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!

 

What is BILT and how can it help me during my installation?
Why does my lock unlock when I touch the screen?

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 battery to start the self-check process.
This process will determine if your lock is open or closed.
You will hear a series of beeps and clicks from the lock trying to open and close–this is normal.

Once this process finishes (only takes less than 20 seconds), your lock will be oriented correctly.

How to generate One-Time Access Code

One-Time Access Codes can be created for individuals that you want to have access to your property on a 1-time basis.  Here are some helpful screenshots to help you set up a One-Time Access Code for the firs time.

Choose Access at the bottom of the mobile app.  And then Access Codes at the very top.

You will then select ADD A NEW USER.

On the next step, select One-Time Access.

The next step will be to choose a Validity Period that you want the code to be active and then Confirm.

On the final step, you can either Copy the One-Time Access Code and send it through whatever format you would like.  Or you can select Share which will pull up your email or text messages among other ways that you will be able to share with your guest so that they can use that code to gain entry into your property.

Recurring Guest Access Codes and How To Set Them Up?

There are many times that you might need to set up a Recurring Guest Access Code for maintenance people or cleaners or other people that need to access your property on specific days of the week, every week.  The following screenshots will help you set these up.

Go to Access on the bottom of your mobile app.

Choose Guests as the Access Code type.

Select “Recurring” on the next page.

On the next page in the mobile app, please select the day of the week that you want the Recurring Access Code to be applicable along with the hours that you want it to apply.

On the next screen it will allow you to share the Access Code or Share an eKey so that the User can download the Lockly® mobile app to unlock or lock the Lockly device when within Bluetooth range.

How to set up a Trusted User access code?

Trusted Users are access codes that you can grant to family members, co-workers or other individuals that will have unrestricted access to your Lockly® lock.

The following screenshots will walk you through how to set up a Trusted User access code.

Go to Access on the bottom of your app after you have selected the lock.

Select Trusted User.

On the next page you will enter the Name of the Trusted User as well as indicate a 6-8 digit access code for that individual (make sure you make note of what you create so you can share with the Trusted User).  You will also have an opportunity to send that user an eKey at the end of these steps that will allow them to use the mobile app to lock or unlock the device.  When you are done entering all of this information, select Confirm.

The next page is where you will be able to share the eKey with the Trusted User.  You can either Copy that eKey and send to them or click on Share and if you are on your mobile phone you can text or email them that code and instructions will be sent with that eKey for them to set up their mobile app to be able to access the lock in that way.

 

Sub-Admin Access. How to set them up and what permissions they will have?

Sub-Admin Access can be created for you to grant access for others to be able to control your lock and grant access to others via Bluetooth when within range of your Lockly® lock.  Below are the steps to give access to users as Sub-Admins.

Go to Access in your mobile app.  Select Add A New User from that page.

 

 

 

 

 

 

 

 

 

 

 

 

 

Selected Guests on the next page.

 

 

 

 

 

 

 

 

 

 

 

 

On the Add Guest page you will click on the Next button with Validity Period selected.

 

 

 

 

 

 

 

 

 

 

 

 

On the next page, you will select the Validity Period that you would like for this Guest user to be active.  If you want them to have this access for a long time, select a date years into the future.  Once you have selected the Validity Period you will click on User Permissions.

 

 

 

 

 

 

 

 

 

 

 

 

 

On the User Permissions page, you can select Sub Admin Access.  You can also give that Sub Admin access to be able to create Offline Access Codes.  Keep in mind that if you give the Sub Admin that control, you as the Admin will no longer be able to issue OAC’s as only one user can create them at a time.

Sub Admins will be able to issue Guest User Access Codes as well as One Time User Access Codes.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Once you have the Validity Period and have granted Sub Admin access you will click on the Confirm button.

 

 

 

 

 

 

 

 

 

 

 

 

 

On the next page, you will be able to Copy the eKey or Share the eKey directly through your device to the Sub Admin.

 

 

 

 

 

 

 

 

 

 

 

 

 

Your Sub Admin will now be able to grant limited access codes to users when within Bluetooth range.  Sub Admins will not be able to access the lock remotely through the Secure Link WiFi Hub.

 

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).

What types of Access Codes can be generated with Lockly?

There are many types of access codes that can be generated with your Lockly mobile app once your lock is paired with your mobile device.

  1. Trusted User Codes – You can create 1 Admin code and 15 additional Trusted User access codes with Lockly.  Trusted users will be able to access the lock at any time so should be family and other people that you need to grant access to that can access the property at any time.
  2. Guest Access Codes with Recurring Times – These codes can be granted to guests of your property and can be given recurring access for specific recurring dates and times.
  3. Guest Access Codes with Validity Periods – These access codes can be granted and have a specific validity period for access that you determine when setting up the Access Code.
  4. Sub-Admin Guest Access Codes with Validity Period – These access codes can be granted to users for a specific validity period and you can grant them Sub-Admin access in order that they are able to issue Guest and One Time Access codes as well.
  5. One Time Access Codes – These codes can be issued to access your property during a specific validity period for one-time access.
  6. Offline Access Codes – These codes can be issued when you are not connected to your Lockly lock and can be issued with a validity period.  Or you can issue a one time use Offline Access Codes.  These codes will be activated by the user with the instructions that you will send the user as you will be prompted to do within the app when you are issuing them.

If you have questions about these codes or how they function, please reach out to us at help@lockly.com or by calling us at 1-669-500-8835 Monday to Friday from 7am to 7pm PST.

How to rekey a Lockly smart lock

Lockly uses a 6-pin ( Deadbolt Editions) and 5-pin (Latch Editions) cylinders which can be replaced with existing brands of rekeying kits available in the market. Many customers have had success having a professional locksmith rekey their Lockly device.  Please contact a professional locksmith to rekey your device.

My Deadbolt is reversed; it 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 battery to start the self-check process.
This process will determine if your lock is open or closed.
You will hear a series of beeps and clicks from the lock trying to open and close–this is normal.

Once this process finishes (only takes less than 20 seconds), your lock will be oriented correctly.

How to update firmware?

Updating the firmware for your Lockly lock is easy.  You will need to be within Bluetooth range of the lock and connected via Bluetooth.  You will then go into your Lockly app, select the lock that you would like to update, go to Settings in the lower right of the screen and at the bottom will be the option for Firmware Update.  Simply go through the steps of downloading and installing that Firmware from there.  It should only take about 5-7 minutes.

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

To issue remote access codes to guests, please use our Lockly app. Go to Access Management in the app and then Add a New User. Select Guests and follow the onscreen instructions. You will send your guests either an eKey (if you have Lockly Secure or Secure Plus) or the actual access code (if you have Lockly Secure Pro). Guests will be given instructions to download the Lockly app. eKeys must be activated by your guest through the app within 72 hours of issue for security reasons. Guests who are issued eKeys will receive the actual access code after activation and also have the ability open the Lockly using their app for the duration of their stay.

You may also issue Offline Access Codes (OACs) for guests who do not have a smartphone or do not wish to download an app. You can issue an OAC through Access Management, then the Offline Access Code Users tab, and then choosing Add Offline Access Code. Follow the onscreen instructions to retrieve an OAC. Offline Access Codes can only be revoked by resetting the Lock or re-pairing it with your phone.

What’s the difference between the models?

Lockly currently offers 3 different models in 2 different styles: The Secure, the Secure Plus and the Secure Pro models.  All 3 come in either Deadbolt and Latch style.

The Deadbolt style is a smart lock deadbolt only, to be used with your own doorknob/handle. The Latch style is a smart lock with a handle attached. Both styles can be installed on the left or right swing opening doors.

The difference between the Secure and the Secure Plus is that the Secure Plus has a capacitive fingerprint reader that can store up to 99 fingerprints.

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 lost your Initial Code. Please provide your name, email address associated with your account, order number and the serial number of your lock (located on top of the battery compartment).  If you are the owner of the lock, you will receive an email with the initial code as a 1-time courtesy.

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

If a home is sold or someone else moves into a property with one of our locks, we are unable to give out the initial code to that new owner/tenant.  It is up to the previous owner/tenant to communicate that code to the new owner/tenant.  The Initial Code is like the master key for that lock and we take our customers’ security very seriously.

Is it safe to install if my front door is directly facing sunlight?

It is safe to install your Lockly device in direct sunlight, although if it is in constant direct sunlight and heat, we do have sun visors for our locks that are in either Satin Nickel or Matte Black.  If you need to order a sun visor for your lock to protect the screen from the sunlight you can email us at help@lockly.com or by calling 1-669-500-8835 Monday to Friday from 7am to 7pm PST and we can send you an invoice for as many sun visors that you need in those two finishes.  Currently, we do not have a sun visor in Venetian Bronze.

How do I adjust settings for the Auto-Lock Timer?

If you are not paired with the mobile app with your lock, you may adjust the time of auto-lock feature. Go to the Smart Lock Settings and you can change the auto-lock feature up to 300 seconds.

If your lock is paired with the mobile app, you will need to go into the Settings in the app for that lock and change the settings for the Auto-Lock Timer.  You can adjust the amount of time before the lock auto-locks or you can disable it completely.

If you need further help with this, you can always reach out to us at help@lockly.com or by calling 1-669-500-8835.

Can I install this on different door orientations? Instructions on both Deadbolt and Latch versions.

For a Deadbolt – 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.

 

For a Latch version – While facing the door, if the door hinges are on the right side of the door, you have a right-swing door.  If the hinges are on the left side of the door,  you have a left swing door.

The lock ships default for right swing doors.  You may skip this step if your door is a right swing door.

Changing the Exterior Handle orientation:

Insert the key and rotate to align the two white dots as shown in the picture.  It’s important to note that this is possible only when these two white dots are aligned!!

Use the provided Clamping tool (R) to push in the two metal pins at the base of the lock handle, located at the 3 o’clock and 9 o’clock positions, and remove the handle once the pins are compressed.

Rotate the handle 180 degrees to the other side of the lock.  Using your fingers, press the two pins located on the left and right side of the lock to insert the handle back onto the lock.

Confirm that your installation was complete by checking if the pins are flush against the handle, and have popped out.  Adjust the handle accordingly to make sure the pins are fully decompressed and sit flush against the surface.

Check that your handle works smoothly by giving it a turn up and down.

Twist key back to a horizontal position.  The key can then be taken out once it goes back to that position.

Now it’s time to change the interior handle orientation.

Remove the screw by turning counter-clockwise and rotate the handle 180° in the direction of the arrow as shown.  Make sure the screw hole is aligned with the marker as illustrated.

Securely screw clockwise as shown to complete your handle orientation change.

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.  This is for locks not paired with the mobile app.

If your lock is paired with the mobile app, you will need to open the app within Bluetooth range, select the lock that you want to change the settings for, got to Settings in the lower right-hand corner and select Random Mode to enable or disable this function.

Can I have multiple master accounts (or temporary administrative users)?

At this current time, only one master admin account can be created. This is for security measures. However, we have recently added the functionality to give authorization for a “sub-admin” when creating a Guest Access Code or E-Key.  So when you are in the app, select Access, and then Access Codes, and then Guest access code and after choosing the validity period you will be able to select Permissions for that user and you can designate them as a Sub-Admin.  Keep in mind that if you allow your Sub-Admin to give Offline Access Codes you will no longer be able to share or grant Offline Access Codes.  Only 1 user at a time is able to grant Offline Access Codes.  For more information on this process, please email us at help@lockly.com or call us at 1-669-500-8835.

My fingerprint scanner does not work.
  1. Check the cable connector in your lock and make sure that there are no bent pins, which may have happened during installation, and that it is fully inserted into the socket.
  2. If the pins are not bent, try a new fresh set of AA batteries.
  3.  Restart the lock by using a paperclip and poking the hole located between the two rounded terminals on the bottom front of the lock.  Press and hold for 5 seconds and you should see the screen restart.

Your fingerprint sensor should work after a restart.

Note: Restart the lock, don’t reset the lock.

Why Lockly Vision uses the Vision Connect hub?

At Lockly customer security is our number one priority—all of our locks are designed from the ground up with this in mind.

A good example is the Vision Connect Wi-Fi hub that comes with each Vision Smart lock. An easy to set up, plug-and-play solution that can be securely placed separate from the lock, detouring hacking or compromising of private information, such as recorded videos.

The communication center between your lock and smart device, Vision Connect hub stores all of your recorded video in a secure location away from prying eyes and unwanted attempts at retrieving the video. The hub also connects directly via network cable to your Wi-Fi network ensuring the highest level of connectivity and reliability.

Until we see a better solution, we believe that the Vision Connect Hub is the most secure solution for protecting your privacy without compromising performance.

Will Lockly send me a notification when it’s unlocked from the inside?

There will be a notification only on Secure Deadbolt Version. Other versions are not available.

If you are using the wifi mode, please refresh the log to get updated.

Lockly can currently only send notifications for the door being opened or closed with the installation and purchase of the wi-fi hub and door sensor (available with the Lockly Secure Link Wi-Fi Hub or with the Lockly Secure Pro).
My screen is blank from the outside. All I see is the OK button.

Your Lockly must be in Secure / Do Not Disturb mode.  There is a toggle switch on the inside of the lock that turns off and on the exterior Screen.

Make sure it is switched to ON.

If this does not resolve the problem, please reach out to Lockly Customer Solutions at help@lockly.com or by calling 1-669-500-8835 M-F from 7AM to 7PM PST.

Can I unlock my smartlock remotely?

Our Lockly® Secure Pro version comes with a Secure Link WiFi Hub that will allow the Admin user of the lock to control the lock from anywhere once it is connected to the property’s WiFi.

Does this work with Alexa, Google, or Siri?

Lockly™ Secure Pro (or any of our Smart Locks with the addition of the Lockly® Secure Link Wi-Fi Hub) can be programmed to work with the voice-activated software of Amazon Alexa and Google Home. We are currently working on the addition of Apple’s Siri/HomeKit and hope to integrate capability in the future.

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 Deadbolt unlocks when I lock the door and/or auto unlocks after 30 seconds.

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 battery to start the self-check process.
This process will determine if your lock is open or closed.
You will hear a series of beeps and clicks from the lock trying to open and close–this is normal.

Once this process finishes (only takes less than 20 seconds), your lock will be oriented correctly.

How do I set up Access Codes on my Lockly?

If you have not paired your lock with the mobile app:

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.

If you have paired your lock to the Lockly app:
1. For Lockly Secure and Secure Plus, be within Bluetooth range of your lock. For Lockly Secure Pro, you may set up access codes from anywhere where you have internet access.
2. Open the Lockly app and select your lock
3. Go to Access Management
4. You may select what type of access you would like to grant here.  Trusted Users, Guests, Offline Access Codes or Fingerprints (on the Plus and Pro models).

How do I delete Access Codes on my Lockly?

If you have never paired your lock to the Lockly app:
1. Press the program button behind the lock.
2. Press select 2DE then Pd to delete an Access Code.
3. Active Access Codes will then be displayed on the screen in sequence from left to right, top to bottom. Rotate through different Access Codes shown by touching any number on the screen. When you find the Access Code you want to delete, hold the OK button for 3 seconds to delete.
(If you have not paired your lock with the Lockly app, we highly recommend you do so for full Lockly functionality.)

If you have paired your lock to the Lockly app:
1. For Lockly Secure and Secure Plus, be within Bluetooth range of your lock. For Lockly Secure Pro, you may delete from anywhere where you have internet access.
2. Open the Lockly app and select your lock
3. Go to Access Management
4. For Trusted Users, Guests, and One-Time Access Codes, select the user whose Access Code you wish to delete and choose Delete Access Code/Delete User at the bottom of the screen.
5. For Offline Access Codes, you must reset your lock or re-pair it with your phone.

How many Access Codes can I store with Lockly?

Lockly® can store up to 16 Trusted Users or Guest codes at a time: 1 Administrator/Master code and 15 Trusted User codes or Guest codes.  16 is the maximum.

You can issue 50 Offline Access Codes (OAC’s). In addition to the numerical access codes, the Lockly Secure Plus & Lockly Secure Pro can store up to 99 fingerprints.

Why is my Secure Link WiFi Hub not working?

Our Secure Link WiFi Hub can connect with any Lockly. If you find that you are having any trouble with your Secure Link WiFi Hub, try some of the following suggestions:

  1. Reboot your lock – On the front of the lock (the side with the display on the outside of the door), you will find two silver balls underneath the lock. Between those two silver balls, there is a small hole with a reboot button in the middle. Use your pin/paper clip to press and hold the button for 3 seconds. After you let go of the button, keep an eye on the display, it should begin the reboot process. Once the display goes back to normal, see if the issue persists.
  2. Make sure you have the latest version of everything on your phone – Check your OS and Lockly App to make sure everything is fully updated. Also go into your Lockly Settings to make sure that your firmware is completely up to date. After everything is up to date, reboot your lock to see if it resolves the issue.
  3. Please make sure that your phone and WiFi hub are connected to the same 2.4 GHz network.
  4. When connecting your hub to the WiFi network, press and hold the button on your WiFi hub an additional 5 seconds to see if you get the quick red light blinking. We find that some customers are trying to connect when the light is blinking slowly which can cause network errors.
  5. Make sure that you are only connected to each Lockly with only 1 admin account – If you are connected in multiple accounts, delete your door sensor and WiFi hub from all devices and accounts, and then delete your lock from those devices and accounts as well. Once you have done this, reinstall on only 1 account and see if the issue is resolved.
  6. Make sure that you and your WiFi hub are connected within 10 feet of the Lockly.
  7. Make sure you are using the Lockly App and not Pin Genie
  8. Make sure that your WiFi hub is in a spot with strong WiFi signal. You can try moving your router closer to the WiFi hub to see if it resolves the issue.
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