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FAQ - KONE Residential Flow

FAQ lists questions and answers that most commonly arise during the use of KONE Residential Flow solution.

  • To use KONE Flow app, your smartphone needs to meet the minimum requirements: Android devices need to have Android 8.x or newer operating system and Bluetooth 4.0 or newer. iOS devices need to have iOS 12 or newer operating system. On earlier operating systems, full compatibility is not guaranteed. Please check with your device manufacturer for detailed specifications. Please refer to Download and install KONE Flow mobile application for more information.

  • Please make sure that you have activated your KONE Flow account using the invitation email provided by your administrator or main user. If you haven’t received the invitation email, please contact your administrator. Please check that you have entered correct credentials and your smartphone has internet connection. You can test the internet connection by opening a website. If you forgot your password, please refer to Reset KONE Flow password for detailed instruction. If the issue persists, please contact your administrator.

  • Please make sure that your smartphone has internet connection and you have filled all required information correctly. You can test the internet connection by opening your smartphone's browser. If you don’t have a KONE Flow account, please refer to Sign up for KONE Flow.

    If the issue persists, please contact your administrator.

  • Please make sure that your smartphone has internet connection and you have filled in a correct email address. You can test the internet connection by opening a website in your smartphone's browser. It might take a while for you to receive the email. However, if you do not receive the email containing the link to reset your password, please also check the spam folder of your email. For detailed instruction, please refer to Reset KONE Flow password.

    If the issue persists, please contact your administrator.

  • Your activation link might have expired, please contact your administrator or main user for a new invitation email.

  • Please make sure you have registered your key tag and you are authorized to access the door. Please refer to Manage smartphone keys, key tags and key codes and Open doors with key tag for detailed instruction.

    If you have access permission, please try your key tag on another door. If it works, please contact your administrator. If it doesn't work, please try other key tags. If the other key tags can open the door, the one that can not open the door might be broken. Please contact your administrator.

    • Please make sure that your smartphone has been registered as a smartphone key and Bluetooth function is enabled. For detailed instruction, please refer to Manage smartphone keys, key tags and key codes.
    • Please note that your smartphone needs to support Bluetooth 4.0 or higher. Please check with your smartphone manufacturer for your smartphone's specification.
    • Please make sure your smartphone is located nearby the access reader and you are authorized to access the door. To avoid possible interference, please take your smartphone out of pocket or bag and place it away from other devices, and try again. Please refer to Open doors with smartphone key for detailed instruction.
    • If the issue persists, restart your smartphone.
    • If the issue persists after retries, please contact your administrator.
    • Some Android smartphones require location settings to be on for door opening. For more information on how to enable location settings, refer to Optimize Android settings.
    • Some Huawei smartphones (OS version 7.0 or older) may experience problems with Bluetooth access. For example following models are known to experience this issue: Honor 7 [PLK-L01] and P8 Lite.
    • Some OnePlus smartphones (Android version 11) may experience problems with Bluetooth access. For example, the following models are known to experience this issue: OnePlus 7 and 8.

    Note: On some smartphones, low battery level can limit opening the door. The user cannot always adjust smartphone-specific battery optimization.

  • Please make sure that your smartphone has internet connection and the elevator you are trying to call is added as a favorite elevator. You can test the internet connection by opening a website in your smartphone's browser.

    To prevent misuse, the number of repeated elevator calls is limited. If you exceed the limit, try again after a few minutes.

    If your building has two or more elevators behind the same entrance door, and the wrong elevator always comes to pick you up, or the elevator call fails systematically, contact your administrator. The administrator can enable the correct elevator to pick you up.

    Please check Call elevator with KONE Flow for detailed information.

    If the issue persists, please contact your administrator.

  • Please ensure that your smartphone has access to internet and the Intercom function in KONE Flow Notification settings is enabled, and you have a nameplate in the intercom. You can test your internet connection by connecting to a website with a browser on your smartphone. Please refer to Receive video call from intercom, Activate and manage intercom calls and nameplates and Enable or disable intercom calls. If the issue persists, please contact your administrator.

    Some Android smartphones use battery saving methods and other application specific settings that make KONE Flow unresponsive for door opening, video calls, and similar features.

    Note: On some smartphones, low battery level can limit receiving intercom calls. The user cannot always adjust smartphone specific battery optimization.

    For more information on how to optimize Android settings, refer to Optimize Android settings.

    Similarly, some VPN services block video calls. To enable video calls, turn off your VPN connection. Also, some mobile operators are known to block the SIP protocol, which blocks video calls. To enable video calls, contact your operator or service provider to unblock the SIP protocol, switch contract or provider.

    Note: Locked iOS devices require additional steps to open the KONE Flow video call. For more information, refer to Open door for visitors during intercom call.

  • Please make sure your phone can make or receive normal phone calls. If not, please contact your carrier to make sure that there isn't any service outages or account issue. You may also want to check your phone's manual to ensure settings such as Airplane Mode or phone forwarding are configured correctly to be able to receive calls.

    If the issue persists, please contact your administrator to check the building's intercom status.

  • Please check that your smartphone has internet connection. You can test the internet connection in your smartphone's browser. For detailed instruction, please refer to Open door for visitors during intercom call.

    If the internet connection works fine on your smartphone but the issue persists, please contact your administrator.

    Note: Locked iOS devices require additional steps to open the KONE Flow video call. For more information, refer to Open door for visitors during intercom call.

    Note: If you have trouble opening the door during an audio call, you can close the call and open the door by calling back the intercom number within 1 minute.

  • If you are not the main user of your facility, your access rights can be modified by your administrator or main user. If you are a main user of your facility, your access rights can be modified by your administrator.

    Please contact your main user or your administrator for more information.

  • You can manage your keys, both smartphone keys and key tags, in the KONE Flow app following the tutorial: Manage smartphone keys, key tags and key codes. Please contact your main user (or your administrator if you are a main user) for modifying your access permissions.

  • If you are a main user or sub-user with administrator rights, you can create smartphone keys for your family members in the KONE Flow app under the Users section following the tutorial Manage User's access.

    If you are uncertain about whether you are a main user of your facility or not, please check with your administrator.

  • You can grant temporary access to your visitor using a key code. Please refer to Manage smartphone keys, key tags and key codes for detailed instruction.

  • Please download and install the KONE Flow app on your new smartphone, log into the KONE Flow app with the old credentials, and go through the onboarding wizard. Please refer to Register new smartphone or replace old smartphone for detailed instruction.

    Note: One account can only be logged in on one device at a time. When logging into a new device, you will be logged out on the old one and all permissions you have will be moved to the new one.

  • When experiencing an error or service failure, please follow the tutorials on the KONE support site to resolve the issues. If the issues persist, please contact your administrator for help.

    You can also use the KONE Flow feedback function in Help -> Feedback to help KONE solve your issue.

  • Please make sure that you are the main user of your facility. You can contact your administrator to check whether you are a main user. As a main user, you can manage your tenants' access rights through the KONE Flow mobile app. Please refer to Onboard main users not living in or using the facility and Manage User's access for more information.

  • As long as you are not signed out of the app and your smartphone or tablet has internet connection, you will receive the incoming calls. However, you will not receive incoming calls if you have enabled "Do Not Disturb" -option on your smartphone or if you have disabled the intercom calls from the KONE Flow app. Please refer to Manage intercom settings for more information on enabling or disabling intercom calls. Please refer to your device manufacturer for more information on how to enable or disable "Do Not Disturb" -option on your smartphone.

  • As the main user of a facility, you are responsible for managing the access of the sub-users of your facility. For more information, please refer to View Users and Manage User's access.

  • The main user is normally the owner of a facility. He or she is appointed by the administrator and has the permission to create sub-users.

    On the other hand, sub-users are persons who reside or need to access the building for a longer period. They could be residents, family members, tenants, or even roommates. Sub-users can have access to all features: intercom, access, messages, and elevators. Sub-users can also have the permission to create more sub-users, if Give administrator rights is selected during creation.

FAQ - KONE Residential Flow

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