1 Message
door lock not manually unlocking when locked using the app
Major Safety Issue---Recently after an update or something I have found that my simplysafe door lock will not unlock from the inside if the lock is closed using the app or the keypad. No matter how much you try the lock will not unlock. This is a MAJOR safety issue. If you lock the door manually then there is no issue with unlocking the door, This only happened I believe after a recent software update. How can I correct this?
hondaman88
Advocate
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113 Messages
2 years ago
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davey_d
Community Admin
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4.3K Messages
2 years ago
Have you tried factory resetting the Smart Lock? You can do that by opening the battery panel and holding the pairing button inside for 16 seconds. When you release, it should disengage from the Base Station, and you can add it back through the Keypad.
- Johnny M.
SimpliSafe Home Security
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jongarrison
4 Messages
2 years ago
I opened this topic about it:
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/deadbolt-jammed-for-manual-us
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mdolfan
180 Messages
2 years ago
It seems to be working fine now, but I am still going to contact customer support.
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mdolfan
180 Messages
2 years ago
When I left my house this weekend, I set the alarm, but because I was concerned that the lock might not work at all, I left the backdoor unlocked so I had a guaranteed way to enter my house. Not very safe or secure, but I didn't know what else to do.
I've contacted Simplisafe and they are sending me a new SmartLock, but I still have my concerns. This problem didn't start until after I had the lock for a few weeks and I am over 30 days into my 60 day return window.
Even a bigger concern is how this could ever happen. There should be no reason for the lock to ever malfunction manually. A key should work 100% of the time. The thought of my family being trapped inside or outside of my house is not something I even want to think about.
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danrozett
9 Messages
4 months ago
Was this every resolved? Having same issue. Can’t unlock manually from outside
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sottemiller
2 Messages
2 months ago
Has anyone permanently resolved this issue by resetting or recalibrating?
I purchased the lock yesterday 1/16/23 and immediately had the same issue (when the door is locked with the outdoor keypad or the app the door cannot be manually unlocked with a key from the outside or manually from the inside). As noted, this is a HUGE safety issue. If no one has had success that lasts, I'll be returning my product.
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orendorffe36
1 Message
2 months ago
@davey_d
I just set up my new lock today and have the latest update and this is happening to me. If I lock the door with the pin pad/app/keypad I am unable to unlock it at alll manually. This is a brand new system and I had support walk me through the calibration and update.
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