Latch G-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:

A spinning Lens confirms the device already validated the credential — the resident's key is active and any schedule permits access at this moment. Do not ask the resident to verify their key or schedule.

1. Ask the resident to perform a Door Sync from the DOOR app — the device may be holding a stale credential state that prevents the lever from engaging after acceptance
2. Ask the resident to check for a pending firmware update: DOOR app → Access → select the door → Firmware upgrade. Residents can install firmware updates on Geneva-platform devices (G-M2, Latch C2) directly from the app

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

Device won't respond to the app

1. Confirm Bluetooth is enabled on the resident's phone and they are within range of the device
2. Ask the resident to close and reopen the DOOR app, then try again
3. Ask the resident to perform a Door Sync
4. Try a doorcode to confirm whether the device is responding at all
5. If neither app nor doorcode wakes the Lens, check the battery (see Battery section below)

Device won't accept a doorcode

1. Confirm the resident has an active key that includes this door: DOOR OS → People → resident → Keys. The doorcode value itself is not visible in DOOR OS, but you can confirm the key is active and check whether a schedule is applied — if a schedule exists, verify the current time falls within the allowed hours
2. Ask the resident to perform a Door Sync — the device may not have received the latest credential update
3. Wake the Lens by tapping any key before entering the code — the Lens must be active to register input
4. If the Lens shows no response at all when tapped, check battery level (see Battery section below)

Latch Keycard not working

1. Confirm the resident has a Keycard assigned: DOOR OS → People → resident → Keycard information
2. Ask the resident to perform a Door Sync — Keycard credentials must be synced to the device
3. 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. Only Latch Keycards issued through DOOR OS are guaranteed compatible
4. 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.

1. Check door alignment: the latchbolt should enter the strike pocket cleanly when the door closes
2. 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
3. Check that the inner trim mounting screws are tight but not overtightened — overtight mounting screws can deform the trim and bind the lever
4. 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:

1. Confirm you are using the key issued for this lock — keys are not interchangeable across cylinders
2. Insert the key fully before turning — partial insertion binds the pins
3. 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, then verify with a cylinder test
4. 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):

The G-M2 has two recovery paths — use them in this order:

1. Mechanical key (recommended): the G-M2 cylinder works regardless of battery state. This is the simplest path to regain entry when batteries are fully depleted
2. Qi wireless charger (if the mechanical key isn't available): hold a Qi-compatible wireless charger against the exterior Lens. With the charger in contact, the resident can open the DOOR app and tap Unlock — the device draws enough power from the charger to perform a Bluetooth unlock once. The G-M2 uses the same Geneva Lens as the Latch C2 and accepts Qi jumpstart as an emergency measure
3. Replace the batteries as soon as the resident has re-entered
4. Contact support@door.com if neither path restores entry

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

The Latch G-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

1. Confirm batteries are inserted (6 AA alkaline, correct polarity) and the Lens responds when a key is tapped
2. Confirm the door exists in DOOR OS → Access → Doors before attempting activation
3. Ensure a phone with the DOOR app is within Bluetooth range during the activation flow
4. 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
5. 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 neither the mechanical key nor Qi jumpstart restore entry
• 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.

Related articles

• Latch G-M2 overview
• Installing the Latch G-M2
• Latch G-M2 operation
• Latch G-M2 specifications
• Changing the batteries in your Latch device