If your Access tab is empty — or doors you expect are missing — you have signed in successfully but your DOOR account has no active access assigned to it for the door you're looking for. Access is set by your property management team, not by DOOR directly, so the fix is almost always confirming your email, your access window, and whether your property team has assigned the doors you should have.
DOOR Support cannot create, grant, or modify access; only your property management team can. Once access is assigned and active, the doors appear automatically.
Symptom
After signing in to the DOOR App, one of the following is true:
- The Access tab shows no doors at all.
- Some doors show up, but a specific door you expect is missing.
- Doors that used to appear have disappeared.
Quick fix
Before contacting your property team, run these three checks in order:
- Confirm the email you signed in with. If you have multiple email addresses, make sure you signed in with the email that received your Welcome to DOOR invitation. Signing in with the wrong email creates a valid but empty DOOR account.
- Check your access start time. If you were invited recently, access may not have started yet. The doors appear in the Access tab the moment the start time set by your property management team passes. If your start time is later today or tomorrow, wait until it begins.
- Pull down to refresh the Access tab. A refresh reloads your latest access from the platform and catches any changes your property team just made.
If doors still don't appear, your access may have expired, never been assigned, or been revoked — continue below.
Possible root causes
- Wrong email. You signed in with an email that is valid but not the one your property team invited. The account exists and logs in, but no access is tied to it.
- Access start time has not begun. Common for new residents. DOOR hides the doors until the start time your property team configured.
- Access expired. Your access was set to end on a specific date and that date has passed (common for temporary or seasonal leases).
- Access was revoked or never assigned. Your property team removed your access, never assigned it to the specific door, or the door was not added to your key in DOOR OS.
Step-by-step diagnosis
- Verify the email on the account. Open the DOOR App, tap the profile icon in the top right, and confirm the email shown matches the one that received your DOOR invitation. If it doesn't, sign out and sign in with the correct email.
- Check the invitation email. Open the "Welcome to DOOR" email (or any recent access notification) and confirm the listed start time has already passed.
- Refresh the Access tab by pulling down on the screen.
- Force-quit and reopen the DOOR App. Swipe the app out of the app switcher, reopen it, and sign back in. This clears any cached session.
- If the doors still don't appear, contact your property management team with: the exact email you signed in with, which doors you expect to see, and when access was originally granted (if you remember).
UPDATE:
What if I see a “Not permitted” message in the Latch App?
If you see a message saying you do not have permission to use the Latch App, it usually means your account has already been moved to DOOR as part of the Latch to DOOR migration.
In this case, you should stop using the Latch App and sign in through DOOR instead.
What to do next
- Download the DOOR App from the Apple App Store or Google Play Store, or go to DOOR OS if you are a property manager.
- Sign in using the same email address and password you previously used for your Latch account.
- If you cannot sign in, try resetting your password from the DOOR App login screen.
Important:
If you are seeing this message in the Latch App, it does not always mean your account is missing or inactive. In many cases, it means your access has already been transitioned to DOOR and the Latch App should no longer be used
When to escalate
Contact your property management team — they are the only party that can assign, restore, or change your access. Share:
- The email address you signed in with.
- The doors you expect access to and the unit you live in.
- When you were invited or when you last saw access working.
DOOR Support cannot add or restore access on your behalf. If your property team confirms access is assigned and active but doors still don't appear, they can escalate to DOOR Support on the technical side.
This article does not cover
- Can sign in but getting a Bluetooth error when unlocking — see I'm having issues unlocking my door or seeing a Bluetooth Error.
- Out of Schedule error at a door you can see — see I'm getting an 'Out of Schedule' error in the DOOR App.
- Cannot sign in at all / password reset — see How do I reset my DOOR password or fix login issues?.
- No account yet / no invitation email — see How do I create a DOOR account and download the DOOR App?.