GITBOOK-711: Improve Lockly guide

Author: dawnho

docs/device-and-system-integration-guides/lockly-locks/lockly-setup-guide.md

@@ -30,12 +30,9 @@ To use Seam with Lockly devices, ask the device owner to complete the steps belo
       * Property And Room (Read & Write)
       * Doorlock (Read & Write)
       * API EBadge Admin
-    * **Validity period:** Permanent\
-
+    * **Validity period:** Permanent\\
 
     <figure><img src="../../.gitbook/assets/lockly-access-portal-add-account.png" alt="Create a user account in the Lockly Access portal." width="563"><figcaption></figcaption></figure>
-
-
 4. Select **Confirm**.\
    LAP creates the new account and displays its credentials.\
    Make sure to record the **Client ID**, **Access Key ID**, **Access Key Secret**, **Token ID**, and **Token Secret**.
@@ -55,3 +52,63 @@ After setting up the Lockly Access Portal account and gathering the credentials,
 2. Confirm the connection.
 
 ***
+
+## Troubleshooting
+
+### Devices not showing up after connecting account
+
+If you've successfully connected your Lockly account to Seam but your devices are not appearing, follow these steps:
+
+#### **1. Verify "Sync with LocklyOS" is enabled**
+
+For each lock that's not showing up:
+
+1. Open the Lockly mobile app
+2. Navigate to the lock's card
+3. Select **Settings** in the lower-right corner
+4. Ensure **Sync with LocklyOS** is turned **ON**
+5. Wait 2-3 minutes for the sync to complete
+
+#### **2. Check your subscription status**
+
+1. Log in to the [Lockly Access Portal](https://access.lockly.com)
+2. Navigate to **Account → Subscription** (or similar billing section)
+3. Verify that:
+   * Your subscription is active and paid
+   * The subscription includes API access
+   * Your payment method is valid and up to date
+
+#### **3. Verify API access is enabled**
+
+Ensure you've received confirmation from Lockly support that API access has been enabled for your LAP account. If you haven't heard back:
+
+1. Check your email (including spam folder) for a response from [support@lockly.com](mailto:support@lockly.com)
+2. If no response within 24-48 hours, send a follow-up email.
+
+#### **4. Confirm user permissions**
+
+Double-check that your programmatic access user has the correct permissions:
+
+1. In LAP, go to **Account → User Management**
+2. Find your Seam integration user
+3. Verify it has all required roles:
+   * `Property And Room (Read & Write)`
+   * `Doorlock (Read & Write)`
+   * `API EBadge Admin`
+4. Ensure the correct properties are selected
+
+### **Still not working?**
+
+If you've completed all the steps above and devices still aren't showing up, contact Lockly support for assistance:
+
+**Email:** [support@lockly.com](mailto:support@lockly.com)
+
+**Include the following information:**
+
+* Your Lockly Access Portal account email
+* The Client ID you're using for the integration
+* A description of the issue (devices not appearing in Seam)
+* Confirmation that Sync with LocklyOS is enabled and subscription is active
+
+Lockly support can investigate account-specific issues and ensure your API access is properly configured.
+