Why a Cell-Phone Number is Needed
Registering a Latch account should be simple. That’s why we’ve gotten rid of user names and complicated log-in details.
All you need to have to register an account is your cell-phone number, and the validation code that we send to the cell-phone containing your SIM card. When you use Latch to make calls, your cell-phone number will appear as the Caller-ID so that your contacts recognise who’s calling.
Please note that data-only SIM cards lack the functionality to receive text messages, using the number associated with your Data-only SIM card will not allow us to send you a validation code.
Latch requires your number for verification. Make sure:
- You enter your full number and that the country code is correct
- Your phone has full internet access
- Your phone is not roaming
- Your phone can receive an international SMS
- Your device is not jailbroken
After you enter your number you will receive an SMS with a 4-digit code to enter. Some carriers may take up to a minute to deliver the code. If it has not arrived by then, request another code.
How to update Latch
Go to App Store (iPhone) or Play Store (Android), then tap Updates. Tap UPDATE next to Latch. Alternatively go to the stores, search for Latch.Chat and click update.
What devices are supported.
Latch requires iPhone’s to have iOS 9 or later. Latch supports Android phones running 5 or later. Latch for Web runs on Chrome browsers.
Touch ID and Face ID
As an additional privacy measure, you can prompt Touch ID or Face ID when you open Latch on your phone. When this is enabled you have to use Touch ID or Face ID to unlock the app. In iOS 9+ you can go to the Profile section and click ‘Screen Lock’ to enable this feature.
Updating Profile and Persona info
Click on Profile button in the top left of the app. Click ‘Personas’. Click Edit next to your name. Update your details.
Creating additional Persona’s
Click on Profile button in the top left of the app. Click ‘Personas’. Add a new Persona. Having multiple Persona’s allows you to post content in Channels as your own name or as a Nickname or Anonymously.
Updating Team space details
Click on Profile button in the top left of the app. Click on your Team name to edit. Note: Only the Chief Latch Officer or assigned admin roles can edit this section.
Accessing Account details
Click on the Profile button in the top left of the app. Click on ‘Account’ to edit. You can request your account details in this section. A report will be sent to you detailing your account information and settings. Examples of this information include profile photo and group names. Please not that this report does not include your messages. Your report will be delivered in approximately 2 days after you requested it.
Can I see if my contacts have Latch?
No. Latch is a closed and private group for your team. You will only see the details of your team members in the app.
How do I invite other contacts to join the Teamspace?
Your Chief Latch Officer will be able to invite other members via the user management section in Latch.Chat. The CLO (or any other person who has been assigned these admin rights) will be able to send an invite via email to the new member.
Problems seeing contacts
In order to get the best experience from Latch we strongly recommend you allow Latch to access your contacts. If you initially denied Latch access to your phones contacts, you can enable access by going into your phones settings, click Privacy, tap Contacts and make sure Latch is turned on.
Why is my location not being shared?
During registration, Latch asks permission to access your location; if access was denied the application will not be able to identify your position. Kindly ensure that you have a working mobile data or Wi-Fi connection since an internet connection is required when using Latch and verify that your location feature on your device is switched “on” in Location Settings.
How can I manage my notifications?
To manage all notifications, go to your profile view by clicking on the menu icon in the upper left-hand corner. Select “Notifications” to define app level settings. You can also individually set notifications within Chats and Channels.
In single or group chats click on the contact name or group name to go to the settings. Once here you are able to mute the chat.
In Channels, click on the “About” button where you can turn notifications for the entire channel on or off. You can however also select individual posts that you want to get comment notifications from by clicking on the three dots on the top right of the channel post.
How much data is being used during a ‘Live Location’ session
Live Location is easy to set up with one click notifying contacts via instant messaging that another contact wants you to track them. It’s extremely light on bandwidth (1MB can be used for 20 hours of tracking) and battery life (an average of only 7% battery loss per hour).
How do I extend a Live Location session?
Currently, a Live Location session cannot be extended, but a new session may be started by going into your single chat or group chat view and clicking on the Plus sign to the left of your chat tab. Select “Live Location” from the options and select the time you would like to be tagged.
My location shows I am somewhere else?
During registration, Latch asks permission to access your location; if access was denied the application will not be able to identify your position. Kindly ensure that you have a working mobile data or Wi-Fi connection since an internet connection is required when using Latch and verify that your location feature on your device is switched “on”.
Why do I have uneven sound quality/volume?
As when using your mobile phone, geographical factors, coverage and speed of the network have an impact on call quality. A poor network or signal might cause lags.
If you are experiencing bad sound quality when calling, it’s most likely connected to problems with your internet connection or the person that you are calling.
Check the signal strength from your mobile network or Wi-Fi router. If it is weak, try to find a spot where it’s stronger and then make a call. If you experience the problems with the sound quality while walking around, check the signal strength when the sound quality starts to fall. Regardless if you are using mobile data or Wi-Fi the signal strength varies depending on things that might block the signal, such as walls, buildings and so on.
You might have a strong signal from your Wi-Fi router or mobile data network but still be experiencing problems. The actual speed of the data network might be slow so open up your web browser and surf to a web page. If it’s slow, then the speed of the data network is slow. If you are using mobile data you should find a new place to call from that connects to the network on another station. If you are using Wi-Fi you should contact your internet provider and/or check your router.
Will my mobile operator charge for the call?
No. When you make a free Latch-to-Latch call, your mobile operator will not charge you for the call itself. All calls are however placed through the internet either over your data plan or over Wi-Fi.
Why can’t I make a call?
If you’re experiencing difficulty making an outgoing call, please check the following:
- Make sure that your device is connected to a Wi-Fi or mobile data network when you’re making a call.
- If you are calling another Latch user, check with them to see if they’re connected to a Wi-Fi or mobile data network and that they are also logged in to Latch.
Why can’t I receive calls?
Kindly ensure that you have a working mobile data or Wi-Fi connection since an internet connection is required when using Latch.
If you have Latch on an iPhone or iPad, you will need to enable Latch push notifications in order to receive notifications of incoming calls and messages.
- First, tap on your device’s home screen button, then tap on the Settings icon;
- In Settings, scroll down, and tap on Notifications;
- Scroll down until you see the Latch icon – tap on the Latch icon;
- Swipe each grey button marked “Off” – once swiped, they will read “On”;
- You will now be able to receive incoming calls and messages.
Why is my Caller ID shown?
Instead of a user name, a cell phone number is required when registering a Latch account. This number will be visible when making outgoing calls, and it allows your contacts to quickly identify that you’re trying to reach them.
Your phone number/user name will be shown whether making a free Latch-to-Latch call.
How to make a call?
There are a number of ways to make a call. Open Latch, and tap “Profile”, select Contacts and click on the phone icon next to the contact you want to call. Secondly, you can select a message to the contact you want to call and click the call button in the top right corner. Thirdly, you can reply to the call history with the notifications section in the “Profile” button.
How to update a Chat GROUP name, icon and description?
Click on the Group name heading. Click on the title, profile image and description and edit it. Note: only the group chat owner can change the name.
How to invite additional Chat GROUP participants?
Click on the Group name heading. Click on ‘Invite’ button next to the current members. Note: only the group chat owner can invite members.
How to leave a Chat GROUP?
Click on the Group name heading. Click on the ‘Leave Group’ button
How to view the Chat GROUP media, files, locations, links and topics?
Click on the Group name heading. Below the members list you will see buttons that can be clicked for all of these attachments. Clicking these will show a chronological history of the media that was sent or received.
How to mute the Chat GROUP?
Click on the Group name heading. Click on ‘Mute Group’
How to delete a Chat GROUP?
Click on the Group name heading. Click on ‘Delete Group’
How to retrieve a Chat GROUP that was deleted?
Send a message to the owner of the group to re-invite you.
How to send a picture to a Chat?
Click the plus button next to the message box and select ‘Gallery’ for an existing picture or ‘Camera’ to take a picture
How to upload a file to a Chat?
Click the plus button next to the message box and select ‘File’
How to send your location to the Chat?
Click the plus button next to the message box and select ‘Location’
How to share a Contact to the Chat?
Click the plus button next to the message box and select ‘Contact’
How to send a voice message to the Chat?
Click the microphone button next to the message box and record your voice. Swipe to the LEFT if you want to cancel.
How to send a Private Chat?
Click the plus button next to the message box and select ‘Private Chat’
How do I know if the message sent?
One white tick means the message has been sent from your phone. Two white ticks means that the message has been Received by the persons phone but not read.
How do I know if the message has been read?
Two ticks within a blue circle means the message has been read.
How do I know if a participant is on-line now?
The status below the contact name will display ‘Online’
How do I post a Topic?
Click the plus button next to the message box and select ‘Post a Topic’
How do I copy, reply, delete or share to a message within a chat?
Place your finger on the relevant message and ‘long press’ until an action bar pops up with a list of features.
How do I know who has read my message in a GROUP chat?
‘Long press’ on the message that you sent and click ‘Info’
By default, Latch will automatically download images over your cellular connection to provide you with quick access to your latest photos. Video and Files will only auto download on wifi. You can change these settings by going into ‘Profile” and then ‘Data & Storage’
How do I search for and follow a channel?
To search for channels to follow click on the Channels tab at the bottom of the phone. Click on the Plus button on the top right and you will be shown a list of available ‘Channel Tiles’. Click on the channel to view its description and content and whether you want to follow it or not.
How do I set up a channel?
Click on the Channel tab at the bottom of the phone. Click on the Plus icon on the top right. Click on ‘Create a Channel’ at the bottom of the screen. Select the appropriate channel to create, and follow the wizard steps. It is mandatory to add Profile and Cover images to your channel. Images can be added from your phones Gallery or the Web. Once the channel is created the default page will be your first post. Channel invitees will be sent a notification that they have been invited to your channel and the channel will appear in their Channels thread.
There are two types of channel settings:
- Private – this setting only allows invited members to follow the channel. The channel will NOT be visible to other members within the Team in the Channel search function.
- Public – this setting allows ALL team members to follow your channel. It will appear in the Channel search section and any member of the Teamspace can click on the channel tile to follow it.
What is a Business channel?
A Business channel allows you to share project files, manage tasks and get updates from your team.
What is a Discussion channel?
A Discussion channel is typically created when you want to have a structured approach to a discussion that you don’t get through Group Chats. Topics are posted for specific issues in the discussion and members can comment directly on that topic. This allows members to search for comments and media on specific areas within the channel without having to scroll through the chaos of a group chat.
What is a News channel?
A news channel is a type of a broadcast channel to keep members up to date on the latest news or knowledge in a specific area. This is like reading an online newspaper with the ability for Team members to comment on posts or stories.
Most connection problems can be resolved by doing the following:
- Restart your phone
- Update Latch to the latest version on the app store
- Turn Airplane mode on and off
- Open phone settings and make sure Cellular Data is on
- Open phone settings and turn Wi-Fi off and then on
- Try connect to different Wi-Fi hotspots
- Make sure Wi-Fi stays on during sleep mode
- Reboot your Wi-Fi router
- Reset your network settings in your phone
- Update your phone to the latest Operating System
- If you are on a corporate Wi-Fi that has firewall restrictions in place, contact the administrator
Problems sending or receiving messages
The most common reason is a bad internet connection (see Connection Problems). If your phone is connected to the internet there are a few reasons why messages are not going through:
- Your phone needs to be restarted
- Your contact is blocking your number
- The number of the contact on your Latch hasn’t been saved correctly.
Why don’t I get notifications?
Please verify that your notifications settings are turned on in both Latch AND your phone settings.
Please note that delivery of notifications is controlled entirely by push notifications from Apple or Google. If someone sends you a message while you are offline, that message will be sent to Apple or Google to be delivered to your phone which is entirely dependent on these companies for delivery. If there are still problems, typically the only way to resolve the issue is to restore the phone to factory settings and set up the phone as new.
Incorrect timestamps on messages
If timestamps are displayed incorrectly, please check the time and time zone configuration on your phone. You might need to re-adjust them. We recommend setting your date and time to AUTOMATIC or NETWORK PROVIDED