What to do if the door won't open
Get inside, or get help, in minutes.
If the door to your Audio House studio will not open, work through the steps below in order. Most people are inside within two minutes. If you are not, we have a support line staffed around the clock, and we would rather sort it out than have you standing outside.
- Check the appConfirm your booking is active
- Push the door firmlyDoors are heavy and handles don't turn.
- Check your signalThe lock needs your phone online
- Text supportAvailable 24 hours
- Use in-app chatIf texting is not an option
Step 1: check the app first
Open the Audio House app and go to your booking. Confirm the session shows as active and that the unlock button is visible. If your booking has not started yet, the door will not respond until the start time. If it shows active, tap the unlock button and push the door open firmly. The door handles do not turn and doors are heavy.
Step 2: try the door again, slowly
The lock communicates with your phone over the internet. Tap the unlock button and push the door open firmly. The door handles do not turn and doors are heavy. Many people wait for the door handle to turn before pushing. This is a common misconception and you're not alone if that's what has kept you out.
Step 3: check your signal and Bluetooth
The unlock works over the internet, so your phone needs a data connection to confirm your booking first. Check that:
- Your phone has mobile data or Wi-Fi signal.
- You are standing within about a metre of the door panel.
If your signal is weak, step a few paces away from the building, let the app reload, then walk back and try again.
Step 4: contact support
If none of the above works, contact us straight away. Do not wait.
| How | Where to find it | When to use it |
|---|---|---|
| Phone or text | Call or text us at (385) 800-1836. | Text is fastest. Use this first. |
| In-app chat | Tap the chat bubble on any screen in the app | If you cannot make a call |
Support is available 24 hours a day, every day. We know that a locked door at 2am is not a minor inconvenience, it is a big deal. When you reach us, tell us your name, your location (Provo, West Valley City, Spanish Fork, Ogden, or Eagle Mountain), and that the door is not responding. We can push an override remotely in most cases.
Expect a response within a few minutes by phone or text. Chat may take a little longer overnight, so if you are standing outside, call or text first.
A note on why this happens
Door issues are rare, but they do happen. The most common causes are not pushing hard enough, waiting for the door handle to turn, a jammed door needing to be pulled towards you first, a phone that needs its app refreshed, or a brief network hiccup on our end. None of them mean your booking is lost. Your session time is protected: if a door issue delays your start, let support know and we will make it right.
Before your next session
A couple of small habits make a door issue much less likely:
- Open the app before you leave home and confirm the booking shows active.
- Make sure data is on before you arrive.
- Arrive three to five minutes before your start time so you are not rushing the unlock at the exact second the session begins.
If you ever have trouble, we want to hear about it, even after the fact. Feedback from the door helps us fix things for everyone.