Smart Lock

There are different steps to take to troubleshoot your Smart Lock being offline, depending on whether the error appears intermittently or persistently within the SimpliSafe® App.

If the Error is Intermittent:

If you see the error appear intermittently within the SimpliSafe® App, and it goes away without taking any action on your end, this could indicate an issue with the placement of your Base Station. A common factor is often the distance between the Smart Lock and the Base Station. 

Generally, we recommend the following for placing the Base Station within your home or business:

• Place it in a centrally-located area within your home or business

• Have the Base Station elevated at least 3 feet off the ground

• Avoid placing it within a cabinet, closet, or around other dense materials such as granite, concrete or metal. This can weaken its signal to other SimpliSafe® devices

• Avoid placing it next to devices that output a wireless signal, such as a router or TV. This can cause wireless interference and decrease the overall signal strength of the Base Station

If the Error is Persistent:

If you see a persistent notification in the SimpliSafe® Mobile App that your Smart Lock is offline, you will need to change its batteries. The Smart Lock is powered by four Duracell AA Alkaline batteries, and the PIN Pad is powered two Duracell CR2450 Lithium Batteries. The batteries within the Smart Lock and PIN Pad have a life expectancy of 8-12 months, depending on usage.

To change your Smart Lock batteries, follow the steps below:

1. Slide the battery cover (the oval portion of the Lock labeled "SimpliSafe") off the device by pushing up on it. This will expose the batteries and allow you to replace them.

2. Once the batteries have been replaced, reattach the battery cover by sliding it down on the back of the Smart Lock until it clicks into place.

To replace the PIN Pad batteries, follow the steps below:

1. Use the pinhole key that was included in your Smart Lock box and press the tool into the pinhole on the bottom of the PIN Pad

If you do not have the pinhole key still, a SIM Card tool or a paperclip may also work

2. Once the pinhole has been pressed, the top of the PIN Pad will pop off and you will then be able to replace the batteries

3. After the batteries have been replaced, press the PIN Pad top back on until it clicks into place

Is your Smart Lock still offline after replacing the batteries?

If the Smart Lock does not automatically come back online, you will need to remove the device and re-add it to your system.

To remove your Smart Lock:

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Device Settings

4. Tap on your Smart Lock

5. Choose Remove Device

Once you have removed Smart Lock, you can add it back using our Installation Guide.

Wi-Fi is not necessary for the Smart Lock to work. However, your Smart Lock does require a Gen 3 SimpliSafe® system in order to install it.

To install the Smart Lock or Smart Lock Series 2 to your system, you need to make sure that your SimpliSafe® system has been updated to the latest firmware version. You can update your system by connecting it to Wi-Fi and looking for a prompt in the SimpliSafe® Mobile App or on your Keypad. If you cannot download the latest firmware, please contact our Support team.

Your Smart Lock receives periodic updates to ensure it’s always ready to protect your home. It’s important to download and install the updates as they become available to ensure that your Smart Lock receives any patches, fixes, and security updates.

Updating Your System

Before updating your Smart Lock, you’ll want to make sure that your SimpliSafe® System is running the latest firmware version. If your system is running firmware version 2.16 or higher, firmware updates will happen automatically. However, you can manually check for updates using the SimpliSafe® Mobile App.

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. You should see a tile on the Overview tab detailing there’s an “Update Available”

3. You may also manually check for updates using the following steps:

1. Choose My System from the bottom navigation bar

2. Select Base Station Settings

3. If an update is available, it will say so to the right of “Firmware”

If your system is up to date or no update appears available when manually checking, please proceed to the next step to update your Smart Lock.

Updating Your Smart Lock

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. On the Overview tab, there should be a tile that reads “Update Available”

3. Then, choose Update Now

1. You’ll need to make sure that Bluetooth is enabled on your phone or tablet - otherwise the update will fail!

4. Bring your phone within 3 feet of your Smart Lock and wait for it to connect

5. The Smart Lock will begin to update

1. This may take up to 10 minutes to complete, so keep your phone nearby!

6. Once the update is complete, you’ll receive a notice on your phone/tablet

7. Finally, calibrate your Smart Lock

1. Navigate to My System

2. Choose Device Settings

3. Select your Smart Lock

4. Choose Calibration

5. Tap on Begin to get started

If your Smart Lock has run the update, but you still see an update message on the Overview screen within the SimpliSafe® Mobile App, please pull the screen down to refresh the app to clear out the message.

Troubleshooting Smart Lock Updates

As an added layer of security, each Smart Lock can be paired to only one Base Station at a time. If you attempt to pair a Smart Lock to a system while it is already paired to another system, you may get Error 142.

If you have access to the previous Base Station the Smart Lock was paired to, you should unpair it using the SimpliSafe® Mobile App:

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Device Settings

4. Tap on your Smart Lock

5. Scroll down and choose X Remove Device

Once your Smart Lock has successfully unpaired, you can add it back to your system using the installation guide for Smart Lock or for Smart Lock Series 2. If you’re unsure which Smart Lock you have, you can learn more about the differences in our comparison guide.

If the previous Base Station is no longer available, you should reset the Smart Lock using the appropriate steps for Series 1 or Series 2. 

The Smart Lock Series 2 fully integrates with your SimpliSafe® system to keep your door locked - even if you forget to lock it yourself. There are multiple ways to lock and unlock your Smart Lock to gain access to your home, no keys required. 

How to Lock the Smart Lock

Using the PIN Pad

To lock your Smart Lock using its PIN Pad, press the “lock” button located on the bottom left corner.

Using the SimpliSafe® Mobile App

On the Overview page of the SimpliSafe® Mobile App, you will see a section showing the name of your Smart Lock and its locked or unlocked state. 

To lock the Smart Lock, tap the Unlocked icon on the screen. You’ll know that your Smart Lock has successfully locked when the icon turns blue and says “Locked.”

Setting up Auto-Lock

An exciting feature of the Smart Lock Series 2 is its Auto-Lock setting. When enabled, your Smart Lock will automatically lock itself after a set amount of time so it is never left unlocked on accident.

To enable Auto-Lock, follow these steps:

1. Open the SimpliSafe® Mobile App on your smartphone or tablet

2. Navigate to the My System gear on the bottom of the screen

3. Select Device Settings

4. Choose your Smart Lock

5. Scroll down to Smart Locking and then select Auto-Lock

6. Enable the setting and set the timer to a 30-second, 1-minute, or 5-minute delay

1. For iOS: After you have selected a length of time, choose Send to Base to save your settings

2. For Android: After you have selected a length of time, press OK and then Save in the upper right corner of the screen

Using your door’s keys

If you ever forget your smartphone and PINs, you can always use your door’s keys to manually lock your door.

How to Unlock the Smart Lock

Using the PIN Pad

To unlock your Smart Lock, you can enter either your Master PIN or one of your Custom PINs on its PIN Pad.

Using the SimpliSafe® Mobile App

On the Overview page of the SimpliSafe® Mobile App, you will see a section showing the name of your Smart Lock and its locked or unlocked state. 

To unlock the Smart Lock, tap the Locked icon on the screen. You’ll know that your Smart Lock has successfully locked when the icon turns gray and says “Unlocked”.

Using your door’s keys

If you ever forget your smartphone and PINs, you can always use your door’s keys to manually unlock your door.

Note: whenever you unlock your Smart Lock it will also disarm your SimpliSafe® system to prevent false alarms.

Auto-Lock sets a timer to automatically lock the door when it detects that the door is unlocked. When using the Smart Lock on its own, this feature operates on a time-based interval basis of 30 seconds, 1 minute, or 5 minutes. If you have an Entry Sensor that is installed and paired with your Smart Lock, Auto-Lock will be able to detect the door’s state and be configured to lock after a period of time when the door is closed. 

During the initial setup of your Smart Lock, you’ll be prompted to sync an Entry Sensor to the Smart Lock for this feature. Don’t worry if you skip over it! You can always pair the Entry Sensor at any time from within the SimpliSafe® Mobile App.

Pairing an Entry Sensor with Smart Lock

1. Open the SimpliSafe® App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Device Settings

4. Tap on your Smart Lock from under the Door Lock category

5. Scroll down to Synced Devices and tap on “Sync New”

6. Next, you’ll be prompted to press the pairing button on the top of your Entry Sensor. Briefly press this button and release. 

1. You will now hear the Base Station announce “Entry Sensor Synced”

7. Tap “Done” on the SimpliSafe® App to save your selections

Enable or Disable Auto-Lock for Smart Lock

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Device Settings

4. Tap on your Smart Lock from under the Door Lock category

5. Under Device Behaviors, select Auto-Lock

6. Turn this setting ON

7. Tap on the button to select an Auto-Lock time frame

1. Your options will be 30 seconds, 1 minute, or 5 minutes

8. After you have selected a length of time, choose Save in the upper right corner to save your selections

The Smart Lock Series 2 is the same device you know and love, but with an updated look. If you currently have the Smart Lock and received a Smart Lock Series 2 as a replacement, or you want to upgrade your device to the new model, follow the steps below to install your new device. 

Looking to purchase the Smart Lock Series 2? You can find the device available for purchase on our website.