Contact Sales

Inviting Users, Editing Access (Assigning or Revoking Keys), and Removing Users

Whether it's adding or removing a resident or editing the doors they have access to, managing access for your building is simple, fast, and secure with Latch Mission Control. To grant, revoke, or edit access, you'll need Key Management permissions (detailed here). If you don't have the necessary permissions, contact a Portfolio Manager and request they add Key Management permissions to your account. 

Inviting someone and granting access 

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 daily doorcode.
  5. Fill out their contact details.
  6. Add the Keys they need. Learn more about making Keys.
  7. Select whether this user is a Resident, and whether they should have the ability to share the key (see this article on Restricting features: May Share Key and Doorcodes for additional details).
  8. 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).
  9. We recommend you select an expiration date for the person's access. This ensures that their access is automatically removed on the correct day, such as when their lease expires.
  10. At this point, the recipient will receive a welcome email with their app login details.
  11. Review the door update tasks on the day that the access starts (a door update is needed on any non-internet-connected door before the access will be added to the device. This will occur the first time a user performs an unlock using the Latch App.).
  12. 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 set up a Latch Keycard before using it). 

Editing someone's access

  1. Navigate to 'People.'
  2. Add, edit the expiration, or delete their Keys.
  3. Review the door update tasks (a door update is needed on any non-internet-connected door before the access will be removed from the device).
  4. Once the devices have been updated, the changes will become active.

Revoking someone's access

  1. Navigate to 'People.'
  2. Select the person whose access you want to revoke.
  3. Select ‘Keys’ tab under their name.
  4. Click “Revoke All Keys” at the bottom.
  5. Confirm that you want to revoke their access. Note that this will also revoke any guest access this user has granted.
  6. Update the relevant doors (a door update is needed on any non-internet-connected door before the access will be removed from the device).
  7. Once the devices have been updated, the person and their guests will no longer be able to access the doors.

NOTE: Even after revoking a person’s access, you will still be able to see them in the ‘People’ page if you have “Show Expired Users” selected. You can always grant access again at a later time.

Deleting a user

  1. Navigate to 'People.'
  2. Select the person you would like to remove.
  3. Select 'Delete Person.'
  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 (a door update is needed on any non-internet-connected door before the access will be removed from the device).
  6. Once the devices have been updated, the person and their guests will no longer be able to access the doors.

NOTE: After deleting a person, you will no longer be able to see them in the ‘People’ page. If you'd like to re-grant access, you'll need to send a new invitation. Their past activity will still be accessible via the Activity tab.

Bulk Inviting or Editing People via CSV File

With Import, you can upload people all at once from a CSV file, 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.

Notes on CSV Uploads:

  • Your data must be in CSV file format.
  • 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 file may be uploaded again and the system will only import data that hasn’t already been processed.

Setting the correct Resident Status

In order to ensure residents’ privacy at their apartment doors, Latch Mission Control requires property managers to assign resident status to a key holder when adding a key to their account. For any key that a user is not a resident, Mission Control will designate them as a non-resident. We also note that regardless of resident status, activity by accounts with property management permissions will be visible at all residence doors.

Invite.png

May Share Key

Regardless of a user’s type (resident or not), a property manager can also determine whether that user can share their keys with guests or services of their own. 

Privacy

If a user is designated non-resident for a key, their logs on private doors contained within that key will be visible in Mission Control. This designation has no impact on public doors which default to making logs visible. To comply with Latch’s Terms of Service, Latch’s Privacy Policy, and any applicable laws and regulations, please ensure that all of your residents are assigned accordingly for their residence/private doors.

Editing a User Type

If a user’s role to a specific key changes, managers can select this individual within the ‘People’ tab, and edit their role by selecting any of their keys, and pressing edit. To ensure residents’ privacy, Managers should ensure their residents’ roles for their private doors are always set to 'resident.'

Key.png

 

 

Reviewing users to ensure they have the correct resident status

Any user with access granted via Latch Mission Control before January 25, 2023 has been migrated to either resident or non-resident status. We recommend that you review your users, particularly members of your property management staff and residents, to ensure each account has the appropriate resident or non-resident designation. For information on the use of Resident status please read this article

Additionally, this is a great opportunity to review which users have access to your property currently and ensure that only the right managers, residents, and guests currently have access.

Viewing Resident Status

To help your team easily review current resident or non-resident designations, and correct any as needed, we have added the resident status to our Reporting and Auditing Platform

You can find reports for your property by navigating to ‘Manage Settings' and selecting ‘Reports’ from the drop-down menu. We recommend exporting the 'Assigned Access' report so that you can quickly review resident statuses for accuracy. In order to edit these users, navigate to their profile, then choose each key, select 'Edit' and uncheck 'Resident.' 

Latch Keycards

Activating Latch Keycards for Your Residents

You can activate and deactivate Keycards in Latch Mission Control on behalf of your residents. Residents can also activate their own Keycard through keycard.latch.com. 

Activating and deactivating a Keycard on behalf of your residents

  • Within Latch Mission Control, you can activate or deactivate a Keycard for a resident by navigating to that person's detail page, and tapping 'Activate' or 'Deactivate'.
  • Once you have activated or deactivated a Keycard, an email will be sent to the user letting them know that a Keycard has been activated or deactivated on their behalf.
  • When you activate or deactivate a Keycard, you will need to update any doors that are not internet connected to ensure that Keycard has been added or removed.

For security reasons, if a user has access to Latch properties that are outside of your portfolio, then you will not be allowed to activate or deactivate their Keycard on their behalf. The user will then have to self-activate or deactivate as outlined below.

Resident self-activation and self-deactivation of Keycards

If you'd rather your residents manage their Keycard themselves or if a resident has access to Latch devices in a property that is not in your portfolio, then they can activate and deactivate their Keycard themselves at keycard.latch.com:

  1. Create their access in Latch Mission Control. 
  2. Give them their Latch keycard. The card will prompt them to activate their keycard online. After 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.

What does 'Activation/Deactivation Pending' mean?

When you activate or deactivate a Keycard, the doors that the keycard user did have or will have access to need to be updated to ensure the Keycard is added or removed accordingly. For internet-connected doors, this happens automatically. For non-internet connected doors, you will need to update those doors using the Latch App or Manager App.

  • 'Pending' means that some doors have not been updated yet to reflect the changes you made to someone's Keycard

 

Confirming if your residents have activated the Latch App or have a keycard assigned

With Latch Mission Control you can see if a resident has successfully logged into the app or has an activated Keycard, so you can rest assured they can get into the property.  

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

  1. Open Latch Mission Control
  2. Select 'People'
  3. Select the user whose credentials you want to check
  4. View the status of their credentials under 'Latch App' and 'Keycard'

Self Guided Tour Integrations - Tour 24

Overview

Latch has preferred partners in the self guided tour space. Tour24 integrates fully with Latch in order to provide tours for leasing that are fully self-guided. These tours can be enabled for a model unit or all vacant units. In order to begin integrating your property or properties with Tour24, please contact Tour24 at sales@tour24now.com.

Screenshot_2022-12-01_at_10.41.09_PM.png

Integration Overview

When Tour24 creates a tour, they are able to use an integration with Latch in order to provide access. This application works for all devices enabled for Tour24 including Latch C1, C2, M, R and T. The prospect is provided with an embedded link in the Tour24 app that provides a single doorcode for all connected doors (i.e. ethernet/wifi/hub), and a single daily doorcode for each individual un-connected door at the property. In most cases this means that all communal doors have a single code for exactly the length of the tour, and each unit provides a daily doorcode that is only visible during the duration of the tour.

Integration Set Up

Once integration and terms have been agreed upon with Tour24, they will walk you through the set up of the integration. Once ready, they will let you know to email Latch with the names of the Keys that are to be allowlisted by Latch. Once complete, and confirmation from Latch is sent, your integration will be live and operational.