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.
What if I don’t want my property manager to see my guest access?
Unfortunately, property managers need to be able to view your guests’ access history to maintain the safety and security of the building and everyone in it.
Do Latch devices take video?
No, Latch devices do not capture video.
Is there an interior camera on my Latch device? Can Latch see inside my apartment?
No, there is no interior camera on any Latch device, and Latch cannot see inside your apartment.
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 firstname.lastname@example.org 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.
What kind of user data does Latch collect?
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 can view my access history? 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 throughout your building.
Your access logs (for buildings outside of New York City) generated on or after July 30, 2021 will be retained for a two year retention period. This is to ensure that you’ll 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. Activity logs generated on or after July 30, 2021 will be removed or anonymized two-years after they are generated.
Does Latch’s data retention policy comply with New York City’s Tenant Data Privacy Act?
What happens to New York City resident access logs after 90 days in the Latch App?
Activity logs for buildings in New York City will be subject to a 90 day retention period starting July 30, 2021 for access logs collected on or after that date. After 90 days, these activity logs will be deleted or anonymized on a rolling basis.
What happens to my (resident) access logs before the New York City Tenant Data Privacy Act policy takes effect?
New York City building activity logs from before July 30, 2021 will not be visible via the Latch App or Latch Manager webtool. For NYC buildings, only 90 days worth of activity logs generated on or after July 30, 2021 will be accessible via the Latch App or Latch Manager webtool. For special cases where data beyond that time frame is needed, please reach out to email@example.com.
What happens to logs outside of New York City buildings that do not fall under the Tenant Data Privacy Act policy?
Activity logs for buildings outside of New York City will abide by the default two year retention period. Access logs will only be visible in a two-year time range. Activity logs generated on or after July 30, 2021 will be removed or anonymized two-years after they are generated.
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.
For the Latch C2, because it inherently does not have a physical key, Latch has designed a Qi-compatible Inductive Jumpstart. This allows the device to be powered and unlocked in the event the batteries unexpectedly drain or fail, ensuring that you can access your unit by using a Qi-compatible power bank (such as the one linked here) to power the device.
Watch our Inductive Jumpstart training video here.
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, some 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 C, Latch M, and Latch R). The Latch C2 does not have a camera.
Latch devices with cameras 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 with cameras 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.