A common reason for a fob not working is that it has not yet been synchronized onto the lock. To determine if this is the case:
- Find the device in the web console and click on it.
- Click on the "Smart Keys" tab.
- Find the fob in question. If it has not yet been synchronized to the lock, you will see a green label that says "pending add". Until a SmartSync is performed on the lock, the fob will not work.
If the above does not remedy the situation, you can perform a full SmartSync on the lock to get all the fobs resynchronized onto the lock. This must be done in front of the lock using the Prempoint mobile app.
Please see the following article on how to perform a full SmartSync: