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
113 Messages
3 years ago
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davey_d
Community Admin
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5.6K Messages
3 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
3 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
197 Messages
3 years ago
It seems to be working fine now, but I am still going to contact customer support.
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mdolfan
197 Messages
3 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
2 years ago
Was this every resolved? Having same issue. Can’t unlock manually from outside
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sottemiller
2 Messages
2 years 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 years 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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MalanowskiJ01
1 Message
9 months ago
I just got my 3rd replacement smartlock and I'm still having the issue of if the lock gets locked with the alarm it will unlock with the alarm but not with a key. I am now experiencing what has been mentioned above about not being able to unlock the lock from inside. I just updated the firmware on the lock and still the same issue. What is the fix for this problem? This is becoming extremely frustrating and I'm ready to just get rid of the smartlock all together.
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batesrt
1 Message
8 months ago
I'm having this same issue with a brand new smart lock I just installed. Tech support had me factory reset it, re-calibrate it, and I am running the most recent update too. Still cannot manually unlock or lock it even after unlocking it via the app. They are sending me a replacement but honestly reading all of the above makes me think this is a system/firmware glitch and a replacement lock won't fix my issue. This is very concerning and as others have mentioned, a BIG safety concern. Makes me want to consider a different product because with this issue going back 2+ years it doesn't leave me too confident in SimpliSafe's ability to fix it.
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whitneyhayes79
1 Message
8 months ago
Installed my lock a week ago and this is still an issue. Concerning it wasn't sent to engineers 2 years ago and even now that SimpliSafe is still sending these locks out knowing there is an issue. No one wants to be trapped in their house and that is exactly what is happening.
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alexwalsh0821
1 Message
7 months ago
Installed two new smart locks in the last couple months and we are having the same issues mentioned above. When the house is disarmed in the morning, neither lock will open manually, they are stuck in the locked position. I have tried recalibration and no luck. Our 3rd door lock that we have had longer works fine and luckily that’s the front door. But our garage and side door do not function properly. I am also a tad concerned reading this post as it has been 2 years and there is still no fix. This is a huge safety issue.
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gjforsth
3 Messages
7 months ago
This is interesting. We just bought a new door lock and are experiencing exactly the same safety issue, and it is 2024!
We updated the software and are now able to lock and unlock, but when that lock freezes, you can't move it manually at all. Why hasn't Simplisafe fixed this?
I worked with tech support and updated my lock, recalibrated, etc. But honestly, I'm scared to leave the house without someone here who can open the door if it does this! What if it freezes when everyone is gone and we can't get back in? We only have one entrance, so that would mean an emergency locksmith......It has left us feeling very uneasy.
I had a different house with a simplisafe lock and never have had an issue like this. I'm wondering if it is a manufacturing defect.
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