate with the lock