To activate Wallet-based digital keys for your property, you must publish a set of frequently asked questions (FAQs) on your property website. These FAQs must be publicly accessible and match the approved content provided by Assa Abloy, Apple & Google. Publishing these FAQs on your website is a prerequisite to enabling the Wallet keys feature in Mews Operations and activating room keys in Apple Wallet and Google Wallet.

 

To help you meet this requirement faster, we’ve created a copy-and-paste-friendly FAQ template with pre-approved, standardized wording. By using this guide, you can avoid unnecessary troubleshooting and publish content that meets compliance standards on the first try.

 

In this help article, you can learn about:

• How to publish FAQs for Wallet-based digital keys in Mews Operations
  • How to structure your Wallet-based digital Key FAQ’s
  • Copy and paste Wallet-based digitial keys FAQ’s

How to publish FAQs for Wallet-based digital keys in Mews Operations

The details below outline exactly what you must prepare as part of the Wallet-based digital key activation process. Mews requests that you do not make adjustments to these questions except where highlighted, to avoid delays in activating Wallet-based digital keys.

How to structure your Wallet-based digital Key FAQ’s

To comply with Assa Abloy, Apple, and Google guidelines, you must publish your Wallet-based digital key FAQs on two separate webpages, for example, hotel.com/Digital_key_GeneralWalletFAQ.

 

On your main FAQ page, you can add a link to a separate page for Apple users’ FAQs directly below your main FAQ’s questions, for example, hotel.com/Digital_key_AppleWallet_Roomkey_FAQ

 

To do so:

1. Create a section of your property website for Frequently asked questions, FAQ’s, about digital room keys in a digital wallet.
2. Create a second section of your website, linked from the first, for Digital room keys in Apple Wallets.
3. Copy and paste the questions and answers from the content below to use on your website.
   • Some questions have multiple options for answers, depending on your guests' arrival experience at your property.
   • Some questions have red content that you should replace with your property-specific details.

 

Copy and paste Wallet-based digital keys FAQ’s

In this article, you can find answers to the following frequently asked questions about the Wallet-based Digital Key:   

 

General questions

Q: What is a digital room key in your wallet?

A: A Wallet key allows you to store your digital room key so you can unlock doors using your phone or a compatible smartwatch.

 

Q: How can I tell if I can use a Wallet key?

A: If your device is compatible with Wallet keys, you will see an Add to Wallet button at the end of your online check-in.

 

Q: I am not able to add my digital room key to Wallet. What should I do?

Q: Can I use a digital room key and a physical hotel key card at the same time?
A: Yes, you can use both. 

 

Q: What if I have multiple stays at a hotel?
A: If you book multiple rooms on the same date, the Wallet key only activates for the room you are assigned to. If you book a room on multiple dates, a different Wallet key activates for each stay. Each key is only active for your current stay after you complete your online check-in.

 

Google specific questions

Q: What happens to my digital room key in Google Wallet if I lose my Android phone?

A: If your Android phone is misplaced or lost, you should use the Find My Device app to remotely delete/wipe a lost device. Learn more in the help article Find, secure, or erase a lost Android device - Google Account Help.

 

Q: Which devices support digital room key in Google Wallet?

• Android: Android 9 or higher, with NFC turned on.
• Google Wallet: The latest version of Google Wallet app is recommended.

 

Apple-specific questions 

Q: What is a room key in Apple Wallet?

A: You can add your room key to Apple Wallet and access [define what spaces you can unlock] with only your iPhone and Apple Watch.

 

Q: How do I set up and use a room key in Apple Wallet?

Q: Can I use room keys in Apple Wallet if I have a reservation for multiple rooms?

A: Yes. You select which room you’re staying in during your online check-in and your room key is activated for that room.

 

Q: Where can I use a room key in Apple Wallet? 
A: In addition to your room, you can use your room key to access the same hotel spaces where you would use a physical key, such as the [elevator, main/night entrance, fitness center, common areas, etc]. *Room key-enabled access to other areas may differ by hotel location.

 

Q: How secure are keys in Apple Wallet?

A: When your room key is added to Apple Wallet on your iPhone and Apple Watch, it’s stored on your device, which means Apple doesn’t see the spaces you access or when. Your data is private and secure.

 

Q: What do I need to get started with the room key in Apple Wallet?

• An iPhone or Apple Watch running the latest version of iOS or WatchOS

• An Apple Account signed into iCloud 

 

Q: Do I need to unlock my iPhone to use my room key in Apple Wallet?

A: With Express Mode, you don’t need to wake or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. By default, Express Mode is turned on. For more details, see the help articlehttps://support.apple.com/en-us/HT212171 .

 

Q: Can I still use my room key in Apple Wallet if my iPhone needs to be charged?

A: Power Reserve provides up to five hours of access after your iPhone battery needs charging. This feature is only available on iPhone XS, iPhone XS Max, and iPhone XR or newer. For more details, you can review the article on express cards with power reserve.

 

Q: How can I add a room key to my Apple Watch?

A: When you add a room key to Apple Wallet on your iPhone, the room key automatically adds to the Apple Wallet on your paired Apple Watch. Once added, you can hold your Apple Watch near the reader.

 

Q: On how many devices (iPhone/Apple Watch) can I use my room key in Apple Wallet?

A: You can use your room key on one iPhone and one Apple Watch. You need to be signed into the same iCloud account and Apple account on both.

 

Q: What should I do if my iPhone or Apple Watch is lost or stolen?

A: Use the "Find My" app or iCloud.com to suspend, deactivate or reactivate your device in Apple Wallet.  You can review the instructions for Lost/Found Apple devices and Find My iPhone.

 

Q: I am not able to add or use my room key to Apple Wallet. What do I do?

A: Try the basic troubleshooting steps below:

• Update to the latest version of iOS or watchOS.
• Confirm that you have Face ID, Touch ID, or a passcode set on your device.
• Check that your Apple Account is signed into iCloud with two-factor authentication turned on.
• Check whether Apple T&C's are accepted in your settings when logging into iCloud.

 

If you’re still unable to add your room key, contact the [name] at [phone] or [email].

 

Q: Why can I only use a room key in Apple Wallet at some hotels?

A: There are currently a select number of hotels that can support the new room key capabilities. Other properties are adding support for room keys in Apple Wallet soon.

 

Q: How do I remove Wallet passes from a device, for example, after upgrading to a new iPhone or Apple Watch?

A: If you’re no longer using a device, you can remove its Wallet passes directly on the device or online. Once removed, you can add your passes to a new iPhone or Apple Watch.

 

You can remove a pass from your old device in two ways:

1. On your iPhone: Open the Wallet app and select the pass you want to remove. Select the More button in the upper-right corner, scroll down, and select Remove Pass.

2. Online (if you no longer have access to the device): Go to http://account.apple.com and sign in. Select Devices from the sidebar, choose your device, and click Remove items.

After removal, you can add your passes to your new device.