Unlocking Your Porter
A locked Wifi Porter can't be reconfigured by just anyone — that's the point of locking it during setup. This guide covers what "locked" means and how to unlock one, including the common case of inheriting a Porter that someone else set up.
What "Locked" Means
There are two lock types, depending on when and how the Porter was set up:
- Locked to an account (current) — the Porter can only be reset by signing into the PHN account that locked it
- Locked with a security code (legacy) — an older method that used a code shown once, during setup, on the phone that configured the device. If that code wasn't saved somewhere safe, this lock type cannot be undone through the app
⚠️ In both cases, "unlocking" a Porter is really a factory reset — there's no way to keep the existing Wi-Fi configuration and just remove the lock. Once unlocked, the Porter needs to be set up again from scratch.
How to Unlock a Porter
Account-Locked Porter
- Open the Porter Setup app and select the Porter from your device list (or scan it)
- Tap "Reset to Factory"
- Sign in with the account that originally locked the Porter, if prompted
- The reset completes and the Porter is ready to set up again
Porter Locked with a Legacy Security Code
- Open the Porter Setup app and select the Porter, then tap "Reset to Factory"
- When prompted, enter the security code shown when the Porter was originally set up
- If the app is still installed on the same phone that did the original setup, it may autofill the code for you
I Bought or Inherited a Property with a Porter That's Already Locked
This is a common situation — a previous owner or tenant set up the Porter and isn't reachable. Since the app has no way to verify property ownership on its own, this can't always be self-served:
- If you know or can guess which PHN account the previous owner used (their email), try signing in with it, or use "Forgot password" if you have access to that email
- Otherwise, contact our support team (info@tenonedesign.com) with proof of ownership (such as a receipt or order confirmation) and the Porter's ID, and we can help from there
Screenshot: The Porter's Hardware ID, shown on its detail screen in the app
Troubleshooting Tips
| Issue | Solution |
|---|---|
| "Porter was not reset" | Make sure the phone stays held against the Porter for the full duration of the reset, and try again. |
| "Unable to unlock Porter. The code was incorrect." | Double check the security code for typos. Codes are case-sensitive and don't include spaces. |
| "This phone is unable to lock your Wifi Porter due to a storage error" (while setting up a new lock) | Restart the app and try again. If it persists, try a different phone. |
Need Additional Help?
If you're still stuck, contact our support team (info@tenonedesign.com) with the Porter's ID and, if applicable, proof of ownership.
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