Support
We are here to help residents, property managers, and concierges get the most out of Latch. Most questions are answered below; for anything else, our team responds within one business day.
Contact us
Emailhello@latch-hq.comBest for billing, account, and bug reportsWeb formSend a structured requestBest for feature requests, demo bookings, sales
Response time. Tickets received during 9:00 AM - 6:00 PM PT, Monday to Friday are answered the same day. After-hours and weekend tickets are answered the next business day. For urgent building emergencies (flood, fire, security), call your concierge or 9-1-1 - Latch is not staffed for emergency response.
Frequently asked questions
The fastest answer is often already here.
How do I get an account?
Latch accounts are created by your property manager. If your building uses Latch and you have not received an invitation email, contact your strata council or property manager and ask them to invite you. Once invited, follow the link in the email to set your password.
I forgot my password.
Open the app or website and tap "Sign In". On the password field, tap "Forgot password". Enter your email and we will send you a reset link. The link expires in 60 minutes.
How do I book an amenity?
In the app, open the Amenities tab, choose the amenity, pick an available slot, and tap Book. Some amenities require manager approval before the booking is confirmed; you will see the status as "Pending" until approved.
How do I report a maintenance issue?
Open the Service Requests tab and tap the plus icon. Pick a category, describe the issue, and attach a photo if helpful. The concierge or property manager triages the request, and you can track status updates in the same tab.
I am moving out. What do I do?
Open the Service Requests tab, choose Move Out, and follow the booking flow. You will need to reserve the service elevator and submit a forwarding address. Your property manager may require additional move-out forms specific to your building.
Can I delete my account?
Yes. Open the app, go to Profile, then Settings, then Delete Account, and follow the confirmation steps. You can also visit our Delete Account page for a full walkthrough and answers to common questions about what happens to your data.
Why am I not getting push notifications?
Open iPhone Settings, then Notifications, then Latch. Make sure Allow Notifications is on. If you are still not receiving them, sign out of the app and sign back in - this re-registers your device with our notification service.
I am a property manager. How do I invite a new resident?
Open the Residents tab, tap Add Resident, fill in their unit number, name, and email, and tap Send Invite. The resident receives an email with a sign-up link valid for 7 days.
I am a concierge and I cannot post a notice.
Concierges can post notices for buildings they are assigned to. If you receive a permission error, ask your property manager to confirm your team assignment includes the building you are posting to.
Guides by role
Residents
Booking amenities, packages, service requests, payments, and notifications.
In-app guide available under Profile - Help.
Property managers
Dashboard, multi-building portfolio, work orders, team and roles, residents.
In-app guide available under Profile - Help.
Concierges and staff
Front desk workflow: packages, parking, access, service request triage.
In-app guide available under Profile - Help.
iOS and Android app
Crash, hang, or unexpected behaviour
- Force close the app and reopen it. Most transient issues clear on restart.
- Confirm you are on the latest version: open App Store, find Latch, and tap Update if available.
- Check that your iOS is 15 or newer (Settings - General - About - Software Version).
- If the issue persists, email hello@latch-hq.com with: your device model, iOS version, app version (Profile tab, scrolled to the bottom), and a screen recording of the issue if possible.