How do I provide Kisi access to my users?

In order to add access to Plans, Resources, and Check-ins, you'll need to first create Kisi groups in your Kisi account. A Kisi group/team can either house multiple access points in one, or a single access point. Feel free to access Kisi's Help Center for documentation on how to set up Groups. Once you've created groups, you can then sync them directly to Optix.

​Container App/WLA without Kisi Built
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This is the rule for non-white-labeled organizations, and for white-labeled organizations that don’t have Kisi built as their tap-to-unlock provider. Both follow the same flow the first time a User is granted Kisi access:

WLA + Kisi Built

For white-labeled organizations that have Kisi built as their tap-to-unlock provider:

Mapping allowance and/or discounts to Kisi groups will mean users are added to Kisi groups when they have allowance or discounts on their account. The allowance or discount on their account could have come from a custom Plan, templated Plan, a Pass, or manually added by an admin.

To add Kisi groups to Allowance and discount:

1. Select Settings from the left-hand menu

2. Click on Installed apps and select Kisi

3. Locate the section Allowance and discounts and select Configure

4. This page will provide you with visibility of all groups of Allowance that exist in your organization. To the right of each Allowance and/or discount will be the option to assign Kisi groups.

​Plans enable users with allowances and discounts to Resources or Check-ins on a subscription basis. Each Plan can be configured to link to one or more Kisi groups, which will allow you to combine multiple access points into one. Now, when you assign a plan to a user or team, they will be automatically added to the Kisi group/team for the duration of the plan.

To link Kisi groups to Plans:

1. Select Settings from the left-hand menu

2. Click on Installed apps and select Kisi

3. Locate the section Plans and select Configure

4. This page will provide you with visibility across all Plans. To the right of each plan will be the option to assign Kisi groups.

5. In the top right corner, you'll see a green box letting you know that your mappings have been saved. Changes are saved automatically and will come into effect shortly after the update.

Using Resources, you can provide access to your organization based on a booking's start and end time, or the duration of an Assignment.

Bookings

Users will get access to the Resource itself (and affiliated Kisi groups) 5 minutes prior to their booking start time, and their access will be revoked 5 minutes after the booking ends.

Assignments

When assigning a Resource to a user/team, you have the option to provide exclusive use all the time or provide conditional use based on times and days of the week. When integrating with Kisi, access to the assigned Resource (or affiliated Kisi groups) will be granted 5 minutes before each assignment start time and will be revoked 5 minutes after the end time of an assignment.

To link Kisi groups to your Resources:

1. Select Selections from the left-hand menu

2. Click on Installed apps and select Kisi

3. Locate the section Resources and select Configure

4. This new page will provide you with visibility across all your Resources. You can organize this page based on Resource name, location, and type of Resource. Alternatively, you can also use the search functionality to find the correct Resource. To the right of each Resource will be a section to add Kisi groups.

5. In the top right corner, you'll see a green box letting you know that your mappings have been saved. Changes are saved automatically and will come into effect shortly after confirmation.

Kisi Access Buffer Time

Optix supports organization-specific buffer times for Kisi access. This determines how early and how long after a booking or assignment a user can unlock the door via Kisi. Please contact support@optixapp.com with your requested buffer time.

For any booking or access-based action:

This buffer applies to:

If you'd like to update your Kisi access buffer, just let Optix know the exact number of minutes you want:

Optix will apply the update for your organization.

You can also map Kisi groups to a location. This is useful when requiring users to 'check-in' to your organization prior to gaining access via Kisi. To configure this:

1. Select Settings from the left-hand menu

2. Click on Installed apps and select Kisi

3. Locate the section Locations and select Configure

4. This new page will provide you with visibility across all your locations. To the right of each location will be a section to add Kisi groups.

5. In the top right corner, you'll see a green box letting you know that your mappings have been saved. Changes are saved automatically and will come into effect shortly after confirmation.

Optix supports sending a Kisi link or QR code to users who book through the Drop-in form, allowing them to unlock doors without downloading an app.

You can choose whether Drop-in bookers receive:

How to enable:

How it works for users

Once users or teams are assigned a plan or resource, make bookings, or check-in for the day, each user will be automatically added to the specified access group(s) in Kisi. Canceling a plan, assignment, booking, or check-in will remove the user(s) from the relevant group and restrict their access.

Do my users need to download the Kisi app?

It depends on how your organization is set up.

If you use the Optix branded app, or a white-labelled app that does not have Kisi built as the tap-to-unlock provider, users are first added as unconfirmed Kisi users. They usually need to download the Kisi app and complete registration before they can unlock.

If you have a white-labelled app with Kisi built as the tap-to-unlock provider, users are created in Kisi as confirmed members when they open or use the Optix app. They don’t need to download the Kisi app for unlocking.

When is a user created in Kisi?

If you use the Optix branded app, or a white-labelled app without Kisi tap-to-unlock: when the user is first granted access, such as a booking, Plan, or Pass allowance mapped to a Kisi group.

If you have a white-labelled app with Kisi tap-to-unlock: when the user opens or uses the Optix app so Optix can prepare unlock / a mobile key. Access to specific doors is still assigned separately when they are granted Optix access.

Why did my user receive an email from Kisi asking them to download the Kisi app?

This is expected for organizations that don’t use Kisi built into a white-labelled Optix app for tap-to-unlock. In that flow, Optix adds the user as an unconfirmed Kisi user, and Kisi emails them to download the app and complete registration.

If you have a white-labelled app with Kisi tap-to-unlock, this download / registration flow generally does not apply.

What’s the difference between confirmed and unconfirmed Kisi users?

Unconfirmed users have been added to Kisi but haven’t completed Kisi registration yet. Confirmed users have completed that step. For white-labelled apps with Kisi tap-to-unlock, Optix creates them as confirmed members. Unlocking via the Kisi app typically requires the user to be confirmed.

Can users unlock doors without the Kisi app?

Yes, in some cases. Users can unlock using:

- Unlock doors in the Optix app (when available)

- Tap-to-unlock in a white-labelled app built with Kisi

- A Kisi link or QR code for Drop-in form bookings

Can I map Kisi groups directly to Passes?

No. There isn’t an option to link Kisi groups directly to Passes. To give Pass holders Kisi access, use Allowance and discounts mapping.

Why can’t I map Kisi groups to a custom Plan?

Plan-to-Kisi mapping is only supported for Plans created from Plan Templates, or plans edited from template-based plans. Fully custom plans don’t support automatic Plan-to-Kisi mapping. For those users, use Allowance and discounts mapping or Resource mapping instead.

When does booking or assignment access start and end?

By default, users get access 5 minutes before the booking or assignment starts, and access is revoked 5 minutes after it ends. Your organization can have a different buffer time. Contact support@optixapp.com if you’d like that updated.

Do buffer time changes apply to existing bookings?

No. Buffer time changes apply only to new bookings created after the update. Existing bookings won’t update automatically unless Optix performs a full Kisi resync for your organization.

Who can change the Kisi access buffer time?

Admins can’t change it themselves. Buffer times are organization-wide and must be configured by the Optix team. Tell us how many minutes you want before and after the booking.

How are users removed from Kisi groups?

When you cancel a Plan, assignment, booking, or check-in in Optix, the user is removed from the related Kisi group(s) and their access is restricted.

Why can my user open Unlock doors in Optix but still can’t unlock a specific door?

Being created in Kisi, or having Unlock doors available, is not the same as having access to that door.

The user also needs active Optix access mapped to the correct Kisi group, for example through a booking, Plan, allowance, assignment, or check-in.

What happens if I delete or change a Drop-in booking with a Kisi link or QR code?

Deleting the booking immediately revokes the link and QR code. Changing the booking time generates and sends a new link and QR code. The link or QR code is only valid for the booking duration, including your organization’s buffer time.

Why doesn't my User have Kisi access?

If correctly configured, the Kisi and Optix integration provides Users with seamless access to your space. Before diving into troubleshooting, check the following requirements for Kisi and Optix integration to operate properly:

If you checked off all the requirements above for a proper Kisi and Optix integration, and your Users are still experiencing difficulties, below are some common issues that could occur and how to resolve them.

How to Check the Kisi Event Log

Before diving into troubleshooting, try checking to see if Kisi registered an issue. To check this follow the steps below:

What is the "Unable to detect your location" error

If you have the Geofence Restriction option enabled in your Kisi dashboard, a User may receive this error message when they haven't allowed location access for the Optix app or your white-labeled app.

To resolve this issue, please share this article with the User to enable the location access settings on their mobile device.

What is the "No locks found. You don’t have access to any locks” error

The two potential reasons why a User might receive this error message are:

1. The User is "unconfirmed". This occurs when an admin adds the User directly in the Kisi dashboard, rather than through your Optix dashboard.

To resolve this issue, an admin will need to remove them from your Kisi dashboard and recreate their Kisi share through Optix.

2. There are no active shares available for this User. This means that at the time the User tried to access your space or door, they didn't have permission via your Kisi access rights to do so.

To resolve this issue, check the access assigned to this User. The access will show the valid date and time range where the user can access the door.

What is the "Restricted" message when using the 'Unlock Door' button

The leading cause of this error message is due to the time restriction applied to the lock and/or the User group.

There are many ways to resolve this issue (ie., via Kisi permissions or your Optix mapping). This will depend on how you'd like to configure the time restriction on your locks/User group. We suggest you decide what the best approach would be for your organization.

What is the “Failed to unlock lock because they were accessing outside of opening hours.”

You will see this error message under the Event History page on your Kisi dashboard, and this commonly occurs when there is a time restriction applied to the lock and/or user group.

Similar to the "Restricted" error message, there are many ways to resolve this issue. This will depend on how you'd like to configure the time restriction on your locks/User groups. We suggest you decide what the best approach would be for your organization with your Kisi admin team.
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If you require assistance to further investigate

Please ensure the following information is available when you contact support@optixapp.com: