If you are locked out from a non-internet-connected device, the first thing you can try doing is performing a door update, to ensure the device has the latest information. You can find the steps in this article: How to perform a Door Update.
Please note that to assist with these situations, our devices have been designed to unlock using various types of credentials: the Latch App, a doorcode, a keycard, or a mechanical key (depending on the device). In addition to using one of these alternatives to unlock, we recommend taking these steps:
- Reach out to your Property Management directly for immediate assistance accessing your door. They may be able to help you with gaining access to your unit (if they have a key/keycard or through the daily doorcode option below), or perform troubleshooting steps in case the device is not responsive. Please know that for security purposes, Latch cannot provide you with access to your door directly.
- If you have access to another phone (such as a neighbor's), you can log into your Latch account from any iOS or Android device that can download the Latch App. Once you've viewed your codes, you can log out of the Latch App (just make sure the phone doesn't save your password and that you log out completely by going to the menu on the top left-hand side, then choose 'Settings,' then selecting 'Sign Out'). We recommend performing a password reset to ensure your account is logged out from all devices: Password Change and Password Reset.
- If borrowing someone else's iOS or Android device is not an option, your Property Management (or anyone who has resident access to your unit) can provide you with a daily doorcode via email if you can access your email. Similar to before, please be sure to log out of your e-mail and ensure your password is not saved on another user's phone if you borrow one.