Why the lock cann’t be locked/unlocked?

  1. If the latch does not extend, please ensure that the lock is installed with the lock horizontal and perpendicular to the floor. If the lock is installed at an angle, the latch may be stuck and will not turn.
  2. Please check if the door opening direction is correct, it can be set in the App (Settings-Door opening direction).
  3. There are only 3 ways to lock: Press and hold the lock button in the application for 2 seconds, press the “#” key on the keyboard for 2 seconds, and physically press the keys.
  4. If you long press the privacy mode button to turn on the privacy mode, you can’t open the door by entering your password and fingerprint.

    If you are experiencing a situation where you cannot unlock/lock the door please follow these steps to troubleshoot the problem. If the above does not solve the problem, please contact us and we will get back to you as soon as possible.