Activating a new DOOR device

Most DOOR devices — locks, readers, the Intercom, the Hub, and Smart Home devices — go through the same core activation flow in the DOOR App: you add the device, bind it to a door or location, let it run its on-screen setup, and verify it works. The Latch Camera is the exception: it is not added with Add a device, but instead pairs to a door that already has an activated device — see Activating a Latch Camera below.

This guide covers that shared flow. For the hardware steps specific to your device — drilling, wiring, mounting, batteries — follow that device's installation article and the printed installation guide in the box.

About activation

Activation is done from the DOOR App, not from DOOR OS. DOOR OS is where doors, units, and keys are created; the app is where a physical device is bound to one of those doors and brought online. You activate one device at a time, standing at the device, with the app on your phone.

A few things are true across all devices:

You need device management permissions at the property. A Portfolio Manager grants these; the invitation lets you create a DOOR account and download the app.
The device must be physically installed and powered before activation. Battery devices need at least 20% battery to complete setup.
Activation binds the device to a door. If the door already exists in DOOR OS, you assign it; if not, you can create it during activation.
Networked devices (Latch R2, Latch Intercom, DOOR Hub) ask how they should reach the internet during setup. Offline Bluetooth locks (the C and M families, eGenius) do not connect to a network — they receive credentials and schedules later through a Door Sync.
The Latch Camera does not use the Add a device flow at all. It pairs to a door that already has an activated device — see Activating a Latch Camera below.

Before you start

Confirm the property management or install team has completed the pre-installation steps to bring the property and its doors online.
Make sure your account has device management permissions at the property where you are installing.
Install the DOOR App and update it to the latest version.
Know whether the doors already exist in DOOR OS or you will create them during activation.
Finish the physical installation, and confirm battery devices have at least 20% charge or that wired devices have power.

Steps

Open the DOOR App, go to Devices, and make sure the Doors tab is selected.
Tap Add a device, then scan the device's QR code or enter its serial number manually.
Assign or create the door. Select an existing Door Name to bind the device to a door already created in DOOR OS, or create a new door by entering a name and door type and tapping Create, then select it from the list. For details, see Creating doors.
Choose how the device connects, if prompted. Networked devices (R2, Intercom, Hub) ask for the connection method during setup — follow the prompts for that device. Offline Bluetooth locks skip this step.
Run the on-screen setup. Select the firmware version when prompted and tap Start. The device updates and configures itself — this can take 10–15 minutes. Do not step away from the device or leave the DOOR App during this time.
Test the device. For a lock, tap Tap to unlock, confirm the door unlocks and opens, then confirm it re-locks as expected before securing the door. For other devices, follow the verification step shown in the app and in that device's installation article.

Note: Some devices need extra configuration after these steps — for example, the Latch R2 relay mode (normally open / normally closed / panel) and re-lock time. Complete any device-specific configuration the app prompts for before you leave the door.

Activating a Latch Camera

The Latch Camera is the exception to the flow above. You do not add it with Add a device — it pairs to a door that already has an activated device. Activate that door's device first, then:

In the DOOR App, go to Devices and select the Doors tab.
Select the door the Camera will serve. The door must already have its device activated — the Camera cannot pair to a door with no activated device.
Tap Pair Camera.
Enter the Camera's MAC address — not its serial number.
Wait until the Camera's status LED is solid blue before pairing. A solid blue LED means the Camera is fully booted and connected; pairing fails if you try before then.
Confirm the pairing.

For the full Camera installation, PoE requirements, and which door type it pairs to, see Installing Latch Camera.

Deactivating or swapping a device

To remove a device or replace it with another on the same door:

Confirm you are a manager and hold a key with access to that door. You cannot deactivate a device on a door you do not have access to — ask an administrator to assign you the key if needed.
In the DOOR App, go to Devices, select the door, and tap Deactivate. This removes all access from the device and disassociates it from its door.
To install a replacement, activate the new device on the same door using the steps above. Keep the door name unchanged so existing access continues to work for the people assigned to that door.

If it didn't work

The QR code won't scan. Enter the device's serial number manually instead. Check that the code isn't damaged or obscured.
Setup stalls during the firmware step. Stay at the device and keep the app open — the update can take up to 15 minutes. If it fails, confirm the battery is above 20% (or the device has power) and retry.
The device shows offline after setup. For networked devices, recheck the connection method you chose and the network requirements for that device. See Network requirements for DOOR devices.
You can't deactivate the device. You don't hold a key with access to that door. Have an administrator assign you one, then retry.

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