Getting Signed Out Often?

Overview

If you are frequently signed out of the Kevo mobile app, or if your locks appear grayed out or seem to disappear, the most common cause is account sharing.

Kevo accounts are designed for one person per account. Sharing a single username and password across multiple devices causes a session conflict that repeatedly signs users out or hides locks in the app.

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Common Symptoms

You may be experiencing this issue if:

• The Kevo app unexpectedly signs you out
• Locks appear gray or unavailable in the app
• Locks disappear and then reappear later
• The issue happens repeatedly and does not stay fixed

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Why This Happens

This issue occurs when multiple people sign into the same Kevo account on different phones.

Each time someone signs in:

• The system refreshes the active session
• The previous user’s session is invalidated

This creates a "ping-pong" effect where the last person to sign in causes other users to be signed out or lose access to locks.

⚠️ This behavior will continue until account sharing is stopped.

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Correct Way to Share Access

Instead of sharing a username and password, the lock owner should send eKeys to other users. This ensures:

• Stable app sessions for everyone
• Accurate lock history showing who locked or unlocked
• Proper permission control per user

eKey Types

Admin eKey

• Can lock and unlock remotely (when a gateway is present)
• Can send eKeys to other users

Anytime eKey

• Can lock and unlock when physically near the lock

Each user signs into their own Kevo account and receives an eKey instead of sharing credentials.

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Important Notes

• This issue is more common on Android devices, but can occur on any platform
• Resetting the lock or reinstalling the app will not permanently fix this issue if account sharing continues

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How to Resolve the Issue Permanently

1. Stop sharing the Kevo account username and password
2. Have each user create their own Kevo account
3. Send eKeys to each user based on the level of access needed

Once account sharing stops, the sign-out and disappearing lock issues should stop as well.

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Related Articles

• Sending eKeys
• Managing eKey Permissions
• Enrolling a Kevo Lock

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If you need additional assistance, please contact [e-mail].