Lockly™ Secure Start Lock Troubleshooting Guide


Does Lockly™ work for both left and right open doors?

A: Lockly™ works for both left and right open doors. Installation follows the same procedures as provided in your user manual.

There are four critical steps you need to avoid any installation issues:

  1. Make sure the deadbolt it extended
  2. Make sure the latch is vertically positioned
  3. The thumb-turn is vertically positioned
  4. Hold the Program button as you install the last battery. You will hear a beep and your Lockly™ device will run an auto-check to fit into left swing and right swing doors.

If any of the following problems persist, please follow the above steps to reinstall

  1. The Lockly device auto unlocks itself after one touch or 30 seconds
  2. The Lockly device does not unlock smoothly

Do I need to drill a second hole to install it?

We strongly recommend drilling a ½ inch hole above the main hole to stabilize the smart lock. A template was provided to you in your box, please use that to configure your dimensions and where to drill. 

However, we understand that some users do not want to drill an additional hole in their door. We have provided heavy duty 3M double tape as an option to stabilize your device. 


Why do the numbers on my touch panel suddenly stop rotating after each use?

A: If you find the rotation has stopped, press the OK/Logo button for at least three seconds. Your device will switch back to the normal Lockly™ Keypad.

The Lockly™ Smart Locks uses a patented peek-proof keypad as the default keypad. We’ve provided 3 levels of security options for Lockly users to choose from. 

  1. Fix Mode Numbers 0-9 stay in the same location.
  2. Normal Lockly™ Keypad The normal keypad provides better security where all numbers rotate after each use. The first two modes can be switched with a long press of the OK/Logo button.
  3. Random Mode All numbers rotate after each key is pressed. Random Mode can be activated in the Lockly™ Smart Lock App. Please make sure to switch the keypad to normal before you switch on Random Mode.

Why has the program button suddenly stopped working?

A: The Lockly™ Secure Smart Lock is also designed for property managers and families who need to assign unique codes to guests. To make sure your guests won't be able to to change any lock settings, the program button is only accessible in your Lockly™ Smart Lock App. Thus, the program button will be disabled once you pair with the smart lock.

Does it connect to Samsung SmartThings, Amazon Alexa, Google Home, Homekit, etc?

A: Lockly™ Secure is a standalone smart lock connected through highly encrypted Bluetooth/Wi-Fi hub (additional cost may apply depending on the Lockly™ model).

Currently, Lockly™ Secure is not compatible with any smart home systems including Samsung, Alexa, Google, and other similar devices. Our innovative approach is to provide you better security where all data is encrypted while still enjoying the convenience of managing the locks remotely.

We are always working on new features that can be added with free updates. 

How many individual users can Lockly™ Secure have?

A: Each Lockly™ Secure Smart Lock supports up to 8 sets of access codes, including your master code, your family members', temporary users and single entry access codes. It can also generate up to 50 sets of offline access codes. Lockly™ Secure Plus and Secure Pro supports up to 99 fingerprints on top of the access codes.

Can all accesses be granted remotely?

A: No, the family member and single entry door code require the user to be within Bluetooth range.

On the other hand, you can set temporary user access codes with customized expiration time and dates.

Can you turn off the alarm? How long does the alarm sound?

A: When the alarm is triggered, you can turn it off by pressing and holding the Lockly™ Button from the inside. If you do not need the alarm, you can switch it off on the second dip-switch right under the batteries.


Where do I download the Lockly App? Is it free?

A: The Lockly™ Smart Lock App is available on both Apple Store and Google Play. Search "Lockly" in both stores and download for free, or click on the following:

How to pair Lockly™ Secure with the Smart Lock App?

A: To pair, use a paper clip to press the reset button for one second, you will then hear a short beep. Turn on the Bluetooth settings on your smartphone. Launch the mobile app and pair under the Administrator using the initial code within 2 minutes after you press the reset button.


What kind of batteries should I use?

A: Only use AA Alkaline batteries or Lithium Batteries. “Duracell” and “Energizer” are recommended. Do not mix new batteries with old batteries in the same Lockly™ Smart Lock device.

What if the batteries go flat, can I still open the door?

A: Yes, you can insert a 9V battery at the bottom of the lock to activate the keypad. Enter the door code to unlock. Proceed to replace the AA batteries from the inside.


Visit our Support Site for more detailed information.

If you have any questions, please contact us:

  1. Email our Support Team: help@lockly.com
  2. Call our Customer Care Team: (669) 500 - 8835 Monday to Friday.