DirectKey™ Storage Lock – Troubleshooting Guide
Your storage unit uses DirectKey™ mobile access with the Passport lock. If you’re having trouble getting in, try these quick fixes before calling the office.
1. Can’t Unlock the Unit with Your Phone
✅ Check Bluetooth – Make sure Bluetooth is turned ON in your phone settings.
✅ Check Bluetooth Privacy Settings – On some phones, you may need to allow the DirectKey app permission to use Bluetooth (found in your phone’s privacy or app settings).
✅ Enable Location (Android only) – Some phones need location services on for Bluetooth keys.
✅ Close & Reopen App – Force close the DirectKey app, then reopen.
✅ Refresh Credentials – Pull down to refresh inside the app (must have cell or Wi-Fi service).
✅ Move Closer – Stand directly in front of the unit door (works best within 3–5 feet).
✅ Try Again – Tap unlock in the app or hold your phone near the lock until it clicks.
2. App Isn’t Working
🔄 Restart Phone – Quick reboot fixes most issues.
📥 Check for Updates – Update the DirectKey app in the App Store or Google Play.
📡 Check Signal – If you’re in a low-service area, step back into better reception and refresh the app.
3. Lock Doesn’t Respond
🔋 Look for Lights – When you tap unlock, the lock should flash:
- Green = unlocked
- Red = access denied (expired code, wrong unit)
- No light = battery may be low
📲 Try Again – Wait 10 seconds and retry.
🆘 Still no response? Contact facility staff so we can check the battery or override.
4. Access Denied / Red Light
⏰ Check Rental Status – Overdue accounts may have access temporarily disabled.
📱 Confirm Unit – Ensure you’re unlocking the correct door in the app.
🔄 Refresh Credentials – Pull down in the app to update your key.
5. General Tips
📶 Keep Bluetooth and mobile data/Wi-Fi turned on.
🔒 Always close and latch your unit door before leaving.
👩💼 If issues continue, contact the office during business hours. Provide your unit number and what lock lights (if any) you saw.
📞 Need Help?
If none of the steps above work, please call the office at 705-221-3001
Move Out Process
We'll be sad to see you leave!
- During the move out process please give notice to Big Moose Self Storage that you plan to vacate your unit.
- On move out day, please send Big Moose Self Storage a photo of your empty storage unit and an exterior photo of the storage unit door closed with unit locked with lock provided at time of rental.
- Office Email info@bigmooseselfstorage.ca
- Once those two items are submitted, Big Moose Self Storage will move you out, release your $50 deposit and open the gate for you to exit the facility
