Welcome to iLOQ Support

The iLOQ HOME mobile app works with iPhones with iOS version 15 or newer. 

 The iLOQ HOME mobile app is free to install from the App Store.

Note: you must have a valid Apple ID account on your device to install apps from the App Store. 

Note: you must install the app first before registration.

Before installing the app, make sure that:

1. Your phone is NFC compatible.

a. NFC is required for updating keys. The app can only be installed from the App Store on phones that support NFC. 

2. Your phone is not jailbroken.

a. Jailbreaking exposes devices to security threats. The iLOQ HOME mobile app cannot be installed and used in jailbroken devices.

3. Your phone operating system is running the latest available version. The iOS version must be 14 or newer.

a. This is to ensure your phone is protected by the latest security patches. For security reasons it is important to always keep the operating system updated to the latest version.

After installation, the app must be registered as a key to a locking system before it can be used.

1.1 Installing the app from iLOQ’s registration message, SMS

The locking system administrator will send you an SMS and an email. Start from the SMS.
 

1. Open the iLOQ registration SMS on your mobile phone.
2. Press the link to install the iLOQ HOME app.

This takes you to the iLOQ web page where you will find instructions and a download link for the
 iLOQ HOME app.

3. On the iLOQ HOME web page, choose App Store. 

This takes you to the App Store and shows the iLOQ HOME app.

4. Press Get.
5. Press Install.  
6. After the installation is finished, press Open.

Next, the app requires a verification code. The verification code is sent you via email.
 See chapter 2. Verification of the app.

Note: The verification code is valid for 120 hours only. If the verification is not completed within this time, then you will need a new registration message from you locking system administrator. 

1.2 Installing the app directly from the App Store 

You can also install the app directly from the App Store:

1. Open the App Store.
2. Search for “iLOQ HOME” and click the app icon.
3. Press Get.
4. Press Install.
5. Press Open.

Next, the app says Hello! and requires a verification . The verification code is sent to you via email at the same time as the installation SMS.

The iLOQ HOME mobile app must be verified with a one-time password (5-digit code). Your locking system administrator sends the password via email at the same time as the SMS.

Note: The verification code is only valid for 120 hours. If the verification is not completed within this time, you will need to request a new registration message from your locking system administrator.

Verify yourself as a user by following these steps:

1. Press again the same iLOQ HOME installation link in your SMS. A list of apps opens. 
2. Read through the Welcome introduction and press Start. 
3. Read through the Data privacy and End user License Agreement. Press I agree to continue.

Next, you must verify your account.

Note: If you do not find the email, try checking your email spam/junk folder. 

Now you have verified your iLOQ HOME app. Press Next to continue.

Before you can finish the verification and start using the app, you must create a personal PIN code. This will prevent others from opening your iLOQ HOME app.

1. Create a PIN code (4-digit) and click Save. 
2. Press Save to finish the verification.     

The main contacts of your building are listed in the Contact tab.

The list contains main contact details (phone number, email, street address, website) of the:

• Building Manager
• Locking System Administrator
• Maintenance

For example, if you need to contact the building manager, just press the phone number in the app and your phone starts calling to the number.

The keys that are in your possession are displayed on the Keys tab. The key information also shows which user a key belongs to when you have named the key.

5.1 Name your keys

To know which key belongs to whom, the main user can personalize the different keys.

1. Go to the Keys tab.
2. Press the key you want to name.
3. Press the Edit key (the pen in the top right corner). 
4. Name the key. 
5. You can also modify the avatar/icon of each key by pressing the plus-mark.
6. After making the changes, go back to the Edit key view by pressing the arrow in the top left corner ß 
7. Press Save.

This function allows you to order one or more new physical iLOQ S5 keys. The price with VAT is visible for you before placing the order. The order is sent to the locking system administrator.

Note! The app does not charge the user and no money is transferred in the app. The building manager and/or locking system administrator will charge you with a separate invoice. 

1. Go to the Keys tab.
2. Select Orders in the middle at the top of the screen.
3. Press Order keys.
4. Select how many keys you want to order (prices are visible, set by the administrator of the locking system).
5. Press Send.

You can view the key order details by opening the receipt under Orders. When the status changes to Ready, you can pick up the key from the building manager.

All keys that have access to your flat lock but do not belong to you are displayed on the Other keys screen. 

Keys that you can see are, for example:

• Any “master keys” with access.
• Any service and maintenance keys with (temporary) access.
• Any other keys which are not blocked but have access.
• Old keys.
• Or, depending on the configuration, keys for another valid person. 

Note: As an additional safety feature, the app notifies you of all external keys (maintenance key, master key, service key, other keys, etc.) that are used in your flat lock. 

Some actions in the app require the physical iLOQ S5 key to be updated. These can be, for example, making a reservation to a common space or service, blocking a lost key or updating changes to access areas made by your locking system administrator. With this function, users can update access rights to their key(s) by holding the key next to the phone. Users must hold and keep the key close to the NFC antenna of their phone until the update has been completed. Instructions are shown on the phone screen.

Note: Keys are automatically updated every time they are used with iLOQ Online readers for opening doors. The updated keys also deliver the new information for the iLOQ lock cylinders that are not wired. 

To update a key on the app:

1. Select the physical iLOQ S5 key you want to update.
   Note: Each key has a unique identifier and stamp that you’ll find on the key.

2. Open the app and go to the Keys tab. Press Update.
3. Hold the key close to the phone while the update takes place (removing the key will disrupt the process).
4. When the phone announces the update has finished, remove the key and Press OK.

Note: Typical NFC antenna location in an iPhone is on the top of the back side of the phone. 

To prevent unauthorized use, the iLOQ HOME app allows you to block keys that are lost, or you do not recognize as belonging to you. This improves the safety of your home and the safety of your residential building.

Follow these steps to block a lost key in the system: 

1. Press the Keys tab and select the lost key from the list.
2. Press the Block button

You have two options for blocking a key:

a) Block the key yourself (this is free of charge) or 

b) Buy blocking as a service. 

a) Block a key yourself

When you have selected one of your keys to be blocked, as shown in 5.5 Block a key, the locking system (including the iLOQ Online door readers) receives the information. However, your flat lock(s) does not have the information yet. You must update the new “blocklist” to another key and bring the information to your flat lock(s) by using that key in your flat lock(s). 

There are four main steps when doing this yourself:

1. Start the key blocking process in your iLOQ HOME app, select a key to be blocked.
2. Update the information about the blocked key to another key with your phone or using the iLOQ door reader.
3. Use the updated key in your flat lock(s).
4. Use the updated key on the iLOQ door reader at the entrance to your building.

Steps in the iLOQ HOME app:

When the blocking process has started, it cannot be interrupted. However, the key can be unblocked later by your locking system administrator if, for example, a lost key is found. You may be charged separately for this service.

1. Read through the instructions first and then press Start. 
2. Press Done.
   
    Wait a moment before updating your remaining key to allow the system to register the blocked key.

1. Update the information to your residential building locks and flat lock(s) with your remaining key by following the steps below: 

1. Update a key with your mobile application (this requires NFC in your phone), or by placing the key on the iLOQ door reader, for example at the entrance. Any valid key (e.g. a neighbor’s) can be used if required. 
2. Use the updated key in your flat lock(s).

Finish the process by placing the updated key on the iLOQ door reader at the entrance. The key status in the iLOQ HOME app will change to Blocked from flat.

b) Block a key as a paid service

Note! This option is subject to charge and will outsource the blocking and key updating to a maintenance company.

1. Select the key.
2. Select Block.
3. Select Paid service. 
4. Read the instructions and press Start. When the blocking process has started, it cannot be interrupted.
5. The app shows you Blocking ordered.

You will be notified when the maintenance company has completed the blocking process.

You can see the status of your keys in the Keys view (Blocking ordered). Under the Orders view you can see the status of your orders (Key block order). By clicking Key block order, you can see also a receipt of your order. 

Note: The prices are always set on a case-by-case basis by your locking system administrator and/or building manager. The app does not charge the user and no money is transferred in the app. The building manger and/or locking system administrator will charge you with a separate invoice. 

If a lost key is found, contact your locking system administrator to unblock the key. You will find their contact details from the Contact view.