Troubleshooting your Smart Door Lock
Unable to unlock/lock my door remotely
Is the Wi-Fi Gateway configured properly? - To be able to lock/unlock your door remotely (outside bluetooth range), you need to have a Wi-Fi Gateway configured. - To confirm you have a Wi-Fi Gateway configured correctly, go to your TTLock App, and in ...
How to reconfigure or reset your Wi-Fi Gateway
To reset or reconfigure the Wi-Fi Gateway, unplug it from the power source and plug it back in. When the gateway is powered on, it enters pairing mode for the first 60 seconds. During this time, you can reconfigure the Wi-Fi Gateway using the TTLock ...
I'm having trouble configuring my Wi-Fi Gateway/Wi-Fi Bridge.
If you have trouble configuring your Wi-Fi Gateway, first make sure you have followed the instructions on this article. If you still have issues, check the following. The distance and any obstructions between the Wi-Fi router and the Wi-Fi Gateway. ...
Why does my SDL-R1 deadbolt not locking all the way?
If your SDL-R1 deadbolt does not fully extend when locking, it is usually caused by one of the following issues. Alignment issue If the interior panel is not perfectly aligned with the strike box, the deadbolt will not be able to extend fully. To ...
Smart Lock Handle Has Lost Resistance
If the handle is loose or coming off, this can usually be fixed by removing the lock from the door and tightening the screws. If the handle turns freely or feels like it has lost resistance, please continue reading. All smart locks use a tension ring ...
Why doesn’t my smart lock automatically lock when Passage Mode ends?
If your smart lock does not automatically lock after Passage Mode ends, it is usually due to one of the following reasons. Auto Lock is turned off Auto Lock must be enabled for the door to lock automatically once Passage Mode ends. Check this setting ...
Unauthorised access alarm
Smart door locks are designed to do more than just lock and unlock a door. One important security feature is the unauthorised access alarm. This alarm is triggered when the lock detects repeated incorrect PIN entries. When this happens, the lock ...
Can your locks be integrated with existing mechanical master key systems?
Yes. The SDL-S2 and the SDL-SS1 and the Loqee Slim (Detachable key cylinder variation) come with a separate mechanical key cylinder (pictured below) which can be replaced with another euro cylinder to integrate with an existing mechanical master key ...
Troubleshooting Issue with your SDL-T1
If you're having any of the following issues with your SDL-T1 Lock, there are a few factors you can check to determine the underlying cause. Issues: Lock doesn’t lock or unlock,/Locks, but doesn't unlock. The bolt doesn’t come out all the way SDL-T1 ...
How do I fix an external handle of a SDL-S1 that has lost resistance
Watch this video - SDL-S1 handle that has lost resistance Take the lock off the door - Take off the screw behind the batteries and at the bottom of the inside panel - Unplug the cable carefully - Make sure not to pull it out with force, this may ...
Do I need to reconfigure my smart lock and Wi-Fi bridge if I change my internet provider?
No worries, you don’t need to connect the smart lock itself to your new Wi-Fi network, as it only talks to the gateway (also known as the Wi-Fi bridge), not directly to your router. If you’ve switched internet providers or got a new Wi-Fi network, ...
How to check if the alignment of your smart lock is correct?
How to Determine Alignment: To ascertain whether your lock is aligned with the mortise, use a small level to ensure both are properly aligned. By leveling both the mortise and the lock, you can confirm whether they are in alignment or if adjustments ...
I'm having trouble pairing my smart lock with my phone. What should I do?
If you're having trouble pairing your smart lock with your phone, there are a few factors you can check to determine the underlying cause. Lock not in pairing mode During the pairing process the keypad has to be activated for the TTLock app to ...
Can I purchase replacement mechanical keys for my smart door lock?
When it comes to replacing mechanical keys for our range of smart door locks, the process varies depending on the model you own: SDL-H1, SDL-H2, SDL-R1: Unfortunately, the keys for these models are uniquely designed and cannot be replaced. However, ...
Can I set timed passcodes for guests for my Airbnb?
Absolutely! Setting timed passcodes for your guests improves operational efficiency and ensures secure, authorized access for a specified duration. To generate a timed passcode using the TTLock App, you have two options: Option 1: Custom Timed ...
Can your locks be unlocked by pushing a button on the intercom?
Our locks do not have this built-in capability. However, you can consider the following workaround: Purchase a TTLock remote (SDL-XR1 Wireless Remote Key) to unlock the door via Bluetooth within range. Consider using an electric latch that can ...
Can I create passwords remotely without a Wi-Fi Bridge?
Yes, you can create auto-generated passcodes remotely, but not custom passcodes. Here's how it works: When you use the TTLock app, it employs a complex cryptography algorithm to create a unique code. This algorithm combines a unique signature ...
Why does my lock's battery drain so quickly, not even lasting close to the average 6-month duration as claimed?
Our locks are designed to have batteries that last approximately 6 months with average usage. If your lock's battery is draining faster than expected, there are a few factors you can check to determine the underlying cause. Sync your lock with the ...
How to update the lock firmware?
A firmware update is a software upgrade for electronic devices that can improve functionality, security, and performance. To update the lock firmware: 1. Go to lock Settings. 2. Navigate to the Firmware Update section. 3. Click on the Update button ...
How long do your locks disable after multiple incorrect attempts, and can this feature be disabled?
Our locks respond in two different ways to multiple incorrect entry attempts: For specific locks, like the SDL-R1, an anti-theft alarm will be activated in response to multiple incorrect attempts. This alarm sounds for about 5 seconds. Additionally, ...
How can I change the name of my lock if I input the wrong one during setup?
If you have accidentally entered the wrong name for your lock during the setup process, you can easily rectify this by following these steps: 1. Go to the lock settings. 2. Select "Basics" from the menu options. 3. Locate the "Name" section and click ...
What steps should I take if my guests are having trouble unlocking the door?
If you have guests visiting or if you are an Airbnb host, sometimes, they may encounter difficulty in unlocking the door, especially if you have the SDL-H1 or SDL-H2 lock models installed. This may likely be due to the privacy switch located on the ...
I am having trouble with opening and locking my gateway remotely. The extra blue button that allows me to do this has disappeared. Do you have any suggestions on how to fix this issue?
In order to regain access to the blue icon that allows remote unlocking, you will need to ensure that the remote unlock feature is enabled. You can do this by following these steps: Open the TTLock app and navigate to the lock ‘Settings’. Once you ...
Can I disable the sound on my smart door lock?
Absolutely! Here's how you can easily turn off the sound on your smart door lock: 1. First, log in to the TTLock App on your smartphone. 2. Next, navigate to the Settings section within the app. 3. Select the option for Lock Sound. 4. From there, you ...
Uninstalling SDL-H1: Simplifying Lock Troubleshooting and Maintenance
In the following video we're unveiling a quick and easy guide to uninstalling the SDL-H1 smart door lock. Whether you're troubleshooting an issue or replacing parts, this step-by-step tutorial ensures a seamless process, minimising downtime and ...
Why do I keep receiving notifications that the Wi-Fi Gateway/Bridge is offline?
The WiFi Gateway is designed to be sensitive to any drop in the internet connection, which can sometimes result in notifications being sent even if the connection is quickly restored. To ensure that there is no issue with the WiFi Gateway itself, you ...
How can I transfer a lock to another TTLock account?
To transfer a lock to another TTLock account, please refer to our comprehensive guide through this link: https://support.smartdoorlocks.com.au/portal/en/kb/articles/transfer-a-lock-to-another-account. It provides step-by-step instructions on how to ...
How do I delete a faulty lock from my TTLock App?
To delete a faulty or damaged lock from your TTLock App, please refer to the instructions provided in this article: How to delete a faulty/damaged lock from your TTLock App? This will guide you through the necessary steps to remove the lock from your ...
How do I reset my smart door lock to factory default settings?
Resetting your smart door lock to factory default settings is a simple process, but please note that all data will be erased during this procedure. Follow the steps below to reset your lock: Refer to the user manual to locate the 'reset' button on ...
Sometimes, the locking mechanism on my lock doesn't fully retract, making it difficult to unlock the door consistently. Can you please help?
We can provide you with some troubleshooting steps to resolve this issue: Start by checking the alignment of the lock on your door. Measure the distance from the edge of the door to the lock on both sides (x), as well as the distance from the bottom ...
I've turned off the Tamper Alert in the TTlock app, but an alarm still sounds when too many incorrect codes are entered. Why is this happening?
Don't worry, your lock is behaving as it should. The Tamper Alert feature is designed to trigger an alarm if someone tries to forcibly remove the lock's front panel. But irrespective of this feature, the alarm will sound if the wrong passcode is ...
Why does my door unlock as soon as I touch the keypad?
You may have the 'Touch to Unlock' feature turned on. 'Touch to Unlock' is an app level setting (not a lock level setting). Therefore turning this feature on/off for individual locks isn't possible. Follow the steps below to demine if the 'Touch to ...
Why is my SDL-SS1 mechanical keyhole cover coming off the lock?
Please refer to the article How to do I successfully open my SDL-SS1 mechanical keyhole cover? to avoid this issue in the future. If the mechanical keyhole cover is pulled in the wrong direction, it may cause the spring inside to come loose. If you ...
Why is my SDL-SG2 mechanical keyhole cover coming off the lock?
Please refer to the article How to do I successfully open my SDL-SG2 mechanical keyhole cover? to avoid this issue in the future. If the mechanical keyhole cover is pulled in the wrong direction, it may cause the spring inside to come loose. If you ...
How do I successfully open my SDL-SG2 mechanical keyhole cover?
Please refer to the YouTube video How to successfully open the SDL-SG2 mechanical keyhole cover
How do I successfully open my SDL-SS1 mechanical keyhole cover?
Please refer to the YouTube video How to successfully open the SDL-SS1 mechanical keyhole cover
Why is my SDL-G2 Not Unlocking?
Are you experiencing difficulty unlocking your SDL-G2 Smart Door Lock? Before you call for technical assistance, there are a few common issues to consider and steps you can take to resolve them yourself. Here's a comprehensive troubleshooting guide ...
Why is my SDL-SG2 Not Unlocking?
Are you experiencing difficulty unlocking your SDL-SG2 Smart Door Lock? Before you call for technical assistance, there are a few common issues to consider and steps you can take to resolve them yourself. Here's a comprehensive troubleshooting guide ...
How do I know if my lock is "Locked" or "Unlocked"?
You can use your TTLock app to find out if your lock is "Locked" or "Unlocked" while you're away from home. To access the lock remotely you must have a Wi-Fi bridge in place as well as "Remote Unlock" turned on your lock. 1. Go to your lock on the ...
The Fingerprint Recognition Only Seems to Work Occasionally
The fingerprint reader on SDL smart locks is usually very reliable. Sometimes if there is dust or residue on the sensor or if your finger is oily, unclean or wet this can impact the recognition. If this is the case we recommend cleaning the sensor ...
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