Manager/Admin Role Created in ULTRALOQ Air Web Console Not Receiving Invitation Email / Unable to Access Manager Privileges

ULTRALOQ Air
1

Hi everyone,

I’m trying to grant my office manager access to our ULTRALOQ Air portal (air.ultraloq.com) so they can manage, add, and remove user access for our office locks.

The Issue: I added them as a user in the ULTRALOQ Air web console and set their Role to Manager (with device access assigned to our locks). However, no registration or invitation email was ever received by the user (checked spam/junk folders, confirmed no typos in the email address).

When having them create an account directly at air.ultraloq.com using the exact same email address, the account is created, but Manager permissions and lock management options do not sync or appear in their console.

Steps Already Taken:

  1. Created/updated user profile under the User tab in the ULTRALOQ Air web console.

  2. Verified the email address is spelled correctly.

  3. Explicitly set Role to Manager and assigned lock access under Device Access.

  4. Saved/submitted the profile.

  5. Had the manager attempt to register/log in via the web portal using the assigned email address.

Has anyone encountered this issue where new Manager profiles fail to trigger invitation emails or fail to grant web portal access upon login? Is there a specific step or sync process required to activate Manager permissions for a newly added email address in Air mode?

Any help or advice would be appreciated!

Update

They did receive email but had no information about Ultraloq Air Web Portal, just to install Xthing app

2

Email from support, which they keep trying to tell me the owner account is the only one view the lock in AIR, which makes no sense to me

Savy (U-tec)

Hi Mike,

On Air, only the owner’s account can view and manage the locks registered to it. That is how the Air platform works—it isn’t an issue with the locks.