Audience: Support & Maintenance Staff Goal: Diagnose and resolve issues where Wallet Access (NFC) is not working on a specific lock.
Use this guide to determine if the issue is a Configuration Error (lock doesn't have NFC enabled) or a Sync Error (lock doesn't recognize the specific key).
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Pre-Troubleshooting Checklist
Stop and verify these 3 items before attempting to fix the lock:
Do you have an Installer Credential?
You cannot test a lock with a blank phone. You must have a staff member present whose phone has the Quext app installed and an active Wallet Credential loaded in Apple/Google Wallet.
Is Wallet Access enabled for the property?
Confirm with your CSM or Admin that the feature is active in the Quext platform.
Is the Firmware up to date?
If this is an older lock, ensure it has been updated to the latest firmware. Old firmware will not recognize the NFC Configuration Card.
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Scenario A: Phone Does Not React at All
Symptom: You hold the phone (with Installer Credential) to the lock, but nothing happens. The Wallet pass does not pop up on the screen, and the lock does not beep.
Diagnosis: Configuration Failure. The lock has not successfully activated its NFC radio.
Root Cause: The NFC Configuration Card was not scanned correctly, or the 60-second window expired during setup.
Resolution Steps:
Power Cycle: Remove the battery cover and remove one battery. Wait 5 seconds. Reinsert the battery.
(For Reader Controllers: Flip the breaker or disconnect power momentarily).
Scan Immediately: You have exactly 60 seconds to scan the NFC Configuration Card. Hold it flat against the reader.
Listen: Ensure you hear a beep or see a light flash to confirm the scan.
Retest: Tap your phone to the lock again. If the pass pops up, the configuration is fixed.
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Scenario B: Phone Reacts, But Door Won’t Unlock
Symptom: You tap the phone, and the Wallet Pass pops up (the phone buzzes/vibrates), but the lock flashes red or does nothing. The door remains locked.
Diagnosis: Sync Failure. The lock has NFC enabled, but it has not downloaded the access data for that specific user.
Root Cause: The lock has not synced since the credential was created or added.
Resolution Steps:
Identify Hub Status:
If the unit has a thermostat hub: Wait 2–5 minutes. The lock should auto-sync.
If there is no hub: You must force a manual sync.
Perform Manual Sync:
Open the Quext app.
Navigate to the specific lock details.
Tap Sync.
Wait for the "Sync Complete" success message.
Retest: Tap the phone again. The light should turn green.
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Scenario C: Smartwatch Is Not Working
Symptom: The user’s phone unlocks the door fine, but their Apple Watch or Wear OS device does not.
Diagnosis: Device Sync Issue.
Root Cause: The wallet credential has not synced from the phone to the watch.
Resolution Steps:
Verify Phone: Confirm the credential works on the user's phone first.
Check Watch App: Open the Watch app on the phone and ensure "Wallet" is set to mirror the phone, or that the Quext pass has been added to the watch specifically.
Re-pair: In rare cases, the watch may need to be removed and re-added to the account.
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Escalation Criteria
If the steps above do not resolve the issue, escalate to Internal Support if:
Hardware Failure: The lock accepts the NFC Configuration Card (beeps) but never reacts to a phone, even after multiple power cycles.
Card Failure: The NFC Configuration Card itself is not recognized by multiple different locks (no beep/flash when scanning). The card may be defective.
Firmware Mismatch: You suspect the lock firmware is too old to support NFC and cannot be updated via the app.
When creating a support ticket, please specify:
Lock Model (Control, NDEB, or RC)
Whether the phone "reacts" (pass pops up) or is totally silent.
If a Manual Sync was successfully completed.
Need help?
Use the Chat with Support feature in your Quext portal or Quext app .
You can also search our full help desk library within your Quext Help Center.