Why does my Smart Door Lock say "Unlock", but doesn't retract the latch/deadbolt?
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. If the steps below do not solve the problem, please send us a video or photos of what you tried.
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.
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 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.
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 you have any further questions or need additional support, please don't hesitate to contact our team.
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