Got a New Phone or Reset Your Device?
SWITCH tokens are device-specific and don't transfer automatically. If you got a new phone, factory-reset your device, or deleted/reinstalled the app, your token is no longer valid.
To get a new token: submit a support ticket, or visit the front desk.
Valid Token, But the Door Won't Unlock?
1. Check Bluetooth Confirm it's on. If it is, toggle it off and back on, then try again.
2. Check WiFi Your phone needs to be either fully connected and authenticated to the Downtown Works WiFi, or fully disconnected (LTE only). A phone stuck trying to join the network can block the unlock request. Try turning WiFi off and attempting again, or confirm you're fully authenticated if it's on.
3. Check App Permissions Confirm SWITCH has Bluetooth and background permissions enabled. If these were denied during setup, the app can't communicate with the lock.
Getting an Error Message?
Take a screenshot and submit it to support or show it at the front desk — this helps us diagnose the issue faster.
Other Things to Try
Force-quit and reopen the app.
Restart your phone.
Make sure your phone's OS and the SWITCH app are both up to date.
Get closer to the reader when attempting to unlock.
Avoid having multiple Bluetooth devices competing for a connection nearby.
Remove phone cases with heavy metal or magnetic components — they can block the signal.
Still Not Working?
Visit the front desk, or submit a support ticket with:
Your name
Phone model and OS version
Screenshots of any error messages
A brief description of what happened before it stopped working
We'll issue a new token or escalate for further troubleshooting.