Before you begin troubleshooting, please read how Touch to Open is supposed to work. For instance, you need to enable 'Touch to Connect' to allow 'Touch to Open' functionality if you haven't been at least 500 meters away from your house.
Check if your phone can connect.
Turn on the 'Touch to Connect' feature.
Press the word 'Status' so you can see the outdoor and indoor module icons.
Briefly touch the display and check if the icons turn green.
Do the icons not turn green?
Restart your phone and/or Bluetooth connection and test again.
Restart your lock by briefly pressing a 9V battery against the display, or briefly remove a battery inside and test again.
Check if another admin and/or phone has the same problem.
Reset the network settings on your phone and test again.
iOS instructions - Android instructions
Do the icons turn green?
Your phone can successfully connect to the lock 🎉
Continue with this checklist.
Use the 'Touch To Open' Troubleshooter
The 'Touch to Open' Troubleshooter provides insight into why 'Touch to Open' is not working properly for you or other users of your lock. This tool can only be used by lock administrators. Log in with the same credentials as the LOQED app.
For some solutions, the tool can refer back to the checklist in the article below.
Also, check:
Your LOQED account is logged in on the phone.
The LOQED app is active in the background (Apple-iOS).
Bluetooth is enabled.
The location of your LOQED Touch Smart Lock. App -> Choose your key -> System -> Ensure the lock location is set correctly.
The internet/data connection of your phone is active and your data bundle is not depleted.
The battery-saving mode of the phone is turned off.
The LOQED bridge is connected to WiFi.
The 'Touch To Open' permissions for each user in the LOQED app are set correctly. You can check/set this for each key."
Apple-iOS:
Check that the following settings are correctly set via ⚙️ Settings -> Loqed
Location -> Always + Exact location
Bluetooth -> On
Background App Refresh -> On
Mobile Data -> On
Android
Prevent the LOQED App from being restricted by power management settings of Android. Depending on the brand of the phone and version of the operating system, some settings may differ.
Settings -> Apps -> LOQED  | Settings -> Apps -> LOQED -> Permissions  | Settings -> Apps -> LOQED -> Battery 
|
Settings -> Battery and Device care -> Battery 
| Settings -> Battery and Device care -> Battery -> Background usage limits 
| Settings -> Battery and Device care -> Battery -> Power saving  |
Click this arrow for other phone brands' settings (Huawei, OnePlus, Google Pixel, Oppo, Nokia, Xiaomi)
Click this arrow for other phone brands' settings (Huawei, OnePlus, Google Pixel, Oppo, Nokia, Xiaomi)
Android 12
Samsung
Go to your phone settings > Apps > LOQED.
Make sure that "Remove permissions if app is unused" is disabled.
Go to your phone settings > Apps > LOQED > Battery.
Select "Unrestricted".
Go to your phone settings > Battery and device care > Battery > Background usage limits.
Make sure that "Put unused apps to sleep" is disabled.
Go to your phone settings > Battery and device care > Three dots (top right corner) > Automation.
Make sure that "Auto-optimize daily" and "Adaptive power saving" are disabled.
Huawei, OnePlus, Google Pixel, Oppo, Nokia
Go to your phone settings > Apps.
Find and tap LOQED.
Tap Battery.
Select "Unrestricted".
Android 11
Samsung
Go to your phone settings > Apps > LOQED.
Tap Battery > Optimize battery usage.
Expand the list to All apps from the drop-down filter.
Make sure that the toggle for the LOQED app is switched OFF.
Go to your phone settings > Battery and device care.
Tap on the three dots menu (⁝), then Automation.
Make sure that Auto-optimize daily is disabled.
OnePlus
Go to your phone settings > Battery > Battery Optimization.
Expand the list to All apps from the drop-down filter.
Find and tap LOQED.
Select "Don't optimize".
Go to Settings on your phone > Apps & notifications.
Tap Special app access, then select LOQED.
Turn off Battery optimization.
Google Pixel
Go to Settings on your phone, then tap on Battery.
Tap the three dots menu, then tap on Battery Optimization.
Select LOQED and make sure it’s set to Not optimized.
Go back to Settings, then tap on Apps & Notifications.
Tap Advanced, then Special app access.
Tap Battery optimization and make sure LOQED is on the Not optimized list.
Android 10
Samsung
Go to your phone settings > Device care, and then Battery.
Tap Battery usage.
In this battery usage list, find and tap on LOQED.
Make sure that "Put app to sleep" is disabled.
Go to yourphone settings > Apps, and then tap on LOQED.
Tap Optimize battery usage.
Expand the list to All apps from the drop-down filter.
Make sure that the toggle for the LOQED app is switched OFF.
Google Pixel, Nokia
Go to your phone settings > Apps & notifications.
Select the LOQED app.
Tap Battery, then tap Battery optimization.
Expand the list to All apps from the drop-down filter.
Find and select the LOQED app.
From the pop-up menu, select "Don't optimize".
Tap Done.
Xiaomi
When you open the recent apps tray, drag your app downwards (it will be locked). So, even if you clear recent apps, it will not clear them from the background. Drag downwards again to clear your app from the background.
Go to Settings > Advanced Settings > Battery manager > Power plan is set to Performance.
Device Settings > Advanced Settings > Battery Manager > Protected apps – your app needs to be Protected.
Device Settings > Apps > your app > Battery > Power-intensive prompt and Keep running after screen off.
Settings > Additional Settings > Battery & Performance > Manage apps’ battery usage and here:
Switch Power Saving Modes to Off
Choose the next options: Saving Power in The Background > Choose apps > select your app > Background Settings > No restrictions.
Please note that these instructions are specific to the phone brands and Android versions mentioned, and may not apply to all devices. Always ensure to check your phone's specific settings to ensure optimal performance.
Contact LOQED support.
It may be that after following the above steps, Touch To Open will only work again the next time you enter the 500-meter geofence radius of your LOQED Touch Smart Lock.
Have you tried everything and it still doesn't work? Then contact LOQED support via the live chat function in the LOQED app. Menu -> Chat support.