Hello ​@dbarnesen, 

I’m Josue - one of the Community Ambassadors - and I’m happy to help clarify your questions regarding Digital Key. 

Once a guest completes their online check-in, if your property has Digital Key enabled, they’ll see an option to receive their digital keys by clicking “Get Keys.” If they’d prefer not to get them right away, they can simply choose “No Thanks” and the system will then wait until they’re ready to collect their keys later.

Guests can pick up their Digital Key anytime by returning to the Guest Portal (GP) homepage. If they haven’t claimed their key yet, they’ll see a handy banner on the homepage that lets them start the process whenever it suits them best, whether that’s closer to arrival or even during their stay.

For more details, here are a couple of helpful guides you might find useful:

• How to set up the Digital Key in Mews Operations - to make sure Digital Key is enabled for your guests
• The online check-in journey in the Guest Portal - to see what the experience looks like for your guests 

Regarding guests who may not be offered the Digital key whenever a promoted service is selected, I recommend opening a case with our Support team as this will require a more in-depth investigation. We are happy to review that further for you! 

If you have any questions, please don’t hesitate to let me know! 

Thanks ​@josue.orellana 

I did raise a support ticket about it, i guess they are very busy during the summer.

​@dbarnesen I apologize for the delay, I have verified and see that my colleague Jason is now assisting you on it.  Thanks for raising the ticket and hopefully we get it sorted out for you rather quickly! 

Just an update for anyone else who has had this issue.

It is apparently the expected behavior for Digital Key, basically you cannot have more than one bookable service at a property and still use Digital Key.