---
title: "Access Control troubleshooting: bookings, guest emails and access codes"
description: "Booking not found, creation refused, guest email not received, code unavailable or DoorBird Cloud programming failure: causes and checks in Access Control."
canonical: https://wiki.can-nx.com/en/guides/ac-troubleshoot/
language: en
product: Access Control
audience:
  - administrateur
  - utilisateur
context: "Access Control: administration and guest page, French interface"
---

# Access Control troubleshooting: bookings, guest emails and access codes

Context: Access Control: administration and guest page, French interface

Booking not found, creation or edit refused, guest email not received, code unavailable or not working: here are the causes and checks, for the administrator and for the guest. If a check has already been done, go straight to its result. For a problem signing in to the administration, follow the [sign-in guide](https://wiki.can-nx.com/en/guides/ac-login/).

## Why does a booking not appear?

The **Aujourd'hui** (Today) page and a site’s **À venir** (Upcoming) section show only some of the bookings. Open **Réservations → Toutes** (Bookings → All), which is more complete, then check the access point, the site and the session’s email address. If the booking appears, check its state and times, as described in [View bookings](https://wiki.can-nx.com/en/guides/ac-consult/). If it is still missing after refreshing, contact support. Do not create a second booking just because a validation seems to have had no effect.

## Why can the booking not be created?

On **Nouvelle réservation** (New booking), check **Récapitulatif → Site** (Summary → Site) and **Choix de l'accès** (Access point selection):

- No access point selected: select the correct access point shown as **en ligne** (online).
- Access point missing or **hors ligne** (offline): contact the installer or support, without choosing another access point by default.
- Dates rejected: check **Du** (From), **Au** (To) and **Fuseau horaire** (Time zone). The end must be after the start.

The form is described in detail in [Create a booking](https://wiki.can-nx.com/en/guides/ac-create/).

## Why can a booking not be edited?

- **Du** is grayed out: the booking has started, so its start date can no longer change.
- **Modifier** (Edit) is missing from the row: check whether the state is **expirée** (expired), **révoquée** (revoked) or **annulée** (canceled).

The editable fields are listed in [Edit or delete a booking](https://wiki.can-nx.com/en/guides/ac-change/).

## What if saving ends without a clear result?

If **Enregistrement…** (Saving…) ends without a clear result, check the booking in **Toutes** before submitting again. If the uncertainty persists, contact support with the message displayed and the relevant non-confidential values.

## Why has the guest not received the email?

First check that an **Email de l'invité** (Guest email) is filled in and that the booking has not ended. Then read the sending indication on the row:

| Indication | Check |
| --- | --- |
| **Mail d'accès programmé le …** (Access email scheduled for …) | Compare the scheduled date with the booking period. |
| **Envoi imminent** (Sending imminent) | The sending is expected; receipt is not established yet. |
| **Mail d'accès envoyé le …** (Access email sent on …) | Have the spam folder and the recipient’s address checked. |

If necessary, use **Envoyer** (Send) or **Renvoyer** (Resend) on the row, as described in [Send the guest link](https://wiki.can-nx.com/en/guides/ac-notifications/). If a resend has already been tried without success, contact support.

## Why can the guest not see their code?

On the link received, the guest checks the access point name, the period and the message displayed:

- **Accès non disponible** (Access unavailable) with an invalid or expired link: ask the administrator for a new link.
- Code retrieval failed: use **Réessayer** (Try again) if this button is offered.

See also [View your guest access code](https://wiki.can-nx.com/en/guides/ac-guest/).

## What do the DoorBird Cloud programming indications mean?

For a DoorBird Cloud access point, the row of a booking that has not ended shows the programming progress of the code:

| Indication | Meaning |
| --- | --- |
| **Code en attente de programmation** (Code awaiting programming) | No programming confirmation is displayed yet. |
| **Échec de programmation du code** (Code programming failed) | The interface reports a programming failure. Do not announce that the code will grant access. |
| **Code programmé** (Code programmed) | Programming is confirmed in the interface. An on-site test is still needed. |

On hover, **Échec de programmation du code** shows the instruction: “Le code n'a pas pu être programmé sur l'équipement — révoquez cette réservation puis recréez-la.” (The code could not be programmed on the device — revoke this booking, then recreate it.) On the row, a booking is removed with **Supprimer** (Delete).

These indications depend on the device and on the information available in your interface: their absence is not a sign of failure. Do not change the gateway configuration to resolve a message whose cause has not been established.

## What if the code does not work on site?

The guest checks the access point name and the period, then informs the site administrator. The administrator checks the booking state and, for DoorBird Cloud, its programming indication. If the problem persists, contact support.

To understand how bookings and codes work, see also the [Access Control FAQ](https://wiki.can-nx.com/en/guides/ac-faq/).

## Contact support

Write to support@can-nx.com, including only the useful items:

- product: Access Control;
- user type: administrator or guest;
- site or access point concerned;
- symptom and message displayed;
- period concerned;
- checks already done and their results.

Add a redacted screenshot if it helps understanding. Never include a code, a personal link, a password or a key.