FAQ – Wallet Key for iOS Users

You can add your room key to Apple Wallet and use it to unlock your room and other authorized areas of the hotel directly with your iPhone or Apple Watch. It's simple, convenient, and discreet.

You can add your room key to Apple Wallet after booking. Once you've completed online check-in, tap the Wallet icon to add your key. The room key will be automatically activated as soon as you've checked in and been assigned your room. To use your room key, simply hold your iPhone or Apple Watch up to the door lock.

Yes. Your room key is automatically activated for every room assigned to you.

With your room key, you can not only unlock your room, but also access all areas of the hotel that normally require a physical key card, such as the elevator, the main or night entrance, or the stairwell.

Access to other areas may vary depending on the hotel's location.

When you add your room key to Apple Wallet on your iPhone or Apple Watch, it is stored directly on your device. This means that Apple cannot see which areas you access or when you do so. Your data remains private and secure.

You'll need:

an iPhone or Apple Watch running the latest version of iOS or watchOS,

An Apple ID that you use to sign in to iCloud.

No. In Express Mode, you don't need to wake up or unlock your iPhone or Apple Watch to use your room key in Apple Wallet. Express Mode is enabled by default. You can find more information here.

Yes. With the "Power Reserve" feature, you can use your room key for up to five hours after your iPhone's battery has run out. This feature is available on the iPhone XS, iPhone XS Max, iPhone XR, and newer models. You can find more information here.

When you add a room key to Apple Wallet on your iPhone, it's automatically added to Apple Wallet on your paired Apple Watch as well. To use the room key, simply hold your Apple Watch up to the reader.

You can use your room key on an iPhone and an Apple Watch. Both devices must be signed in to iCloud with the same Apple ID.

Use the "Find My" app or sign in to iCloud to lock, deactivate, or reactivate your room key in Apple Wallet. You can find instructions on what to do if you lose or find an Apple device, as well as information about the "Find My" app , here.

Try the following troubleshooting steps:

Update to the latest version of iOS or watchOS.

Make sure Face ID, Touch ID, or a passcode is set up on your device.

Make sure you're signed in to iCloud with your Apple ID and that two-factor authentication is enabled.

Make sure you accepted Apple's Terms of Service when you signed up for iCloud.

If you are still unable to add your room key, please contact Manuel Dosz at +49 (40) 60429980-0 or hello@hiamo.com. 

If you no longer use a device, you can remove the Wallet passes stored on it either directly on the device or online. You can then add your passes to your new iPhone or Apple Watch.

There are two ways to remove a pass from your old device:

On your iPhone: Open the Wallet app and select the pass you want to remove. Tap the "More" button in the upper-right corner, scroll down, and tap "Remove Pass."

Note: This will also remove the pass from your paired Apple Watch.

Online (if you no longer have the device): Go to account.apple.com and sign in. Select "Devices" from the sidebar, then select your device and click "Remove Items."

Note: This will remove all wallet cards and passes from this device.

After removing them, you can add your Wallet passes to your new iPhone or Apple Watch.