Find mobile key troubleshooting steps for iPhone and Android devices
Iphone
A Mobile Key can be missing if you got a new phone or if the backup cannot be found.
If you’re experiencing issues with your Mobile Key setup or health checks, it’s essential to ensure that you are logged in to the same iCloud account you used when you first set up Casa. Below are the steps to verify and enable iCloud syncing for the Casa app:
Step 1: Confirm iCloud Login
1. Open Settings on your iPhone.
2. Tap your name at the top of the screen.
3. Scroll down and make sure you’re logged in to the correct iCloud account. This should be the same one you used during your initial Casa setup.
Step 2: Enable iCloud Sync for Casa
1. In iPhone Settings, tap on your name at the top.
2. Select iCloud.
3. Scroll down and look for the Casa app in the list of applications.
4. Make sure the toggle next to Casa is turned on to enable syncing.
Step 3: Verify Mobile Key Health Check
After enabling iCloud sync, open the Casa app and perform a health check to ensure your Mobile Key is properly connected and backed up.
If you still encounter issues, try restarting your iPhone or reach out to Casa Support for further assistance.
Android
1. Do Not Delete the Casa App: Deleting the app will also delete your private key, making recovery difficult. Always ensure you back up properly before making any changes.
2. Avoid Touching the Drive File/Folder: Do not modify or delete the Drive file or folder where your Casa backup is stored. Any changes could disrupt the Mobile Key backup process.
3. Make Sure You’re Logged into the Same Google Drive Account: Ensure you are logged into the same Google Drive account that was used when your key was created or backed up.
4. Save the QR Code Backup: Always save the QR code backup when setting up your Mobile Key. This can be crucial for recovery if the app encounters issues.
If Health Check Date Doesn’t Update or Backup Can’t Be Found:
1. Update the Casa App: Make sure you’re using the latest version of the app.
2. Check for the “casakeymaster” Folder: If the app can’t locate your backup, open your Google Drive and check for the “casakeymaster” folder. This folder stores the necessary backup files.
3. Clear Cache and Re-sign In:
•Sign out of the Casa app.
•Quit the app.
•Go to your device settings, clear the cache for the Casa app.
•Reopen Casa, sign back in, and perform the health check again.