If the LED numbers on the Latch lens blink after you enter a doorcode or tap a Keycard, the lock rejected the credential. This is almost always caused by an entry timing issue (for doorcodes) or an access sync issue.
Symptom
You enter your 7-digit doorcode or tap your Latch Keycard to the lens — the LEDs blink, but the door does not unlock.
Quick fix
Check your access in the DOOR App and perform a Door Sync:
- Open the DOOR App and confirm the door appears in your Access list with active access.
- Perform a Door Sync while within Bluetooth range of the device.
- Try your doorcode or Keycard again.
Possible root causes
- Doorcode entry timing: Each digit must be entered within 5 seconds of the previous one. If you pause longer, the lens times out and resets — the partial entry is discarded. Start over from the first digit.
- Access not synced to the device: If you recently received access or reset your doorcode, the lock may not have the update. A Door Sync pushes the latest access.
- Device clock is wrong: After a power outage, the Latch device's internal clock can drift. A wrong clock causes the device to reject valid credentials as expired. A Door Sync corrects the clock.
- Keycard credentials out of date: If your Keycard was recently activated or deactivated, the device may not have the update. A Door Sync fixes this.
Step-by-step diagnosis
- Open the DOOR App → Access → tap the affected door.
- Confirm you can see the door and your access is listed as active.
- If the door is not visible, see I don't see doors in my DOOR App.
- For a doorcode: tap the lens to wake it, then enter each digit without pausing more than 5 seconds between digits. Press each key firmly — a status LED lights up for each digit registered. If an LED does not light, the lens did not register that tap.
- Perform a Door Sync and try again.
- Try unlocking via the DOOR App (Bluetooth). If the app unlock succeeds but the doorcode or Keycard still does not work, the credential may not have synced yet — repeat the sync.
- If the app unlock also fails, see The DOOR App won't unlock my door or I'm getting a Bluetooth error.
When to escalate
Contact your property management team if:
- The lens still blinks after syncing and re-entering the doorcode carefully.
- Your Keycard won't unlock the door after multiple syncs.
- You cannot perform a sync (Bluetooth not available, app won't connect).
When you reach out, include: the door name, the credential you used (doorcode or Keycard), and what the lens did (rotate in a circle or blink).