Troubleshooting Door Unlock Issues

When you joined as a member, we sent you a "Welcome" email, which included information on how to download your door access app called Kisi. This app gives you access to your studio by allowing you to touch your mobile phone to our door scanner.

Here is how to resolve some common issues. 

Seeing Your Studio Door is Offline?
If your Kisi app is showing your studio door is offline and you're unable to tap the padlock icon to unlock, follow these steps:

    1. Hover your phone over the black reader located on/at the front door 

    2. Wait for the circle on the reader to turn green, there will be a 'click' sound and the door will unlock

    3. Perform the hover function a couple times as it may need a couple attempts to register 

Seeing a KISI "Fix This" Message In The ?

If your Kisi app displays a "Fix This" message, follow these steps:

1. Click on FIX THIS, it should take you to your Bluetooth settings
2. Ensure that you have accepted the new connection request (if this message pops up)
3. Tap 'always' allow in the location settings

Door Still Not Unlocking?

If your Kisi app has no "fix this" error message as above, but is not unlocking the door, follow these steps:

1. Enter your Kisi app
2. Click on the person icon (top right)
3. Select introduction
4. Click the lock icon in the box
5. Follow easy prompts to allow all settings

Additional tips

• Ensure your iOS software is up to date
• Ensure general phone location settings are turned on
• If you enter your Kisi app and find there is no studio 'door' present, please call us on 1300 987 933 or email hello@prontopilates.com for further support