Latch. The safety switch for your digital life

Using Latch FAQ:

1. What do I do if my phone is lost or stolen?

Don´t worry, Latch does not store user credentials or information regarding your paired online services. If your phone was lost or stolen and you were logged in to Latch, your Latch account information won´t be visible. Resetting your password will terminate the active session on the lost device. You can login on another device and reset your password, or you can reset it on the Latch webpage.

2. I got an email asking for my Latch password

Do not respond to this email. Latch and Telefonica will NEVER ask you for your password in an email.

3. I´ve locked a service and need to use it, but I don´t have my phone here to unlock it. What can I do?

You can sign in to the Latch app from any mobile device. Download the Latch app on any other device, sign in with your Latch account credentials and unlock the service. When you´re done, remember to sign out to close your session on that device. You can sign out from the Setting menu

. If you don´t have any device on hand, please contact your service provider.

4. How can I contact the provider of the service I have paired with Latch?

When a provider creates services that can be paired with Latch, they may optionally include their phone number and email address so that the users can contact them. This data is shown in the notifications that your Latch account receives when you access your paired services.

5. I need a new password. How can I get it?

Don't worry. In the home screen of the Latch app, tap on the link: Forgot your password? You will have to enter the email you used to create the Latch account.

6. I want Latch to ask me for my password every time that I use it. Where can I set this up?

On the Latch application Settings menu you can set the frequency with which Latch requests your credentials.

7. I've received a notification with the title New device session. What does this mean?

That a session has been started on another device with the same credentials you currently have with Latch. If you are the only person who knows your credentials, we recommend changing your access password for your Latch account. This will close the application on all the devices on which it's installed.

1. What data is stored by Latch?

Latch only stores the information required to identify you when you sign in (device model, operating system version, username, email and password). We also store the name of the services you have paired, but Latch does not store or handle any information related to the service operation or private information you may have shared with your service provider.

2. What information is shared between Latch and my service provider?

No private information is shared between Latch and your service providers. The service providers just check whether you have locked the account or operation before granting access to them, or whether you have enabled the one-time password feature.

3. What is Telefónica Digital España, S.L.U.?

Telefónica Digital España, S.L.U. is the legal name of Telefonica. You´ll find that our Terms of Use and Privacy Policy agreements are under the Telefónica Digital España, S.L.U. name.