Frequently Asked Questions
Select a category below, or use the search to view frequently asked questions about the Aladdin Connect Devices and app.
Log out of the app and log back in. If that does not work delete the app and download it again. Door should reappear.
The new app maintains all of the most popular features including the ability to set rules to get notified when you door is open for a long time or late at night. The biggest change is behind the scenes. We have updated the cloud service to provide a faster, more scalable, and more reliable service. When you update the app, you are also switching your service from our existing backend to the new backend platform.
When another user of the app that controls your garage door opener updates their app, they switch the backend services to new platform, which requires all other users to do the same. If you are the first user to update the app, then all other users will get the notification to update their app. They will not be able to use the Aladdin Connect app until they complete the update.
When one user updates their app, it updates the back for that device. Therefore, the old app and the old backend system will not work anymore. Everyone needs to update their app when one user makes the update.
The new backend infrastructure improves performance and reliability. This major update allows us to make frequent app and security updates. Eventually, we will sunset the old app and require everyone to update so that we can maintain your system and continue to provide security patches when necessary.
When you successfully login to the 6.X version of the app, the 5.X version will no longer work.
When any user updates their app to version 6.X, all of the users on that system will be forced to upgrade 6.X. All users need to be on version 6.X.
You can call the customer care team at 866.599.4995 Mon-Fri 9am-8pm EST, Sat 10am-6pm EST or via email at ac-ohd-support@overheaddoor.com
You can use forgot password link in the new app to reset your password.
Steps to set up Face Authentication/Touch ID on the Aladdin Connect app in Android
**Open App**: Launch the Aladdin Connect app. You’ll see the first screen with two main buttons: ‘Sign Up’ and ‘Sign In’.
**Initiate Sign-In**: Tap ‘Sign In’ > On the login screen > Enter userName and password and click Login.
**Authentication**: We now validate the userName and password and then show "Enable Biometrics Login" dialog. Now they have to select "Yes" and then the O.S will ask user to validate touchID or faceID depending on what the device supports.
**Login Successful**: After completing the above step the user will be automatically logged In.
To Sign In Using Face ID/Touch ID:
After the initial setup, open the Aladdin Connect app, and it will prompt you for Face ID or Touch ID authentication for quicker access.
If you would like to use Siri Shortcuts, press the door name on the home screen to get to the door detail screen, then turn on Shortcuts.
When you upgrade your app, all other users of the same door need to update their app as well. Other users won’t show up in your invitee list until they have upgraded their app.