Error when trying to connect locks to Guesty via SmartThings integration

I am a property manager using Guesty as my PMS. I use Guesty’s locks manager, which allows me to integrate locks from SmartThings to each of my properties. In the last 2 days when trying to add new locks, I keep getting the following error code during the final authorization step:
{“error”:{“type”:“invalid_input”,“message”:“code is required”,“validation_errors”:{“_errors”:,“code”:{“_errors”:[“Required”]}},“request_id”:“6c379c04-1875-4d96-aa14-37053b7c3bf1”},“ok”:false}

Here is a link to a video recording I took of the integration process and the error occurring at the end:

This is now happening for every property, lock, and SmartThings account that I have. Guesty support said it’s likely an issue with SmartThings/hubs and I need to reach out them. I spoke to SmartThings support but they said they can only help with app related issues, not with 3rd party integrations, and directed me here.

Please advise. This issue is urgent for my operations.

Tagging @nayelyz @Luis_Humberto_Medina

do the locks work normally from the SmartThings app? Can you set codes using Smart Lock Guest Access in SmartThings?

I actually have no idea how to set codes within the app. I’ve never used it for that. I used to have all properties integrated with Lynx Automation, which I still have some with. I’ve been transitioning over to Guesty Locks Manager. The 15 or so properties that I’ve already switched over and added the locks are generally working well. Just in the last couple of days I am getting this error and can’t add new locks.

Hi, @wanderhome
I’m trying to get the logs of this request but I need a specific time when you made it, I see in your screen record that it was yesterday at approximately 9:39 but which time zone are you in?

oh, wait, I see the error message, in the URL it says “max_installs_exceeded”, this means this app reached the limit of installations allowed which is 500 by default as mentioned here: OAuth Integrations | Developer Documentation | SmartThings

The current locks connected to the integration still work fine, right? I don’t know if the new authorization is being handled as a new installation despite it being in the same location because each of them counts as one, it’s not per user.

The current locks connected seem to be working fine. I don’t understand the max installs part. Installs to what? If it’s 500 max, I shouldn’t even be close to that number. I have 10 properties on each of my SmartThings accounts, each with a hub and 1 or 2 locks. How can I fix this error?

This limit refers to how many times the app configured by Guesty has been authorized by users in general. If you have 10 locations, you “consumed” 10 installs of the 500 available.
Please, share your timezone to see if I can find the error log and ask the engineering team what we can do.

Eastern time zone. I am in New Jersey.

AKA it is a Guestly problem, not yours @wanderhome. I would send their support team a link to this thread because i’m sure other Guestly users are about to have the same problem as you.

Hi, @wanderhome
The engineering team wants to check some details about this case to see why you don’t see the newly installed locks if you already authorized the location before, to do so, we need the following:

  • Support access to your account.
  1. Confirm the email account registered in the forum is the same one you use for SmartThings. If not, please share it with me over DM
  2. Enable support access to your account:
  1. Go to the SmartThings Web (
  2. Log in to your Samsung Account
  3. Select Menu (⋮) and choose Settings
  4. Toggle on Account Data Access
  5. Select the time period and confirm - In this step, please select “Until turned off”, once the team finishes, we’ll let you know so you can disable it again.
  • Logs of the process of listing your devices using their app.
  1. We don’t know how this tool exactly works but we need you to go to the page where you can list the devices you have installed on SmartThings.
  2. Once you see this list and verify the new devices don’t appear, take note of the time and share it with us so we can look for the logs of the request

Hi. I have several SmartThings accounts. 2 in particular that I’m trying to add locks from. One of them is the same email as my account email registered in this forum, so we can work on that one first. I have enabled support access to the account per your instructions. I don’t quite understand the process you mentioned for logs of the devices. I did share a screenshot though at the beginning of this thread showing the process. How do I DM you to discuss in more detail?

Hello. Following up on the above.