The site owner is also the owner of the master key.
A master key, however, can also be assigned to another user. This can be done by navigating to the ‘People’ section in the KS app and checking the box ‘Master Key’.

For the site owner to check who else has a master key, they can find more information in the key section of the KS app.

To assign the Master Key to a different person, please go to ‘People’ inside the KS app and check the box ‘Master Key’

Please visit our hardware page to find out how to activate or add a new tag.

All emails are sent to the site owner. He registered with his personal email.

This feature is only available to the site owner.

This feature is only available to the site owner on the web app in the ‘Site’ section.

Please check if your email and password are correct. If the problem persists, please reach out to our support team.

Please reach out to our support team to help you with this issue.

Check your spam filter, if the e-mail is not there please reach out to Salto support

Only the site owner will receive messages when a user tries to open a door or a lock generates another type of notification, as long as the message has been configured correctly on the notifications page in the web-app.

When you see the tags are 'suspended', you would need to check:

1. The site has a valid subscription

2. The user in question is subscribed

3. The tag is not blocked.

To make a tag or a digital key has the offline access to the locks in the site, the site admin should do:

1. Go to People -> Find the user -> Open the profile

2. Go to -> Keys -> Find the key -> Click offline access

What happens when I redeem a new voucher while my Site has a valid subscription?

When you activate a voucher the current subscription will always end, and the new one will begin. The remaining part of the existing subscription will be added to the new subscription as specified in the voucher and a new end-date will be determined. If the new subscription allows for a larger number of users and/or IQs, a pro-rata calculation will be done to determine the new end-date.

Can I get the subscription history of a Site? 

The Subscription history for SALTO KS is not visible. If you would like to access this, please contact your local SALTO Tech Support.

Can I manually change a subscription? 

Subscriptions are only available as vouchers, which can be purchased via installers or your local business unit representative. You can redeem a voucher via Site > Subscription > Activate Voucher.

What happens when my Site’s subscription ends?

When subscription ends, the IQs are all set to "unsubscribed" status. This means that they will not respond to any lock requests and no changes to access rights can be done anymore. Offline Access credentials set on the locks (also based on the audit trail) will not be touched. When the subscription ends, the Site users are also set to “unsubscribed“, meaning they can’t perform openings or any actions on the site. There is one exception to this rule: an admin of the Site would be able to go to Site > Subscription in the menu to check and redeem a new voucher.

How will I know when my Site’s subscription is going to end?

If you are the Site’s owner or one of the Site admins you can navigate to Site > Subscription, where you can see the latest subscription’s expiration date. But don’t worry, if you are the Site's owner, we will send you an email reminder four weeks, one week and a day before the expiration date, so that you have enough time to get a new subscription.

One or more users from my Site are unsubscribed. However, the number of users in the Site still hasn’t reached the limit set by the current subscription. How can this happen?

Site owners and admins can subscribe or unsubscribe users manually. This allows them to choose how to use subscription slots. To subscribe a user you can go to the People page and toggle the value of the Subscription column.

Why can’t I mark a user “subscribed”?

In order to mark a user “subscribed” you have to have a role of Site Admin or Site Owner. There should be enough user slots in the current subscription (in order to check the current limit navigate to Site > Subscription). Last but not least, only users with valid access (remote access/tag/mobile key/pin) can be marked “subscribed” at the moment.

Subscriptions have a limit of IQs and Users. Is there also a limit of different keys a user can have?

No, we don’t impose such a limit in subscriptions. A user may have a Tag (physical key), a mobile key in their smartphone, and a PIN access code at the same time. Such users will occupy one slot in the subscription.

What if a new IQ/User is added to the Site while the active subscription doesn’t have available IQ/User slots left?

You will be able to add a new IQ/User to the Site. However, if there are no available subscription slots left they will be “unsubscribed”. For the IQ, this means that it will not respond to any lock requests and no changes to access rights can be done anymore. Offline Access credentials set on the locks (also based on the audit trail) will not be touched. For Users being “unsubscribed”, this means they can’t perform openings or any actions on the Site (except redeeming a new voucher for admin/owner role).

Please reach out to Salto support for instructions.

If the subscription is expired, you can purchase a new voucher by contacting your supplier/installer or Salto Support.

When you activate a voucher the current subscription will end, and the new one will begin. The remaining part of the existing subscription will be added to the new subscription as specified in the voucher and a new end date will be determined. If the new subscription allows for a larger number of users and/or IQs, a pro rata calculation will be done to determine the new end date.

Please reach out to your supplier/installer or Salto support to buy a new voucher.

The Subscription history for SALTO KS is not visible. Please contact SALTO Tech Support.

When you activate a voucher the current subscription will always end, and the new one will begin. The remaining part of the existing subscription will be added to the new subscription as specified in the voucher and a new end-date will be determined. If the new subscription allows for a larger number of users and/or IQs, a pro-rata calculation will be done to determine the new end-date.

Subscriptions are only available as vouchers, which can be purchased via installers or your local business unit representative. You can redeem a voucher via Site > Subscription > Activate Voucher.

There is no option for changing an email address. However, you can always create a new user with a new email address.

There are two ways to sign up for a SALTO KS account:

1. Your installer creates an account for you during installation

2. You sign up for an account yourself through https://app.saltoks.com/

Please note that if an installer installs your site, you need to provide the same email address to your installer.

How do I let an installer set up my account?

1. During the installation process; your installer will enter your email address into our site.

2. You will then receive an invitation via email to sign up for a SALTO KS account.

   

3. When you follow the link in the email, you will be asked to fill in a form with some personal details, and set the password.

   

4. With your e-mail address and password you can then login to https://app.saltoks.com Once the installation has been completed and released by your installer; you will be able to access and manage your site.

   

Congratulations on your SALTO KS account!

1. To login to your SALTO KS account, visit https://app.saltoks.com

2. You can login by entering the email address you have used for registration and the password you have set-up at time of registration.

I forgot my password, what should I do?

If you have forgotten your password, please follow the link 'Forgot Password' and follow the steps to recover your password.

I forgot my e-mail address, what should I do?

When you do not remember the email address you have used to register with SALTO KS, please check with the admin who manages your KS site

I don’t have an account yet, what should I do?

In case you don't have a SALTO KS account yet, please contact with the admin who manages your KS site, to create an account for you.

1. When you do not remember the password to access your SALTO KS account, please follow the link 'Forgot Password' on https://app.saltoks.com.

2. In the next step, you will be asked to enter the email address you have used to sign up for SALTO KS.

3. Once you have clicked on 'Submit' an email will be sent to your email address with a link to complete the password reset. Click on the link in the email to reset your password; you will be asked to enter a new password.

Please note the password strength requirement:

• Minimum of 8 characters

• At least one non alphanumeric character.

• At least one lowercase ('a'-'z').

• At least one uppercase ('A'-'Z').

4. Once you have entered a password and confirmed the password, click on 'Change Password'. 5. You can now login with your email address and the password you have just created.

Lost your PIN (as a non-Owner)? A Site admin in your Site needs to:

1. Go to app.saltoks.com

2. Select your Site

3. Go to Site > Rights

4. Find your profile and click 'Reset PIN' with the particular IQ

If you are the Owner please reset the IQ. However, be aware, that this action will cause all the Users to reactivate again.

The delivery of emails (e.g. confirmation, reset password, etc.) is usually done instantly. There may be situations where the delivery of emails is delayed, or where emails are delivered into the recipients SPAM folder.

In situations where the customer does not receive the email, please take the following into consideration:

• Emails might be delayed due to various circumstances, if not received immediately, please wait for a number of minutes

• Check the SPAM folder of the recipient; it may occur that emails are delivered into the SPAM folder

• If the customer uses Gmail, please check all the 'Social', 'Promotions', 'Updates' and 'Forums' tabs as well as the 'Primary' tab.

If the customer has not received the email within the hour, please try to trigger another request.

If a tag has been registered with another site, or assigned to another user, then the tag will not able to be registered to your site.

But you can invite this tag number by go to: People -> Invite -> Enter tag number

There's no limit per Site

1. Login as the site owner to the site which you want to pass the ownership

2. Go to Site -> Transfer Ownership

1. Select the user who should receive the ownership. Only site admin would able to get the ownership, so check the user role if your ideal user is not in the list.

When connecting the IQ 2.0 through ethernet or WiFi local network settings can interfere with the IQ operation. Updates and normal operation requires different settings. Ideally, the IQ should be on a network where all outbound traffic for the IQ is accepted. This is the only way to ensure an update will work as it should and will ensure no issues with normal operation.

For updating, any port could be used so the network must allow all outgoing traffic.

For normal operation, the IQ uses below IP-addresses and port 40000 and 40001, these should be whitelisted. Note that the IQ makes a connection to these ports on the SaltoKS' backend system, but the connection is done from a random port. Thus, the IQ must be allowed to connect to external port 40000 or 40001 for this to work.

If it's not accepted the IQ must have access due to security reasons an M2M connection is an option.

If the IQ cannot connect, check the following:

• Network requirements:

• DHCP server that provides the IQ with an IP address

• For WiFi: Preferably WPA or WPA2 encryption, otherwise an open network. 2.4ghz only.

• For Ethernet: No network authentication (no 802.1X)

• The IQ connects to a server on TCP ports 40000 and 40001

• The IQ updates by downloading a file from our FTPS server

It is not possible to give out fixed IP addresses of the Salto KS back-end to which the IQ's connect. The Salto KS back-end is dynamically hosted and scales up/down based on number of requests and connected IQ's. You can compare this to for example going to gmail.com or any other popular website. When connecting you're not sure to which server you're forwarded.

However what some of our customers do, they implement whitelisting on IQ mac address. Which means they only allow IQ mac addresses that are whitelisted to connect to the outside world.

If MAB is used in the network (MAC Authentication Bypass), it would be necessary to whitelist MAC addresses of the IQs (which do not support 802.1X) in the network authentication back-end, allowing the IQs to connect without further authentication.

We would advice the customer to look into this option. There is no way to whitelist IP's of our back-end services.

On site level, it depends on the voucher used for your site.

On IQ level, per IQ2 supports 10k (v) tags, 10k remote users.

This depends on your voucher