This guide helps you resolve common issues with the Noke smart entry app, including password resets, facility access, and initial setup.
Reset the Noke password
If the customer has forgotten their password, they can reset it within the Noke app as below:
Open the Noke app.
Tap the login screen and select Forgot password.
Follow the instructions to receive a reset link/code.
Set a new password and log in.
Fix facility access issues
Work through these checks in order:
Confirm the customer is logged in to the app.
Check they are accessing during your opening hours. Noke access is configured to match your opening hours.
Turn on Bluetooth and Location services on the customer’s device.
Ask the customer to stand next to the entrance door or unit to ensure Bluetooth range.
Confirm the customer has internet connectivity. Provide your site Wi‑Fi password if applicable.
If the app is unresponsive or freezes, log out and then log back in.
💡 If issues persist after these checks, ask the customer to restart their phone and reopen the app.
No initial Noke text received
When a unit is first assigned in Stora, the customer should receive a text with a link to the app and an initial login code. If they didn’t receive it, follow these steps:
Correct the mobile number in Stora:
Open the customer profile, click Edit Contact, update the phone number, then select Update Contact.
Deallocate and re‑allocate the unit to trigger a new sync with Noke and resend the text.
If the number is already correct:
Ask the customer to download the app:
Install Noke for Apple
Install Noke for Google Play
In the app, perform a password reset to gain access.
💡 Double‑check the country code and number format before re‑allocating the unit.
Escalate to Noke support
If onsite Noke equipment issues continue or the app shows unexpected errors after completing the steps above, contact Noke: