Why does my Smart Door Lock say "Unlock", but doesn't retract the latch/deadbolt?
Q: What should I do if my Smart Lock says "Unlock" but doesn't retract the latch/deadbolt?
If your Smart Lock say "Unlock" but fails to retract the latch or deadbolt, there are a few factors you can check to determine the underlying cause.
Low battery
One common reason for the latch not retracting is low battery power. Even if the lock's screen lights up and other functions appear normal, the batteries may not provide enough power to operate the motor. To address this, try replacing the batteries with high-quality, brand-new ones.
Rust in the battery terminal or Loose cable
Power up the lock with a fully charged power bank or a computer using the USB charging port (micro USB or USB C) on the front panel. If this fixes the issue, it could mean there's something stopping the battery power from coming through to the front panel.
Check if there's rust present in the battery terminal. Also check if the cable connecting the two lock panels is securely plugged in. Depending on the lock model, the connector plug might be located in the battery compartment, allowing you to tighten it without uninstalling the lock. In other cases, the plug may be tucked away in a cavity, necessitating lock removal for proper fastening.
Power up the lock with a fully charged power bank or a computer using the USB charging port (micro USB or USB C) on the front panel. If this fixes the issue, it could mean there's something stopping the battery power from coming through to the front panel.
Check if there's rust present in the battery terminal. Also check if the cable connecting the two lock panels is securely plugged in. Depending on the lock model, the connector plug might be located in the battery compartment, allowing you to tighten it without uninstalling the lock. In other cases, the plug may be tucked away in a cavity, necessitating lock removal for proper fastening.
Spindle/square shaft has detached from the front panel
Check if the spindle is attached to the front panel using the U-clip. The easiest way to check this is by taking the back panel off the door and trying the pull the spindle out from the inside of the house. If the spindle comes out, that mean the U-clip is not in place. When the U-clip is not in place the spindle can detach from the front panel causing the door not to open.
Spindle/square shaft is too long for your door thickness
If the spindle is too long for your door thickness it could create too much friction resulting the spindle not to move freely.
To check if the spindle is too long for your door thickness, test the lock with the just the back panel off the door. Also, check the parts list in the User Manual to see which spindle is suitable for your door thickness. You can either select a smaller spindle size (if possible) or trim the spindle using a grinder (Do this with caution and do not over-shorten the spindle).
To check if the spindle is too long for your door thickness, test the lock with the just the back panel off the door. Also, check the parts list in the User Manual to see which spindle is suitable for your door thickness. You can either select a smaller spindle size (if possible) or trim the spindle using a grinder (Do this with caution and do not over-shorten the spindle).
Alignment
Check the lock alignment (see this article for more details).
Privacy switch is turned on
When you try to unlock the door if the lock prompts 'Secured lock on', this means the Privacy switch is turned on in your lock. If the privacy switch is turned on Only Administrator Passcode, Administrator App and Mechanical Key can unlock the lock from outside. Turn off the privacy switch to see if it fixes the issue.
Check the lock alignment (see this article for more details).
Privacy switch is turned on
When you try to unlock the door if the lock prompts 'Secured lock on', this means the Privacy switch is turned on in your lock. If the privacy switch is turned on Only Administrator Passcode, Administrator App and Mechanical Key can unlock the lock from outside. Turn off the privacy switch to see if it fixes the issue.
See this article for more information on the Privacy switch.
Firmware not up to date
Firmware updates for smart locks are crucial software improvements that fix bugs, boost security, enhance performance (like battery life, motor control, connectivity), and add new features, ensuring the lock stays modern and reliable without needing hardware replacement, usually installed through the lock's app over Bluetooth while the phone is nearby.
Lock is stuck
If the lock becomes stuck during operation, it may not function correctly. Follow the instructions in the article to reset the lock and restore normal operation.
Faulty Motor
If the lock becomes stuck during operation, it may not function correctly. Follow the instructions in the article to reset the lock and restore normal operation.
Faulty Motor
If the whirring sound when locking and unlocking is pale or non-existent, try powering up the lock with a USB cable. If that doesn't fix the issue the motor could be faulty. Although this is highly unlikely for a new lock.
Broken clutch mechanism:
If you find yourself unable to unlock your Smart Lock using the mechanical key, it could indicate a broken internal clutch mechanism (although not always). It is crucial not to force the key if you cannot rotate it. Instead, we recommend reaching out to our support team for assistance.
Please note: When using the mechanical key to unlock the Smart Lock, always turn it clockwise. Turning it counter clockwise or attempting to use the key while the lock is not installed can lead to a broken clutch mechanism.
If the steps above do not solve the problem, please send us the following.
1. Screen shot of the app showing the battery level
2. Video of testing the lock with USB power
1. Screen shot of the app showing the battery level
2. Video of testing the lock with USB power
3. A photo of the back of the front panel clearly showing the U-Clip is installed
4. Video of testing the lock with the back panel off the door. Make sure you leave the door open during testing so we could see the locking mechanism in action.
5. Photos of your door and the lock from different angles showing the alignment
6. Screen shot of the app showing the firmware is up to date
7. Video of unlocking the door with the mechanical key
4. Video of testing the lock with the back panel off the door. Make sure you leave the door open during testing so we could see the locking mechanism in action.
5. Photos of your door and the lock from different angles showing the alignment
6. Screen shot of the app showing the firmware is up to date
7. Video of unlocking the door with the mechanical key
If you have any further questions or need additional support, please don't hesitate to contact our team.
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