Another guest from the Goki app might manually claim the wrong/someone else's reservation if they enter the wrong confirmation number, email, or credentials. It might cause the main/correct guest not to be able to search their reservation and can't see SmartKey in Goki App.
In this case, you can delete a mistaken guest from the reservation.
Open Reservation Drawer from the dashboard (Search for the reservation >> Click the confirmation number).
Click the Bin icon to delete the guest in the guest sections from the left corner.
Then the traveller will be able to claim a booking correctly by searching with confirmation number/email from Goki App.
Manual claim is possible even if reservation was auto-claimed by itself.