What Do I Do If I Lose My Keys?

Modified on Wed, 20 Dec 2023 at 07:19 PM

Losing your keys can be a stressful experience, but don't worry, we're here to help. 


If you find yourself in this situation, please create a Help Request through our Member's Portal or your Habyt App. You can use the Category “Keys” under “General Enquiries” and Subcategory “Lost Keys”.


We will need the following information:

  • Your apartment and room numbers
  • Which key(s) you lost (building, flat, room, mailbox, etc.)


If you lose your Salto/Kiwi fob or digital key, we will create a new one for you and assign the doors you need. All accesses in the previous fob will be deleted so it can no longer be used. A new fob will be charged to your account.


If you lose the key to the building or the flat and this is a regular key, we will make a copy for you. In that case, we kindly ask you to provide a picture of your flatmate's key for reference. Making the copy can take several days, depending on whether it’s part of a security locking system and what security and insurance policies come with this particular key. It might be the case that the entire lock and all flatmates' keys need to be changed as well for security reasons. Until a copy is made, please coordinate with your flatmates on how to enter the flat.


If you lose the key to your room, please send us a picture of the lock to check the type of key and provide you with the next steps.


If you called a locksmith and the lock got changed, please inform us immediately and provide us with at least two copies of the new keys.


⚠️ Please note that in all cases, the expenses for the measures taken will be covered by you. If you want to learn more about the fees involved in lost or damaged keys, you can check the Annex “Fee Catalog” on your Rental Agreement.


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