COVID-19 Update: A message to our Customers, Partners, and SALTO Systems Community. Read more.

The generated Code is incorrect, what is wrong?

A Code is generated using a number of elements that all have to match up for the Code to be valid. The exact composition of the elements is confidential, however the items below make up over 90% of the generation of invalid Codes.

A Code can be invalid when:

  • A wrong PIN is used to generate the Code
  • The time on your mobile device is not synced to 'network time'
  • The wrong Code was entered (e.g. due to typing error)
  • The wrong user's Code is used (e.g. logged in as user A, but using device of user B)

A wrong PIN is used to generate the Code

If a wrong PIN is entered to generate the Code, a code will be generated, however this Code will be invalid. When you are unsure if you have entered the correct PIN, you can double-check your PIN by performing a 'Change PIN' on your mobile device. You don't actually have to change your PIN, but you can simply re-enter your current PIN as 'new' PIN. If you have used a wrong PIN, in this process you will receive a 'wrong PIN' message. If you can successfully change your PIN, you have used the correct PIN. Tip: Using the wrong PIN accounts for the majority of invalid Codes.

The time on your mobile device is not synced to 'network time'

One of the other elements that make up your Code is 'time'. It is therefore important that your device time settings are synchronized with our server time. The best way to ensure that this is the case (also taking into account time zones, etc.) is to set the time settings of your mobile device to 'network time' or 'Set Automatically'.

Android

  1. Open "Settings" App
  2. Tap "More" tab and select "Date and Time"
  3. Mark "Automatic date and Time" to use network-provided time. 

iOS

  1. Open "Settings"
  2. Tap "General" and tap "Date & Time"
  3. Mark "Set automatically" to use network-provided time. 

The wrong Code was entered (e.g. due to typing error)

Another common reason that the Code does not work is when the code has been typed in incorrectly.

The Code is not case sensitive (so it does not matter if you use upper- or lower case). A Code can consist of the letters A-F and the number 0-9; this means that there can never be an "O" (letter). O-shaped characters are always a "0" (number) in a Code. The same goes for the letters I and L (these cannot be part of a Code). Tip: Please pay careful attention to the number 8 and the letter B. These can be difficult to distinguish and may result in the Code not being accepted.

The wrong user's Code is used (e.g. logged in as user A, but using device of user B)

A Code is uniquely linked to a specific user, so generating a valid Code for another user is not possible. If you are logged in as 'User A', please make sure that you also use the device of 'User A' to generate the Code. Using another device for another user will result in the Code being invalid. *Please note that this applies to all users of a site; an Owner can also only generate Codes for its own account. An Owner cannot generate a valid Code for any of its (Super)Users.