Door lock not locking

I walk to the door in the front of the house or back door and randomly it is unlocked as it never locked back when someone went out. I called customer service and their recommendation was to reset it and lose all fingerprints and passwords and start all over. Still having the same random problems!! Now what???

The community and U-Tec team need more info to help. What model lock do you have? Do you have the auto lock feature enabled? What is it set to? Have you checked the audit log (history tab) to see if the lock was attempted but it reported a jam. But agree, they shouldn’t jump to resetting the device.

@Turner Our support team will follow up with you for this issue via the ticket 91691, please check your email.