Why Can't I Connect To My Lock?

Section: Doors & AccessCategory: TroubleshootingGuide4 min read

Summary

This article helps residents troubleshoot when the Grata app cannot connect to a smart lock or the lock does not respond.
Connection issues are commonly caused by Bluetooth being off, missing phone permissions, being too far from the lock, poor range, app sign-in issues, low phone battery, lock battery issues, or building and access permissions. Some lock behaviour may vary by building, lock model, access hardware, and resident permissions.
Property management controls resident access permissions and may need to confirm building or lock setup if normal troubleshooting does not resolve the issue.
Use this guide when the app cannot reach your lock, Digital Key does not connect, or the door does not respond to app-based access.
Check 1: Make sure Bluetooth is on▾
  • Bluetooth may be needed for the phone to communicate with nearby locks and readers.
  • Turn Bluetooth off and back on in your phone settings.
  • Fully close and reopen the Grata app, then try again near the door.
  • Stand directly beside the suite door or supported access point before retrying.
  • On Android, Bluetooth access for apps may appear as Nearby devices permission rather than Bluetooth.
Check 2: Confirm Grata has the right phone permissions▾
  • The Grata app may need Bluetooth or Nearby Devices permission to connect to supported locks.
  • On i Phone, open Settings, scroll to Grata, and confirm Bluetooth is allowed. Also check Settings > Privacy & Security if permissions were reset.
  • On Android, open Settings > Apps > Grata > Permissions and allow Nearby devices, Bluetooth, or related permissions shown for your phone.
  • If you recently changed permissions or updated the app, fully close and reopen the Grata app before trying again.
  • See Bluetooth Not Working for phone-level permission checks.
Check 3: Stand closer to the lock▾
  • Some locks need the phone to be close enough for Bluetooth communication.
  • Stand directly near the suite door or supported access point — not down the hall, inside an elevator, or on the other side of a thick wall.
  • Avoid trying from too far away or through metal doors, stairwell cores, or other materials that can block signal.
  • Range can vary by phone model, lock hardware, door material, and building setup.
  • See Bluetooth / Range Troubleshooting if unlock only works when you are very close.
Check 4: Check your account and access permissions▾
  • Confirm you are signed into the correct Grata account for your unit.
  • Confirm your building and unit profile look correct in the app.
  • If access was recently added, removed, or changed, it may need time to sync before the lock responds.
  • If expected doors or Digital Key are missing, your permissions may not be enabled yet.
  • Property management controls resident access permissions and may need to confirm your access if the door is missing or not responding.
Check 5: Refresh the app and try again▾
  • Fully close and reopen the Grata app — not only minimize it.
  • Confirm your phone has an internet connection when the app needs to load or refresh access information.
  • Make sure your phone battery is not critically low, which can affect Bluetooth performance.
  • Try again while standing near the lock.
  • If available, use another approved access method while troubleshooting, such as a PIN, fob, physical key, front desk, security, or your building's lockout process.
  • See What Happens If the Lock Battery Dies? if the lock keypad is completely unresponsive.
Check 6: When to contact property management▾
  • Contact property management if no approved access method works after you follow the checks above.
  • Contact property management if the lock never responds, your access or PIN does not work, or your unit or building information looks wrong in the app.
  • Contact property management if the issue only happens on one specific lock or door while others work normally.
  • Property management may need to confirm your permissions, the building setup, the lock hardware, or escalate a technical issue to Grata.

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