SWITCH Tech Mobile Access Troubleshooting Guide

If you're having trouble using your SWITCH Tech mobile key, don’t worry. Most issues can be resolved quickly by following the steps below.

Step 1: Did You Get a New Phone or Reset Your Device?

If you:

• Received a new phone,

• Performed a factory reset,

• Or deleted/reinstalled the SWITCH Tech app,

your mobile credential (token) will no longer be valid.

SWITCH Tech tokens are device-specific.

This means they cannot transfer automatically to a new device.

How to request a new token:

• Submit a request to the Support Team, or

• Visit the front desk at your Downtown Works location.

A new token will be issued and you’ll be back up and running quickly.

Step 2: App Not Working Even With a Valid Token?

If your token is still valid but your door will not unlock, check the following:

1. Ensure Bluetooth Is Turned On

SWITCH Tech relies on Bluetooth.

• Confirm Bluetooth is on

• Toggle it off and back on, then try again.

2. WIFI Authentication

Your phone must either be:

• Fully authenticated to the Downtown Works WiFi or

• Fully disconnected from all networks (LTE only)

Sometimes phones get “stuck” attempting to join the network. This can block the unlock request from being sent to the reader.

Try this:

• Turn WiFi off and attempt the door again

• Or if WiFi is on, ensure you are fully connected and authenticated

3. Background App Permissions

Make sure the SWITCH Tech app has:

• Bluetooth permissions

• Background permissions (if required by your device)

If permissions were denied during setup, the app may not communicate with the lock.

Step 3: Capture Error Messages

If you receive:

• An error message

• A failure notification

• Or the app appears unresponsive

please take a screenshot and submit it to the Support Team or show it to the reception desk.
This helps us pinpoint the issue faster.

Step 4: Additional Troubleshooting Tips

• Force-quit the app and reopen it

• Restart your phone

• Ensure your phone has the latest OS updates

• Confirm the SWITCH Tech app is updated to the latest version

• Try unlocking from a closer distance to the reader

• Avoid having multiple Bluetooth devices competing for connection

• Remove any phone case with heavy metal or magnetic components that may block the signal

Step 5: Still Not Working?

If none of the above resolves the issue:

• Visit the front desk at your location, or

• Submit a support ticket with:

  • Your name

  • Your phone model

  • Your OS version

  • Screenshots or error messages

  • A brief description of what happened before it stopped working

We’ll issue a new token or escalate the issue for further troubleshooting if needed.