When a DOOR device at your property stops working and on-site troubleshooting doesn't recover it, send a hardware escalation to DOOR Support. This article is for property management teams. It describes the checks to run first, the symptoms that qualify as a hardware escalation, how to submit the escalation, and what information DOOR Support needs to act on it.
Residents should contact their property management team for device issues at their unit — they are the point of coordination with DOOR for any hardware action.
Before you escalate — run these checks first
Most device issues are resolved on-site without a hardware escalation. Run these in order and note what each produces:
- Replace the batteries. Low or depleted batteries cause most unresponsive-device symptoms. Use fresh batteries that meet the device's requirements. See Changing Batteries in Latch Devices.
- Perform a manual door sync from the DOOR App within Bluetooth range of the device. A sync pushes the latest access and clock updates to the lock and clears stale state. See Syncing Your Latch Device with the DOOR App.
- Inductive Jumpstart (3rd-generation Latch devices only). If the batteries are fully depleted and the device won't power up even with fresh batteries, try the Inductive Jumpstart procedure to re-energize the device. See Inductive Jumpstart: Powering 3rd Generation Latch Devices if the Batteries Fail.
If the device recovers after any of these, no escalation is needed. If none of them restore the device to working order, continue below.
When to escalate — what qualifies as a hardware issue
Escalate to DOOR Support when the device matches any of these conditions after you have run the checks above:
- Physical damage. Cracked housing, water intrusion, corrosion, a damaged lens, or any visible hardware failure.
- Unresponsive after battery replacement. The device does not power on, respond to credentials, or connect after fresh batteries — and Inductive Jumpstart (if applicable to the device generation) also fails.
- Persistent offline status. The device has been unreachable from the platform for multiple days despite on-site checks.
- Mechanical failure. Deadbolt jammed or retracting/extending on its own, reader not accepting keycards, intercom audio/video not working, handle not engaging, or any mechanical defect that on-site adjustment doesn't resolve.
If the device is working but access is not reaching it (recently revoked access, schedule changes, or a specific resident's credential), that is an access or software issue — not a hardware escalation. Use your DOOR OS tools or contact DOOR Support through the normal support channel instead.
How do I submit the escalation?
Send an email to support@door.com with a clear, descriptive subject that names the problem and the device. There is no fixed subject-line template — something like "Latch M2 unresponsive after battery change at <building name>" is enough to route it correctly.
Include the following information in the body — without it, DOOR Support will have to ask for more and the escalation will take longer:
- Building, unit, and door name. Exactly as they appear in DOOR OS, so DOOR Support can find the device in the platform.
- Device serial, QR code, or device ID. You can find the device ID in DOOR OS on the device page, or printed on the device housing or activation sticker.
- Symptom. A clear description of what the device is doing or not doing. Include any error shown in DOOR OS or the DOOR App.
- Troubleshooting already attempted. Which of the checks above you ran (battery replacement, door sync, Inductive Jumpstart) and what happened on each. This prevents DOOR Support from asking you to repeat work.
- Photos or video. A short clip or photos of the device and the symptom. Visual evidence is especially helpful for physical damage, mechanical failures, and lens issues, and it is often enough for DOOR Support to proceed without a site visit.
What happens after you submit
DOOR Support reviews the escalation and follows up by email. Depending on the symptom and evidence, next steps may include additional diagnostic questions, coordinating a replacement device, or scheduling a site visit.
This article does not cover
- Resident-level troubleshooting (locked out, app errors, login issues) — see the Residents troubleshooting section.
- Access or schedule issues where the device is working but a specific credential is not — use your DOOR OS tools.
- Installation of new devices — see the Device Installation category.
- Smart Home device issues specifically (thermostat, sensors, dimmer) — see DOOR Smart Home Devices general troubleshooting before escalating.