Schlage Mobile Credential – Troubleshooting Errors

Resolution:

Issue:

“Credential Error” when trying to use Schlage Mobile Credential on iOS or Android.

Resolution:

Follow this guide to resolve issues with Schlage Mobile Credential errors:

1. Ensure mobile device meets requirements:
        Mobile Application Phone Support
           We support and test the flagship phone models from Apple,   Samsung, LG, Motorola, and Google for the last 2 years, such as:
                  iPhone 11 Pro or newer
                  Samsung S20 or newer
          Mobile Application Operating System Support
             We support and test major revisions for Android and iOS for the last 2 years such as:
                  iOS 14 or newer
                  Android 10.0 (API 29) or newer
    
2. Do not install Schlage Mobile Credential from the app store. 
   1. The credential and app must be installed via the invitation and link sent via text from Allegion Engage system.  This ensures the correct version of the app and unique credential token are installed.

 

3. Invitations must be accepted within 24 hours of being sent, otherwise the new token times out.
   1. If this happens, delete the credential on Allegion Engage and send a new one, creating a new invitation.

 

If still having issues:

               It is possible to try to reset everything at one, as it has been seen that some credentials and users have a “corruption” in them and the best solution is to recreate from scratch:

1. Within Allegion Engage, delete the credential, and then delete the USER from the system.

 

2. Reset phone and apps as much as possible:
   1. If you feel comfortable resetting your Safari History and Cookies (Cache)
      1. Delete the Schlage Mobile Access application.
      2. Go to iPhone Settings -> Safari -> select Clear History and Website Data.
      3. Delete previous text messages from Schlage.
      4. Restart your iPhone.
      5. Once you confirm that you have performed these steps, I will send you a new link and we can try again.

 

2. If you feel comfortable resetting your Safari Cookies (not history)
   1. Delete the Schlage Mobile Access application.
   2. Go to iPhone Settings -> Safari -> Advanced -> Website Data -> Remove All Website Data.
   3. Delete previous text messages from Schlage.
   4. Restart your iPhone
   5. Once you confirm that you have performed these steps, I will send you a new link and we can try again.
3. If you do not feel comfortable resetting your Safari History or Cookies (Cache)
   1. Delete previous text messages from Schlage.
   2. Restart your iPhone
   3. Once you confirm that you have performed these steps, I will send you a new link.
   4. If you feel comfortable and know how, please provide a screen recording of you clicking on the new link and going through the setup process.  Please also provide your iPhone Model (8, X, 11, etc.). 

 

3. Create a new user in Engage for the person to be assigned a credential.
4. Issue a new mobile credential in Engage.
5. Follow the text invitation to reinstall the application and credential token.
6. Ensure to sync any doors the user should have access to, so the door is aware a new credential has been assigned.

 

 

**Note: Sometimes, due to data limitations on networks, if a new credential gives error after downloading and activating via Cellular Data (3G/4G/5G), repeat the above, but try connecting phone to a local WiFi, then accept a new mobile credential onto it.

Also, try vice-versa as well if failed originally when accepting via WiFi, then delete app and credential, recreate credential, and accept invite when on cell data.

 

**PLEASE CONTACT PRODUCT SUPPORT AT 877-671-7011, OPTION 2, OPTION 2, OPTION 2 IF YOU HAVE QUESTIONS OR STILL NEED SUPPORT**