Once your Latch device has been installed (link to install) and your account has been created through the management platform, Door Web, you’re all set to begin using your Door App and Latch Device.

If this is your first time receiving Door access, you’ll receive a Door invitation e-mail to guide you through creating your password and finishing setting up your Door account (otherwise, you’ll see the doors added directly to your existing Door account).

Downloading the Door App

When you’ve created your password, download then open the Door App (iOS, Android) and log in using your new password. You'll want to ensure your Bluetooth and Location services are toggled 'On' and that you've enabled permissions for the Door App to access both. 

Supported and Recommended Phones

If you do not see the Door App in the United States App Store or Play Store, your device may not be fully supported and you may encounter reduced functionality.

Supported iOS Devices

Door App is currently supported on devices running iOS 13 and above. Please refer to Apple’s Supported iPhone Models for more device information.

Supported Android Devices

Door App is supported on devices running Android 6 and above. While the Door App is available on many Android devices, we recommend Samsung flagship models and Google Pixel devices. 

If you are logged into the Door App and would like to change your password, please follow the steps below.

1. Select the menu (three lines in the top right-hand corner).
2. Select 'Edit Profile,' and choose 'Change My Password.'
3. Once you input the current and new password (Please make sure your password is at least 12 characters long but no more than 1024 characters long), select 'Save'

If you've forgotten your password or aren't able to log in, please review the steps in this article.

It's easy to invite and manage your guests within the Door App. To do so, tap 'Access' followed by 'Let Someone In.' Next, choose the type of Guest Access you'd like to provide. 

Sending and Revoking Door App Access

To grant Door App access (which will send your Guests an invitation via e-mail to download and use the Door App), follow these steps:

• Go to 'Access,' then 'Manage Guests,' and select 'Let Someone In.'
• Tap 'Send App Access.'
• Select the Doors you want to provide access to and click ‘Next.’
• Choose a start time (up to one year in the future).
• To set an end time, toggle the ‘Set end time’ button and select an end time.
• If no end time is selected, your guest will have permanent access until you revoke it and perform a door update.
• Enter your guest's information (email only for Door App access).
• To invite multiple guests, select 'Add guest.'
• For service orders, toggle on 'Is this a Service Order' and add related notes.
• Review all information and select 'Continue'
• If successful, you will receive a ‘Success’ message, and your guest will receive an email from no-reply@latch.com with login details.

Note: If your guest plans to use the doorcode, a door update is needed before their visit. The door will update automatically if your guest unlocks using the Door App, syncing the doorcode to the Latch device.

To revoke your guest's Door App access, follow these steps:

• Go to 'Access,' then 'Manage Guests,'
• Choose the guest whose access you'd like to revoke.
• Select 'Revoke Access' at the bottom of the screen and confirm your selection.
• Perform a door update on your door (if the Latch device is a residence door or is not internet connected (if a communal door) the access will not be removed until a door update is performed).
• Go to 'Access'.
• Select 'Manage Guests'
• Choose the guest whose access you want to revoke.
• Select 'Revoke Access' at the bottom of the screen and confirm your selection.
• Perform a door update on your door (if the Latch device is a residence door or is not internet connected (if a communal door) the access will not be removed until a door update is performed).

Sending Doorcodes (cannot be revoked)

Daily doorcodes can be sent to temporary guests for either the rest of the day (expiring tonight at midnight) or tomorrow at midnight with the option of expiring 15 minutes after first use. To grant a daily doorcode:

• Go to 'Access,' then 'Manage Guests,' and select 'Let Someone In.'
• Choose 'Send doorcode' and select the Doors you want to provide access to.
• Tap 'Today' if you'd like the doorcode to expire at midnight tonight or tomorrow if you'd like it to start at Midnight (12 AM) tonight and expire at midnight tomorrow (24 hr access).
• Importantly, because you cannot revoke daily doorcodes, choose whether you'd like the doorcode to expire 15 minutes after first use.
• Enter your guest's information (you can send daily doorcodes via text message or e-mail).
• If you'd like to invite multiple guests, select 'Add guest' 
• If it's a service order and you'd like to add notes related to the visit, toggle on 'Is this a Service Order.'

Note: Extending the deadbolt on Latch M disables daily or 15 minute Doorcodes from being used until it is retracted.

Due to a feature introduced by Apple since watchOS 10, Apple Pay may pop up when your Apple Watch is close to an NFC reader, like your Latch Device. 

To address this, try keeping your Apple Watch slightly further away from the lock or let the unlocking process proceed while the Apple Wallet interface is displayed. This should help you avoid any interference.

We're closely monitoring the situation and eagerly awaiting any updates from Apple. For any questions, feel free to reach out to us at doorman@door.com.

Latch C

To lock Latch C, simply tap the center of the black circle to lock.

Latch C2

To lock Latch C2, simply turn the thumb turn towards the door frame.

Latch M

Latch M automatically locks 10 seconds after unlocking.

E-Genius Powered by Latch

E-Genius devices auto-lock after 10 seconds (without engaging the deadbolt) but you can engage the deadbolt by pulling up on the handle for added security.

Latch R

Latch R automatically locks after 5 seconds or 10 seconds depending on how it's configured at your property.

Concierge Pro (formerly Delivery Assistant) provides properties with a 24/7 personalized, virtual doorman and access solutions for deliveries. Concierge Pro facilitates access for your trusted delivery personnel and alerts you via text or phone notification when you have a package waiting. 

How does it work?

Concierge Pro connects your Latch Intercom and associated door with trained service representatives. Upon arriving at your property, the package courier will use your Latch Intercom to contact our Virtual Doorman, who will verify the caller's identity. If approved, our Virtual Doorman grants the caller access and, if a Latch Camera is installed, monitors the package drop off in the package room. Once your delivery is complete, Door sends you a notification so you can retrieve the package at your convenience. We use a highly-trained security operations firm with over a decade of experience to monitor your building.

I'm not getting text notifications for package deliveries or need to change the phone number used for my notifications.

Please verify the phone number associated with your Door account. For additional help, or if you need to update your phone number, contact your Property Manager.

Can I get notifications to more than one phone number?

Notifications are sent to the phone associated with your Door account. At this time, only one phone number can be associated with a Door account.

I can’t open the package room - what can I do?

If you're not able to perform an unlock at the package room door with the Door App, your doorcode, or Door Keycard (if you have one), we recommend reaching out to your property management team for assistance.

I received a delivery notification, but when I checked the package room there was no package - what can I do?

If you received a notification and did not have a package waiting for you, please verify the tracking and shipping information from your courier to confirm that the details match your delivery notification date. If you cannot locate your package, please reach out to your Property Manager to see if they have additional information. If you’re still unable to locate your package, consider filing a claim with the courier responsible for delivering your package.