If you lose access to your phone — because you locked it inside, the battery died, or the phone was stolen — your access to DOOR-equipped doors is not lost. Your account, your doorcodes, and your keycards continue to work; the DOOR App on another phone can sign in and regain access. This article covers what to do in each scenario.
The most important thing to know: DOOR Support cannot unlock your door for you directly. Unlock decisions belong to your property management team, not DOOR. That keeps your unit secure even if someone impersonates you to DOOR. Your property team is your first call in any emergency.
What if I lock my phone inside my apartment or the battery dies?
You have three options, in order of preference:
Use an alternate credential. Every DOOR-equipped door supports multiple unlock methods. If you have a doorcode memorized or a Latch Keycard, use it. If your device supports a mechanical key, use that.
Sign in on another phone. Log in to the DOOR App from any iOS or Android device you can borrow. Your doorcodes and access stay on your account. Log out completely when you're done, and make sure the borrowed device does not save your password.
Contact your property management team. They can issue you a daily doorcode via email if you can access your email, or assist you in person if you cannot. For security, DOOR Support cannot unlock your door for you directly — that decision belongs to your property team.
What if my phone is stolen?
Do the two steps above if you need immediate access, then:
Reset your DOOR password. Go to the DOOR App login screen and tap Forgot password. Resetting your password automatically signs your account out of every device it's logged into. See How do I reset my DOOR password or fix login issues?
Ask property management to suspend your building access if you cannot reset the password immediately. They can temporarily remove your access and re-enable it once you regain account control. After re-enabling, perform a Door Sync so the door devices get the updated access.
Will DOOR Support unlock my door for me?
No. For the security of your unit, DOOR Support cannot grant access to an individual door. Every request goes through your property management team, who is authorized to make access decisions for your building.