DOOR now limits each account to one active login on the DOOR App and DOOR Watch App at a time. This change was made at the request of property management to improve building security and access accountability.
If you try to log in on a second device while already logged in somewhere else, you'll see an error message and won't be able to complete the login. Your existing session on the first device stays active — nothing changes there. To switch devices, you'll need to reset your password first.
Who this affects
This limit applies to Residents, Guests, and Tourers using the DOOR App (iOS or Android) or the DOOR Watch App.
It does not apply if your account has any of the following roles on any property:
- Property Manager
- Portfolio Manager
- Maintenance Staff
- Staff or Installer key membership
What happens when you try to log in on a new device
If you're already logged in on one device and attempt to log in on another, you'll receive an error message blocking the new login. Your current session on the original device is unaffected.
How to switch to a new device
To move your active session to a different device, simply log out of the existing session in your current device and log back into your account in the new device with your current credentials (email address and password).
If unable to log out of your existing session or unable to remember your password:
- Reset your password. Go to the DOOR App login screen, tap on Forgot password?, and fill out the email field with your account’s email address (the one you use to log into the DOOR App). A password reset link will be sent to your registered email address.
- Complete the password reset. Following the link and confirming a password reset will automatically sign you out of all active sessions.
- Log in on your new device using your updated password.
Note: Resetting your password signs you out of every active session across all devices. Make sure you're ready to log back in before you begin.
Frequently asked questions
- Why was this change made? Property management teams need to know that the person entering a building is the account holder. This limit ensures that each account corresponds to one active user on one device.
- I share my account with a family member in my unit — what should we do? Each person who needs DOOR App access should have their own account. Contact your property manager to have a separate guest or resident invite sent to the family member's email address.
- I got a new phone — how do I transfer my access? Reset your password (see steps above). Once the reset signs you out of your old device, you can log in fresh on your new phone.
- Does this affect my Doorcodes or Latch Keycards? No. Your Doorcodes and Latch Keycards continue to work regardless of your app login status.
- I'm getting a login error but I'm not aware of another active session — what do I do? This can happen if you previously logged in on another device and forgot to sign out. Reset your password to clear all sessions, then log back in. If the issue persists, contact support@door.com or call (888) 808-0670 for further assistance.
For property managers: what your residents may ask
Your residents may contact you if they encounter the login error before seeing this article. The key points to share with them:
- This is an intentional platform change, not a bug.
- The fix is a password reset — it clears all sessions and lets them log in fresh on any one device.
- Each household member who needs app access needs their own DOOR account. Coordinate with your DOOR account manager if you need to issue additional invites.
If you have questions about how this interacts with your property's key configuration or access policies, contact your DOOR account manager directly.
Related articles
- How do I reset my DOOR password or fix login issues?
- How do I invite a guest?
- Log in to the DOOR App for the first time
- I'm locked out of my door — what do I do?
Need more help? Contact us at support@door.com or (888) 808-0670.