Select your region or visit global site

Open navigation

My phone key is registered and available in the iLOQ S50 app, but the lock doesn’t open with the phone key. What should I do?

See the list below for information and troubleshooting tips:

  • You need to have the NFC function enabled on your phone. You can check this in the settings of your phone.
  • The NFC antenna may be in different places depending on the phone model. To check the location of the NFC antenna, refer to your phone’s operating instructions or contact the manufacturer. See the pictures below for NFC antenna location information of selected phone models.
  • Phone covers/cases may prevent the phone key from working properly. Remove the case/cover and try again.
  • Check that that your key has not expired. If your key has expired, the name of the locking system is shown in yellow followed by a yellow triangle. You will then need to refresh your keys from the server. Press the name of the locking system in the Locking Systems view to go to the Locking System Details view. In this view the Key Refresh Status tells you if you need to refresh your key right now or shows the time remaining after which you need to refresh it. To refresh the key from the server and reset the expiry interval counter for the displayed locking systems, press REFRESH.
  • Make sure you have a mobile network or Wi-Fi available (this is not always needed but if your key has a pending update/refresh request a network connection is necessary). Also, if the lock is configured to require online authentication from the key, the phone must have a network connection when opening a lock.
  • Time and date must be set to automatic on your phone, manually changing them can result in your key not working.
  • Restart your phone and try again.
  • Remove the iLOQ S50 app from your phone, and then install it again.

Note: After removing and reinstalling the app you need to ask for a new key registration link from your administrator.

Examples of NFC antenna location in select phone models:

A picture containing mobile phone, gadget, electronic device, portable communications device

Description automatically generated

A picture containing mobile phone, gadget, electronic device, portable communications device

Description automatically generated

Seritag, a supplier of NFC tags maintains a list of NFC antenna locations of different phone models on their website at

For a comprehensive list of the NFC detection areas of Samsung phones go to

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article

Didn't find what you were looking for?

Submit a ticket