Applies to: LOQED Touch, and LOQED Pure with the optional Touch Display. A Pure without a Touch Display does not support touching the outside display to open.
Touch to Open is for arriving home after leaving the geofence, normally at least 500 metres away. Touch to Connect also allows a connection to start when you touch the display without first leaving that area. Check which feature you are testing. Read how Touch to Open works and how Touch to Connect works.
1. Identify when the connection fails
A connection that works while LOQED is visible but fails with the phone in your pocket needs a different check from a phone that never connects. Compare these three states:
Phone locked, with LOQED in the background.
Phone unlocked, with LOQED still in the background.
Phone unlocked, with LOQED visible on screen.
Unlocking the screen does not necessarily bring LOQED to the foreground. Where practical, keep the phone in the same position across comparisons, especially states 2 and 3. Touch the outside display for each attempt; using the app's Open button tests a different action. Wait for the display result before the next attempt.
For a connection check at home, you can temporarily enable Touch to Connect. In the LOQED app, tap Status to see the inside and outside module indicators, then briefly touch the display. Green indicators show a connection at that moment; they do not prove that background operation will also work. Restore your preferred Touch to Connect setting after testing.
Works only after unlocking or opening LOQED? Start with the phone settings below, on any phone brand. Background restrictions are one possible explanation, not a confirmed diagnosis. Radio conditions, app behaviour and the lock may still need investigation.
Never connects, even with LOQED visible? Check the basics and permissions below. If another authorised phone works at the same lock, tell support. Avoid factory resets, network-settings resets or repeated reinstalls as routine first steps.
2. Check the basics
Use the current public LOQED app and sign in with the account that holds your key.
Check your key's Touch to Open permission and the feature settings for this lock.
Turn Bluetooth and the phone's location services on. Check that the lock's home location is correct in the app.
Keep the phone online for geofence reporting and diagnostics. Check the Bridge connection separately; an online Bridge does not prove a phone-to-lock Bluetooth connection.
Open LOQED once after a phone restart or installation, then return to the Home screen. Do not force-stop it. Recheck permissions after an app/OS update or reinstall.
3. Android: check background access
Apply these checks to all Android brands, especially when foreground operation works. Menu names vary by Android version, manufacturer and region; use Settings search if a path differs. Change LOQED's settings rather than disabling protections for every app.
Bluetooth: Settings > Apps > LOQED > Permissions. Allow Nearby devices or Bluetooth, if shown.
Location: allow All the time and Precise location, where offered, for geofencing. Location permission and Nearby devices permission serve different purposes; check both.
App battery use: allow background use and choose Unrestricted, No restrictions or Don't optimise, as offered for LOQED.
Phone power saving: turn Battery Saver and any Ultra/Extreme saver off during the comparison. Check scheduled or automatic activation too.
Unused-app restrictions: turn off Pause app activity if unused, automatic permission removal or the equivalent for LOQED.
Background data: allow it for LOQED. If Data Saver is enabled, give LOQED unrestricted data access. This helps geofence/network reports and log uploads; it is not a Bluetooth permission.
Xiaomi, Redmi and POCO: HyperOS / MIUI
Check the common Android settings above and the Xiaomi controls below. A single “No restrictions” setting may not cover autostart or cleanup. Names and available options differ between versions.
No restrictions: Settings > Apps > Manage apps > LOQED > Battery saver > No restrictions.
Background autostart: Settings > Apps > Background autostart > enable LOQED. Some versions put this under Apps > Permissions > Autostart.
Protect in Recents: open Recent apps, press and hold the LOQED card and select the padlock, if offered. Some versions offer a Lock apps list in the Security app. This is background protection, not password-protecting the app.
Screen-lock cleanup: if Battery settings offer Clear cache when device is locked, set it to Never during troubleshooting. If Security/Cleaner offers automatic app cleanup, exclude LOQED where possible.
Power and data: check both Battery Saver and Ultra Battery Saver. If Turn off mobile data when device is locked is present, select Never during the test so network reports can upload with the screen off.
Keep any settings you already verified; there is no need to repeat a completed reinstall. Recheck after system updates. Do not disable Android security, Play Protect or developer-level system optimisation.
Xiaomi's background Bluetooth guidance covers battery restrictions, autostart and Recents protection; the same OS controls are useful to check for LOQED.
Samsung Galaxy
Open Settings > Battery > Background usage limits (older versions: Battery and device care > Battery). Remove LOQED from Sleeping apps and Deep sleeping apps. Add it to Never auto sleeping apps / Never sleeping apps if available. Also check Apps > LOQED > Battery > Unrestricted. A deep-sleeping app may run only after you open it. Samsung background-app guidance.
Google Pixel
Open Settings > Apps > LOQED > App battery usage. Enable Allow background usage; open that option and choose Unrestricted if available for this troubleshooting test. Check Battery Saver and Extreme Battery Saver. Keep normal battery optimisation for unrelated apps. Pixel battery settings.
Other Android phones and older versions
For OnePlus, OPPO, Huawei, Nokia and other brands, search Settings for LOQED's background activity, app launch/autostart, sleeping apps and battery optimisation. Allow LOQED to run in the background. Older Android versions may list it under Special app access > Battery optimisation > All apps > LOQED > Don't optimise. Follow the options actually present on your phone.
4. iPhone: check background access
Open Settings > Apps > LOQED, or search Settings for LOQED. Allow Location: Always, Precise Location, Bluetooth, Background App Refresh and Mobile Data, where shown. Check that Background App Refresh is enabled globally too. If LOQED requests Motion & Fitness access for MotionSense, allow it. Turn Low Power Mode off during the comparison. Open LOQED once, return to the Home screen and leave it in the background rather than swiping it away.
5. Use the Touch to Open troubleshooter
Lock administrators can use the troubleshooter with the same account as the LOQED app. It can help distinguish geofence, settings and connection issues. Check which event and time it describes; a listed phone or key alone does not prove a successful connection for your latest attempt.
6. Retest and contact support if needed
For Touch to Open, test at your next normal arrival after actually leaving and re-entering the geofence. For Touch to Connect, you can test at home while that feature is enabled. After checking settings, launch LOQED once and return to Home; do not open it immediately before a background attempt. Wait for each display result, and stop once you have a useful comparison.
If the problem continues, contact support via LOQED app > Menu > Chat support. Include:
Phone model, Android/iOS version, HyperOS/One UI version if relevant, and LOQED app version.
Approximate date and exact local time of each attempt, with your time zone.
Whether the phone was locked or unlocked and whether LOQED was visible or in the background.
The display message and result, phone position (pocket/hand), whether another authorised phone was nearby, and which settings you have already checked.
Support may ask you to enable diagnostic logging or use a specific diagnostic build. Keep a working alternative way to enter while troubleshooting. These checks help identify the failing stage; they do not guarantee a fix or prove a hardware fault.