Step 1: Confirm the User Has Completed Basic Troubleshooting

Before investigating further, make sure the user has worked through the steps in Unable to Open Lockers (User Guide):

  • Verified Bluetooth range
  • Confirmed correct account and company
  • Enabled Bluetooth and Wi-Fi
  • Updated the Awaio app
  • Granted Nearby devices permission (Samsung/Android)
  • Tested access with a colleague's account
  • Contacted their administrator

Step 2: Verify the Lock Configuration

  1. In the Admin Portal, go to Space Management → Resources.
  2. Find the locker and check the Features column: it should show a linked lock icon.
  3. If the lock icon is missing or not linked, relink or reconfigure the lock.
Admin Portal Resources view showing Features column with lock icons

Step 3: Check Locker Activity

  1. Locate the specific locker in the Admin Portal.
  2. Review the last opened date (Access Time).
  3. If the locker has not been opened for 6+ months, the battery may be depleted: follow the battery replacement procedures in the Battery Management guide.

Step 4: Contact Support

If none of the above steps resolve the issue, contact Awaio Support with the following information:

  • Locker ID / Name
  • Last connection date
  • User email and account details
  • Any error messages or logs

If you have further questions, feel free to contact us via our website chat (awaio.com) or email us at support@awaio.com.