If you are locked out of your door, you have several options before escalating. DOOR devices accept multiple credential types (DOOR App, doorcode, keycard, and a mechanical key on some devices), and if you still have the DOOR App you can share a daily doorcode to yourself. If none of those get you in, contact your property management team — they are the only party authorized to grant physical access to your unit, and DOOR Support cannot unlock the door for you directly.
This article covers what to do when you cannot physically get in — whether the app isn't unlocking, your phone is unavailable, or the device is offline.
Symptom
You are at the door and cannot get inside. Any of these may apply:
- The DOOR App won't complete an unlock (spins, errors, no response).
- You do not have your phone (locked inside, dead, forgotten, or stolen).
- The device is not responding to the DOOR App, a doorcode, or a keycard, and recent access changes seem not to have reached it.
- A doorcode or keycard that used to work is no longer accepted.
Quick fix
Try these in order:
- Try an alternate credential on the same device. DOOR devices accept multiple unlock methods. If the DOOR App isn't working, enter your existing doorcode on the lens. If you have a Latch Keycard, tap it. If the device has a mechanical key cylinder, use the key.
- Share a daily doorcode to yourself from the DOOR App. If you have the DOOR App on your phone and can still use it, generate a daily doorcode and send it to your own phone number or email, then enter it on the lens. Residents and property managers can both share a daily doorcode — it is not a property-team-only feature. As a Resident, navigate to the Access tab, select Guests, and select "Add guest +"; continue with the invitation flow, selecting your phone number.
- Sign in to the DOOR App on another phone. If your phone is unavailable, borrow any iOS or Android device, download the DOOR App, and sign in with your DOOR account. Your doorcodes and access travel with your account. When you are done, go to the menu (top right) and tap Sign Out — do not let the borrowed device save your password.
- Contact your property management team. If none of the above works — especially if you do not have the DOOR App available — reach out to your property team. They can let you in by granting access again, or share a daily doorcode to the phone number or email you specify. Your property team is the only party authorized to grant physical access to your unit.
Possible root causes
- Alternate credential never set up. If you only had the DOOR App and no doorcode or keycard, there is no local fallback at the door. Your property team is the path back in.
- Phone is unavailable. Locked inside, dead battery, or stolen. An alternate credential or another signed-in phone bypasses the issue.
- Device is offline and has stale access. If the device loses network, recent access changes may not have reached it yet. For non-internet-connected devices, a door sync can push the latest access to the lock — see How to perform a Door Sync. Door sync requires the DOOR App and being within Bluetooth range (~3 meters) of the device.
- Your access was recently revoked or changed. If your property team updated access and the device has not synced yet, an existing credential can stop working. Contact your property team to confirm.
Step-by-step diagnosis
- Try each credential you have — app, doorcode, keycard, mechanical key. Note which ones fail and how (no response, error message, numbers blinking).
- If nothing works, contact your property management team with the following details: the door you are trying to open, which credentials you tried, and what happened each time.
- If a neighbor or family member with access is nearby, they can also let you in while you work with the property team.
- If the device seems to have stale access and you eventually regain access to the DOOR App, perform a door sync once inside to push any missed updates to the lock.
When to escalate
Your property management team is the only party authorized to grant physical access to your unit. Contact them whenever:
- None of your credentials work and you cannot generate a daily doorcode yourself.
- You do not have access to the DOOR App (phone is dead, forgotten, or stolen).
- The same door is failing for other residents at your property — likely a property-wide issue the property team needs to fix.
- A credential was working before and is no longer accepted — they can confirm whether your access was changed.
Use whatever contact channel your property team has published — business-hours phone, after-hours line, or neighbor with staff access. Keep trying until you connect, since they are the access path.
Note for safety: DOOR Support cannot grant you access directly. If you have a genuine safety emergency, call local emergency services.
This article does not cover
- Phone locked inside, dead, or stolen (specific recovery steps) — see What if I lock my phone inside my apartment, the battery dies, or my phone is stolen?.
- DOOR App unlock or Bluetooth errors when the app is working but the unlock fails — see I'm having issues unlocking my door or seeing a Bluetooth Error.
- Doorcode entry errors (numbers blinking on the lens) — see The numbers on the Latch lens are blinking after typing my doorcode in or attempting to use my Keycard.
- Out of Schedule error when you should be allowed in — see I'm getting an 'Out of Schedule' error in the DOOR App.
- Resetting your DOOR password — see Changing or Resetting Your Password.