SmartThings API token not returning smart locks from account

Devices & Integrations
1

Hello,

I have been trying to contact SmartThings support, but I keep being redirected to the community forum instead of receiving direct assistance.

We are having an issue with SmartThings API integration. We accessed the page https://account.smartthings.com/tokens to generate a Personal Access Token, selected all available permissions/scopes, but the token still does not show the smart locks connected to the SmartThings account.

The team has already checked everything on their side, and the API readings appear to be correct. Because of that, we believe the issue may be related either to the lock configuration inside SmartThings or to the token creation/permissions itself.

Thank you.

2

Hi, @denysemateus

Can you provide the following information, please?

  1. Ticket number of the support case to check the exchange you had to have all the context
  2. Which brand and model are the locks?
  3. If you try to perform a GET request with the specific ID of the device, do you get an error?

Please open support access to your account and provide the devices name so we can take a look:

  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 (my.smartthings.com)
  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.

See more information about this access here: https://support.smartthings.com/hc/en-us/articles/36170233944852-Enabling-Account-Data-Access-for-Suppor

3

Good Afternoon!

I’m sorry, here is the correct screenshot of how we actually configured the locks and how the setup was supposed to remain:

image.png
image.png1908×654 335 KB

Thank you!
Adventure Vacation Homes Team

4

Good afternoon,

Thank you for your reply.
I would like to add some additional information here. On 05/13 we configured the locks, each one under its respective address/location, and everything was correct, showing only the 4 expected locks (as shown in the first screenshot).
However, when I logged in again today, I noticed that many more locks appeared, including some with unusual update times (such as 4:04 AM), which suggests that some automatic synchronization/integration may be happening in the background.
I have not made any further changes. What we need is for the setup to remain as it appeared in the first screenshot, with each lock assigned to its correct address/location.
Access has been granted, and the email associated with the SmartThings account is:
—removed—
Here are the answers to the questions requested:

1 - Ticket number of the support case:
The last contact I had through chat had ID #3624594582

2 - Which brand and model are the locks?
We currently have 4 locks:

1 - YALE YR C/D 226/246/256
2 - YALE - model not showing on the device, only serial number: LFIEX0015U
3 - YALE - model not showing on the device, only serial number: LRIFK004EH
4 - YALE YR C/D 226/246/256

3 - If you try to perform a GET request with the specific ID of the device, do you get an error?
I will contact the company responsible for the integration to ask them this and will let you know.
For now, the information we received from them is:
“We accessed the page https://account.smartthings.com/tokens to generate a Personal Access Token, selected all available permissions, and even so, the token does not show the locks that are in the SmartThings account.
The token generated today is:
52a89b2f-d788-4180-8e6b-ef7ebd02361e
Our team has already checked our side and the API reads appear to be correct, so the issue may be related to the lock configuration or possibly the token creation itself.”

Thank you in advance for your assistance.

How the locks were integrated and organized on 05/13 and how we need them to be:

image.png
image.png1516×514 231 KB