After finishing the self-check-in process, it's possible that the card was not dispensed. If this happens, you first need to verify if the issue persists or if it happened during a specific check-in. To do so, it's necessary to perform card issuance tests from the kiosk administration menu.

* To learn how to issue cards from the administration menu, consult the following FAQ:  https://helpdesk.roommatik.com/kb/faq.php?id=54

The possible reasons why a card might not have been issued are:

There is no communication between the kiosk and the lock server. 

In this case, the kiosk should have sent an email and/or Telegram message with error code -321 (check error codes here: https://helpdesk.roommatik.com/kb/faq.php?cid=15). To solve this problem, you need to verify the following:

• The lock system server is turned on and the software is running.
• The data network is working correctly. To verify this, find out the IP address of the kiosk and the lock server and ping one PC to another. If you don't know how to do this, consult your IT systems administrator.
• If the above two points are correct, it's possible that the IP address of the lock server has changed. This may have happened if the lock server has been changed or if any maintenance operation has been carried out on it. In this case, if you set the previous IP address back on the lock server, cards will be issued again. If you want to permanently change the IP address, our technicians will need to reconfigure the kiosk to connect to the new IP address.

There is a jam in the card dispenser. 

In this case, you need to perform a visual inspection inside the kiosk to determine if there is any card jammed inside the dispenser. You can follow this video to try to clear the jam:

The room name in the PMS is different from the name configured in the kiosk to send to the lock system.

When it's time to encode a card, the kiosk has to send the room name to the lock software. In case this name is different in the PMS and in the lock software, the correspondence of names is configured in the kiosk. If any name has been modified or if it was wrongly configured during the kiosk setup, some rooms may not be encoded from the kiosk. In this case, it is necessary to identify which rooms these are so that our technicians can properly reconfigure the kiosk.

The card dispenser is not working.

It may be necessary to replace the equipment. In this case, contact us to process a repair or RMA order.

The check-in process fails at some point, so the card cannot be encoded. 

To verify if this is the case, go to the administration panel of your kiosk and try to manually encode a card. If it works, it confirms that the incident is in the check-in software workflow. If it doesn't work, check the previous points. If it's a software issue, open a ticket so our technicians can review it.

The cards are not suitable for installation. 

If there has been a change of cards, try again with the cards you normally use in case the new ones are defective or incompatible.