There are a few reasons why Wave to Unlock might not be working for you:
You're not using the right app or you're not logged in. See How do I log into the Openpath App?
Your iPhone recently restarted and you haven't unlocked your phone with your passcode.
Bluetooth isn't enabled on your phone or it's having connection problems. Make sure Bluetooth is enabled - you may also want to toggle it off and on again.
Allow Location Access isn't set to Always for the Openpath app. Check to see that this setting is configured correctly under your app settings.
On iOS:
Go to Settings > Privacy and make sure Location Services is enabled.
Scroll down and tap on the Openpath app.
Set Allow Location Access to Always.
On Android (settings may vary based on device model and Android version):
Go to Settings > Connections > Security and Location.
Tap Location.
Set Use Location to On.
Go to Apps > Openpath > App permissions.
Set Location to On.
Wave to Unlock isn't set up in the Avigilon Alta Control Center. Check the following (these steps require the Super Admin role):
Go to https://control.openpath.com/login and log in. To access the European Control Center, please go to https://control.eu.openpath.com/login.
Under Users > Users, click on the user in question to get to User Details.
Under User Details, check that their Status is Active.
Click on the Credentials tab above the user photo.
Check to see if you have a Mobile Credential set up. If you don’t have one:
Click on Add Credential.
From the Select Credential dropdown, select Mobile.
Enter a Device Name and click Create.
You should receive an email with a set-up phone link. If not, see Openpath setup email not working.
Click on the Access tab above the user photo and check to see that you have access to the desired Entry.
Lastly, set up Wave to Unlock on the entry.
You may need to adjust the read range of the Openpath Reader. Check the following (these steps require the Super Admin role):
Go to https://control.openpath.com/login and log in. To access the European Control Center, please go to https://control.eu.openpath.com/login.
Under Sites > Entries, click on an Entry to edit it.
Under Openpath Reader, click Show Advanced Options.
Use the sliders to adjust Mobile Communication Range and Mobile Beacon Range. These settings affect how close a phone needs to be to the Reader before the Openpath app "wakes up." You may need to try a wider range.
If you're an Android user, see How do I improve Wave to Unlock reliability on Android?
If Wave to Unlock/Touch still isn't working for you, please send feedback. See How do I send feedback from the mobile app?
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