Troubleshooting Customer Portal

Last updated: March 18, 2026

This guide covers the most common issues encountered when using Customer Portal and Automations, with solutions and workarounds for each.

Connection Issues

Account Already Connected Elsewhere

Symptom: The portal shows "Connection successful" but no devices appear, or the connection fails silently.

Cause: The device manufacturer account is already paired with another platform (e.g., a previous smart lock integration) or a different customer within your workspace. Most manufacturers only allow an account to be actively connected to one integration at a time.

Solution:

  1. The customer must fully disconnect their device account from the previous platform or integration first

  2. Once disconnected, wait a few minutes for the manufacturer's system to process the removal

  3. Retry the connection in Customer Portal

Important: There is currently no clear error message when this happens — the portal may still show "Connection successful" even though the account hasn't actually linked. If a customer reports that they connected successfully but see no devices, this is the most likely cause.

Affected brands: Assa Abloy Visionline, Igloohome, Schlage

Access Codes Missing After Account Reconnection

Symptom: After a customer disconnects and reconnects their device account (e.g., after a password reset or re-authorization), existing access codes disappear and new codes are not generated for active reservations.

Cause: Reconnecting a device account resets the device state, but automations do not automatically re-trigger for reservations that were already in progress.

Solution:

  • If you manage the integration: Re-push the affected reservation data using the push_data API endpoint. This re-triggers the automation rules and generates new access codes for active reservations.

  • If you're a support agent: Escalate to your engineering team to re-push reservation data for the affected customer. In the meantime, the customer may need manual access codes as a temporary workaround.

Affected brands: Igloohome, Schlage, and others

Portal Access Issues

Portal Shows 404 or Blank Page

Symptom: The portal URL returns a 404 error or a blank page.

Possible causes and solutions:

  • Expired session — Portal links are session-based and expire. Generate a fresh link using the create_portal API.

  • Invalid customer_key — Verify the customer identifier exists and has data associated with it.

Portal Not Loading in Iframe

Symptom: The embedded portal shows a blank space or loading spinner indefinitely.

Solutions:

  1. Verify is_embedded was set to true when creating the portal

  2. Check your application's Content Security Policy (CSP) to ensure it allows the portal domain

  3. Test in a standard (non-incognito) browser window — third-party cookie restrictions in private browsing can prevent the embedded portal from loading

  4. Ensure the iframe has adequate dimensions (minimum 400px wide, 600px tall)

Note: Customers using incognito or private browsing mode may be unable to use the embedded portal due to third-party cookie restrictions. This is a browser limitation, not a bug. If this is a common issue for your users, consider using standalone magic links instead of embedded iframes.

Access Code Issues

Access Code Doesn't Match the Requested PIN

Symptom: A preferred PIN code was specified for a reservation, but the actual access code created by the automation is different.

Cause: Device manufacturer constraints may prevent using the exact PIN requested. This is especially common with offline devices, which typically don't support custom PINs at all.

Common reasons a preferred PIN may not be used:

  • The device requires a minimum PIN length (e.g., 6 digits) and the preferred code was shorter

  • The device doesn't allow codes starting with 0 or containing certain sequences

  • The device is an offline lock (e.g., certain Igloohome models) that uses pre-generated codes rather than custom ones

  • The preferred code is already in use on the device

What to do: Always use the actual code delivered via the access_method.issued webhook as the source of truth. If you're a support agent troubleshooting with a customer, check the Access tab in the portal for the real code that was set on the device.

Backup Codes Cannot Be Deleted

Symptom: Attempting to delete a backup code through the portal fails.

Cause: The device associated with the backup code has been disconnected. Backup codes can only be deleted while the device is actively connected.

Solution: Ask the customer to reconnect the device first, then delete the backup code through the portal.

Manufacturer-Specific Issues

Salto KS — User Limit Exceeded

Symptom: New access credentials fail to create, with an error related to the user limit being exceeded.

Cause: Seam creates user identities in the Salto KS system each time access is issued. Over time, these can accumulate if old users aren't cleaned up, eventually hitting Salto's configured user limit.

Solution: Contact Seam support to clean up unused user identities in the Salto KS system. If this is a recurring issue, you may also want to work with Salto to increase the user limit for your account.

Dormakaba — Code Generation Failures

Symptom: Access codes cannot be generated for Dormakaba locks, or automations fail for Dormakaba devices.

Possible causes:

  • Dormakaba requires a minimum number of devices to be connected before code generation works

  • Dormakaba uses predefined time slots for access, and your reservation times may not align with these slots — for example, if Dormakaba is configured with 4-hour time blocks and your reservation starts at an odd time, code generation may fail

Solution: Contact Seam support to review your Dormakaba configuration and ensure reservation times align with the available time slot setup.

Assa Abloy Visionline vs. Vostio

Symptom: Connection or access behavior differs from expectations when connecting an Assa Abloy system.

What to know: Visionline and Vostio are separate systems with different connection behaviors, even though they're both made by Assa Abloy. If a customer previously used one system and is now trying to connect the other, the process may differ. Confirm which system matches the customer's physical hardware before troubleshooting further.

Getting Help

If you encounter an issue not covered here:

  1. Check the Seam developer documentation at docs.seam.co

  2. Review automation runs in Console > Developer > Automation Runs for detailed debugging information on what happened with a specific reservation

  3. Contact Seam support with your workspace ID and a description of the issue