All you need to know about your keys in Malasaña Coliving.
🔒 Locked out of a shared apartment
First, don’t panic! Before reaching out to the Urban Campus team please contact your flatmate so s.he can open the door for you. If there is nobody available with the necessary access rights, contact us so that someone can open the door remotely.
Please only reach out to us if there is no one else in the community who can open the door.
Bear in mind that outside office hours (from Monday to Friday, 9.00 to 18.00), you will have to call a locksmith and assume its cost. If you use our external emergency provider, you will also have to assume its cost. It is free of charge when the fault lies with the lock system.
To avoid these lock-out situations, feel free to ask us for an additional key you can give a neighbour or someone you trust. We will send you a document stating that Urban Campus provides you with this key. It will be part of your inventory - like what you signed on the move-in document. If it is lost or not returned at the time of your move-out, its cost will be removed from your deposit, like any other equipment.
🔐 Locked out of your room in a shared apartment
You can open your room door with a mobile with the Digital Key in the Salto KS Keychain app! Even if you don't have your mobile on you, use someone else's phone and your credentials on the Salto KS Keychain app to open the doors!
Discover Salto and the Digital Key here!
If you are experiencing an issue with the Digital Key, please try to reset it. In the app, go to Configuration > Configuration of the digital key > Reset digital key.
If you have not registered to the Salto KS apps and cannot open your room door, bear in mind that outside office hours (from Monday to Friday, 9.00 to 18.00), you will have to call a locksmith and assume its cost. If you use our external emergency provider, you will also have to assume its cost. It is free of charge when the fault lies with the lock system.
🔓 Locked out of your private apartment
Please reach out to the Urban Campus team directly (only call us directly in case of an emergency).
Bear in mind that outside office hours (from Monday to Friday, 9.00 to 18.00), you will have to call a locksmith and assume its cost. If you use our external emergency provider, you will also have to assume its cost. It is free of charge when the fault lies with the lock system.
To avoid these lock-out situations, feel free to ask us for an additional key you can give a neighbour or someone you trust. We will send you a document stating that Urban Campus provides you with this key. It will be part of your inventory - like what you signed on the move-in document. If it is lost or not returned at the time of your move-out, its cost will be removed from your deposit, like any other equipment.
🛠 Broken lock
If you cannot open it because the lock is not working or broken, we consider it as an emergency, have a look here!
🔑 Key lost
Please quickly contact the Support team. We will cancel the lost key so whoever finds it, can’t use it.
We will have to charge you a 30€ replacement fee for the lost key and we will provide you with the new key as soon as possible.
Bear in mind that outside office hours (from Monday to Friday, 9.00 to 19.00), if you lose your key and cannot access your apartment, you would have to call a locksmith and assume its cost. If you use our external emergency provider, you will also have to assume its cost.
🗝 Mailbox key
Expecting mail? The coliving space is a home and you can use your address to receive mail or packages, make sure to include your apartment number!
When you arrive at the space, we can give you a mailbox key which opens your apartment’s mailbox. If you live in a shared apartment, ask your flatmates as you will be sharing 1 key. If you haven’t received one yet, contact the Support team. We will give you in the next few days.
If you lose this key, we will provide you with a new one. However, we will have to charge you a 2€ replacement fee for the lost key.