Concierge Pro (formerly Delivery Assistant) is a property-level service that gives couriers a way to drop off packages when you're not home. A trained virtual doorman handles entry through your building's Latch Intercom, and the DOOR App sends you a notification once delivery is complete. This article covers what to expect, how to receive a delivery, and what to do if something goes wrong.
About this feature
Concierge Pro is enabled by your property — not by individual residents. If your building offers it, the service runs automatically when a courier reaches your property. There is nothing you need to enable in the DOOR App.
How a delivery flows:
- The courier arrives at your property and uses your building's Latch Intercom to contact the virtual doorman.
- The virtual doorman verifies the courier's identity. If approved, the doorman grants access to the package drop-off area.
- If your property has a Latch Camera installed in the package area, the doorman monitors the drop-off.
- After the courier leaves, you receive a notification on the phone associated with your DOOR account.
Before you start
- Confirm with your property management team that Concierge Pro is enabled at your building. If it isn't, the service won't be available.
- Verify the phone number on your DOOR account is current. Notifications go to that number — see the FAQ below if you need to change it.
How to receive a delivery
You don't need to do anything during the delivery itself. Concierge Pro handles courier verification and access automatically. When the delivery completes, watch for the notification on your phone, then retrieve your package from your building's package room at your convenience.
If you don't receive a notification
Verify the phone number associated with your DOOR account. Contact your property manager if the number on file is incorrect — the property team is the one who can update it for you.
Only one phone number can be associated with each DOOR account. Notifications cannot be sent to multiple numbers.
If you can't open the package room
Try unlocking the package room door with the DOOR App, your doorcode, or your Latch Keycard if you have one. If none of those work, contact your property management team — they can troubleshoot access at the package room.
If you got a notification but can't find the package
Verify the tracking and shipping information from your courier to confirm the delivery date matches the notification. If the package isn't where it should be, contact your property manager — they may have additional information about the drop-off. If the package still can't be located, file a claim with the courier responsible for the delivery.