About 2 weeks ago our lock (installed in January 2024) started randomly not responding to our codes or thumbprints… sometimes it worked, sometimes it would light up 2 numbers and then nothing. We assumed it was the batteries and finally got around to changing them. But now it won’t work at all… everything is updated and it says that batteries are high but the lock won’t respond to any code or fingerprint or even with the app. It also keeps saying that the lock is jammed even though it is clearly not. Any advice?
I am having the same exact issue with the pad and numbers not responding even with brand new batteries. We are even having the 1 and 2 numbers light up, but not working properly.
@Hatfield Thank you for your message. Our dedicated support team will reach out to you soon via ticket #516861 to help you resolve the issue. Please keep an eye on your inbox.
Today I added a new code and tried to use it, that didn’t work, no response or anything.
My tenant just came home tried to come in and no response her code which she’s used for years. She told me she thought the batteries needed to be changed but they show medium strength in the app.
The thumb reader stopped working on my back door too.
I have 4 of these at two properties. I am concerned that I will need to replace them all for unreliability.
Having the same issue so I removed the device from my app. And now it won’t let me add it back and the so called reset button doesn’t work at all. Support said my lock is out of warranty and yet they say they have a lifetime warranty on mechanical parts defect. I would think that’s a mechanical part if the reset button doesn’t work and/or if the deadbolt doesn’t lock or unlock and keeps saying it’s jammed even if it’s in locked position. And they want to offer a 30% discount for a replacement. Why would I pay for a replacement for a device that eats up the battery fast, fingerprint would often not work, and same with pin. Door sensor went out not even a year from purchase. It allowed me to remove the door sensor and the same happened, it didn’t allow me to add it back on.
@Dodd Thank you for your message. Our dedicated support team will reach out to you soon to help you resolve the issue. Please reply to us in the ticket #518272.
