Help & FAQs

1. Getting Started

What is SoftKey?

SoftKey allows you to unlock authorised doors using your smartphone instead of a physical key or fob. Access is securely issued and managed by your building administrator.

What do I need before I can use the app?

You need a smartphone with Bluetooth enabled and access issued to you by your building administrator. Once access is issued, the app will show any doors you are authorised to use.

How do I get access to a door?

Access is issued by your building administrator. Once they have added your details, your authorised doors will appear in the app.

I’ve installed the app but can’t see any doors, why?

This likely means access has not yet been issued to you. Please check with your building administrator or system administrator to confirm your access details.

Do I need to create an account?

Yes. When you first use the app, you complete a short registration, and your account is associated with your mobile phone number. Once registered, administrators can issue access to you for their systems.

2. Using SoftKey

How do I open a door?

When you are near a door, open the app and select it from the list of nearby doors. The door will only unlock if you are authorised and within the permitted access time.

What does “Nearby Doors” mean?

Nearby Doors are doors within Bluetooth range that you are authorised to use. Only doors close enough to connect securely will appear in this list. Doors you have access to but are not nearby are shown in the Other Doors tab on the Keys page.

Do I need an internet connection to open a door?

No. Once your access has been issued and synced, which does require an internet connection, the app can unlock doors using Bluetooth without a connection.

Why does it sometimes take a few seconds to unlock?

The app establishes a secure Bluetooth connection with the door, which is usually completed in under two seconds.

Do I need to keep the app open?

Yes. The app needs to be open when you unlock a door. For best reliability, avoid leaving the app running in the background for long periods.

3. Access & Permissions

Can my access expire?

Yes. Access can be time-limited or set to expire after use, depending on how your administrator has configured it. Any time restrictions or expiry details are shown in the key details within the app.

Why has my access stopped working?

Your access may have expired, been changed, or been removed by your administrator. If you believe this is an error, please contact your building or system administrator.

Can I share my access with someone else?

No. Access is currently issued to individual users and cannot be shared. If another user needs access, you can use the Send Message option in the key’s More Details section to contact your administrator.

What happens if I change my phone?

If your mobile number has not changed, you can simply log in to the app on your new phone. If you change your number, you can update it in the app, but you will need access to both numbers for verification. If you no longer have access to your old number, your administrator will need to help update your access.

The app shows a door but won’t open it, what should I check?

Check that Bluetooth is enabled, you are close to the door, the app is open and responsive, and that you are within your permitted access time. If these checks fail, please contact your administrator or Entryphone via www.entryphone.co.uk. You can call during normal working hours or use the Contact Us facility on the website.

4. Security & Privacy

Is SoftKey secure?

Yes. SoftKey uses encrypted communication following industry best practices, including AES encryption. Access rules are set by your administrator, and access can be changed or removed at any time if required.

Does the app track my location?

No. The app does not track or store your location. It only uses Bluetooth to communicate with nearby doors when you choose to open them.

Is my personal data shared with anyone?

No. Your personal data is only used to provide the SoftKey service and is not shared with third parties, except where required to operate the system or comply with legal obligations. Further details are set out in the Privacy Statement available in the Help section of the app.

Can my access be removed remotely?

Yes. Your administrator can change or remove your access remotely at any time if required.

5. Getting Help

Who should I contact if I have a problem?

In the first instance, please contact your building or system administrator. If they are unable to help, you can contact Entryphone via www.entryphone.co.uk, where you can call during normal working hours or use the Contact Us facility.

Can Entryphone change my access?

Access is normally managed by your building or system administrator. Entryphone has a super admin portal which is used only to assist administrators where required, not to manage individual users directly.

What information should I provide when reporting an issue?

Please provide your mobile phone number, which uniquely identifies your account, along with the door or site you are trying to access and a brief description of the problem. This will help resolve the issue more quickly.