Smart Locks

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.

If your Smart Lock is still offline after replacing its batteries, skip to the section below for troubleshooting steps.

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, put the battery cover back on and slide the compartment up 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 paper clip 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 come back online after changing the battery, it’s possible that your lock has been offline for too long. The best step would be to remove the Smart Lock from the SimpliSafe® Mobile App and then add it back 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.

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.

If you hear the Base Station announce “Smart Lock Not Responding” while trying to lock or unlock your Smart Lock, it could be due to one of the following reasons:

• The Smart Lock cannot communicate with the Base Station

• The batteries in your Smart Lock need to be replaced

• The Smart Lock is jammed and needs to be recalibrated

• Its firmware needs to be updated

Check the Smart Lock and Base Station’s Communication

If the Smart Lock and Base Station cannot communicate with each other, it could cause this error. Two factors could create a communication issue: range and interference. 

Range

If the Base Station is too far away from the Smart Lock, it can be hard for them to communicate. Move the Base Station closer to your Smart Lock to reduce the distance between the two devices.

Interference

Physical or wireless interference can block the communication between the Base Station and Smart Lock. Physical interference is caused by physical obstructions getting in the way between your devices - like steel doors and dense walls. If you suspect there is physical interference impacting the Base Station and Smart Lock’s communication, try moving the Base Station away from any dense objects.

Wireless interference is caused by another device that’s competing with the Base Station’s signal. These could be devices like wireless weather stations, remote garage door openers, and some baby monitors. If you have any wireless devices like these around your Base Station or Smart Lock, try deactivating them temporarily. If the “not responding” error message clears, that means the device is causing interference. You should then try to move that device to a new location if possible.

Replace the Smart Lock’s Batteries

It may also help to change the Smart Lock’s batteries to resolve this error. For more information on replacing its batteries, visit the How To Replace Smart Lock Batteries article in our Help Center.

Examine the Door Itself

The Smart Lock mechanism may be having trouble turning because of the physical properties of your door. You may need to modify it to allow for smoother locking and unlocking.

Over time, as conditions change, the Smart Lock may no longer have an accurate reading of fully open and fully closed positions. You can resolve this problem by recalibrating your Smart Lock. 

Update the Smart Lock’s Firmware

If you see a notification within the SimpliSafe® Mobile App that says the Smart Lock Series 2 has a firmware update available, we recommend installing that update. 

Still Need Help?

If you tried the above steps and your Base Station still announces that your Smart Lock is not responding, reach out to our Support team for additional assistance. 

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

Your Smart Lock has unique settings that can be customized for each of the alarm states of your system (OFF, HOME, and AWAY). It can also be customized to use Auto Lock, which locks your door after a set period of time has passed when the door is unlocked. By default, your Smart Lock will automatically lock your door when you arm your system to HOME or AWAY.

To adjust your Smart Lock’s settings and to utilize the customizations listed below:

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

Smart Locking

These settings will help you to customize your Smart Lock’s locking mechanism to ensure your home is always protected, even when you’re away or if you forget to lock your door.

Auto-Lock

Auto-Lock sets a timer to automatically lock the door when it detects that the door is unlocked. When using the Smart Lock Series 2 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. 

System Arming States

You can further customize your Smart Lock to automatically lock when you arm your system, or even unlock when disarming it from home or away. You can customize your lock for each arming state, to maximize efficiency within your home when using your system.

Calibration

Under the calibration section of your Smart Lock’s settings, you can see the last time the lock was calibrated, and additionally, click on the arrow to manually calibrate your Smart Lock. We recommend calibrating the Smart Lock periodically to ensure that everything is working smoothly and as intended. 

Synced Devices

Under synced devices you’ll see paired SimpliSafe® products, such as your PIN Pad and an Entry Sensor (if applicable). If you have not paired an Entry Sensor, you can click into this section to pair the sensor with your Smart Lock, so that your lock can detect when it is closed or open and take advantage of the Auto-Lock feature. 

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.