Enhanced User Key Sync Functionality

The Enhanced User Key Sync Functionality (Staff Re-Sync) gives authorized building staff a quick troubleshooting tool to manually re-sync digital keys for residents, staff, and visitors using the Carson platform (Web Admin or Mobile App). This helps resolve common access issues without contacting Carson Support—when the issue falls within supported conditions.

This feature resolves common “locked-out” scenarios that previously required back-end intervention and ensures parity across all supported access control systems (Salto, Dormakaba, Brivo, etc.).

Sync works with any integrated system that Carson currently supports.

If you’re unsure which access control system(s) your building integrates with through the Carson app, please contact [e-mail].

Click here for a guide to using the sync from the web admin. 

Click here for a guide to using the sync from the Staff mobile app.

When do we resync users with access control systems? 

Resync is needed when users experience access issues, such as:

• “Digital Key Not Available” message under the intended door

*Common with DormaKaba and Lyazon systems.

• ‘Unlock Door’ button is greyed out 

 Usually happens with Brivo doors.

• User cannot open the intended door

This is the first troubleshooting step. Most commonly used for DormaKaba. Also first used for Salto and Brivo.

Who Can Use This Feature?

Only specific staff roles can perform sync actions. See the table below.

✓ Feature is enabled for the user.

✓* Feature may be enabled by the Property Manager.

To see all the different permissions available across all Carson features, click here.

How to update permissions for Superintendent and Concierge roles

Step 1

Select a Building

• Log in to the Carson Web Admin
• Navigate to the Buildings section.

• Click on the building where the staff member is assigned.

Step 2

Go to the Staff Tab

• Within the selected building, open the Staff tab.

• Locate the staff member whose permissions you want to update.
• Click on their name to open Staff Details.

Step 3

Manage Roles

• In the Staff Details view, click on the Manage Roles tab.

• Toggle ON the permission labeled “Allow Perform Sync”.