Why am I blocked from logging in on a new device?

DOOR properties can limit how many devices can be signed in to your DOOR account at the same time. If you've reached your property's limit and try to log in on another device, you'll see a "Session limit reached" error and won't be able to complete the new login.

Your existing sessions stay active — nothing changes on the devices you're already signed in on.

Your property's session limit can be set anywhere from 1 to 10 devices.

Your phone and Apple Watch may count as separate sessions depending on how your Apple Watch is set up.

How Apple Watch sessions are counted

Your Apple Watch only counts as a separate device if you sign in directly on the watch by opening the DOOR Watch App and entering your email address and password.

If your Apple Watch is set up through the DOOR App on your iPhone using companion mode, it does not count as a separate session. In companion mode, signing in to the DOOR App on your phone automatically signs your watch in as well.

For example:

iPhone only = 1 session
iPhone + Apple Watch in companion mode = 1 session
iPhone + Apple Watch signed in directly = 2 sessions

What happens when you reach your session limit

If you're already signed in on the maximum number of devices allowed by your property and try to sign in on another device, you'll receive a "Session limit reached" message and won't be able to complete the login.

Your existing sessions remain active.

If your property changes its session limit and the new limit is lower than the number of devices you're currently signed in on, extra sessions may be signed out to bring your account within the new limit.

How to switch to a new device

If you've reached your session limit and want to use a different device:

Log out of the DOOR App on a device you no longer want to use.
Open the DOOR App on your new device.
Sign in using your current email address and password.

Once the previous session has been ended, the new device can use that available session.

If you can't access or log out of your old device

If you lost your old device, can't access it, or don't remember your password:

On the DOOR App login screen, tap Forgot password?
Enter the email address associated with your DOOR account.
Open the password reset link sent to your email and create a new password.
Completing the password reset signs you out of all active sessions.
Sign in on the device you want to use with your new password.

Note: Resetting your password signs you out of every active session across all devices. Make sure you're ready to sign back in before completing the reset.

Frequently asked questions

Why was this change made?

Property management teams need to know who is entering a building. Session limits help tie account activity to the people who should have access. The exact number of simultaneous sessions allowed is chosen by your property.

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 resident invite sent to that person's email address.

I got a new phone — how do I transfer my access?

Log out of the DOOR App on your old phone and sign in on your new phone.

If you no longer have access to your old phone, reset your password. This signs you out of all active sessions so you can sign in fresh on your new device.

Does my Apple Watch count as another device?

It depends on how you're using it.

If you signed in directly to the DOOR Watch App using your email address and password, the watch counts as a separate session.

If your watch is connected through the DOOR App on your iPhone using companion mode, it does not count as a separate session.

Does this affect my Doorcodes or Latch Keycards?

No. Your Doorcodes and Latch Keycards continue to work regardless of your DOOR App login status.

I'm getting a "Session limit reached" error but I'm not aware of another active session. What should I do?

You may still be signed in on a previous phone, tablet, or directly on an Apple Watch.

If you can't access those devices to log out, reset your password to clear all active sessions and then sign back in on the device you want to use.

If the issue continues, contact support@door.com or call (888) 808-0670 for further assistance.

For property managers: what your residents may ask

Property managers can set their property's resident session limit in:

DOOR OS → Manage Settings → Access Settings → Resident Login Limits

The limit can be set from 1 to 10 devices.

Lowering the limit may sign residents out of extra active sessions so their account complies with the new limit.

Keep in mind that setting the limit to 1 can make it more difficult for a resident to switch devices if their current device is lost, damaged, or otherwise inaccessible. In that situation, the resident may need to reset their password to clear their existing session.

Residents may contact you after receiving a "Session limit reached" error. The key points to share are:

This is an intentional platform feature, not a bug.
The number of simultaneous sessions allowed is determined by the property.
Residents can free a session by logging out of another device.
If they can't access the other device, resetting their password clears all active sessions.
Each household member who needs DOOR App access should have their own DOOR account.

Need more help? Contact us at support@door.com or (888) 808-0670.

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Concurrent Session Limit Change