Get Started

Device Management

Here you can choose the properties where a Manager can see battery life and door updates, upgrade software, and install and uninstall devices. 

On a Manager’s contact card, you will see a section for ‘Device Management’. From there, you can select ‘Add Property’ to add a property to their device management permissions.

When viewing this property, you will see at a glance the number of total devices within the property that you are giving the Manager permissions to.

Upgrade software, view battery life, and perform door updates permissions come automatically when you add the manager to the property.  Install and Uninstall Devices permission is the only setting that can be toggled ON or OFF.

Remember, to uninstall a device, a Manager must be given key access for that device.

Key Management

Here you can choose the level of Key management permissions a Manager will have. 

On a Manager’s contact card you will see a section for ‘Key Management’.  From there, you can select ‘Add Property’ to add a property to that Manager's permissions.  When viewing this property, you will see at a glance the number of total keys within the property.

Permission Levels

You will then need to select the level of key management permission you would like to assign to the Manager:

Full Key Management:  Managers can create, edit, delete, give, and revoke all existing and future Keys.  This is the default permission level for all Portfolio Managers. This is the only permission level that allows for creating, editing, and deleting Keys. This permission also allows the Manager to view access logs.

Limited Key Management:  Managers can only give and revoke existing and future keys. No creating, editing, or deleting permissions. This permission also allows the Manager to view access logs.

Specific Key Management: Managers can only give and revoke specific Keys designated to the Manager. If Specific permission is selected, you will then be prompted to select the specific keys within a given property that the manager can give and revoke. This permission also allows the Manager to view access logs only for those specifically selected doors.

Note: Remember that Key management is not the same thing as Key access. If you would like to give Key access to a Manager, you will need to 'Add a Key' to that Manager.

Deliveries Key

You may also see a ‘Deliveries’ Key within your portfolio.  If you have this Key, your Portfolio Manager has opted in for automated deliveries with UPS and other national carriers.  This Key allows those logistics partners to seamlessly deliver packages into your property. The Deliveries Key is managed by Latch and cannot be edited or deleted by anyone, including Portfolio Managers.

 

Creating and Deleting Portfolio Managers and Property Managers

What is a Portfolio Manager?

A Portfolio Manager may create and delete Property Managers, and they may create and delete other Portfolio Managers. A Portfolio Manager may also create, edit, delete, give, and revoke access. A Portfolio Manager can see all of the properties and all of the Portfolio Managers and Property Managers within a given portfolio.

What is a Property Manager?

A Property Manager may have access management permissions such as the ability to create, edit, and delete access, in addition to making, giving, and revoking access, but unlike Portfolio Managers they cannot create and delete other managers. A Property Manager can see all of the properties for which they are a Property Manager in any given portfolio.

How to Create A Manager

To create a Portfolio Manager or Property Manager from directly within Latch Manager, navigate to the top right-hand side of the home page and select the ‘Manage Portfolio’ menu.  

From the ‘Manage Portfolio’ menu, you may select either the ‘Portfolio Managers’ or ‘Property Managers’ list. From there, you may select ‘Create New’ to create a contact card for your new Portfolio Manager or Property Manager.  Simply enter the person's First Name, Last Name, and Email Address, and select ‘Create’.

How to Delete A Manager

To delete a Manager from a portfolio, select the contact card you want to delete and scroll to the bottom.  Select ‘Delete’. 

Some things to keep in mind about Portfolio and Property Manager contact cards at this time:

  • Portfolio Managers cannot edit contact card profile information, such as First Name, Last Name, and Email Address, at this time. If you try to delete the contact card and re-create a new contact card using the same email address, then the old First Name and Last Name will still persist. If you would like to edit contact card profile information, you will need to contact Latch Customer Support to do so.
  • Portfolio Managers can delete themselves from a portfolio so long as they are not the last remaining Portfolio Manager.
  • The last remaining Portfolio Manager cannot be deleted. This is to ensure Latch always has at least one point of contact for a portfolio.

 

Getting Started

Creating a Latch Account 

Thank you for choosing Latch for your building - we're excited to get you started. The first step in using Latch is to get an account setup by one of our Latch Specialists. Contact us at support@latch.com to get going. If you live in a Latch building and are having trouble with your Latch account, contact your building management.

 

Adding and managing building staff

Building staff are able to use Latch Manager and Manager App in order to manage access and devices for a building. You can now create property staff directly within Latch Manager Web. 

Creating doors

We recommend adding all the door names in your property in advance of installing Latch devices. This means you can add people to the door in advance so that people have access as soon as a device is installed on that door. Once you've created the door names and added all the people, you can assign that door name to a Latch device during installation. Alternatively, you can create door names during installation using Manager App.

 

1. Create a door

  1. Navigate to the 'Doors' tab in Latch Manager
  2. Select 'Create Door'
  3. Name the door
  4. Select the door type
  5. Select 'Create' to finish creating the door
  6. You can now add people to this door

 

2. Assign the door name to a Latch device during installation

Once you have created the door, it needs to be assigned to a Latch device during installation using the Manager App. Once installation is complete, any people you have added to the door in advance will now have access. 

 

What is a 'Not Installed' door?

Once you have created a door, it needs to be assigned to a Latch device. This occurs during installation of the Latch device. Until then, the door will remain 'uninstalled'. You can still continue to add people to the door.

 

How to delete a door

 

 

 

Deleting a door

You can only delete a door if it hasn't been assigned to a Latch device yet and doesn't have any people added to it. If the door has already been assigned to a Latch device, you need to deactivate the Latch device first.

 

How to delete a door

  1. Ensure any Latch devices have been deactivated from the door
  2. Remove any people who have access to the door
  3. Navigate to the 'Doors' tab
  4. Select the door you want to delete
  5. Select 'Remove Door'

Making Keys

A Key is made by selecting one or more doors and the schedule they may be opened. A single Key may be given to one or more people, giving them access to all the Key's doors. You may also decide whether someone can share their Key with guests. When making access changes for a group of people, just change their Key and everyone with that Key will be updated.  

20180326__Making_Keys__support_image.png

 

How do I give someone a new Key without changing their door codes? 

If you revoke someone's Key, their door codes for that Key's doors will be permanently deleted. To avoid this, you must first give them the new Key with those same doors. For example, Tracy has Key A with Door 1 and Door 2. To move Tracy to Key B (also with Door 1 and Door 2), give Tracy Key B first and then revoke Key A. Their door codes will remain the same. 

 

Instructions

  1. Add the person to the new Key
  2. Remove them from the old Key

 

Strategies for setting up your Keys

Managing everyone is easier when you have the fewest number of Keys. 

 

Considerations

  • Which group of people may unlock the same set of doors during the same hours?
  • Which group of people may share the same set of doors? 

 

Example: Keys for a residential complex

1800 Main St is a property with 200 apartments and 20 amenities with different types of people who need access: 

  • Vendors that work only during business hours, may generally only access entrances, some amenities and all service areas. They must not be able to share their key with guests. 
  • Employees that only work during business hours but must access certain show apartments and the amenities and offices. Other employees, such as the maintenance team, must be able to access all entry doors, service spaces and amenities 24/7. Generally, employees shouldn't be able to share their key with guests.
  • Residents that must be able to access all entry doors and their apartment 24/7, but only access amenities during certain hours. Additionally, residents may have guests but must escort them to amenities. 

 

Keys:

  • Apartment Keys for each of the 200 units, such as "Unit 205C", given to each of their respective resident leaseholders with 'May share Key' turned on. 
  • "Amenities" Key with all amenity doors given to residents with 'May share Key' turned off
  • "Employee All Access 24/7" Key with all doors, except for occupied apartments, given to employees that need to access the entire building 24/7, with 'May share key' turned off.  
  • "Employee Business hours" Key with all doors, except occupied apartments, with door schedules set to 8:00 am to 6:00 pm and given with 'May share Key' turned off. 
  • "Residences" Key with all entry doors given to residents with 'May share Key' turned on. 
  • "Tour" Key with all unoccupied apartment doors, given to all employees when giving a tour with 'May share Key' turned on so they can demo functionality to prospective residents. 
  • "Vendors" Key with all the entrances, service spaces and amenities, each with 8:00 am to 6:00 pm door schedules and given with 'May share Key' turned off. 

 

Adding, removing, and editing people in Latch Manager

Whether it's adding or removing a resident, or editing the doors they should have access to, managing access for your building is simple, fast, and secure with Keys in Latch Manager. If you don't have access to Latch Manager, contact support@latch.com.

 

Creating someone

Follow the steps below to add someone to your property:

  1. Select the relevant property in the left menu
  2. Select 'People'
  3. Select 'Invite'
  4. Decide whether you want to give them the Latch App or a Daycode
  5. Fill out their contact details
  6. Add the Keys they need. Learn more about making Keys.
  7. Select a start time (if you select a future start date, the person will still receive their welcome email today so they can get acquainted with the Latch App)
  8. Optionally select an expiration
  9. At this point, the recipient will receive a welcome email with their app login details
  10. Review the door update tasks on the day that the access starts. What are door update tasks?
  11. Once the devices have been updated, the person will be able to access the doors by using their smartphone, doorcode, or Latch Keycard (Note: You need to independently setup Latch Keycard before using it)

 

Removing someone

  1. Navigate to 'People'
  2. Select the person you would like to remove
  3. Select 'Delete'
  4. Confirm that you would like to delete the person (note: this will also remove access for their permanent guests)
  5. Update the relevant doors. What are door update tasks?
  6. Once the devices have been updated, the person will no longer be able to access the doors

 

Editing someone's Keys 

  1. Navigate to 'People'
  2. Add, edit the expiration, or delete their Keys
  3. Review the door update tasks. What are door update tasks?
  4. Once the devices have been updated, the changes will become active

 

Schedules

When making a Key, you can set doors in that Key to be available on certain days at certain hours for anyone that you give that Key to. In one step, everyone gets the same schedule for the same doors.

 

Adding a schedule to a new Key

  1. Make a Key
  2. When selecting doors, select the days and time that you want that door to be openable
  3. Update the relevant doors if necessary

 

Editing a schedule

To change a schedule:

  1. Select the Key in the 'Keys' menu
  2. Select 'Doors'
  3. Edit the schedule for the relevant doors

 

I can't set a schedule for a door

If Schedules isn't available for a door, you may need to upgrade the firmware on the Latch. Contact support@latch.com for guidance.

 

Door updates

Doors without an internet connection require an update whenever you:

  1. Revoke someone's access
  2. Activate a Keycard 

Doors are automatically updated whenever someone unlocks a door for the first time with the app (during the “setting up” process). You may also intervene and update the doors yourself with the Latch apps:

 

Importing people from a CSV file

With Import, you can upload people all at once from a CSV, just follow these steps:

  1. Select 'Invite' in 'People'
  2. Select 'Latch App'
  3. Select 'Import CSV'
  4. Select 'Import'
  5. Download the CSV template to ensure your data is in the right format
  6. Choose your CSV file or drag a file into the browser window
  7. Select 'Import CSV'
  8. Review your data, if there are any issues, you can make the changes to your original CSV file and re-upload
  9. Select 'Add Contacts'
  10. Add the Keys you want them to have
  11. Optional: add a start time and expiration for your imported people
  12. Review and Send
  13. Once complete, all the people you added will receive the Latch welcome email with details on using the Latch app and Latch devices

 

Good to know

  • Your data must be in CSV form
  • Email addresses are treated as the primary identifier people in the Latch system. If you're adding someone with an email address that already has Latch account associated with it, doors will be added to the existing account.
  • If for some reason there are problems completing the import process, the same CSV may be uploaded again and the system will only import data that hasn’t already been processed.

What is the best way to issue keycards?

Latch Keycards work securely across all the doors someone can open and are unique only to them. Therefore, activating and deactivating them is similar to a credit card.   

Someone who will use the Latch app

  1. Create their access in Latch Manager. 
  2. Give them their Latch keycard. The card will prompt them to activate their keycard onlineAfter activating they must open any non-internet connected doors with the Latch app before their keycard will work. 

Please note: Their keycard must be activated before they open doors with the Latch app for the first time. If they've already used the Latch app to open their doors, they will be shown how to manually update their doors with the app. 

Someone who will not use the Latch app

  1. Create their access in Latch Manager.
  2. Give them their Latch keycard. The card will prompt them to activate their keycard online. After activating, they will be instructed to notify their property's management to update their doors. 
  3. Update any of their non-internet connected doors using the Latch Manager app (iOS). Their keycard will not open these doors until updated.  

Finding out if your residents have activated a Keycard or have the Latch app

With Latch Manager you can see if a resident has successfully logged into the app or activated a keycard, so you can rest assured they can get into the property. See Getting Started for more information on getting access to Latch Manager.

To see if a resident has logged into the app or activated a keycard follow these steps:

  1. Open Latch Manager 
  2. Select 'People'
  3. Select the user who's credentials you want to check
  4. Select 'Credentials'

 

How do I give Keycards to my residents?

Learn more.

Can I let guests and vendors in remotely with Latch Manager?

Yes. Latch Manager let's you send a Daycode to guests or vendors immediately for today, no matter where you are.

 

With Latch Manager

1. Select 'Invite'

2. Select 'Day code'

3. Enter the guest's contact details (note, you can only send a doorcode via email with Latch Manager. If you'd like to send a doorcode via text, use the Latch app)

4. Select the Keys they need (they will receive a unique code for each door)

5. Select whether you want to codes to start today or tomorrow

5. Choose if you want each code to self-destruct 15 minutes after they are first used

6. Send

7. Your guest will now receive an email with the doorcodes

 

With the Latch app

See how to let guests in.

 

If a Latch device loses power

Latch M and Latch C

Property power outages

Latch M and Latch C are both battery powered and will work as normal in the event of a property-wide power outage. Learn more about battery power.

 

Loss of power

If the Latch M or Latch C lose power, during battery replacement for example, it is important that they are immediately updated. Failing to update the device after power loss may cause disruption to guest access.

 

Latch R

Property power outages and loss of power

Latch R requires a constant power connection in order to work. In the event of power loss, due to a property-wide outage for example, it is important that it is immediately updated once power resumes. Failing to update the device after power loss may cause disruption to guest access and Schedules.

 

Fail-safe and fail-secure

It is important that the R is correctly wired and programmed in order to fail-safe (stay unlocked) or fail-secure (stay locked) in the event of power loss. Please consult your property installer for guidance.

Issues with unlocking

To troubleshoot an unlock issue, try the following.

 

Latch App

Check the following first:

  1. Ensure you're on the latest version of the app
  2. Device Bluetooth is turned on
  3. You are near the Latch device that you wish to unlock
  4. The correct Latch device has been selected
  5. You are unlocking a door within your designated schedule. Troubleshoot issues with schedules here.

If issues persist try the following:

  1. Turn Airplane mode on and off.
  2. Try your doorcode Where do I find my doorcode?
  3. Update the Latch device with the Latch App or Latch Manager App:

 

Latch Keycard and doorcodes

If doorcodes or Latch Keycard are not working it could be that the Latch Device is not up-to-date.

If unlocking issues persist, please contact support@latch.com.

 

 

 

Password Set & Reset Procedure

Latch App:

Resetting Password (If you are unable to log in) :

  1. Open the Latch App
  2. At the bottom of the Log In screen, select ‘I Forgot My Password’
  3. Enter the email registered with your Latch Account
  4. This will send a message including a temporary password to your Latch registered email
  5. Return to the Latch App
  6. Copy or enter this password into the password field (Note: the password is case sensitive)
  7. If unable to log in, please repeat this process
  8. Once logged in, you can change your password provided by Latch by following the Set Password procedure under ‘My Profile’ and selecting ‘Edit’


Setting a New Password

  1. Open the Latch App
  2. Select the ‘Settings’ Menu in the upper left
  3. Select ‘My Profile’
  4. In the password field under ‘My Account’, select ‘Edit’
  5. Enter your current password (if you’ve recently reset your password, this will be the temporary password provided by Latch)
  6. Enter your new password.  (Please ensure your password is at least 8 characters long, but no more than 1024 characters)
  7. Select ‘Done’
  8. You should then receive a confirmation message to your Latch registered email that your password has been reset


If you run into issues while resetting your password, or while attempting to log in, please reach out to our Support Team at support@latch.com


Latch Manager App / Latch Manager Web Tool:


Resetting and setting your password for both the Manager App and the Latch Manager Web tool follow the same process. If resetting or changing your password for either the Manager App, or the Latch Manager Web Tool, please follow the directions below.


Resetting Password (If you are unable to log in) :

  1. Open the Latch Manager Web Tool
  2. At the bottom of the Log In screen, select ‘Forgot Your Password?’
  3. Enter the email registered with your Latch Manager Account
  4. This will send a message including a password reset link to your Latch registered email
  5. Open Email
  6. Click the ‘Reset Password’ Link
  7. Enter your new password . (Please ensure your password is at least 8 characters long, but no more than 1024 characters )
  8. Select ‘Continue’
  9. You should then receive a success prompt
  10. Select ‘Great’
  11. You’ll then be redirected back to the Latch Manager Web Tool, where you should now be able to log in using your newly created password. You should now also be able to log in to the Latch Manager App using this same password

 Setting a new Password

  1. Log in to the Latch Manager Web Tool
  2. Select your name in the upper right
  3. Select ‘My Account’
  4. Select ‘Change Password’ under the ‘Password’ section
  5. Enter your current password
  6. Enter your new password
  7. Select ‘Change Password’
  8. You should then receive a confirmation message to your Latch Manager registered email that your password has been reset
  9. You should now be able to log in to both the Latch Manager Web Tool and the Latch Manager App using the new password

If you run into issues while resetting your password, or while attempting to log in, please reach out to our Support Team at support@latch.com



Changing batteries

The Latch M's 6 AA batteries should last 12 months under normal usage using 6 x AA Duracell non-rechargeable batteries. Managing them is simple. Just follow these steps.

 

Reading battery life

View device battery life using the Latch Manager or Manager App. 

Battery life is refreshed every time a device is updated. If a device hasn't been updated for a while, the reported battery life could be out-of-date. If a battery hasn't been read for more than a month, it'll be reported as 'unknown', and you'll need to update the device to get a reading.

 

What batteries do I buy?

  • 6 x AA non-rechargeable alkaline batteries
  • Never mix old and new batteries. If you're replacing batteries, replace ALL the batteries with new ones of the same brand. Mixing can cause battery failure.

 

Changing batteries

  1. Remove the Latch M's back cover
  2. Replace the 6 AA batteries with AA non-rechargeable alkaline batteries
  3. Important: Replace ALL 6 AA batteries with new batteries of the same brand. Mixing and matching new and old batteries can cause battery failure and reduced battery life
  4. Update the device (Important: failing to update the device after battery replacement can result in unreliable functionality). How do I update a device?

 

 

 

Turning on Two-Factor Authentication for Latch Manager

Two-Factor Authentication ensures that you're the only person who can access your account, even if someone knows your email and password. If you're a Portfolio Manager, you can also enforce Two-Factor Authentication for all Portfolio and Property Managers of your Portfolio to ensure everyone is protected.

 

Turning on Two-Factor Authentication for yourself

  1. Navigate to your name in the top right corner of Latch Manager
  2. Tap 'My Account'
  3. Tap 'Set Up' under 'Two-Factor Authentication'
  4. Enter the phone number to which you'd like us to send your authentication codes
  5. Enter the authentication code sent to your phone number

 

Turning on Two-Factor Authentication for your Portfolio

  1. First set up Two-Factor Authentication for yourself
  2. Navigate to 'My Account'
  3. Tap 'Security Settings' under 'Two-Factor Authentication'
  4. Turn on Two Factor Authentication for your Portfolio at the bottom of the page

Turning off Two-Factor Authentication

Turning off Two-Factor Authentication for yourself

  1. You will not be able to turn off Two-Factor Authentication for yourself if it has been enforced by your Portfolio Manager. 
  2. If Two-Factor Authentication is not enforced by your Portfolio Manager, navigate to your name in the top right corner of Latch Manager
  3. Tap 'My Account'
  4. Tap 'Security Settings' under 'Two-Factor Authentication'
  5. Tap 'Turn Off' 

 

Turning off Two-Factor Authentication for your Portfolio

  1. Navigate to your name in the top right corner of Latch Manager
  2. Tap 'My Account'
  3. Tap 'Security Settings' under 'Two-Factor Authentication'
  4. Tap 'Turn Off' at the bottom of the page

Troubleshooting Two-Factor Authentication

 

I cannot receive the authentication code

If you've turned on Two-Factor Authentication for yourself, or your Portfolio Manager has enforced it for all Portfolio and Property Managers in your Portfolio, you will need to enter an authentication code sent to your phone, every time you attempt to login to Latch Manager. If you have lost your phone, or your phone number has changed before you could change it in Latch Manager, contact us at support@latch.com for guidance on getting into your account.

 

I want to change the phone number used for Two-Factor Authentication

  1. Navigate to your name in the top right corner of Latch Manager
  2. Tap 'My Account'
  3. Tap 'Security Settings' under Two-Factor Authentication
  4. Tap 'Change phone number'
  5. Enter the authentication code sent to your existing phone number
  6. Enter your new phone number
  7. Enter the authentication code sent to your new phone number