TouchKey FAQs

We've created the below library containing lots of different questions and answers about ERA TouchKey, but if you do happen to have any additional ones, please don't hesitate to reach out to our team on 0345 646 1487. 

Product

1. What is ERA TouchKey?

ERA TouchKey is a keyless entry and exit solution for your door, that uses multi-level security authentication. The combination of mechanical door hardware and world-renowned smarter technology offers a new way to access your home without needing a key. The three part door solution features a smarter door handle, an auto-fire multi-point lock and a security cylinder. Specifically designed to be compatible with newly made and installed composite and timber doors. To find out more visit our information page.

2. Can I see how TouchKey works before I buy it?

Yes of course, please visit our TouchKey homepage for the latest videos and information about the smart security solution and how it works. If you have any additional questions, please reach out to our team 0345 646 1487.

3. Can I see TouchKey anywhere in person?

Please visit our How to buy information for the latest list of approved stockists in your area. Many of whom have the security solution on display within their showrooms. Or please visit the TouchKey homepage for the latest videos and information on the smart security solution and how it works. If you have any additional questions, please reach out to our team 0345 646 1487.

4. Is TouchKey suitable for any property?

Yes, ERA TouchKey suits many properties and can be fitted in any new composite and timber door installation. To see the different styles of doors available, please visit our How to buy information for the latest list of approved stockists in your area.

5. Can I fit TouchKey into my existing door?

As TouchKey is a complete three part door security solution, we have specifically designed it to be compatible with newly made and installed composite and timber doors only. It currently cannot be fitted into an existing door. Please visit our How to buy information for the latest list of approved stockists in your area. Many of whom have the security solution on display within their showrooms.

6. Can I fit TouchKey myself?

TouchKey will need to be installed by a professional tradesman and is not suitable for self-install. Please visit our How to buy information for the latest list of approved stockists in your area.

7. What sort of testing has TouchKey been subjected to? How well has this been tested? What process has it gone through?

ERA prides itself on ensuring that all our mechanical and smart security products are subjected to ERA’s rigorous testing procedures. This includes in house testing in our UKAS accredited testing facility and independent external testing by certified regulatory bodies.

The TouchKey solution has been independently tested and accredited.

8. BSI IoT Kitemark – what is that?

The British Standards Institute (BSI) developed a kitemark centred around the Internet of Things (IoT) products due to the growing demand for connected solutions. The BSI deemed that rules and regulations around data transfer, security and functionality for such products, should be more stringent and independently assessed. Ensuring that as consumers, you have confidence in the products you choose to purchase.

Once a product has passed the required set of rigorous tests outlined by the BSI, that product is awarded the IoT Kitemark. Marking those products with a Kitemark is a visibly way for them to be recognised as trustworthy, safe and secure. Devices with the IoT marking make it easier for consumers to make an informed choice.

For more information on the BSI and the IoT Kitemark, visit the BSI website.

9. How does it all work – is it all smart technology?

ERA TouchKey is a three part door security solution for your new door. Comprising of a smarter door handle, an auto-fire multi-point lock and a thumbturn security cylinder. The mechanical hardware (lock and cylinder) works seamlessly together with the smarter door handle to offer keyless entry and exit. The keyless entry system uses multi-level security authentication within the handle to unlock your door. To lock, simple close the door and the auto-fire lock will automatically fire all locking points and secure your door upon closing. To exit, it's simply a case of using the thumbturn.

10. How do I operate TouchKey? How many ways are there to operate TouchKey?

There are multiple individual methods of entering your home when using TouchKey:
a) the advanced fingerprint sensor
b) using the ERA Smart Home app (remote unlocking is also available if you have purchased the ERA Protect alarm hub)
c) via Bluetooth (including auto-unlock using geolocation technology)
d) iPhone users can use Siri to voice unlock
e) manual key override
To exit from the inside, it's simply a case of using the thumbturn. To lock simple, close the door and the auto-fire lock will automatically fire all locking points and secure your door upon closing.

To see TouchKey in action, please visit the TouchKey homepage for the latest videos and information

11. How is TouchKey powered?

TouchKey’s smarter handle is powered by 4 x CR123 batteries (supplied) contained within the internal handle. All wiring is contained within the handle with timely user push notifications when batteries are running low.

Remove the battery cover to expose the batteries. The auto-fire lock and cylinder do not require power.

12. How long will the batteries last?

On average 4 x CR123 batteries will last 6-8 months with continued use (typical usage of 10 openings a day).

13. Will the system tell me when the batteries are running low so that I can change them before they run out?

Yes, you will receive notifications via your Smart Home App to let you know when the batteries are starting to run low, giving you plenty of time to change them before they run out.

Once the battery power is at a significantly low level, the fingerprint sensor and Bluetooth will stop working for security reasons until the batteries are replaced. You can still use the manual key override at any point, even when the batteries are depleted. We strongly advise replacing the batteries as soon as the warning notification is sent to your smartphone.

For security reasons, if the handle enters fail-safe mode, the handle will be locked in the closed position until a verified entry method is used. This protects against power failure when you are away from the door for an extended period (for example when you are on holiday). The manual key override should be used in this instance to unlock the door.

14. Where do I buy batteries from?

Most DIY shops and some supermarkets sell CR123 batteries. Please ensure that you purchase branded good quality batteries.

15. Can I use rechargeable batteries?

No, it is not possible to use rechargeable batteries within the TouchKey handle.

16. How long do I have to change the batteries, once the low battery notification is sent?

We advise you to change the batteries immediately when notified or within a maximum of 7 days from being notified. However, this would depend on how often the door is used during that time.

17. I have two battery covers?

We supply a plain black battery cover as standard with the TouchKey handle and include an additional quilted effect battery cover within the box. You have the choice of which one is used.

18. Can I check if my door is locked?

When entering the property, the TouchKey handle will lock in place within 5 seconds of the handle returning to the horizontal position. After 5 seconds, if you push the handle down, it will not move.

Upon closing your door, the auto-fire lock will automatically fire all locking points and secure the door, there is no need to perform any additional operation to deadlock the door. To exit from the inside of the property, turn the thumbturn towards the hinges to release the lock.

19. What is an auto fire multi-point lock?

The TouchKey auto fire lock means that when you shut the door, your property will be locked and secured. Upon closing, the lock automatically fires multiple locking points along the length of the door to secure. There is no need to perform any additional operation to deadlock the door.

To exit from the inside of the property, turn the thumbturn towards the hinges to release the locking points, to allow the door to open.

20. Do I need WiFi to use TouchKey?

The TouchKey handle itself does not connect to the internet. Your smartphone will need an internet connection, via WiFi or data, to enable the handle to communicate with our platform, when you are using the ERA Smart Home app.

21. What strength of internet will I need to use TouchKey?

For the initial set up of the ERA Smart Home app, adding fingerprints, and using Bluetooth to unlock the door, we would recommend a minimum upload speed of 1 Mb/s.

22. What is the TouchKey Communications module? Does it use WiFi?

The TouchKey Communications module sits under the antenna cap of the smart handle and enables you to remote unlock your door via an ERA Protect smart hub (purchased separately) from anywhere, anytime. The communications module talks to the smart hub via 868MHz only and does not use or require a WiFi connection.

23. I’ve lost the battery cover, screw cover cap or cylinder cap on my handle, can I buy spares?

Yes, please contact our team on 0345 646 1487.

24. Can I use a key as backup?

Yes, we provide 3 x physical keys with each TouchKey. To access the keyhole to use your key, you will need to firstly remove the cover cap. We provide a handy keyring with each key to allow you to remove the cap, please retain this key cap.

25. Can I get further copies of the key?

You will receive three keys when your door is installed. We envisage most users will use keyless technology e.g. fingerprint entry, or the app to open their door. However, you may wish to consider a key safe or box to be used in an emergency should you need it.

26. Is there a warranty on TouchKey?

At ERA, we firmly believe in the quality of our goods. Our technology achieves outstanding performance and durability and we can therefore offer, in addition to your statutory rights, an additional limited guarantee on the TouchKey solution for a period of two years from the date of purchase/ installation. Please view our warranty terms and conditions for further information. If you do experience any issues, please reach out to our team on 0345 646 1487.

Fingerprint Technology

1. How does the TouchKey fingerprint technology work?

The fingerprint sensor within the TouchKey handle has in-built sophisticated 3D profiling smart technology, that reads the user's fingerprint and stores it within the handle in an encrypted format. Over time, each time the registered fingerprint is used and verified, the fingerprint sensor learns and adapts to the characteristics over time to establish robust user recognition.
The fingerprint technology within TouchKey is used on many different applications across the globe today, including mobile phones, laptops, credit cards, suitcases and many more.

2. If the fingerprint stops working will that jam/stop the cylinder/lock working?

If there are 12 consecutive failed fingerprint attempts by a user or users, to open the door, then the fingerprint sensor will be disabled. Once disabled, the fingerprint sensor on the handle will remain unresponsive to touch until unlocked. You will need to use the ERA Smart Home app to unlock the fingerprint sensor, the admin user will need to verify (with two-factor authentication) that an authorised user is trying to unlock the door.
If you are unable to use the fingerprint sensor for any reason, you can still use other entry methods to open the door. There is also the manual key override, which can be used at any time.
For security reasons, if the handle enters fail-safe mode, the handle will be locked in the closed position until a verified entry method is used. This protects against power failure when you are away from the door for an extended period (for example when you are on holiday). The manual key override should be used in this instance to unlock the door.

3. Is my fingerprint saved in the cloud?

No, each registered fingerprint is saved within the handle itself, and the data is encrypted.

4. How many fingerprints can be stored?

Up to 50 standard fingerprints can be stored. If you are using enhanced fingerprints, each profile uses two storage slots and therefore the overall number of fingerprints you can store is reduced. For example, if all users are utlising enhanced fingerprints then the total number of fingerprints that can be stored is reduced to 25 in total.

5. Can you set up multiple fingerprints for one person or use a thumbprint?

Yes, within the 50 fingerprint limit (see previous answer above regarding number of fingerprints) you can have multiple fingerprints per user. You can register either a finger or a thumbprint.

6. How do I add a fingerprint?

Please do the following:
a) Open the ERA Smart Home app and select TouchKey
b) Open TouchKey settings and select Fingerprints
c) Click the + icon to add a fingerprint and give it a name, follow the on-screen instructions
d) The app will let you know when to place your fingerprint on the sensor (please ensure this is centrally placed on the sensor so it captures the profile)
e) Your app will update once successful
f) Please ensure you test the fingerprint by placing it on the handle before closing the door

7. Can I remove or add fingerprints at any time?

Admin or Family (with the relevant permissions) users can add and remove any users' fingerprints. You must be next to the TouchKey handle to do this as the handle will need to connect to the ERA Smart Home app to make the required changes.

8. If I cut my finger or my hands are wet/dirty, will it still work?

This will depend on the severity of the cut. As the sensor uses 3D profiling smart technology, as long as it can recognise enough of the fingerprint profile that was created, your handle will recognise your fingerprint. We would recommend setting up a couple of fingerprints per user to give an alternative option, should it be required.
As with a cut finger, it depends on how wet or dirty your finger is. If the finger is not recognised, give the fingerprint sensor a quick wipe, and try again.

9. Will it work if the sensor is wet?

Yes, the sensor is waterproof to IP66 standard, and also has a sophisticated coating to prevent water from settling on the sensor.

10. Does the fingerprint sensor work if the fingerprint is not attached to a person?

No, the fingerprint sensor identies a fingerprint profile using technology that won’t work unless there is a blood supply, heat and moisture present.

System/ ERA Smart Home App/ Cloud Platform

1. Can I control who has access to my TouchKey?

Yes, within the Smart Home App, there are different levels of account access that allow certain privileges – Admin user, Family user and Guest user.

As an admin user, you have complete control to set up, change and remove any users at any time. Within each Family and Guest user profile, the Admin user defines the required access level.

2. Can you have more than 1 admin user? How many Guest/Family users can be added?

Yes, you can have more than 1 admin user and there is currently no limit on the number of Guest or Family users that can be added.

3. Can you have more than 1 handle per app account?

No, currently only one TouchKey product can be registered per ERA Smart Home App account.

4. What is a virtual/ digital ekey?

Within the Smart Home App, you can set up guest/ family users to enable access to your TouchKey and the wider ERA Protect alarm/camera system. You can define the access level by the user and only an invited user can access TouchKey (within their individual settings).

A digital ekey is a term used to send an invitation to a guest/family user, which you can revoke at any time. All digital ekeys are created securely on ERA’s cloud platform creating a two-factor security authentication.

5. How do I send virtual/ digital ekeys?

Please do the following:
a) Open the ERA Smart Home App (iOS or Android). Open “Account Settings” in the ERA Smart Home Menu
b) In the “User Detail” section, select “Guest User” and click on the “ + ”
c) Select the type of account/ user you wish to create - Guest or Family and complete their details
d) In the share section at the bottom, you can choose the functions you wish to share by selecting/ deselecting the options
e) Once you have defined the users' access level (e.g. specified dates/ times etc.), click “Save”
f) You will then receive a notification that the Guest Invitation has been sent. The Guest user you have created will be added to the Guest User List in your App.
g) The invited users will then be sent an email.

6. If I send someone a virtual/digital ekey, do they need the app?

Yes, a guest/family user will need to download the ERA Smart Home app to be able to use a virtual ekey.

7. Does it integrate with other smart home devices?

At the moment, the ERA TouchKey will work with the ERA Smart Home app and can be integrated with the ERA Protect Alarm, Cameras and Doorbell.

As technology converges to a common communication system, we will investigate and introduce solutions, allowing communication with other smart home devices.

8. Can I connect it to my existing home alarm system?

The ERA TouchKey will integrate with the ERA Protect alarm system.

9. What is ERA Protect?

ERA Protect is a smart security system that integrates with ERA TouchKey. TouchKey can be used as a stand-alone entrance door security solution or within the ERA Protect smart ecosystem for complete integrated home security and monitoring.

ERA Protect combines a smart alarm hub, accessories, video doorbell, indoor and outdoor cameras. All accessories can be added to the system at any time. Using a smart alarm hub alongside TouchKey will allow you to remotely unlock your door from anywhere, anytime. For more information, visit our smart alarms page.

10. Is it an alarm system? Will an alarm go off if someone other than me tries to enter?

The TouchKey is not an alarm system, if the handle is attacked, and your handle is connected to an ERA Protect smart alarm hub, your alarm will be triggered, and you will be notified. The handle will also emit a beeping noise.

11. Will it tell me if someone whose fingerprint isn’t registered tries to access it?

Yes, you can download data from the handle, which will indicate if an unrecognised fingerprint was used.

If there are 12 consecutive failed fingerprint attempts by a user or users, to open the door, then the fingerprint sensor will be disabled. Once disabled, the fingerprint sensor on the handle will remain unresponsive to touch until unlocked. You will need to use the ERA Smart Home app to unlock the fingerprint sensor, the admin user will need to verify (with two-factor authentication) that an authorised user is trying to unlock the door.

12. Will it impact my house insurance policy? Do I need to tell my house insurer?

As the TouchKey door solution includes a multi-point lock, we do not see it impacting your home insurance policy. However, you may wish to contact your provider for further advice.

13. What happens if I lose my phone? Can someone else let me in remotely?

For ultimate peace of mind, we provide a key override with each TouchKey.

If your fingerprint is registered, you can still use TouchKey without your phone. If you have the ERA Protect Alarm hub installed and set up with your TouchKey, then someone else with access to the ERA Smart Home app will be able to unlock the door remotely.

14. If something goes wrong, will I be locked in/out of my house?

For ultimate peace of mind, we provide a key override with each TouchKey. On the inside, simply turn the thumbturn to exit. If the app or fingerprint module is locked, then you can use your key to enter.

Or if you have the ERA Protect Alarm hub installed and set up with your TouchKey, then someone else with access to the ERA Smart Home app could unlock the door remotely. If you do experience any issues, please reach out to our team on 0345 646 1487.

15. Is it possible that the TouchKey handle could be hacked?

The TouchKey door solution has been through rigorous independent testing to certify the safety of the data, its security, and the functionality of the ERA Smart Home app. Such testing is ongoing to ensure the product adheres to the required standards even as technology evolves.

We cannot prevent anyone from attempting to hack the product, however, we have sophisticated multi-level security verification and authentication across all of the entry methods which would inhibit any potential threats.

Each registered fingerprint is unique to the individual, is encrypted within the handle itself, and the data never leaves the device. The TouchKey handle does not connect to the internet only to your phone.

16. Does the ERA Smart Home app work with Apple and Android phones? What sort of phone do I need?

Yes, the ERA Smart Home app can be downloaded from the Apple Store or Google Play. We support the ERA Smart Home app, on Android and Apple devices using the current version of the operating system, and the previous version. Please check with your smartphone provider for details on their operating system versions.

17. Is my data secure?

All data we store is encrypted. We have a compliant platform hosted on a UK ERA-owned data server.

The TouchKey door solution including the ERA cloud platform and Smart Home app have been through rigorous independent testing to certify the safety of the data, its security, and its functionality.

18. Can the app be hacked – will it reveal my address?

Some individuals and groups will attempt to obtain data. However, we have sophisticated multi-level security verification and authentication across all of the entry methods which would inhibit any potential threats. We have received the BSI IoT Kitemark, and also have developers who are constantly monitoring our systems, to ensure the data is secure.

19. Where do I get the app?

The ERA Smart Home app can be downloaded for free from the Apple App Store or Google Play.

20. How many users can have access to the key/lock at the same time?

One person at a time can have an active connection from a smartphone to the handle.

21. Can you put a child lock on the app?

This would depend on the functionality of your specific smartphone.

22. TouchKey won’t pair to my app, what do I do?

Please do the following:
a) Remove the batteries from the internal handle, wait 5 seconds and then reconnect them.
b) Open the ERA Smart Home app and check to see if you get a connection.
c) Go to Bluetooth settings, and unpair the handle. Reopen the app, and you should get a notification to pair your phone and handle.
d) If you are still experiencing issues, please use your fingerprint (if enrolled), or key override, and give our team a call on 0345 646 1487.

Geolocation / Bluetooth Technology

1. What is Geolocation?

Geolocation allows you to use the location of your smartphone to auto-unlock the door as you approach the property. Within the range, a trusted digital ekey allows access to the property without taking the smartphone out of a pocket. Sophisticated technology ensures that when at home, the door cannot be unlocked by someone else when you are within range.

When setting up Geolocation for the first time, we recommend standing close to the door to get the precise location for auto-unlock.

2. How far away from the door will I be, before the TouchKey unlocks?

To use this feature, you must move outside of the 200 metre range for your app to register that you are in ‘away’ mode. Once you then return into the 200m range, your app will notify you that you are in ‘home’ mode preparing for your arrival. The app will not search for the handle until you are 5-10 metres away from the door and will not unlock until it reaches your precise Geolocation coordinates, this is for security reasons. When you approach the door there is a slight delay while authentication takes place and the door opens, this time can be adjusted within the app settings.

3. To use Geolocation, do I need my app open in the background?

Yes, to use this entry method, your ERA Smart Home app must stay open in the background at all times. If you close the app, you will receive a notification that services to the handle have stopped and request you reopen the app. Please ensure that you change location access in your ERA Smart Home App to “Always” (without this setting, geolocation will not function).

4. How many user accounts can use Geolocation?

The maximum number of accounts using Geolocation is 10.

Voice Unlock

1. How to set up voice control unlock?

For use with Siri on iOS (not currently available on Android):
a) Open the ERA Smart Home app, and click on TouchKey settings
b) Select the "Voice Unlock" setting
c) You will see a request to allow the ERA Smart Home app to use Siri, click "OK". Follow the on-screen Siri prompts to finalise set up
d) Voice unlock is now active with the default phrase
e) You can now open TouchKey by using the following phrase “Hey Siri, unlock ERA TouchKey”. You can personalise the phrase if you wish within the set-up process.

2. Does this work with Android?

No, the voice unlock function is only currently available for use with Siri on iOS.

Customer Support

1. I have a question, who can I speak to and when?

Our customer support team are available Monday – Saturday from 9 am – 5 pm. Give our team a call on 0345 646 1487. Or there are lots of frequenetly asked questions, videos and downloads available on the help and advice pages.

2. If I’m broken into, would I need a specialist locksmith or could anyone fix it in the short term?

Depending on your insurance policy, you may need to contact them first, to make your home safe. We would then advise you to contact your door installer for advice or your insurance company may have a process in place for such policy claims. The Master Locksmith Association (MLA) have a searchable database of their approved locksmiths in your area.

3. What do I do when I move house? Can I take it with me?

No, the TouchKey system will be fixed permanently to the door it is installed in and cannot be transferred to another door at a later stage.

4. Are there any ongoing/annual fees?

No, there are no additional fees for the TouchKey door solution once installed.

5. Where can I buy TouchKey from?

The TouchKey door solution is suitable for newly installed composite and timber doors only. It will need to be installed by a professional tradesman and is not suitable for self-install. Please visit our How to buy information for the latest list of approved stockists in your area.

General

1. Who is ERA?

ERA has been at the heart of British lock making for over 180 years. That knowledge, experience and expertise in securing homes across Britain, drives our product innovation
forward for a new generation of homeowners. As people have adapted the way they live, we have adapted how we help them to protect the things that are important to them. With TouchKey, we combined our love of mechanical security with world-renowned smarter technology, offering you a new way to access your home without needing a key.

2. I’ve lost my user guide – what do I do?

Please visit the TouchKey info page for the latest downloads, videos and information. Or give our team a call on 0345 646 1487.

3. What happens if I move house?

If you move house, please ensure that you pass your physical keys, user guide etc to the new homeowner. You will need to decommission, reset the device and delete the ERA Smart Home app account, to enable the new owner to register the product. Please refer to your user guide or contact our team on 0345 646 1487 for help.