All you need to know about your keys.
🔒 Locked out of a shared apartment
First, don’t panic! Before reaching out to the Urban Campus team please contact your flatmates or someone in the community so they 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.
Please note the different access rights in Mellado Coliving 🔐:
- For central apartments: every member of the community has access to central apartments from 7AM to 12AM. During all other hours, only people living in your apartment or on the same floor can open the door.
- For lateral apartments: only members who live in this floor can open the door.
🔐 Locked out of your room
You can open your room door with a mobile with the Digital Key in Salto KS App! Even if you don't have your mobile on you, use someone else's phone and your credentials on Salto KS App to open the doors!
Discover the Digital Key here!
If you are experiencing 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 Salto KS App 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.
🛠 Broken lock
If you cannot open because the lock is not working or broken, you consider it as an emergency, have a look here!
🔑 Key lost
Please send quickly an email to support@urbancampus.com or fill up the support form in the member area. 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 you key and cannot access your flat, 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!
We usually give a couple of keys to share in the flat. Please ask your flatmates to know where they keep it. If you need a new key, please write to support@urbancampus.com or fill up the support form in the member area. We would provide you with on in the next few days.