Frequently Asked Questions

These are some of the most frequently asked questions users have about their Lockly. Please be sure check if your question has been answered here before submitting a support ticket.  If you don’t find your answer here or at our Knowledge Base, we’re happy to help anytime!

 

My lock Unlocks when I touch the Screen.

This means your lock was incorrectly installed.

Please watch the video below for a step by step process:

Things to make sure:

  1. The lock is being installed with the deadbolt extended (Locked)
  2. Your thumb-turn is Vertical (facing straight up)
  3. If your thumb-turn is not vertical, it means you have installed the Torque blade incorrectly. The torque blade must be installed vertically as well.
  4. When installing the batteries, make sure to only install 3 batteries first. Then, while holding down the Program button, install the last battery then let go of the Program button. This helps your Lockly configure which way your door opens.

 

 

Is Lockly waterproof/weatherproof?

The outside portion panel of Lockly is weatherproof. Our smart lock is rated for around -4 degrees Fahrenheit (beyond the freezing point) and up to 140 degrees Fahrenheit.  It is also water resistant but we do not recommend to use under the direct rain (for example, if your front door does not have an overhang and it is consistently raining).

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

This is a common problem mainly due to missing a step during installation.
Please follow the following steps to fix this issue:

Here is a step by step installation video:

 

Checking your installation – First off, please make sure your torque blade is installed vertically.

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.

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

The Secure and Secure Plus series can both issue remote access codes to 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. eKeys must be issued and activated within 3 days for security reasons.

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.

Please contact Lockly™ support if you have never paired your lock to the App and you have lost your Initial Code.

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.)

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:

Checking your installation – First off, please make sure your torque blade is installed vertically.

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.

The numbers are not shuffling (Sequential and PIN Genie Mode) how do I fix this?

You should be able to hold down the OK button (big circle button on the bottom of the screen) for 3-5 seconds and the numbers should switch from shuffled to sequential order. The numbers will show 123 456 789 etc. Holding it down again for 3-5 seconds to go back to PIN Genie mode where the numbers are shuffled.

To turn on PIN Crazy, make sure the PIN Crazy switch is switched on in the inside of the lock. Then you can activate PIN Crazy by going into the app and click Lock Settings – PIN Crazy.

In PIN Crazy mode, the numbers will shuffle every time a digit is entered not when the sequence of the whole code is entered (PIN Genie Mode).

Can I unlock my smartlock remotely?

Currently, you will not be able to unlock the lock remotely as Lockly is not connected to the internet directly.  You may however, issue eKeys for guests at the property to unlock the door.

Does Lockly work with AirBnb app?

Lockly is not integrated with AirBnB. However, once a guest has rented your property, you can issue them an eKey from the Lockly app to issue them a digital key.

Why does my lock not activate after installing the batteries?

If the product is not working after battery installation. Take 1 battery out,  press and hold the program button behind the lock and simultaneously place the battery back in. You will then hear a long beep, once done, release the button and your device should be working properly.

Please also check the installation of the lock and the cable was installed correctly during installation and securely plugged in.

After Installation, the smart lock unlocks when I lock the door and/or auto unlock after 30 seconds.

Lockly works for both left open and right open doors and installation follows the same procedure. There are four critical steps you need to double check to avoid the above problem.

There was a mistake made in installation: please watch the video below for a step by step:

1) Make sure the deadbolt is extended (locked).
2) Make sure the latch is VERTICALLY positioned
3) The thumb-turn is VERTICALLY positioned (If the thumb-turn is HORIZONTAL (LEFT TO RIGHT) and the deadbolt is locked, it means you have installed your Torque blade incorrectly).
4) Hold the Program button while you install the last battery until you finish, the smart lock will run an auto-check to fit left opening and right opening doors.

How do I set up Access Codes on my Lockly?

1) Press the program button located at the back of the lock.
2) Press 1 on the screen to enter “Add Passcode Mode”.
3) Input your new door code between 6-8 digits.
4) Press OK.
5) Re-enter the door code to confirm.
6) If both door codes entered match, your door code will be displayed on the screen.
7) Press “Y” if it is correct.
8) Press “N” if it is not correct and repeat the steps again.

How do I change Access Codes on my Lockly?

To delete a previous door code, follow the instructions below.

1) Press the program button behind the lock.
2) Press 2 on the screen to enter “Delete door code mode”.
3) Choose the door code you want to delete.
4) Press and hold the OK button for 1 second to delete.

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