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Can I change my Doorcode?

Doorcodes are unique and created directly by Latch. When a Doorcode is assigned to you in the Latch App, you are the only one who is given this specific doorcode.

If you would like to change your Doorcodes, please reach out to your property management team or host and ask them to revoke all of your current access and then re-grant it, as this will generate a new Doorcode(s) for your account.

Please note that to ensure that the prior Doorcode(s) is no longer valid on any non-internet connected Latch devices (such as the one on an apartment unit door), a door update must be performed once you are re-invited to access your doors with the Latch App.

 

Log In Issues and Password Reset

I can't remember my password or the invitation link has expired

If you're having trouble logging in to the Latch App or your invitation link has expired, we recommend performing a password reset using the following steps. 

  1. Download then open the Latch App (download links: iOS, Android)
  2. At the bottom of the Log In screen, select ‘Forgot password’
  3. Enter the email registered with your Latch Account (please make sure to use all lowercase letters)
  4. This will send a message with a link to reset your password to your Latch registered email. Follow the prompts to create a password
  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 if necessary by following the steps outlined above.

I’m seeing an 'Email does not match any enterprise directory’ Error When Logging In

When attempting to log in or reset your password, if you see an error message reading ‘Email does not match any enterprise directory’ it’s likely you’ve accidentally selected ‘Sign in via SSO' (Single Sign On). 

To log in, press ‘Cancel’ and return to the sign-in screen. From there you may either input your Latch Account e-mail address and password and select ‘Sign In’ or choose ‘Forgot Password’ to initiate a password reset.

If you have any additional questions or issues logging in, please contact your property manager.


I'm seeing a 'We’ve Encountered an Issue' Alert During SSO Login

If you see the “We’ve encountered an issue” alert while trying to log into the Latch App using Single Sign-On (SSO), we recommend checking for a time mismatch between your mobile device and the global standard using the following steps:

1. Verify Your Device’s Time
Ensure your device’s time aligns with the official world clock. If you notice a significant difference, it’s time to adjust.

2. Sync Your Device Time
  • For Android devices: Navigate to Settings > System > Date & Time and activate “Automatic date & time.”
  • For iOS devices: Go to Settings > General > Date & Time and toggle on “Set Automatically.”
3. Reattempt SSO Login
With your device’s time synchronized, head back to the Latch App and try the SSO login process again.

If you have any additional questions or issues after following these steps, please contact your property manager.

 

I'm not receiving Latch emails

Latch sends emails to you to let you know about important items such as creating 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 inbox may be full or needs to be refreshed

We recommend deleting a few emails to ensure you have space to receive new ones. Once complete, you'll want to 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 set up 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. We recommend adding no-reply@latch.com to your safe sender's list/email contact list and attempting a password reset.

 

I'm having issues unlocking my door or seeing a Bluetooth Error

Please note, if you're currently unable to access your space and in need of immediate assistance, please contact your property manager.

I'm seeing a Bluetooth Error

If you're having trouble performing an unlock or are seeing a Bluetooth error when attempting an unlock with the Latch App, please attempt the below troubleshooting steps below to see if they resolve the issue:

  1. Delete the Latch App from your phone.
  2. Power down your phone for 30-40 seconds (This will clear the iOS device's Bluetooth cache, please see instructions below for Android phones).
  3. Restart your device and re-download the latest versions of the Latch app from the App Store or Google Play Store.
  4. Login to the Latch App.
  5. Ensure your phone's Bluetooth and the Latch App Bluetooth settings are both on.
  6. Attempt a manual update with the Latch App followed by a Latch App unlock again. (We recommend selecting the blue 'Unlock' option next to the door name as well as presenting the phone near the black lens to automatically find and unlock the right Door to ensure both methods are functioning as intended)

Note: To clear the Bluetooth cache on most Android phones, please use the steps below (keep in mind your phone may vary with the specific directions):

  1. Navigate to 'Settings' on your Android device.
  2. Select 'Application Manager.'
  3. Click the 3 dots in the top right corner and select 'All System Apps.'
  4. Scroll and tap on the Bluetooth app.
  5. Stop your device's Bluetooth app by tapping 'Force Stop.'
  6. Next, tap 'Clear Cache.'
  7. Restart your device.

If you’re still unable to unlock your door with the Latch App, please attempt an unlock using one of the other unlock methods, such as a doorcode or keycard.

If these steps do not resolve the issue, we recommend contacting your property management team. Please include the specifics around the issue you are facing (any error messages or device behavior being seen, etc) to troubleshoot the issue further.

I'm getting an 'Out of Schedule' Error in the Latch App

What's a Schedule?

Property managers have the ability to set specific schedules when you can and cannot open certain doors (for example - the gym or rooftop).

Out of Schedule

If you're getting an 'Out of Schedule' error message on the Latch App when you shouldn't be, the Latch device may have the wrong time on it. This can occur if the property has lost power. To fix this, we recommend performing a manual door update on the Latch Device

I don't see doors or am missing doors in my Latch App

If you are not seeing your doors listed in the My Doors/My Spaces section of the Latch App, we recommend verifying the following:

  • You are signing into the Latch App using the correct email address that is associated with your Latch account. For users with multiple email addresses, please ensure the email address you received the initial Latch invitation with is the email address being used to sign in.
  • Your access start date has begun. For users that have recently been provided with Latch App access, please ensure that the Start Time set up by your property management team or host has begun. Once your access time begins, you will see each door you have access to appear in the Latch App.
  • If you have verified the above steps and still don't see any doors listed, your access may have expired. In such cases, we recommend reaching out to your property management team or host for them to verify you have current access, as Latch does not create or make changes to user access. 

For further questions, please reach out to your property manager.