‎Smart Locks | Page 2 | SimpliSafe Support Home

Conversation List

Filter by

  • S
    Troubleshooting Smart Lock Calibration

    If the Smart Lock fails to recalibrate when using the SimpliSafe® Mobile App or Keypad, there are a few possible causes. The placement of your Base Station may not be ideal, the Smart Lock’s battery could be low, or the Smart Lock may not be installed properly. 

    We recommend taking each of the following troubleshooting steps below to successfully calibrate your Smart Lock. 

    As a first step, you’ll want to check your Smart Lock’s battery levels. 

    You can check this in the SimpliSafe® Mobile App by doing the following:

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

    2. Select My System

    3. Choose Device Settings, and then scroll down to your Smart Lock

    4. The battery usage icon to the right of the Smart Lock will indicate if its batteries are low

    If the Smart Lock’s batteries are low, replace the batteries in the lock and then attempt to calibrate it again. 

    To Replace the Smart Lock's Batteries

    1. Remove the battery cover from the front of the device

      1. If you have the original Smart Lock, you will need to slide the battery cover up and off the device

      2. If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right

    2. Remove the batteries from the Smart Lock and then replace them with 4 new Duracell AA Alkaline batteries

    3. Slide the battery cover back on the Smart Lock

    If the Smart Lock fails to calibrate after replacing the batteries in the device, please move to the next step. 

    Next, you will want to check for any available firmware updates for your Base Station. You’ll know that an update is available when you see a gear icon on the Keypad, or if you receive a notification within the SimpliSafe® Mobile App. You can also manually check for updates within the SimpliSafe® Mobile App and Keypad by taking the following steps.

    SimpliSafe® Mobile App

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

    2. Choose My System

    3. Select Base Station Settings

    4. Next to Firmware, it will say “Update Available” if applicable

    5. Tap on “Update Available” and then follow the in-app prompts to start the update process

    Keypad

    1. Press Menu and enter your Master PIN

    2. Select System Settings, and then Check for Updates

    3. Your Keypad will either say: “Updates are available,” or, “Your system is checking for an update,” followed by “Downloading”

    If your Keypad says “Updates are available,” press the right side of the Keypad’s screen. The next screen will say “System Update Available.” Select “Install Now” to install the firmware update.

    If your Keypad says “Downloading,” please complete the following steps after the download is complete:

    1. Press Menu and enter your Master PIN

    2. Select System Settings, and then Check for Updates

    3. Your Keypad’s screen will say “Updates are available.” Follow the prompt on the Keypad to install the firmware update

    Once the update is complete, try calibrating your Smart Lock again before proceeding to the next step.

    If your Smart Lock has functioning batteries and your SimpliSafe® system is up to date, you’ll want to remove the Smart Lock from your system and then reinstall it next.

    To Remove the Smart Lock From Your System

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

    2. Select My System and then Device Settings

    3. Choose your Smart Lock from the list of devices

    4. Scroll down to the bottom of the page and tap “X Remove Device”

    Once you have successfully removed the Smart Lock from your system, you can add it back.

    To Reinstall the Smart Lock

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

    2. Navigate to the Overview page and select the three-bar menu in the upper left corner

    3. Select Add Device or Camera, and then Smart Lock

    4. Follow the in-app instructions to add the Smart Lock to your system

    After reinstalling your Smart Lock, try to calibrate it again. If the calibration fails, proceed to the next step.

    If removing and reinstalling the Smart Lock does not resolve its calibration error, you will want to temporarily move the Base Station next to the Smart Lock and then reset the Smart Lock. Doing so reduces any potential interference between the Base Station and Smart Lock, and ensures that the Smart Lock and Base Station are paired properly.

    Move the Base Station

    1. First, unplug the Base Station and move it next to the Smart Lock

    2. Once you have moved the Base Station, plug it back in

    Reset the Smart Lock

    After moving the Base Station, you will want to reset the Smart Lock.

    Step 1: Unpair the Smart Lock

    First, you will want to remove the Smart Lock from your system. To do this:

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

    2. Select My System and then Device Settings

    3. Choose your Smart Lock from the list of devices

    4. Scroll down to the bottom of the page and tap “X Remove Device”

    Step 2: Power Cycle the Smart Lock

    1. Slide the battery cover off the front of the Smart Lock

      1. If you have the original Smart Lock, you will need to slide the battery cover up and off the device

      2. If you have the Smart Lock Series 2, you will need to slide the battery cover off to the right

    2. Remove one battery from the Smart Lock and leave it out for 30 seconds

    3. After 30 seconds have passed, place the battery back in the Smart Lock but do not put the battery cover back on the device

      ​

    Step 3: Factory Reset the Smart Lock

    1. Press and hold the pairing button above the Smart Lock’s batteries for 20 seconds

    2. Once all three lights on the Smart Lock flash at the same time, that indicates that the Smart Lock has been reset successfully

      1. If no lights appear, make sure that all 4 batteries in the Smart Lock are properly seated. If they are, replace the batteries with 4 new Duracell AA batteries

    3. After the Smart Lock has been reset, you can slide the battery cover back on

    Step 4: Reinstall the Smart Lock

    After resetting the Smart Lock, you can add it back to your system. To do this:

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

    2. Navigate to the Overview page and select the three-bar menu in the upper left corner

    3. Select Add Device or Camera, and then Smart Lock

    4. Follow the in-app instructions to add the Smart Lock to your system

    Try Recalibrating Again

    After the Base Station has been moved and the Smart Lock has been reset, try calibrating the Smart Lock again. If the calibration is successful, you can move the Base Station back to its original location; but if the calibration is not successful, leave the Base Station next to the Smart Lock while continuing with the troubleshooting steps below.

    It’s possible that the Smart Lock’s mounting plate was bent during installation. We recommend temporarily removing the Smart Lock from the door and try calibrating it while it’s sitting on a table. 

    To Remove Your Smart Lock

    1. Use the included release tool to slide out the wing latches on both sides of the device

      1. If you do not have the release tool, a small object like a SIM card removal tool or a small, flathead screwdriver may also work

    2. Pull the Smart Lock off the door

    3. With the Smart Lock in hand, turn it to a locked position and place it on a table

    4. Attempt to calibrate the Smart Lock again

    If your Smart Lock calibrates while on a table, that indicates that the mounting plate on your door may be screwed in too tightly. In this case, use a phillips head screwdriver to loosen the screws on the plate. The screws should be snug enough that the mounting plate can’t move, but also not too tight. 

    After adjusting the screws on the mounting plate, place the Smart Lock back on it and attempt to calibrate it again. 

    If your Smart Lock calibrated when it was off the door, but after placing it back on the door it fails to calibrate again, that could indicate an issue with the door itself. To identify the issue, calibrate the Smart Lock again with the door open. 

    If the Smart Lock does calibrate when the door is open, that likely indicates an issue where the door frame or deadbolt does not align with the strikeplate properly. Try moving the strikeplate on your doorframe so it is aligned.

    If the Smart Lock does not calibrate when the door is open, it could be due to a few things. Either:

    • The mounting plate may be bent

    • The deadbolt is not moving smoothly

    • The tailpiece adapter is not on correctly, or the wrong adapter is in use

    To investigate the mounting plate, remove the Smart Lock from your door and slightly loosen the screws securing the mounting plate in place to ensure it is not bending.

    To investigate the deadbolt, clean it using a small brush or compressed air to remove any build-up or debris. 

    To investigate the tailpiece, place your lock in the unlocked position and remove the Smart Lock from your door. The Smart Lock comes with 4 different tailpiece adapters; you should use the one that comfortably fits on your door’s existing tailpiece while in the unlocked position. Place the tailpiece so its notch is facing up and toward the hinges of your door.

    After taking the steps above, close your door and try to calibrate your Smart Lock again. If the calibration fails, reach out to our Support team for further assistance.

    If your Smart Lock does not calibrate when placed on a table, please reach out to our Support team for further assistance.

    Help Center Article

     • 

    Smart Locks

  • S

    Calibrating the Smart Lock

    To keep your Smart Lock working as intended, we recommend calibrating it every 6 months to help it stay aligned with your door. If for any reason you are having trouble with your Smart Lock, calibrating the lock is a great first step to take to get everything synced and running smoothly again. By calibrating the Smart Lock, you are reminding it of the correct locked and unlocked positions on your door so it continues to function properly.

    As a first step, you’ll want to make sure that your Smart Lock is powered on and has a functioning battery. The battery for the Smart Lock and its corresponding PIN pad have a lifespan of 8-12 months, depending on usage. If the Smart Lock has an error within the SimpliSafe® Mobile App that indicates there is a low battery or that your Smart Lock is offline, you’ll want to replace the battery before proceeding.

    Calibrating the Smart Lock using the SimpliSafe® Mobile App*:

    The SimpliSafe® Mobile App may display a Recalibration Needed alert for routine maintenance. You can recalibrate your Smart Lock using the Mobile App on your phone or tablet with the steps below:

    1. Tap the tile that reads Recalibration Needed to get started

      1. If you do not see this tile, you can navigate to the Smart Lock device page to manually start recalibration:

        1. Select My System from the navigation bar at the bottom of the app screen

        2. Tap on Device Settings

        3. Choose your Smart Lock from the list of devices

        4. Scroll down to Calibration and tap the arrow to proceed

    2. Next, close your door and lock your Smart Lock

    3. Click on the Begin button in the SimpliSafe® Mobile App to start the Smart Lock Calibration

    4. The Smart Lock will begin to calibrate. This should take no more than a few minutes to complete

    5. The app will display “Is the Smart Lock in the unlocked position?”

      1. If you notice the door is unlocked, select yes to proceed

      2. If your door is not unlocked, select no and proceed with the in-app flow to troubleshoot the issue further

    6. Tap Done to complete the calibration and exit the flow

    *In order to recalibrate the Smart Lock from the SimpliSafe® Mobile App, your Base Station must be updated to firmware 2.14 or higher. You’ll also want to make sure that the SimpliSafe® Mobile App is up to date by checking your phone or tablet’s app store for available updates. 

    Calibrating the Smart Lock using the Keypad:

    1. Bring the Keypad close to the Smart Lock

    2. Press Menu on the Keypad and enter your Master PIN

    3. Press the top of the Keypad’s screen to scroll up to Devices, then choose Lock 

    4. Scroll down and select Recalibrate

    5. When prompted by the Keypad, close your door and manually turn the lock to a locked position. Once that is complete, select Done

    6. The Smart Lock will begin to calibrate. This should take no more than a few minutes to complete

    7. If the calibration was successful, the Keypad will display “Check your Door, is it Unlocked?”

      1. If you notice the door is unlocked, please select YES to proceed

    8. The Keypad will now display “Congratulations” on it. You can press OK to exit the flow

    9. Your Smart Lock is now calibrated and you can use it again

    Related Article

    Help Center Article

     • 

    Smart Lock

  • A
    Calibrating the Smart Lock Series 2

    To keep your Smart Lock working as intended, we recommend calibrating it every 6 months to help it stay aligned with your door. If for any reason you are having trouble with your Smart Lock, calibrating the lock can help get everything synced and running smoothly again. By calibrating the Smart Lock, you are reminding it of the correct locked and unlocked positions on your door so it continues to function properly.

    As a first step, you’ll want to make sure that your Smart Lock is powered on and has a functioning battery. The battery for the Smart Lock and its corresponding PIN pad have a lifespan of 8-12 months, depending on usage. If the Smart Lock has an error within the SimpliSafe® Mobile App that indicates there is a low battery or that your Smart Lock is offline, you’ll want to replace the battery before proceeding.

    Calibrating the Smart Lock using the SimpliSafe® Mobile App*:

    The SimpliSafe® Mobile App may display a Recalibration Needed alert for routine maintenance. You can recalibrate your Smart Lock using the Mobile App on your phone or tablet with the steps below:

    1. Tap the tile that reads Recalibration Needed to get started

      1. If you do not see this tile, you can navigate to the Smart Lock device page to manually start recalibration:

        1. Select My System from the navigation bar at the bottom of the app screen

        2. Tap on Device Settings

        3. Choose your Smart Lock from the list of devices

        4. Scroll down to Calibration and tap the arrow to proceed

    2. Next, close your door and lock your Smart Lock

    3. Click on the Begin button in the SimpliSafe® Mobile App to start the Smart Lock Calibration

    4. The Smart Lock will begin to calibrate. This should take no more than a few minutes to complete

    5. The app will display “Is the Smart Lock in the unlocked position?”

      1. If you notice the door is unlocked, select yes to proceed

      2. If your door is not unlocked, select no and proceed with the in-app flow to troubleshoot the issue further

    6. Tap Done to complete the calibration and exit the flow

    *In order to recalibrate the Smart Lock from the SimpliSafe® Mobile App, your Base Station must be updated to firmware 2.14 or higher. You’ll also want to make sure that the SimpliSafe® Mobile App is up to date by checking your phone or tablet’s app store for available updates. 

    Calibrating the Smart Lock using the Keypad:

    1. Bring the Keypad close to the Smart Lock

    2. Press Menu on the Keypad and enter your Master PIN

    3. Press the top of the Keypad’s screen to scroll up to Devices, then choose Lock 

    4. Scroll down and select Recalibrate

    5. When prompted by the Keypad, close your door and manually turn the lock to a locked position. Once that is complete, select Done

    6. The Smart Lock will begin to calibrate. This should take no more than a few minutes to complete

    7. If the calibration was successful, the Keypad will display “Check your Door, is it Unlocked?”

      1. If you notice the door is unlocked, please select YES to proceed

    8. The Keypad will now display “Congratulations” on it. You can press OK to exit the flow

    9. Your Smart Lock is now calibrated and you can use it again

    Related Article

    Help Center Article

     • 

    Smart Lock Series 2

  • A
    How to Replace the PIN Pad Batteries for Smart Lock

    The PIN Pad for both the Smart Lock and Smart Lock Series 2 takes 2 CR2450 Lithium Batteries. The PIN Pad's batteries have a life expectancy of 8-12 months, depending on usage.

    Changing Your PIN Pad’s Batteries

    1. Use the Release Tool that was included in the Smart Lock Series 2 box

      1. If you do not have this tool, a SIM Card tool or a paperclip may also work
        The PIN Pad for the Smart Lock with a paperclip being placed in the hole to open the top of it.

    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

    Changing your Smart Lock’s Batteries

    If you have changed your PIN Pad’s batteries, but also need to change the Smart Lock’s batteries, you can find instructions for it on our Help Center.

    Related Articles

    Help Center Article

     • 

    Smart Locks

  • S
    How To Remove the Smart Lock Series 2 From Your Door

    There may come a time when you need to remove your Smart Lock Series 2 from your door, like during troubleshooting or if you’re moving to a new home or business location. 

    To Remove the Smart Lock Series 2 From Your Door

    1. Use the wide side of the Smart Lock’s release tool as a level to slide out the two wing latches on either side of the device

      1. If you no longer have the release tool, you can use a small flathead screwdriver

    2. After sliding out the wing latches, you can pull the Smart Lock off your door

    3. If you’re moving, you will then need to remove the mounting plate from your door. To do this, use a phillips head screwdriver to undo the screws and then lift the mounting plate off the door

    Watch the video below for a hands-on experience from our team of experts to walk you through the process

    Related Articles

    Help Center Article

     • 

    Smart Lock Series 2

  • S
    How To Remove the Smart Lock From Your Door

    In rare cases, you may need to remove the Smart Lock from your door during troubleshooting, if you are moving, or upgrading your Smart Lock to the Smart Lock Series 2.

    To Remove the Smart Lock From Your Door

    1. Use the wide side of the Smart Lock’s release tool as a level to slide out the two wing latches on either side of the device

      1. If you no longer have the release tool, you can use a small flathead screwdriver

    2. After sliding out the wing latches, you can pull the Smart Lock off your door

    3. If you are moving, or replacing the Smart Lock with the Smart Lock Series 2, you will then need to remove the mounting plate from your door. To do this, use a phillips head screwdriver to undo the screws and then lift the mounting plate off the door

    Watch the video below for a hands-on experience from our team of experts to walk you through the process

    Related Articles

    Help Center Article

     • 

    Smart Locks

  • A
    Smart Lock Series 2 Offline

    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

    A sample floor plan of a home, where there is a check mark in the center of the home indicating a good placement option for the Base Station.

    If the Error is Persistent:

    If you see a persistent notification in the SimpliSafe® Mobile App that your Smart Lock Series 2 is offline, you will need to change its batteries. The Smart Lock is powered by 4 Duracell AA Alkaline batteries, and the PIN Pad takes 2 Duracell CR2450 Lithium Batteries. The batteries within the Smart Lock and PIN Pad have a life expectancy of 8-12 months, depending on usage.

    Changing the Smart Lock Series 2 Batteries

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

    2. Once the batteries have been replaced, put the battery cover back on and slide the compartment to the left 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

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

        Smart Lock with pinhole key inserted into pinhole at the bottom of the pad.

    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 Series 2 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 X Remove Device

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

    Help Center Article

     • 

    Smart Lock Series 2