Using Apple and Google Wallet Keys with Duve (Assa Abloy Vostio Integration)

The Assa Abloy Wallet Integration allows guests to add their digital room keys directly to Apple Wallet or Google Wallet — creating a seamless, contactless experience from check-in to checkout.
With this integration, guests can skip reception, use their mobile device to unlock their room, and enjoy a fully digital stay.

This feature is available for properties using Assa Abloy’s Vostio V10 or Vconnect systems and enabled through Duve’s “Assa Abloy Wallet”..

Key Benefits

• Frictionless check-in: Guests can go straight to their room without needing a physical key.

• Contactless access: Works with Apple Wallet and Google Wallet for secure and instant entry.

• Automated credential management: Access is automatically updated if the guest’s room changes or stay is extended.

• Fully integrated in Duve’s guest journey: The “Add to Wallet” link is available through Duve messages, the guest app, and the digital spot.

• Secure and compliant: Built-in multi-factor authentication and automatic access revocation on checkout.

Limitations

• Each reservation can download Wallet passes up to the number of guests in the Reservation.

• Wallet keys cannot be reused across different stays.

• Custom graphics or design of the wallet pass must be managed directly between the hotel and Assa Abloy.

• In-app wallet provisioning is currently supported via browser only (not within the Duve native apps).

How the Guests Experience

Guest can see the Wallet Link in the Guest App

Guests receive an “Add key to wallet” link before arrival through:

• Pre-arrival scheduled messages

• The Communication Hub

• The Guest App quick action button

Guests can click this link from their mobile device to start the wallet setup process.

Secure Guest Authentication

Before Duve provisions a wallet key, the guest must confirm their identity. Duve sends a 6-digit one-time verification code to a contact on the reservation, and the key is created only after the guest enters that code correctly.

Choosing how the code is sent

The verification methods are set per connection, in the Wallet section of your Vostio connection page (Settings > Key Providers > your Vostio connection):

• Require verification before adding a key – the main toggle. When it is off, no code is requested.
• Receive the code by – tick the methods guests are allowed to use: Email, Text message (SMS), and WhatsApp. Email is always included and cannot be unticked, so a guest can never be locked out of the key.

• Default method – the method offered first on the guest screen. If you untick the method currently set as default, Duve moves the default to the next ticked method and tells you so.

  

Please note:

• Text message (SMS) can only be ticked if SMS billing is active on your account and your trial has not expired. Otherwise, the option is shown as inactive. SMS messages are billed to the property like any other Duve SMS.
• WhatsApp can only be ticked if your account has an active WhatsApp sender number and an approved OTP message template, in addition to active SMS billing. Otherwise, the option is shown as inactive.
• If a method is enabled but the guest has no matching contact details on the reservation, that method simply is not offered to that guest.

What the guest sees

1. On tapping Add to Apple Wallet / Add to Google Wallet, the guest reaches the Confirm your identity screen, which shows where the code will be sent in masked form (for example j•••@gmail.com or •••• 1234).
2. The guest taps Send Verification Code, enters the 6 digits, and taps Verify & Continue.
3. If more than one method is available, a Use another method link lets the guest switch between email, text message, and WhatsApp. A New code sent confirmation shows the new destination.
4. Resending: a new code can be requested 60 seconds after the previous one. Until then, the screen counts down (Resend code in 0:59).
5. Too many attempts: after 3 incorrect codes, verification is locked for 10 minutes before the guest can try again.

The verification email

The code email is branded rather than a plain code-only message, which improves both guest trust and inbox placement. It includes:

• A subject line in the form 123-456 is your [Brand / Hotel] room key verification code, and the brand or hotel name as the sender name.
• Your logo, a short explanation that the code is for adding the room key to Apple or Google Wallet, the code itself, an "ignore this email if you did not request it" note, a help line and a signature.
• Branding is taken in the order Brand > Hotel > Duve, so a brand's logo, sender name and signature are used when they exist. Where a brand has its own verified sending domain, the email is sent from that domain.
• Localization into all 31 Duve guest languages, including right-to-left languages.

The code is always sent to the guest's own verified email address on the reservation, never to an OTA relay address.

Text message and WhatsApp

When the guest chooses a phone-based method, the code is sent to the guest's own phone number on the reservation, shown masked on screen (for example •••• 1234). The code itself is not stored in the message history.

• Text message (SMS) is sent through your Duve SMS sender and billed to the property like any other Duve SMS.
• WhatsApp is sent from your account's WhatsApp number using your approved one-time-password template. If the template has no approved language, or the number is inactive, WhatsApp is not offered to the guest and the remaining methods are used instead.

If the guest has no contact details

If the reservation has no email address (or no phone number, when only a phone-based method is enabled), the guest sees a Contact Details Missing screen explaining why the detail is needed, and is asked to visit the front desk or call reception to add it and enable digital keys.

Adding the Key to Wallet

After verification, Duve detects the guest’s device type and provides the correct wallet format -

Apple Wallet flow:

Google Wallet flow: 

Automatic Credential Activation

Guests can add the Key to their wallet according to settings in the Key setup in Duve.
Once the guest checks in and the following conditions are met:

• The room is assigned

• The reservation status triggers key release

Duve automatically pushes the access credentials to the guest’s Wallet pass. When successful, the pass will become active and then can be used to unlock the room and assigned common doors.

Updates During the Stay

If a guest’s room changes or their stay is extended, Duve automatically sends updated credentials to the existing Wallet pass.
Guests do not need to re-add the pass or download it again.

Checkout and Revocation

When the guest's reservation status is changed to 'Checked-out', Duve automatically revokes access credentials:

• Apple Wallet: Pass is marked as Inactive

• Google Wallet: Pass is automatically removed

If needed, reception staff can manually revoke or refresh wallet keys directly from the Arrivals or Tasks pages.

Managing the Mobile Keys as a Host

Property staff can manage Wallet keys directly in Duve:

For customers using Opera Cloud/ OHIP PMS, they can set up an immediate trigger to update the reservation status to Duve. For more information, please see: Trigger Reservation Status update from OHIP to Duve

In case that the Wallet fails

If Wallet provisioning fails, the property should issue a standard RFID key card to the guest.
Duve automatically blocks updates to devices marked as lost or suspended, and wallet suspend/resume flows are handled by Apple and Google systems.

How to Set it Up?

FAQs

Q: Can both Apple and Android users use this feature?
Yes. This feature supports both Apple and Google Wallet.

Q: Is this feature automatically active for all customers?
No. It’s available only for accounts using Vostio V10 or Vconnect.

Q: Why does the guest need to contact Reception in order to update their email?

In order to maintain a secure keys, if the guest has not already updated an email within their Online Check-in

Q: Do guests need to complete online check-in before adding their key?
Yes. Guests must complete online check-in before they can add the key to their Wallet. Duve can not give an Apple Wallet pass unless the guest has a verified email on their reservation in Duve. 

Q: What happens if a guest loses their phone?
Access is automatically revoked by Apple or Google’s native wallet systems. Guests can reauthenticate and add the key again on a new device.