This article is for anyone who hit a login or permissions error at app.door.com (DOOR OS), or who was told to "use DOOR OS" and isn't sure what that means. DOOR has two separate products that both sign in with the same email: DOOR OS (the manager portal at app.door.com) is used by property managers, portfolio managers, and authorized staff to manage users, access, and building settings. The DOOR App (mobile) is used by residents and guests to unlock doors and manage their own access. If you're a resident trying to use app.door.com, you're in the wrong place — the DOOR App is where your access lives. If you're a property manager and app.door.com says you don't have permission, your account exists but hasn't been granted the manager permissions it needs yet.
This article exists so the bot (and support team) can tell at a glance which situation a user is in, and route accordingly. Residents should never be sent to DOOR OS; property managers should not be sent to the DOOR App for management tasks.
Which product does what?
| DOOR OS | DOOR App | |
|---|---|---|
| URL / platform | app.door.com (web) | iOS and Android mobile app |
| Who uses it | Property managers, portfolio managers, authorized staff | Residents, guests |
| What you do with it | Invite residents, assign Keys, manage doors/units, review activity, set permissions | Unlock doors, view your own access, invite guests, manage your account |
| Required to sign in | A DOOR account plus Key Management (or higher) permissions assigned by a Portfolio Manager | Just your DOOR account |
Both products authenticate with the same DOOR credentials. Having a valid DOOR login does not automatically grant access to DOOR OS — manager permissions are a separate grant.
Symptom — choose the one that matches you
"I'm a resident and app.door.com isn't working for me."
This is expected. Residents are not meant to use app.door.com — it's the manager portal. Use the DOOR App on your phone instead:
- iOS: DOOR App on the App Store
- Android: DOOR App on Google Play
Sign in with the same email and password you use (or were invited with). Your assigned doors appear in the Access tab once you sign in. If you can't find your doors after signing in, see I don't see my doors in the DOOR App — what do I do?.
"I'm a property manager and DOOR OS says I don't have permission."
Your DOOR account exists and sign-in works, but it has not been granted the Key Management (or higher) permissions that DOOR OS requires. Permissions are assigned per-property or per-portfolio by a Portfolio Manager at your organization — not by DOOR Support.
Ask your Portfolio Manager (or whoever onboarded you) to:
- Open DOOR OS → Manage Settings → Staff (or the equivalent permissions area) and confirm your account is on the property / portfolio you expect.
- Assign the appropriate Key Management permission level for your role. See Property Managers: Key and Device Management Permissions for the permission levels.
- Once the permission is granted, refresh
app.door.com— you should now see the manager features.
If you changed roles recently (e.g., joined a new property, moved portfolios), the same flow applies: whoever owns permissions at your new location needs to add you.
"I signed in to app.door.com and nothing looks right — or it told me to use a different account."
If you have multiple email addresses, make sure the email you used at app.door.com is the one tied to your management role, not your personal/resident account. Some staff have both; DOOR OS permissions only apply to the account the property team invited to DOOR OS.
When to escalate
Contact your Portfolio Manager (or property/organization administrator) if:
- You believe you should have DOOR OS access but you're getting a permissions message.
- You recently changed roles, properties, or portfolios.
- Your Portfolio Manager confirms they granted the permission but you still see the error after refreshing. In that case, ask them to verify the permission was saved on your account email (not a typo of it).
Contact DOOR Support if:
- You've confirmed the right email, your Portfolio Manager says the permission was assigned, and the error persists after refreshing and signing out/in.
- Your property's entire management team is getting the error (possible property-side configuration issue).
- You are unsure whether to use the DOOR App or DOOR OS after reading this article — we can clarify, but we cannot grant manager permissions for you; only your Portfolio Manager can.
Include: the exact error text, the email you're signing in with, your role at the property, the property name, and the name of the Portfolio Manager or administrator you already contacted.
This article does not cover
- Creating a DOOR account in the first place — see How do I create a DOOR account and download the DOOR App?.
- Password reset and login troubleshooting — see How do I reset my DOOR password or fix login issues?.
- Residents missing doors in the DOOR App after successful sign-in — see I don't see my doors in the DOOR App — what do I do?.
- What each Key Management permission level allows — see Property Managers: Key and Device Management Permissions.
- Adding or editing Portfolio Managers / Property Managers — see Adding, Editing, or Deleting Property and Portfolio Managers.
- Manager workflows inside DOOR OS (inviting residents, editing Keys, etc.) — see How do I invite, edit, or remove a resident in DOOR OS?.
Related articles
- Property Managers: Key and Device Management Permissions
- Adding, Editing, or Deleting Property and Portfolio Managers
- How do I invite, edit, or remove a resident in DOOR OS?
- What is a Portfolio Manager? How are they different from Property Managers?
- How do I create a DOOR account and download the DOOR App?
Questions this article answers
- "Why doesn't
app.door.comwork for me?" - "I'm getting a permissions message on DOOR OS."
- "What is DOOR OS?"
- "What's the difference between DOOR OS and the DOOR App?"
- "Should I use the DOOR App or
app.door.com?" - "I was told to use DOOR OS but can't sign in."
- "Who grants manager permissions?"