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I cannot find the Android App

To ensure that your experience with the Latch App is secure and reliable, we test all devices before allowing them to run Latch App. If you don't see Latch app in the Google Play store, we may not have verified that your device works with Latch yet.

See our list of Supported Devices for more information.

To request your device, contact us at support@latch.com.

 

Supported devices

To ensure that your experience with the Latch App is secure and reliable, we test all devices before allowing them to run Latch App or Manager App. If you don't see the Latch app in the Google Play store, or you encounter reduced functionality on iPhones or iPod Touches, the device may not have been verified to work with Latch yet.

Latch App is available on both iOS and Android

Manager App is only available on iOS.

Contact us at support@latch.com if you'd like to request your device.

 

Recommended Android devices

Latch App is recommended on the following Android devices running Android 6 (Marshmallow) and higher:

  • Samsung Galaxy S9 / S9+
  • Samsung Galaxy S8 / S8+
  • Samsung Galaxy Note8
  • Samsung Galaxy S7 / S7 Edge
  • Google Pixel 2 / 2 XL
  • Google Pixel / XL
  • Huawei Nexus 6P
  • LG Nexus 5X

 

Supported iOS devices

Latch App and Manager App currently works on the following iOS devices running iOS 8 and higher:

  • iPhone 8
  • iPhone 8 Plus
  • iPhone 7
  • iPhone 7 Plus
  • iPhone 6S
  • iPhone 6S Plus
  • iPhone 6
  • iPhone 6 Plus
  • iPhone 5S
  • iPhone SE
  • iPod Touch 6th Gen

 

Note on iPhone 5C and below (32-bit devices)

To maintain the reliability and security of the Latch app, we no longer support iPhone 5C and below due to Apple's deprecation of 32-bit devices.

 

If your Latch Keycard is lost or stolen

If you've lost your Latch Keycard or you think it might be stolen, the following steps will help:

  1. Go to keycard.latch.com
  2. Select 'Deactivate'
  3. Enter your Latch email address (that you use to login to the app)
  4. Check your email and confirm the deactivation
  5. Your property management will be informed to update your device to ensure the Keycard no longer works

If you need a new Keycard, contact your property management and activate it with the following steps.

I'm having trouble entering Doorcodes

I'm getting the flashing lights after entering the Doorcode

If the Latch device's numeric LEDs flash after you enter the Doorcode, it means that the Doorcode is not valid for that Latch device. Try one of the following:

1. Ensure your are entering the correct Doorcode. Check your app under My Doorcodes or if you received a Doorcode from your host, check the Latch email or text that was sent to you

2. Enter each subsequent digit within five seconds. The Latch device will timeout and erase your entry if you do not enter a digit after five seconds. This is to ensure that if you get one wrong, you can try again. Tap the digit with the pad of your finger to ensure the Latch Lens registers your finger. Sometimes small fingers or the tip of your fingers do not register on the Latch Lens

4. Ensure one of the circular status LEDs light up every time you input a digit. If a status LED does not light up after you input a digit, it means your finger was not detected. After entering all seven digits, the circular status LEDs should make a full circle

5. Update the Latch device

 

The numeric LEDs are not lighting up when I touch the Latch Lens

1. Ensure you are tapping the center of the Latch Lens to wake it up

2. Tap with the pad of your finger to ensure the Latch Lens registers your finger. Sometimes small fingers or the tip of your fingers do not register on the Latch Lens

3. Power reset the Latch device by removing the batteries or in the case of Latch R, resetting the power to the Latch R

 

 

 

I'm not receiving Latch emails

Latch sends emails to you to let you know about important things like setting up your Latch account, new accesses given to you, reset password links, and more. If you are not receiving these emails, it may be for one of the following reasons:

 

1. Your email provider is taking longer than expected to refresh your inbox

If this is the case, wait a few minutes and refresh your email inbox

 

2. You are using a company email with a firewall

If you have a company email, there could be a firewall that has been setup by your company's IT department to block out third party emails. We recommend contacting your company's IT department to whitelist no-reply@latch.com. Alternatively, ask your property manager or host to use your personal email address instead to give you access.

 

3. Latch emails are going to your spam folder

Your email client may be accidentally sending Latch emails to the spam folder. Check your spam folder and check your email provider's instructions on how to prevent email addresses from going to the spam folder.

I can’t find the Latch App in the App Store

If you are an Android user and cannot find the Latch App in the Google Play store, please review our list of Supported Devices to make sure your device is included. 

If the Latch App is not available in your country’s App Store, you’ll need to switch to the US App Store to download the Latch App. Follow the instructions below to switch to the US App Store:

  1. Go to Settings
  2. Select iTunes & App Store
  3. Select Apple ID (at the very top of the screen)
  4. Authenticate w/ password or Touch ID, if required
  5. Select Country/Region
  6. Select Change Country or Region
  7. Select United States
  8. Select Agree to consent to the terms and conditions
  9. Enter payment details
    1. If you do not have a US credit card choose “None”
  10. Enter billing address
    1. Enter any address in the US
  11. Select Next

What if my Latch C jams?

What happens during a Jam?

If the Latch C detects a jam, it will retract and extend a further three times before stopping as far as it can go. Simply unlock to retract the deadbolt again.

 

Ensure you have pulled the door all the way closed

Some misaligned doors require you to apply a pull force on the door while locking to ensure the deadbolt is aligned with the frame.

 

Check your door alignment

It's important that the Latch deadbolt lines up with your door frame so that there is as little friction on the bolt as it drives. If you feel that there is resistance, contact your property management for guidance.

 

 

I cannot login to the app

Check your login details

When your property management adds you to a door, you will receive a Latch Welcome email, which includes your login credentials (email & password) and a link to the app. 

 

Further troubleshooting

  • Check you have downloaded the correct app, we have two - Latch App (iOS and Android) and Latch Manager App (iOS)
  • If you haven't received login information for Manager App or your login information is not working, contact Latch for permission
  • Double check your password - it is case sensitive
  • If you forgot your password, select 'I forgot my password' on the login screen
  • If the problem persists and you are trying to unlock a door, learn more about the other ways to unlock.

 

Doorcodes not working

To troubleshoot a doorcode issue, perform a manual update in the Latch or Latch Manager App while physically at the Latch device.

 

Latch App:

  1. Select the Settings Menu in the upper left
  2. Choose "Locks"
  3. Swipe left on the corresponding door name
  4. Select 'Update'

 

Latch Manager App:

  1. Select the corresponding building
  2. Select the corresponding door / lock name
  3. Select 'Update'

 

Permanent guest doorcodes

When adding a permanent guest doorcode, a manual update to the device is required if it is not connected to the internet. Learn more about adding permanent guests.

 

If doorcode issue persists, please contact support@latch.com.