Why Has My Passcode Suddenly Stopped Working?
A passcode that previously worked but is no longer accepted is almost always one of five things — the passcode has expired, the lock batteries are low, the passcode record has become corrupted, the lock firmware is out of date, or the lock itself has become stuck and requires a factory reset.
1. Check whether the passcode has expired. Some passcodes have built-in expiry rules. One-time passcodes expire if unused for 6 hours. Most remotely-generated passcodes must be used for the first time within 24 hours or they become inactive. If the passcode has expired, simply create a new one.
2. Replace the lock batteries. Low battery power can affect the keypad and fingerprint reader before the lock stops functioning completely. Keep in mind also that the battery level shown in the TTLock app may not always be up to date if the lock has not recently synced. We recommend replacing the batteries with a fresh set of high-quality alkaline batteries, even if the app indicates the battery level is sufficient.
3. Delete the passcode and create a new one. Occasionally, a passcode record can become corrupted, causing an otherwise valid code to be rejected. Delete the existing passcode from the TTLock app and create a new one. In most cases, the newly created passcode will work immediately.
4. Check the firmware version and update if there is an update available. Outdated firmware can sometimes cause unexpected issues.
Important:
- A factory reset permanently deletes all passcodes, fingerprints, users, and lock settings.
- Everyone who uses the lock will need to be set up again after the reset.
- The reset button is only accessible from the inside of the door. The lock cannot be reset remotely or from the outside.
If you are locked out, the physical keys are inside, and the passcode no longer works, there is unfortunately no remote recovery method. In this situation, you will need to contact a locksmith.
If the steps above do not solve the problem, please send us the following.
Your lock model and order number.
A short video with sound showing the passcode being entered and rejected.
A screenshot of the Passcodes list in the app.
A screenshot of the Records (log) screen in the app.
The same fault reproduced with the lock running on external power plugged into the emergency power port, so we can rule out the battery.
A video of you resetting the lock.
A screenshot of the passcode list after the reset, showing the new passcode created.
If you need any further assistance or have any questions, please do not hesitate to contact us.
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