# Troubleshooting mobile unlock

### **Scenario: Mobile access is not working**

1. Make sure the user has been allowed access to the intended room ([Go to guide](/setting-access/access-schedule-basics.md))
2. In Accessia app, go to **Profile** > **Permissions** and check there are no tasks to complete

### **Scenario: Bluetooth-based access (tapping the Reader) is working, but the phone doesn’t offer to pair for hands-free access**

1. Make sure **hands-free unlock (UWB)** is enabled for the door ([Go to guide](/site-setup/adding-doors/set-up-hands-free-uwb-unlock.md))
2. Make sure you’re using a compatible iPhone (iPhone 11 or newer, excluding iPhone SE and iPhone 16e)

### **Scenario: Accessia app pairs with the door for hands-free unlock, but fails to unlock the door**

1. Follow the guide to [reset the UWB pairing](/accessia-app/accessia-for-ios/troubleshooting-mobile-unlock/reset-uwb-pairing.md)


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