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Web Platform – FAQ

Getting Started

How do I access the Smart MasterKey web platform?

Go to: https://admin.smartmasterkey.com/
Use the email and password you registered with.
Don’t have access yet? Contact your company’s system admin.

What browsers are supported?

All browsers are supported. We recommend using the latest version of:

  • Google Chrome

  • Microsoft Edge

  • Safari (macOS)

I forgot my password. How can I reset it?

  • Go to the login page

  • Click “Forgot password?”

  • Enter your email and follow the reset link sent to you

User and Access Management

How do I add a new user?

  • Log in to the web portal

  • Go to Users → Invite Users

  • Enter name, email, and assign access rights and groups

  • Click Send Invitation

How do I change or revoke access for a user?

  • Go to Users

  • Click on the user’s profile

  • Edit their access groups, time schedules, or remove them entirely
    Changes take effect immediately.

Can I assign temporary access to guests or contractors?

Yes. Create a new user and assign:

  • A limited access schedule

  • An expiration date
    The system will revoke access automatically after that.

A user isn’t receiving the invitation email. What should I check?

  • Double-check the email address

  • Ask the user to check their spam folder

  • Resend the invite from the user’s profile page
    If the issue continues, contact support.

Lock and Access Point Management

How do I add or remove a lock from the system?

Registering and adding Smart MasterKey devices to the systems is performed through the mobile application.

  1. Select the profile under which the devices should be registered.
  2. Scan QR on the device to register the device under selected profile.

 

To remove the device:

  1. Click on the device
  2. Click ‘Remove device’
  3. Enter your password for confirmation

Activity and Logs

How do I view door activity logs?

  • Go to Activity

  • Filter by:

    • User

    • Door

    • Date range
      You’ll see when and where access was attempted or granted.

Can I export reports?

Yes.
Activity logs and user data can be exported as CSV for audits, reviews, or compliance.

Is real-time monitoring available?

Yes.
The dashboard updates in real-time and shows last access events.

Troubleshooting

The web platform is slow or not loading. What should I do?

  • Refresh the page

  • Clear your browser cache

  • Try using a different browser

  • Check your internet connection
    Still an issue? Contact support.

I can’t assign access to a door or user. What’s wrong?

Common reasons:

  • The lock is offline

  • The access schedule doesn’t match

  • The user’s email hasn’t been verified

  • There’s a sync delay (wait a few seconds or refresh)

How secure is the Smart MasterKey web platform?

  • All data is encrypted in transit and at rest

  • Secure cloud hosting infrastructure

Need More Help?

Email: support@smartmasterkey.com