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Can I revoke temporary doorcodes?

No, a 24-hour doorcode cannot be revoked once it has been shared shared. If you do not want to share a temporary doorcode, you can share access by inviting guests to download the Latch App. 



Can I request to see the data that Latch collects about my access history, or delete my data?

You can easily see a copy of the personal information we have collected as well as the categories of information that we have shared with our service providers. You can also request us to delete your personal information.

 

Email support@latch.com with your name and Latch account email or call us on our toll-free telephone line: 1-877-890-2221 (operates on East Coast business hours) and we will process your request.

 

When we delete your personal information, we will not be able to delete all of your personal information right away for security, debugging, and legal and compliance reasons. We may also be unable to fulfill your request if doing so would interfere with a law enforcement request, inhibit a fraud investigation, or jeopardise the security of other users. You may designate an authorized agent to make requests on your behalf. To do so, we will request a signed letter from you verifying who your designated authorized agent is as well as government ID proving the identity of your authorized agent. 

 

Your personal information is highly sensitive so to carry out a download or deletion, we’ll need to verify your identity by asking you to provide a few pieces of information such as your Latch account contact information, government ID, a verification code, or further identifying information. If we are unable to verify your identity, we may not be able to complete your request. 

 

When you request your information to be deleted, you’ll also need to first ensure that you don’t have any active access to a space as we don’t want to accidentally stop your access to your home or workplace. Similarly if you’re a property manager, you’ll need to ask your Portfolio Manager to remove your Latch Manager access. Once that’s done, we’ll immediately delete all of your access history at your apartment door, delete your contact information, and halt all communications to you.

 

For building security purposes, your access history in the common spaces is retained for 90 days after you request deletion, after which they are anonymized. All personal information that relates to you will be deleted at this time making you untraceable in the Latch system. There may be some of your personal information such as access logs that remain on Latch devices. Because Latch devices in your building are owned by your property, it is the responsibility of your property management to update those devices. Doing so, will ensure any remnants of your personal information on those devices is deleted.

 

You may read our full privacy policy at https://www.latch.com/privacy-policy.




 

What kind of user data does Latch collect?

In addition to collecting users’ contact information, Latch stores information about users’ access permissions, access history, and access-sharing activity. To view the complete list of information that Latch collects from their users, see our Privacy Policy.



What does Latch do with my data? Is it sold to anyone?

At your personal door, your access history remains private to only you and is never shared with anyone including property management. For peace of mind, you can view access histories of your guests, property managers, and trusted services who enter your home.

 

Your access history at your personal door is never shared with or sold to third parties for the purposes of marketing or advertising. 

 

We only collect information that is necessary to maintain the security of the building and provide you with our services.  

 

At common and amenity spaces (such as the front door, gym, or package room), Latch devices capture an access history so that property managers are able to keep the building and everyone inside it secure. This way, they’re able to see when visitors, service providers, couriers, staff, and maintenance workers have been let in. 



How do you prevent security breaches?

First, our offline-first design approach means that our Latch M and C devices do not require internet connectivity to unlock. Operating independently from the internet provides an extra layer of security against malicious actors and keeping residents’ data safe.

Second, in addition to running internal static, unit, and integration tests, we partner with third-party firms to run periodic penetration tests, and validate our product architecture and design. We also use a variety of security monitoring tools to detect risks in real-time and test new features and products in real-world scenarios.

Finally, ‍Latch devices are designed to get better every day. Because all our products can be updated wirelessly, we’re able to roll out the latest security features and fixes quickly and easily.



Who has access to my personal information and access history, including visual access logs? How long is this data stored for?

Your unit-entry access history is never shared with anyone, including landlords or property managers. For the safety and security of the building, we do capture an access log of your guests’ activity at your unit. 

 

Your data is stored for as long as you live in a Latch-enabled building. This means that you’ll always have access to a history of who entered your space and when (including landlords, property managers, and building staff), which helps resolve disputes if and when they occur.



What if my phone gets stolen and I can’t use the Latch App?

We’ve designed our devices to unlock using four different kinds of credentials: the Latch App, a doorcode, a keycard, or a mechanical key. If you were unable to use your Latch App, your property manager could send you a secure doorcode via email—and in the case your phone was stolen or lost, they could temporarily remove your building access to protect the security of your apartment. 

What if my Latch device stops functioning? Can the technology stop working?

Your unit-entry device has been designed to support entry via a backup mechanical key, so you will always be able to unlock your door. In the rare event that software issues lead to unexpected downtime, Latch has engineering and customer support teams that are on call to provide around-the-clock assistance. 

What if my Latch App or unit-entry device is hacked?

We’ve approached security from every angle to reduce the risk of malicious activity. We continuously test our hardware and software against potential threat models and frameworks to get ahead of potential risks, and are committed to making software updates if and when vulnerabilities are detected. Additionally, we’ve taken steps to ensure that access information is protected: encrypting data on our devices as well as on our back-end servers, building in strong authentication and data leakage provisions, and more. 

 

To learn more about how our security program has been designed to meet commercial best practices, visit latch.com/security-privacy.



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.