Door Access FAQ
What you can do
Mobile Unlock Not Working
Steps when Digital Key does not unlock the door, the Grata app does not connect to the lock, or mobile unlock fails unexpectedly.
What If My App Is Not Unlocking My Door
Diagnostic steps when the Digital Key button appears but the door does not respond.
PIN Not Working
What to do when your keypad PIN is rejected or does not open the door as expected.
Use Digital Key Offline
How Digital Key handles offline mode when your phone or lock has no network connection.
Hold Your Phone Near the Reader
Correct technique for presenting your phone to a Grata-supported Bluetooth reader.
Access Permission Error
What to do when the app shows an access error or the door denies entry with an explicit permission message.
Can I Access My Unit If My Phone Dies
Options for accessing your suite when your phone is out of battery.
What Happens If the Lock Battery Dies
How the lock behaves during low battery and what access options remain.
What Happens During a Power Outage
How Grata-supported locks handle power failures.
Details and helpful notes
Details and helpful notes
Good next articles
Start with these guides for common tasks, setup, and troubleshooting in this area.
Digital Key & offline access
Lock or Unlock a Door with the Grata App
Use this guide to lock or unlock doors and confirm access status.
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Use Digital Key Offline
Use this guide to unlock with Digital Key when your phone loses internet in the Grata Smart Living app. Digital Key may...
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Digital Key Overview
For **Digital Key** and reader-based unlocks, stand near the door or reader when prompted—**Digital Key** may work offli...
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What If My App Is Not Unlocking My Door?
If the Grata Smart Living app is not unlocking your door, work through Bluetooth, permissions, connectivity, proximity,...
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Can I Access My Unit If My Phone Dies?
Yes, if PIN access is enabled and you know your current PIN, you can unlock your door from the keypad without using your...
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Common areas & intercom
Unlock Intercom and Common Area Doors with the Grata App
Unlock lobby, intercom, elevator, and other shared doors from Common Areas—review LIVE entry screens when shown, then ta...
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View Your Intercom PIN
Use this guide to set up, enter, or troubleshoot PIN-based door access.
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Organize Common Area Doors on the Home Screen
Use this guide to complete resident tasks in the Grata app.
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PINs & Manage Access
PIN Troubleshooting in the Grata App
Fix common PIN issues—wrong codes, unresponsive keypads, missing My PIN, expired guest PINs, sync delays, and temporary...
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My PIN Is Not Working
When your PIN won't open the door, confirm the correct code in Manage Access, wake the keypad, check for lockouts or exp...
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View or Find Your PIN Code
Check your current door PIN from Manage Access — and create a new one if you've forgotten the old.
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Change Your Suite Lock PIN Code
Change your suite lock PIN from Manage Access in the Grata Smart Living app. You may need to stand near your unit lock s...
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Lock or Unlock Door with a PIN Code
Unlock your door with your PIN when your phone isn't an option — wake the keypad, enter your code, press #, and you're i...
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PIN Code Security
Keep PIN access secure—keep your resident PIN private, use guest PINs for visitors, change your PIN when needed, and rem...
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Keep Your Access Information Private
Treat your PIN, Digital Key, and guest credentials like house keys—use approved guest tools instead of sharing personal...
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Manage Access Overview
Manage Access is home for My PIN, Intercom PIN, co-residents, and guest invites—open the linked article for each task.
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Bluetooth, lock & power
Bluetooth / Range Troubleshooting
If mobile unlock is inconsistent, the issue is often Bluetooth, phone permissions, distance from the lock or reader, or...
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What Happens If the Lock Battery Dies?
If your smart lock battery dies, app unlock and PIN access may stop working—use a physical key or mechanical backup if y...
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What Happens During a Power Outage?
During a power outage, suite locks, PINs, app unlocks, intercoms, and elevators may behave differently depending on your...
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Access Permission Error
If you see an access permission error, your account may not have the right building, unit, role, or access permissions e...
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Feature Missing From the App
If a feature is missing from the Grata Smart Living app, it is usually because your building has not enabled that featur...
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Guest access links
Guest Access FAQ
Guest PIN vs Guest App, limits, building reach, removing access, and fixing invites that never arrive.
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Guest Access Overview
Give visitors their own Guest PIN or Guest App access instead of sharing your personal PIN.
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Add a New Guest in the Grata App
From Manage Access, choose Guest App or Create Guest PIN when adding a new guest.
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Orientation
Access & Doors Overview
Digital Key, Common Areas, Manage Access, PINs, guests, offline unlock, and door troubleshooting—start here for any acce...
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Grata App Overview
Orientation to the Grata Smart Living app—access, bookings, requests, notices, devices, and what your building enables.
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More FAQ
Does Bluetooth Always Need to Be On?
Bluetooth does not need to be on for every app feature, but may need to be on for nearby door unlock — here's how it wor...
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How Do I Unlock My Door?
Your available unlock methods depend on your building setup. You may be able to unlock with the Grata Smart Living app,...
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Who Controls My Access?
Property management controls your access permissions — Grata reflects the building setup; contact your building team if...
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More troubleshooting
Bluetooth Not Working
Use this guide to complete resident tasks in the Grata app.
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Why Can't I Connect To My Lock?
If the app cannot reach your lock, check Bluetooth, permissions, range, account access, and lock battery — these checks...
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