ElevateOS & Latch Integration: Property Manager Guide

For: Property managers and on-site staff

This guide covers how Latch mobile keys work for residents through ElevateOS, what property managers do in Latch Manager, and how to handle common issues. Use it as a reference when onboarding a building to Latch or troubleshooting a resident's access.

Background

Latch turns a resident's phone into a Bluetooth key for the doors they have access to in your building. Residents log in once with a one-time email code from inside the ElevateOS resident app, then unlock over Bluetooth — no separate Latch app needed, and unlocks work offline.

Most of the work happens in Latch Manager, not in ElevateOS. ElevateOS reads each resident's lock list from Latch and exposes it inside the resident app. User creation, door assignment, and account deactivation are all handled in Latch Manager.

What residents see

Inside the ElevateOS resident app, residents get:

A list of accessible locks pulled from their Latch account
Bluetooth unlock that works offline once they're logged in
The option to favorite frequently used locks

Residents do not need to install the standalone Latch app.

How resident login and unlock work

The first time a resident uses Latch in the ElevateOS resident app:

They enter their email.
Latch sends a one-time verification code to that email.
The resident enters the code in the app.
The app stores their access token securely on the device.

For day-to-day use:

The resident approaches a lock.
They tap the lock in the app, or use a favorite shortcut.
The phone sends the unlock payload over Bluetooth and the lock opens.

Bluetooth and location permissions must be granted to the resident app, but no internet is required at unlock time once the resident is logged in.

What property managers control

Latch user lifecycle and door permissions are managed in Latch Manager, not in ElevateOS. There is no per-resident Latch section on the ElevateOS resident profile — door permissions live entirely in Latch Manager.

Day-to-day, in Latch Manager:

Create residents with the same email address that's in ElevateOS
Assign door access to each resident
Disable residents when they move out

ElevateOS reads from this configuration; it does not write to it.

Resident requirements

For Latch to work for a resident:

They have Current status in your PMS
They've been added in Latch Manager with the email address that's in ElevateOS
They've been assigned at least one lock in Latch Manager
They've granted Bluetooth and location permissions to the ElevateOS resident app
They've completed the email verification login inside the resident app

Best practices

1. Email is the link

Latch login is email-based. Mismatches between Latch Manager and ElevateOS are the most common source of failure. When you change a resident's email in one system, change it in the other.

2. Manage doors in Latch Manager

Door and lock assignments live in Latch Manager. Don't look for door pickers in ElevateOS — there aren't any.

3. Build move-out discipline

Disable the resident in Latch Manager as part of your standard move-out process. ElevateOS will not auto-revoke access.

4. Set onboarding expectations

When a new resident moves in, tell them:

Their phone is their key — no separate Latch app needed
They'll log in once with a one-time emailed code, then unlock works offline
They need to grant Bluetooth and location permissions to the ElevateOS app
A new phone means logging in again with a new email code

Troubleshooting

Resident isn't receiving the verification code. Confirm the email in Latch Manager matches the email in ElevateOS exactly. Check the resident's spam and promotions folders. Have them request a new code if too much time has passed — codes expire quickly.
Resident can log in but sees no locks. No locks are assigned to that user in Latch Manager. Assign at least one and have the resident refresh.
Bluetooth unlock fails at the door. Confirm Bluetooth and location permissions are granted to the ElevateOS app. Confirm the resident is within Bluetooth range of the lock. Toggling Bluetooth or restarting the app usually clears transient issues.
Resident's session expired and they're logged out. Latch sessions have a finite lifetime. Have the resident log in again with a new email verification code.
Resident still has access after move-out. Disable the user in Latch Manager. ElevateOS does not auto-revoke.

FAQs

Does the resident need the Latch app? No. Login and unlock both work inside the ElevateOS resident app.

Does unlock work without internet? Yes. After the email login, the credential is cached on the phone and unlock is Bluetooth-only.

How does the resident log in? They enter their email, receive a one-time code, and enter it in the app.

Can I assign or change door access from inside ElevateOS? No. Door and lock assignments are managed in Latch Manager.

How long does the resident stay logged in? Until their session expires. They can re-verify by email and continue.

What happens when a resident moves out? Disable them in Latch Manager. ElevateOS will not auto-revoke.