Doesn’t wake up

[Hancox]

We have had our lock for about 3 weeks and regularly it either won’t wake up when we are outside trying to get in, or we are leaving and it won’t auto lock. Trying to connect from the app doesn’t work either. It’s like it’s just dead. If I flip the deadbolt enough times it eventually will “wake up” but if I’m locked out that’s not an option. Is this normal? It would be great if it just worked all the time like I’d expect a product to do.

[Eli]

@Hancox We are so sorry for the inconvenience caused for you. A ticket (#120811) has been created and our customer service representative is processing it. You can check your e-mail at your convenience, thanks!