QR code scan doesn't open the DOOR directory
- Check the sticker for physical damage, scratches, dirt, or glare — clean with a dry cloth if needed
- Confirm the QR code sticker was printed from DOOR OS at the correct size (not scaled)
- Test with a different phone — some older camera apps don't scan QR codes natively
- If the sticker is damaged or worn: rotate and reprint. See DOOR Link operation — call flow and directory
Resident doesn't appear in the directory
- Confirm the resident is assigned to a unit in the property: DOOR OS → People → resident → Edit
- Confirm the resident has key access to the door paired with the DOOR Link
- Confirm Show in intercom is enabled in the resident's account settings
- Directory changes take a few minutes to propagate — wait briefly after making changes before retesting
Visitor can see the directory but the call doesn't connect
- Confirm the resident has the DOOR app installed and notifications enabled
- Ask the resident to check that the app is not in a do-not-disturb state or that DOOR notifications are not blocked
- Have the resident open the DOOR app and attempt to receive a test call
Resident received the call but couldn't generate a doorcode
- Confirm the door linked to this DOOR Link has at least one Latch lock assigned in DOOR OS — a doorcode can only be generated for a door with an active device
- Confirm the resident's DOOR app is up to date
- If the option to generate a doorcode doesn't appear in the call screen, contact
support@door.com
Visitor entered the doorcode but the lock didn't open
- Confirm the doorcode was entered before it expired — daily doorcodes are valid only for the day they were generated
- Confirm the visitor is entering the code on the correct lock (the one linked to the same door as the DOOR Link)
- Have the resident generate a new doorcode and try again
DOOR Link panel is physically damaged or vandalized
QR code sticker only: Rotate and reprint — see DOOR Link operation — call flow and directory.
Panel housing damaged: Order a replacement through your DOOR sales rep — no individual parts are sold.
Panel fell off the wall (adhesive failure):
- Do not reuse the old VHB tape — it will not re-bond reliably
- Remove all residual adhesive from the surface with 3M Adhesive Remover or Goo Gone before remounting
- Remount with fresh VHB tape and allow 24–72 hours for full bond strength
When to escalate
Contact support@door.com if:
- The directory page opens and the call connects, but the resident consistently has no option to generate a doorcode
- The QR code was recently rotated but the old sticker still opens the DOOR directory
- The panel was correctly configured in DOOR OS but no residents appear in the directory after 30+ minutes
Include: the door name in DOOR OS, the resident's email, and a description of what happens when the QR code is scanned.