This article is for if you are having difficulty opening your front door:
Technical problem with my door
Your apartment door may be equipped with a special lock, or it may be subject to natural wear and tear over time, requiring special handling to open. For more information on how to open your apartment door, we recommend that you check the modalities to access the apartment (available on the Joivy App, in the "Access and utilities" section, then "Access details").
If you find you have a recurring problem, please send an email to our customer support team via support.france@joivy.com
If you have encountered an issue outside of our opening hours, you can consult our Emergency Help Centre.
I have lost the keys to my apartment:
For the quickest way to access your apartment, please contact one of your flatmates.
If you have lost your keys during our opening hours, (Monday to Friday, from 9:00am to 6:00pm), you can get in touch with our customer support team and follow one of the following options :
Option 1: We can make a copy of the keys for you and make them available as soon as possible. The average length of time it would take to make a copy is 48 hours, but this could take significantly longer if there are specialised keys to copy. Once the copies have been made, we will make them available at our agency. You will be charged the price indicated on your inventory for the copying of these keys.
Option 2: We can lend you the agency set of keys for a period of 48 hours, in which time you can make a set of copies at a key cutter's shop. This should allow for you to pay less to complete the copies, and to do them in less time.
Option 3: You can borrow the set of keys of one of your flatmates and make the copies yourself. This is will be the most time-efficient option.
If you are the only tenant present in the apartment and you find yourself shut outside :
Option 1: You can wait until our office opens to be lent a set of keys to make the copies
Option 2: Contact our on-call service who will contract a locksmith to come to the apartment. The cost for opening the door will be charged to you. If the locksmith needs to replace the lock, the fabrication of the new keys for this lock will also be charged to you. If you are looking to change the lock, you must first contact our services as the financial cost can be very large.
I have broken the key in the lock of my door:
If this happens during our opening hours, (Monday to Friday, from 9:00am to 6:00pm) please contact our customer support team via support.france@joivy.com to find out what steps to take
If our agency is closed, follow the advice in our Emergency Help Centre