Password Issues

Overview

This article helps resolve sign-in problems with the Kevo mobile app when using an email address and password. Most password-related issues fall into one of two categories:

1. The password works on the web but not in the mobile app
2. The account was created using Continue with Apple and does not yet have a password

Follow the section that best matches what you’re experiencing.

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When to Use This Article

Use this guide if:

• You cannot sign into the Kevo mobile app using your email and password
• You can sign into the mykevo.unikey.com web portal but not the mobile app
• You see an error when selecting Continue with Email

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Issue 1: You have forgotten the Password for your Kevo account

What to Do

Follow these steps carefully:

1. Open a web browser and go to https://mykevo.unikey.com.
2. Click on Continue with Email.
3. Click on Forgot Password?
4. For Username, carefully enter the email address for your Kevo account.
5. Click on the Reset Password button. The Kevo system will send you a reset password email.
6. Open your email and follow the instructions for setting a new password for your Kevo account. If you do not see the reset password email within several minutes, check your junk or spam folder.

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Issue 2: Password Works on the Web but Not in the Mobile App

What’s Happening

In most cases, this issue is caused by incorrect password entry on the phone. Mobile keyboards are small, and it’s easy to mistype characters without realizing it.

This is not usually a mobile app bug or a service outage.

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What to Do

Follow these steps carefully:

1. Open a web browser and go to https://mykevo.unikey.com.
2. Sign in successfully using your current password.
3. Change your password to a very simple, temporary password.
4. Open the Kevo mobile app and sign in using the temporary password.
5. Once confirmed working, you may change your password again to something more secure if desired.

Typing the password slowly and carefully on the phone helps avoid input errors.

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If It Still Doesn’t Work

If you cannot sign in to the mobile app even with a simple password:

• This is uncommon, but it may indicate an account or app issue
• Contact [e-mail] for further assistance

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Issue 3: Account Created Using "Continue with Apple"

What’s Happening

Accounts created using Continue with Apple do not have a password by default.

If you try to sign in using Continue with Email, you may receive an error because no password exists for the account yet.

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What to Do

You have two options:

Option 1: Continue Using Apple Sign-In

• Sign in using Continue with Apple, the original method used during account creation

Option 2: Create a Password for Email Sign-In

1. On the Kevo sign-in screen, select Forgot Password.
2. Check your email and follow the link provided.
3. Create a password for your account.
4. Return to the Kevo app and sign in using Continue with Email.

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Issue 4: User does not receive a Password Reset email

What’s Happening

This will happen if you submit a password reset request but specify the wrong email address for your Kevo account, or there was a typo in the email address when you submitted the request.

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What to Do

1. Re-submit the password reset request, making sure to use the proper email address for your Kevo account and also being careful when typing it especially if you are doing it from your mobile phone.

2. Another possible issue is that you may have forgotten the email address you originally used to create your Kevo account. If your Kevo lock was installed several years ago, you may have since switched to a different preferred email address. If you attempt to use the Forgot Password option with your current email address and nothing happens, it is likely because no Kevo account is associated with that address. 

   In this case, open the Kevo app and begin the sign-in process. The app typically “remembers” the email address that was used the last time you successfully signed in. Use that email address when selecting Forgot Password.

3. On the other hand, if you have used the correct email address, check your spam or junk email folder as it's possible for the password reset email to have been filtered out and saved there instead of your inbox.

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Important Notes

• Resetting the lock will not resolve password or sign-in issues
• Reinstalling the app is usually unnecessary for password problems
• Each sign-in method (Email vs Apple) must be used correctly based on how the account was created

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Related Articles

• Getting Signed Out Often
• Troubleshooting Bluetooth on iOS
• Troubleshooting Bluetooth on Android

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