The response message:

The door number you are trying to create a key for does not exist in the lock software. Firstly check the door number exists and check that your mapping is correct.

Why this happens:

This is related to key cutter mappings.

By default, whenever you try to create a key in Mews, Mews sends a key creation command for the space by communicating the space number that was configured in Mews to your door lock software.

Sometimes, the “doors” or “rooms” you have configured in your door lock software may follow one numbering format (e.g. 101-A, 101-B), and that may be different from the space numbering format you have configured in Mews for your spaces (e.g. 101A, 101B). When the numbering formats of these two systems differ, you will need to map the spaces in your Key cutter integration (just like you would map your rates and space categories in your Channel Manager Integration).

Example of a key cutter mapping page

When you have mapped the space numbers, and then you try to create a key in Mews, Mews will send a key creation command to the door lock software using the numbering format that was configured in the door lock software.

How to resolve:

When your key creation command results in this type of error, check the following about the space for which you are trying to create a key

  • Check that the room/door exists in your door lock software and is functional (consult the individual key cutter set up guide for specifics). If the room/door does not exist in your door lock software, contact your door lock system provider to help you configure that. In this case, we recommend using the same numbering format as you have used in Mews so you do not have to do the key cutter mapping.
  • If you can confirm that the room/door exists in your door lock software, and that you can create a key directly from your door lock software, then check the key cutter mapping in your Key cutter integration. Make sure that the correct space number in Mews is matched with the correct room/door number in your door lock software
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