I can't see my Smart Home devices in the DOOR App — what do I do? – DOOR

If you expect to see DOOR Smart Home devices in the DOOR App but don't — either no devices at all, or only some of them — the cause is almost always one of three things: you are signed in with the wrong email, the app session is stale, or your property management team has not assigned the devices to your unit. Try the quick fixes below before contacting anyone; if they don't resolve it, your property management team is the right next step.

This article is about seeing Smart Home devices (thermostat, switches, leak detectors, and similar) — not about unlocking doors. Smart Home devices live under the Devices tab in the bottom navigation bar, then the Controls sub-tab. If you can see the Controls sub-tab but specific devices are missing, your property team needs to assign them; DOOR Support cannot assign devices on their behalf.

Quick fixes

Run these in order. They cover the common causes.

Check the email you signed in with. On the DOOR App Home screen, tap your profile icon in the top right and confirm the email matches the one that received your Welcome to DOOR invitation. Devices are tied to the invited email. Signing in with a different email — even one that logs in successfully — will show an empty or incomplete device list.
Sign out and back in. Tap your profile icon, choose Sign Out, then sign back in with the correct email and password. This refreshes the app's cached device list.
Force-quit and reopen the DOOR App. Swipe the app out of the app switcher, reopen it, and sign in again. This clears any stale session that survived a regular sign-out.

If the Smart Home devices still don't appear, the quick fixes are exhausted — continue below.

What it means if some devices show up but others are missing

Open the Devices tab from the bottom navigation bar, then tap the Controls sub-tab. If some Smart Home devices show up but specific ones you expect are missing, the issue is not with the DOOR App or your account — it is with how devices are assigned to your unit on your property team's side. Contact your property management team with:

Your DOOR-associated email address.
Your building name and unit number.
The specific devices you expect to see (thermostat, leak detector, light switch, etc.).

They can verify device assignment and escalate to DOOR Support on the technical side if needed.

What it means if no devices show up at all

If the Controls sub-tab (under the Devices tab) is empty or missing entirely, and the quick fixes above didn't help, the most likely causes are:

Your unit is not correctly listed on your account. A resident who is not tied to a unit in DOOR will not see unit-level Smart Home devices.
No Smart Home devices are installed at your unit or building. Smart Home is an optional feature at the property level — not every DOOR property has it.
You are on the wrong account. An account that was never invited by your property team will exist but will have no access.

Contact your property management team to confirm: (a) whether Smart Home devices are installed for your unit, and (b) whether your resident record is correctly tied to the right unit.

When to contact DOOR support directly

Residents should contact their property management team first for Smart Home device visibility issues — they are the only party that can assign devices to a unit. Contact DOOR Support at support@door.com only if:

Your property team confirms your unit assignment and device assignment are correct, and devices still don't appear after the quick fixes above.
You see an error message in the Controls sub-tab instead of a normal (but empty) list.

Include: your DOOR email address, unit and building name, the specific devices that should be visible, and a screenshot of the Controls sub-tab as you see it.

This article does not cover

Smart Home devices that appear but do not respond or update (connectivity issues) — see DOOR Smart Home Devices general troubleshooting.
Not seeing your doors in the Access section — that is a different flow. See I don't see doors or I am missing doors in my DOOR App.
Installing new Smart Home devices at a property — that is a property-team task. See Getting your property ready to install new DOOR Smart Home devices.
Using the Controls section once devices are visible — see Using Controls in the DOOR App.
Bluetooth errors or unlock failures on doors — see I'm having issues unlocking my door or seeing a Bluetooth Error.

Questions this article answers

"Why don't I see my thermostat in the DOOR App?"
"My Smart Home devices are missing from the DOOR App."
"How do I get my leak detector to show up in DOOR?"
"Controls section is empty — what's wrong?"
"Some Smart Home devices show up but not all of them."
"Does DOOR Support assign Smart Home devices to my unit?"

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I can't see my Smart Home devices in the DOOR App — what do I do?