Latch C2 troubleshooting

Credential accepted but couldn't turn the thumbturn in time

The exterior thumbturn is only engaged for 10 seconds after a valid credential is presented. If the resident didn't turn it in time, they need to present the credential again.

Via app: tap Unlock again in the DOOR app
Via doorcode: re-enter the code
Via Keycard: tap the Keycard again

If the thumbturn engages (the resident can feel it free up) but they consistently can't open the door in 10 seconds, this is a usability issue — not a device fault.

Credential accepted but thumbturn doesn't engage

Confirm the resident has an active key assigned to this door: DOOR OS → People → resident → Keys
If the key has a schedule applied, confirm the current time falls within the allowed hours
Ask the resident to perform a Door Sync from the DOOR app — credential changes made in DOOR OS don't reach the device until a sync is completed while in Bluetooth range

Device won't respond to the app

Confirm Bluetooth is enabled on the resident's phone and they are within range of the device
Ask the resident to close and reopen the DOOR app, then try again
Ask the resident to perform a Door Sync
Try a doorcode to confirm whether the device is responding at all

Device won't accept a doorcode

Confirm the resident has access to this door: DOOR OS → People → resident → Keys
If the key has a schedule applied, confirm the current time falls within the allowed hours
Ask the resident to perform a Door Sync — the device may not have received the latest credential update
Wake the Lens by tapping any key before entering the code
If the Lens shows no response at all, check battery level (see Battery section below)

Latch Keycard not working

Confirm the resident has a Keycard assigned: DOOR OS → People → resident → Keycard information
Ask the resident to perform a Door Sync — Keycard credentials must be synced to the device
Confirm the resident is tapping the Keycard flat against the center of the Lens — NFC range is very short, the card must be in direct contact
If the Keycard is assigned but still doesn't work, the card may be damaged — issue a replacement

Thumbturn is stiff or hard to turn

The deadbolt requires no power to move — stiffness is always a mechanical issue.

Check door alignment: the deadbolt bore and strike plate should be cleanly aligned with no binding
If the interior thumbturn is also stiff, the deadbolt or bore is misaligned — have the property maintenance team adjust the door or strike plate
If only the exterior thumbturn is stiff, the issue may be with the exterior trim assembly — contact support@door.com

Low battery or device stopped responding

DOOR OS shows the last reported battery level. When the Lens is unresponsive, batteries may be fully depleted.

If the device is still responding:

Replace the 6 AA batteries in the interior battery tray promptly
Use alkaline batteries — do not use rechargeable (NiMH) batteries

If the device is completely unresponsive (batteries depleted):

The Latch C2 has no physical key — there is no mechanical key override
Hold a Qi-compatible wireless charger against the device to provide emergency power
Open the DOOR app and tap Unlock while holding the charger in place — if the thumbturn engages, turn it to retract the deadbolt and enter
Replace the batteries immediately
Contact support@door.com if the Qi jumpstart does not produce a response from the Lens

Resident's access credentials aren't working after a change in DOOR OS

The Latch C2 does not connect to WiFi — credential changes are not pushed to the device automatically. The resident must perform a Door Sync from the DOOR app while within Bluetooth range.

If the resident cannot sync (for example, because their access was revoked), the old credentials remain valid on the device until a sync is performed by someone with active access.

Device not activating after installation

Confirm batteries are inserted and the Lens responds when a key is tapped
Confirm the door exists in DOOR OS → Access → Doors before attempting activation
Retry activation from the DOOR app → Devices tab → Add a device + → scan the QR code or enter the serial number → follow the on-screen flow
If activation fails repeatedly, contact support@door.com — the device may be registered to another property and cannot be reactivated without support assistance

When to escalate

Contact support@door.com if:

A valid credential is presented and the Lens responds (LEDs spin), but the exterior thumbturn never engages
A resident is locked out, batteries are depleted, and the Qi jumpstart produces no Lens response
The device activates in DOOR OS but does not respond to any credential after a successful Door Sync
The exterior thumbturn is stiff but the interior thumbturn moves freely and door alignment is confirmed correct

Include: the door name in DOOR OS, the device serial number, and a description of the issue and steps already taken.

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