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❌ Door Access Sync Failed

Topic: RESERVATION_DOOR_ACCESS_SYNC_FAILED

What It Does

The door access provider could not apply the requested access for a reservation. LIKE MAGIC recovers automatically where it can: for the requested states NONE and PUBLIC the doors stored on the reservation are restricted right away (see Automatic Recovery), so the guest never keeps more access in the app than intended.

Key Info

  • Object: Reservation
  • Actors: Guest or Staff
  • Source: BACKOFFICE, GUEST_JOURNEY, PLATFORM, PMS

When It Fires

Exactly once for every failed interaction with the door access provider, whether or not the automatic recovery changed anything.

Typical causes:

  • lock system communication error,
  • invalid key parameters,
  • lock system unavailable,
  • access provisioning timeout

Context Data

⚠️ context.request is deprecated and will be removed on December 31, 2026. Read the top level fields instead.

{
    "requestor": "KEYS_CLEANUP_FINAL",
    "doorAccessState": "NONE",
    "errorCode": "errors_general_door_access_sync_exception",
    "error": "{\"id\":\"errors_general_door_access_sync_exception\",\"source\":\"DIGITAL_ACCESS_SERVICE\",\"magic_error_code\":\"errors_general_door_access_sync_exception\",\"parameters\":[...]}",
    "patches": [
        {
            "op": "remove",
            "path": "/accessibleDoors/0",
            "value": {
                "id": "8D9378B2CA5D2FCC6D8008D934ABA012",
                "title": "216",
                "lockAccessibility": "PRIVATE"
            }
        }
    ],
    "request": {
        "id": 1234567,
        "reservationId": "ABCDEFGH-1",
        "doorAccessState": "NONE",
        "requestor": "KEYS_CLEANUP_FINAL",
        "principal": null
    }
}
Field Description
requestor What triggered the sync, see Requestors
doorAccessState The access state the sync tried to reach, see Door Access States. Not set for KEYS_REFRESH, which re-applies the current access
errorCode Machine readable error code. null when the failure carries no code (for example a timeout)
error Raw error detail: the JSON error body from the door access service, or a plain text message. Do not parse it, use errorCode instead
patches Present when the automatic recovery changed the stored doors: a JSON Patch from the previous to the new reservation, door changes under /accessibleDoors. Absent when nothing changed or no recovery applies
request Deprecated, removed on December 31, 2026. Legacy copy of the sync request (id, reservationId, doorAccessState, requestor, principal). Use the top level fields instead
user The staff member who triggered the sync. Only present for syncs started from the backoffice

Automatic Recovery

Requested state What LIKE MAGIC does when the provider fails
NONE Removes all doors from the reservation
PUBLIC Keeps only the public doors on the reservation
PUBLIC_INHOUSE, PUBLIC_AND_PRIVATE, refresh Nothing, the stored doors stay as they were

The recovery only changes what LIKE MAGIC stores and shows to the guest. Keys already issued by the provider may still work until the next successful sync.

Door Access States

State Description
NONE No door access granted - guest cannot access any doors
PUBLIC Access to public areas only (lobby, common areas)
PUBLIC_INHOUSE Access to public areas for checked-in guests
PUBLIC_AND_PRIVATE Full access to both public areas and private room/unit

Requestors

Requestor Description
CHANGE_PIN Guest requested PIN code change through self-service
ADMIN Staff manually triggered sync from backoffice
KEYS_CONFIRMED Guest completed pre checkin and on arrival day public doors are issued
KEYS_CONFIRMED_TIMER Guest completed pre checkin and on arrival day public doors are issued by timer
KEYS_FORCE_PRIVATE_TIMER Automatic sync triggered by private access timer
KEYS_IN_HOUSE Sync triggered when guest checks in (in-house status)
KEYS_FORCE_IN_HOUSE Force sync for in-house guest (override existing state)
KEYS_CHECKED_OUT Legacy, no longer emitted. Replaced by KEYS_CLEANUP_CHECKED_OUT
KEYS_SYNC General door access synchronization request
KEYS_REFRESH Nightly refresh of the stored doors from the provider
KEYS_CLEANUP_CHECKED_OUT Guest checked out, private doors removed and public doors kept
KEYS_CLEANUP_FINAL All doors removed after the stay ends, a cancellation or a no-show
WALLET_ADD Guest added a key to their mobile wallet

What To Do With It

  • Read patches - Know which access the guest lost locally, and which the recovery could not touch
  • Retry sync operation - Attempt to re-provision access
  • Alert operations team - Manual intervention may be needed
  • Provide backup access - Issue physical key if needed
  • Log failure details - Track for lock system issues
  • Check lock system status - Verify lock system health