Welcome to iLOQ Support

You can either follow the instructions below or you can watch an instructional video

Video instructions on how to set up S50 Phone key on iOS

Video instructions on how to set up S50 Phone key on Android

Installation instructions:

Before you can register the iLOQ S50 app as a key, you must install the app.

Click below to install the iLOQ S50 app for Android

Click below to install the iLOQ S50 app for iOS

Click below to install the iLOQ S50 app for Huawei

After installing the app, it needs to be registered before it can be used as a key. You will receive a registration message from your locking system administrator. Note that the app needs to be registered within 120 hours of receiving the registration message. After this time, the link will expire. To receive a new registration message, contact your locking system administrator.

Registering the iLOQ S50 app for iOS

To register the app, open the registration message and click the link. Once the app opens, follow the instructions given by the app. If this is the first registration after installing the app, the app will ask for an activation code. Enter the one-time activation code that you received in a separate SMS or email and press ACTIVATE. Your app is now ready for use.

Registering the iLOQ S50 app for Android

To register the app, open the registration message and click the link. Your phone may offer several apps for opening the link, please select only the iLOQ S50 app. With some phones, the system will not show the available apps for opening the link automatically. In this case, you will need to manually share the link with the iLOQ S50 app. Sharing a link from a text message or email to an app happens in different ways depending on your phone model. For assistance, please check with your phone manufacturer.

Once the app opens, follow the instructions given by the app. If this is the first registration after installing the app, the app will ask for an activation code. Enter the one-time activation code that you received in a separate SMS or email and press ACTIVATE. Your app is now ready for use.

Troubleshooting

If the link in the registration message opens a browser which takes you to iLOQ’s web pages instead of opening the iLOQ S50 app, you’ll need to edit the application defaults for your iLOQ S50 app. Go to Settings > Apps and select the iLOQ S50 app from the list. Open defaults > Open supported links > select ‘In this app’. After this go back to the received registration message and click the link again. Now the iLOQ S50 app should open and you can continue the registration process.  

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:

Seritag, a supplier of NFC tags maintains a list of NFC antenna locations of different phone models on their website at https://seritag.com/learn/nfc-enabled-phones/.

For a comprehensive list of the NFC detection areas of Samsung phones go to www.samsung.com/hk_en/nfc-support/

If you have a new phone to which you have cloned the content from your old phone you need to contact your administrator and ask for a new key registration link to activate your phone key.

If you have a new phone to which you haven’t cloned any content, you’ll need to download the iLOQ S50 app to your phone, and then contact your administrator and ask for a new key registration link to activate your phone key.

This means you need to refresh your keys. The locking system administrator may set a key expiry interval for your key. The key expiry interval is a security feature that requires the user to refresh keys from the server at regular intervals to ensure that the access rights are always up to date.

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.

Contact your locking system administrator (building manager for example). The locking system administrator can check if the phone key registration SMS or email has been sent and can also send you a new one if needed. It’s also possible that you’ve received the registration link by email, so please check your inbox for the registration message as well. 

Note that If you did not have the iLOQ S50 app installed on your phone when receiving the key registration link, tapping the key registration link will take you the app download first. After installing the iLOQ S50 app you must go back to the link and tap it again to receive the key itself, and finalize the key registration within the app.

Note: The key registration message is valid for 120 hours. If the phone key is not registered within 120 hours from it being sent, it will become invalid. You must then ask for a new key registration link from your administrator.

If you have an Android phone, you can have a personal and a work profile on your phone. In this case it’s possible that you have two iLOQ S50 apps installed on your phone: one on your personal profile and one on your work profile. The key/locking system is not visible if the app is opened in the wrong profile, so open the app with both profiles, and check if the key is visible in either of them. 

You need to allow notifications for the iLOQ S50 application in the Android settings. For more information, see your phone’s user manual.

In some cases, third-party applications can prevent notifications. Check all of your third-party application settings and configure these apps to allow iLOQ notifications.

iOS

• Long press the registration link. Then choose Open in “iLOQ S50” from the pop-up menu.

Note: The long press feature is available from iOS 13 onwards.

If the step mentioned above does not help, perform the steps below one by one:

• You may have received a registration link by email, so please check your inbox for the registration message as well. 
• Restart your phone and try opening the link again as instructed in the first step.
• Remove the iLOQ S50 app from your phone, and install it again. Then try opening the link as instructed in the first step.

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

Note: If you have a corporate-owned phone that is under MDM (mobile-device management), it is possible that the management software is blocking the use of the iLOQ S50 app. In this case you should contact the administrator of the device management system of your company to investigate how to allow using the S50 app on your phone.

 Android

• Check the deep links from your phone. Go to Settings > Apps > iLOQ S50 > Set as default > Supported web addresses. Enable iloq.com addresses if they are disabled, and then try opening the link again.
• You may have received a registration link by email, so please check your inbox for the registration message as well. 
• Restart your phone and try opening the link again.

• Remove the iLOQ S50 app from your phone, and install it again. Then try opening the link again.

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

Note: If you have a corporate-owned phone that is under MDM (mobile-device management), it is possible that the management software is blocking the use of the iLOQ S50 app. In this case you should contact the administrator of the device management system of your company to investigate how to allow using the S50 app on your phone.

In general, a network connection is not needed for opening locks but during the initial key registration a connection is needed. However, if the lock is configured to require online authentication from the key, the phone must have a network connection when opening a lock. Also, if your administrator has set a key expiry interval for your key, a network connection is needed when updating and/or refreshing keys.

Your keys are being updated. The administrator can trigger forced updates to the access rights of keys at any time. If there are updates pending for your phone keys, please wait until they are completed, and then try to open the lock.