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Ways to unlock

Latch App

Tip: Hold the phone close to the black Latch Lens on the lock and it will automatically find and unlock the right door. For Android devices, this proximity unlocking feature is currently only supported on recommended Android phones.

 

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Alternatively, swipe left or right to select your door and tap the ring to unlock. Ensure your phone's Bluetooth is turned on.

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Doorcode

Tip: Find your doorcodes in the left menu of the Latch App.  

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Using doorcodes

Tip: Tap the center of the black Latch Lens on the lock and enter your doorcode.

 

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Latch Keycard

Tip: Tap the center of the black Latch Lens on the lock and present your Keycard. Learn more about getting and setting up a Latch Keycard.

 

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Mechanical Key

Tip: Contact your property management for more information about keys at your property.

 

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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 Note9
  • Samsung Galaxy Note8
  • Samsung Galaxy S7 / S7 Edge
  • Google Pixel 3 / 3XL
  • 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.

Setting up Latch Keycard

Latch Keycard is the first physical credential to work across any door in any building you have access to. It leverages a secure process -- similar to setting up a credit card, and is easy to setup and use. 

 

How do I get a Latch Keycard?

Contact your property manager for your building's policy on Keycard.

 

Can I have more than one Keycard?

You can only have one active keycard at any one time. However you can store as many as you want. You just need to deactivate your current keycard first, before activating another one.

 

Activating

  1. Go to keycard.latch.com
  2. Select 'Activate'
  3. Enter the serial number printed on the Keycard
  4. Enter your Latch email (that you login into the app with)
  5. Open your email and press 'activate'
  6. Follow the instructions to add Keycard to your doors. 

 

Deactivating

It's just as easy to deactivate your Latch Keycard if you think it's lost or stolen.

 

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.

 

How do I lock the Latch C?

Latch C

To lock Latch C, simply tap the center of the black circle to lock.

 

Latch M

Latch M automatically locks 10 seconds after unlocking

 

Latch R

Latch R automatically locks after 5 seconds or 10 seconds depending on how you have configured it.

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.

 

How do I setup the Latch iOS Widget?

The Latch iOS Widget allows you to unlock your doors straight from your lock screen without having to unlock your iPhone or open the Latch app. Please note, setting up the widget means you don't need to unlock your phone to unlock your doors. We recommend keeping the widget disabled if you are worried about how secure your phone is.

 

  1. Unlock your iPhone
  2. Swipe right to view your widgets
  3. Navigate to the bottom and tap 'Edit'
  4. Tap the 'Plus' icon next to the Latch app
  5. Tap 'Done'

 

How do I let a guest in?

Creating guests

 On iPhone

  1. Select 'Let Someone In' on the unlock screen
  2. Select which type of access to provide:

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  • Giving the Latch App (The Latch App is not supported on all smartphones. For peace of mind, check that your guest has a supported device)
    • Select the doors you want to provide access to.
    • Click ‘Next’.
    • Choose a starting time. You can select starting times up to 1 year in the future.
    • If you’d like to set a time to end access toggle the ‘Set end time’ button by clicking it.
    • Select an end time.
    • If you do not select an end time your guest will have permanent access until you revoke it.
    • Select ‘Next’
    • Enter your guests’ information- you can only send the Latch App via email.
    • Select ‘Next’
    • Review all the information to ensure it is correct.
    • Select Confirm and send.
    • If successful, you will receive a ‘Success’ message.

      Your guest will receive an email from no-reply@latch.com with their login details information.  Guests should set their password for their Latch account and then download the Latch App and sign in.  Once signed in, your guest will be able to use the Latch app the same way you do.

      Click here if your guest is not receiving the Latch App invitation email.
  • 15 Minutes and Single Day doorcodes: Access lasts a full calendar day from midnight to midnight (15 minute doorcodes expire 15 minutes after use). Can always be given remotely.
  • Permanent (only available for iOS Latch App versions below 1.15.1): Guest's doorcode lasts till you revoke it. You must be at your device to create a permanent code
    • If you created a permanent guest, you will need to update the device by tapping the blue 'Update Guests' button below each door you granted guest access to, while near it 

 

On Android

  1. Select 'Let Someone In' on the unlock screen
  2. Choose whether you want to give your visitor a single day doorcode, or the Latch App. The Latch App offers flexible access with custom start and end times:

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  • Giving the Latch App (The Latch App is not supported on all smartphones. For peace of mind, check that your guest has a supported device)
    • Select the doors you want to provide access to.
    • Click ‘Next’.
    • Choose a starting time. You can select starting times up to 1 year in the future.
    • If you’d like to set a time to end access toggle the ‘Set end time’ button by clicking it.
    • Select an end time.
    • If you do not select an end time your guest will have permanent access until you revoke it.
    • Select ‘Next’
    • Enter your guests’ information- you can only send the Latch App via email.
    • Select ‘Next’
    • Review all the information to ensure it is correct.
    • Select Confirm and send.
    • If successful, you will receive a ‘Success’ message.

      Your guest will receive an email from no-reply@latch.com with their login details information.  Guests should set their password for their Latch account and then download the Latch App and sign in.  Once signed in, your guest will be able to use the Latch app the same way you do.

      Click here if your guest is not receiving the Latch App invitation email.
  • Giving a Doorcode
    • Select whether to give access for today or tomorrow
    • Select which doors they should have access to by tapping the relevant circles
    • You can optionally toggle 'Self-destructs 15 minutes after use' if you would like the code to stop working, 15 minutes after your guest first uses it
    • Enter the name of your guest
    • On the finish screen you can see your guest's doorcode and an option to share it via any of your apps by tapping 'Send'

3. Tap the back arrow to return to the unlock screen

4. You can view your guests and their doorcodes by navigating to the left menu and tapping 'Manage Guests'

 

Deleting Guests

On iPhone

Important: Daily or 15 minute guest doorcodes cannot be deleted. They will expire at the end of the day.

Privacy: Extending the deadbolt on Latch M disables daily or 15 minute guest doorcodes from being used until it is retracted.

If you are managing a building, see how to remove permanent guests in Latch Manager

To delete a permanent guest:

  1. Select 'Manage Guests' in the left menu
  2. Select the door
  3. Select the guest you want to delete
  4. Revoke access 
  5. Update the device by tapping the blue 'Update Guests' button below each door you granted guest access to, while near it.

 

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On Android

  • If you gave your guest the Latch App:
    • Navigate to 'Manage Guests'
    • Select the guest you would like to revoke access from
    • Tap 'revoke'
    • Update the doors that the guest has access to
  • If you gave your guest a Doorcode
    • Doorcodes can not be revoked once generated. You can however enable privacy mode on your lock which causes the lock to reject all single day or 15 minute doorcodes while engaged.

 

Privacy: Extending the deadbolt on Latch M disables daily or 15 minute guest doorcodes from being used until it is retracted.

How to update your doors

 1. Press 'Menu'

 

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2. Press 'Locks'

 

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3. Left swipe on door you want to update

 

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4. Press 'Update'

 

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How long do batteries last?

Latch M

The Latch M is battery powered and won’t go down if your power goes out. Its 6 AA batteries will last for up to 12 months with normal usage, with battery alerts and our automatic low-power mode keeping you in the know.

Learn more about monitoring and replacing batteries.

 

Latch R

The Latch R is wired for power. Once it has been installed, you will not have to worry about battery life.

 

Do Latch devices take photos?

We designed Latch devices so you can easily and securely enter your space and share access with those you trust. For peace of mind, Latch devices have a camera on their exterior that takes photos in specific situations while preserving your privacy, so you can check who entered your space and when.

 

Latch devices only take photos:

  • At public doors in your building (ie. building entrance, gym, parking garage)
  • When a guest enters a public or private door
  • An unauthorized doorcode is entered 

Who can see the photos?

Only you, those you live with, and authorized building security personnel.

 

Latch devices never take photos:

  • When a resident enters a private residence
  • When a mechanical key is used 

Note: The camera is not capable of taking video.