I lost my phone — how do I turn off my phone key and get a new one?

Report the key lost yourself, then get a replacement with your password — with a 24-hour post-reset rule, a two-per-month limit, and a 72-hour invitation.

J Joey Zach · Last updated Sep 20, 2026

If your community issues phone (Bluetooth) keys and has self-service turned on, you can kill the key on the lost phone yourself and get a replacement for your new one — no office visit needed. Do the first step immediately; the second has a few safeguards.

Step 1: report the key lost

In the app: go to Profile › My access, open the key, and under Lost your phone? tap Report lost.
On the web: on the Doors page, find the key under My keys, choose Lost your phone?, and confirm with Turn off this key.

This needs no password, is safe to tap twice, and only ever reduces what the old phone can do. On the web the key then shows No longer works; in the app it reads Reported lost — it no longer opens anything. Only phone keys can be reported this way; a lost fob or card is an office matter, since it may turn up.

Step 2: get a new key

On the same screen, tap Get a new key (Send a key to my new phone on the web) and enter your account password, then confirm (Email me a new key on the web). A signed-in session alone is not enough to create something that opens doors.
An invitation is emailed to your account address. Open it on your new phone and finish activation in the access provider's own app — the invitation tells you which one.
The invitation expires 72 hours after it was sent. If it lapses, only the office can send another.

The new key opens exactly the doors the old one did — access is attached to you, not to the key — so nothing needs to be re-granted.

Safeguards you may run into

Recent password reset: for 24 hours after a password reset by email, a new key cannot be issued. A normal password change, where you knew the old one, does not trigger this. The office can issue one sooner.
Two keys per 30 days: you can issue yourself at most two keys in any rolling 30-day period. Past that the request is refused with a limit-reached message and you are pointed to the office.
Wrong password: the request is refused and the attempt is recorded.

Good to know

On the web your keys show as Working, Waiting for activation, Invitation expired, or No longer works; the app shows the same states in its own words.
If the address on your account has changed since your last key, a warning is also sent to the address the previous invitation went to.
If you do not see Lost your phone?, self-service is not enabled in your community; contact the office.

See “Add your Bluetooth key & open the door” and “My Bluetooth key won't open the gate”.