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 Avigilon Alta Access 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 Avigilon Alta Open 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 Avigilon Alta Open 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 > Avigilon Alta Open > App permissions.

  • Set Location to On.

• Wave to Unlock isn't set up in Avigilon Alta Access. Check the following (these steps require the Super Admin role):

  1. Go to https://control.openpath.com/login and log in. To access the European Alta Access, please go to https://control.eu.openpath.com/login

  2. Under Users > Users, click on the user in question to get to User Details.

  3. Under User Details, check that their Status is Active.

  4. Click on the Credentials tab above the user photo.

  5. 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 Avigilon Alta Open 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.

  6. Lastly, set up Wave to Unlock on the entry.

• You may need to adjust the read range of the Avigilon Reader. Check the following (these steps require the Super Admin role): 

  1. 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

  2. Under Sites > Entries, click on an Entry to edit it.

  3. Under Avigilon Alta Open Reader, click Show Advanced Options.

  4. Use the sliders to adjust the Mobile Communication Range and Mobile Beacon Range. These settings affect how close a phone needs to be to the Reader before the Avigilon Alta Open 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?

Additional resources

Learn more about touchless access control

Learn more about COVID-19 features