Please make sure the Aqua X is connected to a strong network signal first, as this could prevent the phone from unlocking!
You can unlock your resident's Aqua X by either heading to your resident's portal page to review the content and unlock their phone, or have the resident request a code from you to unlock their phone manually.
If you are not receiving the unlock code, or if the portal unlock is not working, please verify the following steps below.
Ensure your resident is following the below steps.
Connect to a strong internet signal.
Tap the three dots in the top right corner of their Aqua X lock screen.
Tap “Send Unlock Code” on the lock screen.
Give them the code that was sent via SMS to unlock the phone.
If needed, tap “Resend code” if a code is not appearing.
If a resident’s phone remains locked after a Nudity Prevention trigger, please contact our Customer Care team through your portal. We can unlock the device for you and help investigate what may have caused the issue.
Our team will guide you through the reset steps and get your resident's Aqua X ready to go!