Who this is for: Hosts and Cleaning Companies at a home that uses Latch.
What are Latch and Door?
Latch is the smart lock hardware on the home's door. Door is the brand and the app for that lock. You normally get in with your phone through the Landing Host App, or with a one time code. The Door app is only needed in a couple of cases, which are covered below.
The lock is not motorized, so unlocking with the app or a code powers the lock, and you then turn the thumb turn by hand to open the door. There is usually no physical key.
Property access: How do I get into the building with Latch?
If the building entrance is through latch, you will need to use a one time code from the Host App.
Open the job in the Landing Host App and tap "View Access Codes."
Tap "View Code" for the Property Entrance.
Enter the code on the lock at the building entrance.
The code works only for the length of the job and stops working once the job is over.
Home access: How do I get into the home with Door?
Video:
How do I set up Latch in the Host App the first time?
The first time you use Latch through the Host App, you verify your account. After this, you go straight to unlocking.
Start the job in the Host App and tap "Unlock Door with App."
Tap "Get Started."
Check the email shown is the personal email you use to sign in to the Host App, then tap "Send verification code."
Open that email, then enter the code.
Tap "Agree" to accept the Terms of Service and Privacy Policy.
Read the unlocking and locking instructions, then tap "Continue" through them.
Tap "Go to settings" and turn on Bluetooth. Bluetooth has to stay on the whole time you are unlocking through the app.
How do I get in with the Host App?
Tap "Unlock Door with App," then tap the lock listed for your home.
Hold your phone near the lock and tap "Unlock." A circle of lights appears on the lens when the lock is ready.
Turn the thumb turn to pull back the deadbolt and open the door.
How do I get in with the daily door code?
If the app will not unlock the door, use the one time code from the same job.
Tap "View Access Codes."
Tap "View Code" for your home. The building entrance is listed here too as Property Entrance.
Enter the code on the lock.
The code works only for the length of the job.
How do I lock up when I leave?
Turn the thumb turn to lock the door before you leave. Some locks also lock on their own.
If the app is not working
This is for when the app or the unlock will not work. If the lock itself is dead, blocked, or broken, use the sections below instead.
Use the daily door code instead. Tap "View Access Codes," tap "View Code" for your home, and enter it on the lock.
If you still cannot get in, take screenshots of what you see and start a chat with Landing. Send the screenshots so Landing can see the error.
If the lock stops accepting your code or app
The lock locks itself down after too many failed attempts. Around 20 wrong code or keycard entries stop the keypad from accepting codes for 5 minutes, and repeated failures can stretch that to 25 minutes. Repeated failed phone unlocks can block app unlocking for 5 minutes as well.
To get in:
Start a chat with Landing. Tell them the home you are in and that Latch is blocked.
Landing will give you access to the Door app. This is the standalone app for the lock, separate from the Landing Host App.
Open the lock with the Door app using either Bluetooth or NFC. NFC is the tap to unlock method. Unlocking successfully with either one clears the block.
The lock also stops blocking on its own after 5 minutes, so you can try the correct code again if you prefer to wait.
If the lock has no power or a dead battery
You can tell the lock has no power when you tap the lens and the numeric lights do not come on at all.
A dead lock is Landing's to fix, not the property's.
Start a chat with Landing and report that the lock has no power.
Landing will schedule a job and get you a power bank to jump start the lock. A jump start uses a Qi power bank of at least 5,000 mAh to power the lock long enough to open it.
Hold the power bank flat against the center of the lens. Move it around slightly until you hear a buzz or click and the numeric lights come on.
Keep holding it against the lens, then unlock the lock. You will hear a click when it unlocks.
Turn the thumb turn to pull back the deadbolt and open the door.
Replace the batteries. The lock uses 6 AA non rechargeable batteries, all the same brand, installed the right way round. Duracell is recommended.
Update the lock in the Door app. This is required after any battery change, and it has to be done in the Door app, not the Host App.
If the jump start does not work and the batteries are dead, the lock has to be drilled. Landing arranges a locksmith for this.
If the lock is physically broken or jammed
Signs of a physical malfunction:
The lights come on and you hear the click, but the deadbolt will not pull back.
The thumb turn is stuck, crunches, or will not turn.
The door will not open about 10 seconds after a successful unlock.
Do not force it. Start a chat with Landing and report a physical malfunction. A broken lock is Landing's to fix, not the property's, and it may need a locksmith.
Returning keys
A home with Latch uses a code or app, so there is usually no key to return.