What Do I Do If Lock User Codes Are Not Working?

If user codes assigned to a lock are not working when entered into the lock, verify that lock access is enabled for the specific user attempting to unlock the lock.

If a specific code is not working, follow the troubleshooting steps using either the website or app.

To remove and re-enable a lock user code using the website:

1. Log into the website.
2. Click Users.
3. Click  on the desired user. 
4. Click Edit.
5. Click Locks.
6. In Locks, click the toggle switch to disable the user’s access code for the selected lock.
7. Click Save.
8. Click  on the same user. 
9. Click Edit.
10. Click Locks.
11. In Locks, click the toggle switch to enable the user’s access code for the selected lock.
12. Click Save. This resends the user code access command to the lock. Allow a few minutes for the commands to be acknowledged and processed by the lock before attempting to use the code.

To remove and re-enable a lock user code using the app:

1. Log into the app. 
2. Tap . 
3. Tap Users.
4. Tap  on the desired user. 
5. Tap Edit.
6. Tap Locks.
7. In Locks, tap the toggle switch to disable the user’s access code for the selected lock.
8. Tap Save.
9. Tap  on the same user. 
10. Tap Edit.
11. Tap Locks.
12. In Locks, tap the toggle switch to enable the user’s access code for the selected lock.
13. Tap Save. This resends the user code access command to the lock. Allow a few minutes for the commands to be acknowledged and processed by the lock before attempting to use the code.