FREQUENTLY ASKED QUESTIONS

HAVE A QUESTION? HERE ARE SOME OF THE MOST FREQUENTLY ASKED QUESTIONS WE GOT. 

Take some time to read over these questions and the answers and hopefully it solves the question at hand. 


If it doesn't, feel free to reach out to us anytime. 


The lock is reversed, locks, when unlock is pressed on App, vice versa.


This is a problem that occure mainly due to missing a step during installation.Please watch the video above and follow the following steps to fix this issue:

With the door open, please make sure the bolt is fully extended out, and the turn knob is facing vertically on the inside.
With that said, remove the batteries and only put in 3 batteries first.
Hold down the program button while putting in the 4th button to start the self-check process.
This Process will determine if the lock is open or closed.
You will hear a series of beeps and clicks from the lock trying to open and close.
Once this process finishes (only takes less than 20 seconds), your lock will be oriented correctly.

When you first installed the lock, it doesn’t know if the door is open or closed, that’s why we need to let it know so it knows what to display as the bolt is manually extended on first try.

The lock Auto Unlocks after 30 Seconds and it Unlocks everytime I press the OK button.


This is a problem that occure mainly due to missing a step during installation.Please watch the video above and follow the following steps to fix this issue:

With the door open, please make sure the bolt is fully extended out, and the turn knob is facing vertically on the inside.
With that said, remove the batteries and only put in 3 batteries first.
Hold down the program button while putting in the 4th button to start the self-check process.
This Process will determine if the lock is open or closed.
You will hear a series of beeps and clicks from the lock trying to open and close.
Once this process finishes (only takes less than 20 seconds), your lock will be oriented correctly.

When you first installed the lock, it doesn’t know if the door is open or closed, that’s why we need to let it know so it knows what to display as the bolt is manually extended on first try.

How do I set up and give remote access codes to guests?

The Secure Bolt Edition and Secure Latch Edition can both issue remote access codes to AirBNB guests. They can download our app to activate their invitation code and activate the Access code. The Code would then deactivate based on your pre-set duration. 


OAC (Offline Access Codes) can also be issued via the Master-owner account in our Lockly app. 

Follow on-screen instructions by selecting “Offline Access Code” when creating a new access code.

What do I do if the Initial Code is lost?

It is very important that you keep the Initial Code that was provided to you in your box. If your Initial Code is lost, you won’t be able to reset it as the device has already been paired with an owner. 


If you are looking to change your master code, you can go into the App -> Lock Settings -> Change Passcode.
(Please be by the lock in order for this to work.)

How long does the E-Key last or how early can you send an Access Code?

eKeys being sent out will expire within 72 hours for security purposes. We want to ensure these codes are claimed as soon as possible.
It is best practice to have the eKey sent to your guests within 72 hours of their arrival and not sooner.

Can I install this on different door orientations.

The lock is compatible for both left and right swing doors. Upon installing the lock, perform the following steps:
 
With the door open, please make sure the bolt is fully extended out, and the turn knob is facing vertically on the inside.
With that said, remove the batteries and only put in 3 batteries first.
Hold down the program button while putting in the 4th button to start the self-check process.
This Process will determine if the lock is open or closed.
You will hear a series of beeps and clicks from the lock trying to open and close.
Once this process finishes (only takes less than 20 seconds), your lock will be oriented correctly.

WANT TO SECURE YOUR DOOR?