The response message:

Key request could not be processed due to the following missing information: { }. Make sure the relevant fields have been correctly filled in.

Why this happens:

For the key cutter integrations where Mews supports mobile key functionality (Hotek and Salto JustIN), your lock software requires contact information of the guest, in order for the software to send the room keys digitally to your guests.

This error message appears when the phone number or email address field in a customer profile has not been filled in, or was not filled in using the correct format.

How to resolve:

If you are using Hotek:

Mobile keys are delivered by email, so it's important to make sure that a guest's email address is correctly entered in their customer profile in Mews.

If you are using Salto JustIN:

Mobile keys are delivered by phone, so it’s important to make sure that a guest’s phone number is correctly entered in their customer profile.

If the phone number field has already been filled in, double check the format.

  • Phone numbers must start with “+[country code]” (for example “+44”), and not “00”, in order for mobile keys to send.
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