Contact Action

If you're an owner and you moved out and are renting to a tenant, per our policy your access is limited to certain doors within the building, and access to common areas is transferred to your tenant

If you're renting, contact your owner and ensure your lease renewal is up to date, as renters have keys that expire based on their the Rental Agreement Forms

Important Notes

1. If you've just purchased your property, congrats! The closing of escrow process should involve the title company providing your information to the property management company, and they should send you an invite to your email. If they did not do so, you can have the seller provide you access temporarily by inviting you as a guest (instructions here). Note that as part of the process for selling, they will be removed from the building, and that may end any guest access they provide to you, which is why it's important to ensure a seamless transition on timing so we can quickly get you the invite sent out as soon as possible, and that the request is made prior to escrow signing.

2. If for any reason you did not get access, you can ask for access by providing the information below including a copy of your property deed.

Email Action's Customer Care team with the following template you can modify:

Hi! I'm a Plant 51 (88 Bush Street) owner living at Unit XXXXX and I'd like to enroll the following people (on my deed or my children/dependents) into Door (Latch):

1. [First Name | Last Name | Cell | Email]

2. [First Name | Last Name | Cell | Email]

    Attached is a copy of my property deed that has my name on it. 

3. If you have a non-deeded boyfriend/girlfriend/partner/friend/etc staying with you, you can invite them as guests (instructions here) and they can still use their app and have access for as little or as much time (unlimited) as you'd like. The benefit of doing this is that in the event you no longer want them to access the complex, you have full control over revoking their access. Note: Guests will not be allowed to invite other individuals (similar to in real life where if you give a Guest a key, they cannot duplicate it and give it out to other people). This may be a challenge in situations like delivery services or maintenance where a one-time code or app invite could be generated. If that access is needed, they need to be considered tenants and have a tenant lease agreement form sent in. 

• If you are an owner and need to provide immediate, temporary access to to your tenant, their movers, or their guests, you have the ability to do so in the DOOR App, but you'll need to remember to revoke access or there may be conflicts once they have full access. For your unit you will still have to provide them the physical key as well, as the Latch system only covers the premise perimeters, not individual units.

  • If your tenant needs urgent access to let others in (e.g. movers, guests), you can provide the movers or guests with a limited time invite as well. This must be done through you and cannot be done through your property manager. We do not recognize property managers within the Latch owner system, property managers can only be added as guests.

• If your tenants need their own DOOR App access, you can provide it for them by contacting the property management company with the following template you can modify:

Hi! I'm a Plant 51 owner living at Unit [INSERT YOUR UNIT NUMBER HERE] who is renting out my unit to [INSERT TENANT NAME HERE] from [START DATE] to [END DATE] and I'd like to enroll them to have DOOR (Latch) access. 

(List your info and your household member's info as well)

[First Name | Last Name | Cell | Email]

[First Name | Last Name | Cell | Email]

• • Note: You must always send the Property Management company the latest lease agreement with tenants per the CC&Rs 

  • The databases are typically updated on a weekly batch upload, so use the guest access as a stopgap.

Note that you must fill in a move in-move out form and notify Action prior to a move or your DOOR access will not be granted and your owner may be fined.

Option 1

• You have the Door app, and as you supervise your move, you can help them gain access with the DOOR app.

Option 2

• You can invite movers to gain access themselves:

  • If they have a work or company email, they can be invited to download the DOOR app - this is the easiest way to get in (instructions here). The moving company individuals with the app can share a common login.

  • If they don't have an email, you can generate codes for them for relevant doors and entryways (instructions here) that can be handed out to them either on a sticky note or via text/email.

Things to note:

• Do not provide your movers your personal code to use. It's like giving them a key to your place that you can never take back. If this is noticed we will scramble the code.

• Doors and garage gates should not and can not be propped open. You are responsible for having supervision of your movers during this time. You or the movers can be designated to open and close the doors.

• Action may take time to respond, plan ahead accordingly

• If you've sent an email and didn't see the invite:

1. Check your spam and junk folder and whitelist no-reply@latch.com 

2. Download the Latch app and use the password reset functionality

3. There may be rare situations where your email may have been incorrectly entered, so confirm your email

• Check your spam and junk folder

For security and accounting of your safety in emergencies, please use your own unique email as a login.

• If there are three members of your household unit, you will need three separate latch account logins.  

• Make sure Action  has the first name, last name, unit number, phone number and email address of each primary individual on the property deed/lease agreement in the unit based on the instructions above.

https://support.door.com/hc/en-us/articles/40212854012695-How-do-I-revoke-guest-access 

https://support.door.com/hc/en-us/articles/40212509762583-How-do-I-invite-a-guest

Delivery drivers can page you and you can remotely let them in. 

DO NOT PROVIDE THEM YOUR PERSONAL CODE AS THAT MAY LEAD TO BUILDING ACCESS BEING COMPROMISED

There are a few ways:

1. Via the DOOR app which uses bluetooth

2. Stepping out of your car and entering your keycode onto the keypad. 

If you're coming from the inside the garage, your car's weight will trigger the sensors in the ground to open the garage.

https://support.door.com/hc/en-us/categories/26988500316183-Residents 

In-the-moment actions (if you're outside trying to get in)

1. Close the DOOR app and reopen - swipe to close iOS or force quit in Android

2. Bluetooth On - Turn it off and on

3. Airplane Mode - turn it on and off

4. Doorcode - use your doorcode to get in on the keypad.

5. iOS cache restart press the up volume, then the down volume, then the power, and swipe to close. Keep the phone off for 30-40 seconds, then turn it back on.

6. Android pt1: disable NFC background unlock temporarily 

7. Android pt2: Settings --> Apps --> Filter "Your Apps....System Apps" OK --> Bluetooth App --> Storage icon --> clear cache on the bottom --> Restart your device

Troubleshooting steps (when you have a bit more time)

1. DOOR App Delete/Reinstall - Delete the DOOR App and reinstall it from the app store

Try another door nearby to confirm it's due to the physical door

Technical issues with the specific DOOR keypad  - try another door

Technical issues with the whole Latch system (multiple doors not working)

In all cases - report the issue via a ticket in the Property Management portal system