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!

 

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.

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 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 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 2 different models in 2 different styles: The Secure and the Secure Plus, in Deadbolt style and Latch style.

The Deadbolt style is a smart lock deadbolt only, to be used with your own door knob/handle. The Latch style is a smart lock with a handle attached. Both styles can be installed on 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 order number and the serial number of your lock (located on top of the battery compartment).

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.)

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).

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.

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.

Lockly will be releasing the Lockly Secure Pro which will have remote access (pre-order now) and also a Wi-Fi hub that will make give the Lockly Secure and Lockly Secure Plus remote access (for sale in April).

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 lock unlocks when I lock the door and/or auto unlock 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?

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 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 8 Access Codes at a time: 1 Administrator/Master code and 7 Trusted User or Guest codes. There can also be 1 One-Time Access Code and 50 Offline Access Code active as well. In addition to the numerical access codes, the Lockly Secure Plus & Lockly Secure Pro can store up to 99 fingerprints.

If you're looking to shop the Lockly store, visit Lockly.com or click the Shop Now button.
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