Wallet-Based Credential – Frequently Asked Questions
- Do I need internet to use my wallet-based credential?
- No. Once your wallet-based credential has been added to your wallet, it works offline. You do not need a cellular or Wi-Fi connection to access doors. Note: your property manager does need an internet connection to issue or update credentials from the Zentra web portal.
- What if I lose my phone or watch?
- Contact your property manager immediately so they can deactivate your credential. iPhone users can also use the Find My app to mark a device as lost and suspend the wallet-based credential. If the device is found later, the credential can be reactivated.
- Can I share my wallet-based credential with someone else?
- No. wallet-based credentials cannot be shared. If a visitor or service provider needs property access, contact your property manager — they can arrange the appropriate credentials.
- Will my wallet-based credential work if my phone battery dies?
- Apple: On iPhone XS, XS Max, XR, and newer models, Express Mode with power reserve continues to work for up to five hours after the battery is depleted. Android: This is not currently supported. Your phone must be on and unlocked to use your wallet-based credential.
- Do I have to unlock my phone every time I tap a reader?
- Apple: If Express Mode is on (default), no — just wake your screen and tap. If Express Mode is off, you must use Face ID, Touch ID, or your passcode before each tap. You can manage this in Apple Wallet settings. Android: By default your phone must be unlocked. This can be adjusted in Google Wallet settings.
- I see a checkmark when I tap the reader but the door does not open. What does that mean?
- The checkmark confirms your device communicated with the reader — it does not mean access was granted. Contact your property manager to verify your access permissions.
- What do I do if I get a new phone or watch?
- Install the Zentra Mobile App on your new device, sign in, and add your Resident Key to your wallet again. Remove the credential from your old device’s wallet. Apple: up to 3 iPhones and unlimited Apple Watches. Android: 1 active phone and 1 active watch per Google account.
- My access was updated. Do I need to do anything?
- Yes. Delete your existing wallet-based credential from Apple Wallet or Google Wallet, then re-add it from the Zentra Mobile App. Until you do this, your old access settings remain in effect.
- Can I use my wallet-based credential without a cellular signal?
- Yes. Your wallet-based credential is stored on your device and does not require a network connection to operate at the door.
- What if I have both an iPhone and Apple Watch — will both work?
- Yes. If your Apple Watch is paired when you add the wallet-based credential, it will be added to both devices automatically. If you add a watch later, open the Zentra app, tap My Access, and tap Add to Apple Wallet to send the credential to the new watch.
- Who do I contact if I am having trouble?
- Contact your property manager for all wallet-based credential issues including setup problems, access issues, and lost devices.