We just started having the same issue. Fingerprint pad is not working. Keypad is working fine.
We bought a specifically for the fingerprint feature, so this is quite annoying.
- Deadbolt
- Lever
- Bundle
- Cloud Platform
- Ultraloq
- Accessories
We just started having the same issue. Fingerprint pad is not working. Keypad is working fine.
We bought a specifically for the fingerprint feature, so this is quite annoying.
If you manage to get this access to old
Firmware versions please let me know. They have removed it from the website here and I have been trying to obtain it for awhile so I can downgrade my firmware
What’s the point? I have submitted 3 tickets for my locks. Two of them failed - both just outside of warranty. I bought them 2 years apart. You’ve offered me a discount coupon for a new one… that’s it.
I can send you a video showing the fingerprint scanner works but it DOES NOT work to unlock anymore. People should go into their U-Home app and try to add fingerprints to a user. Guess what magically comes alive that was previously dead? The fingerprint scanner. You can add fingerprints and it confirms it via app. All is good. Now try to open the lock? Nope. No response. No acknowledgement. You can add fingerprints all day long and it scans fine. Try to open it? Nope. It’s asleep.
@Gaede Hi there, we have contacted you in ticket #237619, please kindly check our message in your e-mail. Thanks!
I didn’t receive any email. No support ticket opened that I can see.
We live in Canada and they won’t even offer the 30% discount 
What a joke!
Waste of money! No support, no discount because we live in Canada.
@Gaede Hi there, we have contacted you in ticket #237619, please kindly check your e-mail. Thanks!
@Britt Hi there, we have contacted you in ticket #237956 and #237957, please kindly check your e-mail. Thanks!
I bought the TTLOCK YD-5 smart lock and i had it less than a month. The fingerprint sensor quit even lighting up, no error or anything. I contacted the customer service people and their discrimination toward me is ridiculous. They answer everyone but me all because of who i am or what ever their problem is with me. Is it due to my race, or where i live? I been trying to contact them for 3 weeks and they ignored all my messages.
@user3 Dear customer, could you please confirm whether the lock you have is a TTLOCK YD-5 smart lock or an Ultraloq Smart Lock? Our company’s brand is Ultraloq. Thanks!
I’ve also had this issue. Luckily it was within warranty period. Unlucky that it keeps happening. I’ve replaced the outside and inside unit 2X. Last time was in the last month. Fingerprint reader stopped after 1 week. Everything else works fine. I bought the original unit December 2022. Unless there is a real fix for this issue, I guess I’m done calling support.
I am having the exact same problem - keypad works, but fingerprints scanner is not responding! Even unable to update or add new finger print. The U-bolt Pro Wifi smart Deadbolt is less than one and half month old! Please help!
How has there not been a recall and an actual fix for this? How has there not been a class action suit filed yet? My replacement is still working (knock on wood), but I’m fully expecting the problem to eventually happen again.
@Arindam Hi there, we have contacted you in ticket #263177, please kindly check your e-mail. Thanks!
I’ve had the same issues. I have 3 of the pro series. The fingerprint function is very disappointing for the price point.
The fingerprint reader on my deadbolt no longer works either, despite being unplugged and re-plugged, replacing the batteries, etc. Does anyone know what goes bad in these, and whether UTec has fixed it in their new products? Or if the old ones are fixable?
@Wheeler @Dahl We apologize for this inconvenience caused. Please click here to submit a ticket and we will try our best to help.
I did submit a ticket, but despite it being a common known defect they only offered me a 30% discount on a new one (similar to Amazon pricing), with no promise that it wouldn’t have the same problem. That seemed like there was a good chance I’d be spending more money to get the same problem and poor customer service again, so I shopped around and replaced it with a Yale Assure Lock 2 that has a keypad, fingerprint, key, app control, Apple HomeKit, and WiFi (YRD410-F-WF1-619). It installed in about half an hour, and I’m pretty happy with it so far.