If the DOOR App won't unlock your door, or you see a Bluetooth error when you try, most cases come from a phone-side Bluetooth or permissions issue — not a problem with the lock itself. Before deeper troubleshooting, make sure your phone's Bluetooth and Location services are on, that the DOOR App has permission to use both, and that you are within a few meters of the door. If that doesn't fix it, a full app/phone reset resolves most of the remaining cases. An existing doorcode or Latch Keycard works as a fallback at any time.
If you currently cannot get inside and need immediate access, contact your property management team — they are the only party authorized to grant access. See I'm locked out of my door — what do I do?.
Symptom
Any of these may apply:
- You tap Unlock and the button loads, errors, or does nothing.
- You see a Bluetooth error message in the DOOR App.
- The DOOR App doesn't detect the door when you hold the phone near the lens.
Quick fix
Run these in order:
- Confirm the lens lights up after tapping it. This is not necessary to unlock via Bluetooth, but it will confirm if the device has power.
- Turn Bluetooth on. Open your phone's Settings, toggle Bluetooth on if it is off, and toggle it off-on again if it was already on.
- Turn Location services on. The operating system requires Location services in order to let the DOOR App use Bluetooth at a door. Even if location seems irrelevant to unlocking, disabling it blocks the unlock.
- Check DOOR App permissions. In your phone's Settings, find the DOOR App and confirm that Bluetooth and Location permissions are both granted to the app.
- Get closer to the door. The DOOR App needs to be within roughly 3 meters (10 feet) of the device with a clear path to unlock over Bluetooth. Walk up to the door and try again.
- Unlock using the Unlock button. Open the door's page in the DOOR App and tap the Unlock button next to the door name. Then hold your phone near the black lens on the device so it can also auto-detect the door. Using both paths confirms which one isn't working.
If unlocking still fails, continue to the deeper reset below.
If the quick fix didn't work — full reset
This sequence clears the DOOR App and your phone's Bluetooth stack:
- Delete the DOOR App from your phone.
- Power your phone off for 30–40 seconds. On iOS, this clears the Bluetooth cache at startup. For Android, also follow the Android-specific Bluetooth cache steps below.
- Restart your phone.
- Re-download the DOOR App from the App Store or Google Play.
- Sign in with your DOOR email and password.
- Re-check Bluetooth + Location are on and that the DOOR App has permission to use both.
- Try the unlock again from within 3 meters of the door.
Clearing the Bluetooth cache on Android
Most Android phones store a Bluetooth cache that can get stuck. The menu names vary slightly by manufacturer, but the flow is:
- Open your phone's Settings.
- Tap Application Manager (or Apps, depending on your phone).
- Tap the menu icon (often three dots in the top right) and select Show system apps or All System Apps.
- Scroll to the Bluetooth app and tap it.
- Tap Force Stop, then Clear Cache.
- Restart the phone.
If the full reset didn't work — use a fallback credential
DOOR devices accept multiple credential types. While you finish troubleshooting the app, use an alternate:
- Enter your doorcode or issue a daily doorcode to yourself and introduce it on the device's lens.
- If you have a Keycard, tap your Latch Keycard to the reader if the device supports one.
- Use the mechanical key cylinder if the device has one.
If none of those work either, you are dealing with a full lockout rather than an app-only issue — see I'm locked out of my door — what do I do?.
When to escalate
Contact your property management team when:
- The app works at some doors but fails at one specific door.
- Other residents at your property are reporting the same Bluetooth or unlock errors.
- The full reset above did not resolve the issue and you've tried alternate credentials.
When you contact them, include: the exact error message shown, the door name, your phone model and OS version, whether the issue happens at one door or all doors, and whether a doorcode or keycard worked as a fallback. That level of detail lets them — or DOOR Support through them — diagnose quickly.
This article does not cover
- You do not see any doors or a specific door is missing in the Access tab — see I don't see my doors in the DOOR App — what do I do?.
- "Out of Schedule" error on a door you can see — see I'm getting an 'Out of Schedule' error in the DOOR App.
- Lockout emergency — you are at the door and no credential works — see I'm locked out of my door — what do I do?.
- Doorcode numbers blinking on the lens instead of unlocking — see The numbers on the Latch lens are blinking after typing my doorcode in or attempting to use my Keycard.
- You cannot sign in to the DOOR App at all — see How do I reset my DOOR password or fix login issues?.