Latch M2 troubleshooting

Credential accepted but the lever doesn't engage

If the Lens spins (credential accepted) but the exterior lever stays free-spinning or won't turn the latchbolt:

Confirm the resident has an active key assigned to this door: DOOR OS → Access → 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

If the lever consistently doesn't engage despite the Lens indicating acceptance, the lever hub may be mechanically stuck — see "Lever feels stiff or doesn't return" below.

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
If neither app nor doorcode wakes the Lens, check the battery (see Battery section below)

Device won't accept a doorcode

Confirm the doorcode is assigned and active in DOOR OS → Access → Keys → key → Doorcodes
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 — the Lens must be active to register input
If the Lens shows no response at all when tapped, 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

Lever feels stiff or doesn't return

The latchbolt and deadbolt require no power to move — stiffness is a mechanical issue, not a battery or credential problem.

Check door alignment: the latchbolt should enter the strike pocket cleanly when the door closes
With the door open, manually operate the lever and the interior thumbturn — both should turn freely. If they bind, the spindle may not be fully seated or the mortise body is not square in the pocket
Check that the mounting screws (B1 and B3 on the interior plate) are tight but not overtightened — overtight mounting plate screws can deform the trim and bind the lever
If only the exterior lever is stiff, the issue may be with the exterior trim assembly or the cylinder set screw — contact support@door.com

Cylinder/mechanical key doesn't turn smoothly

If the mechanical key is tight or won't turn:

Confirm you are using the key issued for this lock — keys are not interchangeable across cylinders
Insert the key fully before turning — partial insertion binds the pins
If the key turns but the latchbolt doesn't move, the cylinder depth may be misadjusted — the cylinder set screw on the lock body face (interior side) controls this. Adjust per the installation guide Step 6, then verify with the cylinder test (Step 15)
If the cylinder turns freely but the lock doesn't respond electronically, the cylinder is fine — diagnose as one of the credential problems above

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 non-rechargeable alkaline batteries — do not mix new and old batteries, and observe the polarity markings in the tray

If the device is completely unresponsive (batteries depleted):

Use the mechanical key to unlock the door — the M2 cylinder works regardless of battery state. This is the only path to regain entry when batteries are fully depleted; the Latch M2 does not support Qi jumpstart
Replace the batteries as soon as the resident has re-entered
Contact support@door.com if the mechanical key is not available or does not restore entry

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

The Latch M2 does not connect to WiFi — credential changes (new keys, schedule changes, revoked access) are not pushed to the device automatically. The resident must perform a Door Sync from the DOOR app while within Bluetooth range of the device.

If the resident cannot sync (for example, because their access was revoked and they no longer have the DOOR app open), 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 (6 AA alkaline, correct polarity) and the Lens responds when a key is tapped
Confirm the door exists in DOOR OS → Access → Doors before attempting activation
Ensure a phone with the DOOR app is within Bluetooth range during the activation flow
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, the device may be registered to another property — contact support@door.com to deactivate it before reuse

When to escalate

Contact support@door.com if:

A valid credential is presented and the Lens spins (indicating acceptance), but the exterior lever never engages after confirming the door alignment is correct
The exterior lever is stiff but the interior lever moves freely and door alignment is confirmed correct
A resident is locked out, batteries are depleted, and the mechanical key is not available
The device activates in DOOR OS but does not respond to any credential after a successful Door Sync
The mechanical key turns freely in the cylinder but does not retract the latchbolt or move the deadbolt

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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