YHA Explorer | Digital Wallet Keys FAQ

You can add your digital room key through the YHA Explorer app.

1. Open YHA Explorer.
2. Select your upcoming or current stay.
3. Follow the prompts to add your room key to Apple Wallet or Google Wallet.

Please note: You can add your key before arrival, but it will only become active once your check-in has been processed, your room or bed is ready and the permitted access time has been reached.

Apple Wallet

You will need a compatible iPhone or Apple Watch running a supported version of iOS or watchOS.

• NFC is built into compatible Apple devices and does not need to be manually switched on.
• Express Mode should be enabled in Apple Wallet if you want to use your key without unlocking your device.

Google Wallet

You will need a compatible Android device with:

• A supported Android version (generally Android 9 or later).
• NFC enabled in your phone's settings.
• A supported, up-to-date version of Google Wallet.
• Device unlock settings configured as required by your phone.

Please note: Meeting these requirements does not guarantee compatibility. Support can vary by device model, manufacturer and region.

Digital room keys are available across YHA properties in Australia through YHA Explorer, subject to your reservation, device compatibility and property facilities.

If a digital room key is available for your reservation and device, the option to add it to Wallet will appear in YHA Explorer. If you cannot see it, check that your stay appears in the app and that you have the latest app version.

Once your key is active, hold your compatible phone or watch near the door reader.

• Apple: With Express Mode enabled, you do not need to wake or unlock your device.
• Android: Your phone must be awake (screen lit up) and NFC must be enabled. Depending on your settings, you may also need to unlock your phone.

Your key will only become active once your check-in has been processed and your room or bed is ready for access. If you self check-in before arrival, this may remain pending until the permitted access time. YHA Explorer will notify you once your check-in is complete.

Your digital room key can access your allocated room and the same permitted property areas as a physical keycard. Depending on the property, these may include entrances, lifts, bathrooms and common areas.

We encourage guests to use digital room keys through YHA Explorer for a convenient stay and to help reduce plastic keycard use.

If you are unable to use a digital room key, our reception team can assist with a physical keycard. In some circumstances, both may be issued where required.

Yes, companions can have their own keys when they are added to the reservation. Each guest will need YHA Explorer on a compatible device.

Separate stays at the same property on different dates will have separate keys. Only the key for your current checked-in stay will be active. If you have booked multiple rooms for the same dates, you can have a key for your allocated room; other guests may have their own keys when added as companions.

1. Check that your current reservation appears in YHA Explorer. If it is missing, check that your Explorer account uses the same email address as your booking. Contact reception if you still cannot see it.
2. Check that the room key has been added to Apple Wallet or Google Wallet.
3. Make sure check-in has been completed and the key is active.
4. Check that your phone has sufficient battery and Flight Mode is off. On Android, make sure NFC is enabled.
5. Hold your device close to the door reader and try again.

If it still does not work, please contact us here.

Your key will no longer provide access once your reservation is checked out. If you use self check-out in YHA Explorer, your digital room key will be deactivated immediately.

Your room key is securely stored on your device using Apple's built-in security technology. Apple does not see which spaces you access or when you use your key.

When you add a room key to Apple Wallet on your iPhone, it can also be added to a compatible paired Apple Watch. Once added, hold your watch near the door reader to unlock it.

With Express Mode enabled, you do not need to wake or unlock your iPhone or Apple Watch. Simply hold it near the reader. If Express Mode is off, you may need to authenticate using Face ID, Touch ID or your passcode.

Open the Wallet app on your iPhone, select your room key and check the key settings for Express Mode. Turn it on if the option is available. Menu names may vary by device and software version.

On supported iPhone models, Power Reserve can allow an Express Mode room key to work for up to five hours after the phone needs charging. This depends on the device and its battery condition. If your key does not work, please visit reception.

Use Apple's Find My service to mark your device as lost and suspend cards and keys in Apple Wallet. Please also tell reception so our team can help secure your room access and provide an alternative key if needed. Apple lost-device instructions.

You can use your room key on one iPhone and one paired Apple Watch at a time. If you switch iPhones, you may need to add the key again through YHA Explorer.

Some Android devices, particularly those purchased in South Korea or China, may experience compatibility issues when adding or using a room key in Google Wallet. This may be related to regional restrictions, device settings or Google Wallet support. Not all devices from these regions are affected.

If you cannot add or use your key, please visit reception for assistance. A physical keycard can be provided if needed.

Open your phone's Settings, search for NFC and turn it on. The steps may differ depending on your device model and Android version.

This depends on your device. You may be able to adjust the Require device unlock for use setting in the room key settings within Google Wallet. Regardless of this setting, your Android device must be awake (screen lit up) and NFC must be enabled.

1. Update YHA Explorer and Google Wallet.
2. Check that NFC is enabled.
3. Make sure your reservation appears in YHA Explorer.
4. Check whether your device and region support Google Wallet room keys.

If you still cannot add your key, please visit reception, for a physical key.

Use Google's device-finding service to locate, secure or erase your phone. Please also notify reception so our team can help secure your room access and arrange another key if needed. Google lost-device instructions.