Smart Lock will not Manually Lock

I’m also having this issue. It suddenly started after I completely reset the smart lock - had had the lock for years without this issue.

@rkt ​ Have you tried recalibrating your Smart Lock? This can be done using the Keypad by going to Menu > Devices > [your Smart Lock]. 

But if a recalibration doesn't help, I would then recommend reaching out to our Support team for further assistance. 

There are a couple of things I would suggest that you try. First, reset the Smart Lock, in case it's a problem with the firmware.

You can do that by opening the battery compartment, and holding the button in there for 16 seconds. When you release, the Smart Lock should reboot and be disconnected from your system, and you can set it up again through the SimpliSafe app.

If resetting doesn't work, then you should give our Support team a call at 800-548-9508. We'll want to replace the unit entirely for you (free of charge, of course!).

@dchtravel38​ we sincerely apologize your experience. While we're not able to process returns for products purchased from our retail partners, they are still covered under Warranty.

I see that you might already have a replacement request in with Amazon, but we can definitely get it done through our end as well. Give us a call again at 800-548-9508 and we'll take care of you.

@davey_d​ Tried calling the number you gave me and the rep at customer service was no help at all, wanted piles of information that seemed irrelevant to my problem  Base Station number?  As I have a monitoring account, they should have all that information, especially after I gave them my code word.     I gave up, will ask Amazon for return and refund, do not want replacement.  My house key is much more reliable.

ps - the rep would transfer my call to you despite my asking twice.  You have a real problem in customer service..

pps - I meant the rep would NOT transfer me.  

Same problem here!

@tpd42328​ sorry to hear you're having trouble with your Smart Lock. Have you already tried the steps I mention above? Namely, Re-Calibrating the Smart Lock, or performing a hard reset.

If those don't work, we might want to replace the Smart Lock entirely. Give our Support a call at 800-548-9508 and we can help.

@brianblank​ We would suggest a reset if we suspected a firmware issue. But what happens if you attempt to recalibrate your Smart Lock? It might just need to reconfigure the correct positions for locked and unlocked.

I have the same problem. I can’t manually turn the lock unless I have used the key to gain entry. I called customer service & they walked me through the steps you suggested & still doesn’t work.  
Customer Service rep admitted that was an ongoing problem & would add me to the list. I never heard back from Simplisafe. 
I want to get this fixed

@klmacvane​ when was the last time that you updated your Smart Lock's firmware? It's the process that goes through the SimpliSafe app (you'll see if there's an available update through the Overview page).

Part of that update is targeted towards resolving the symptoms you describe.

@Mengel59​ it's possible that the Smart Lock has miscalibrated, which can happen over time, especially as your door shifts. You can try Re-Calibrating from your Keypad by going to Menu > Devices > [Your Smart Lock].

@billgr​,

I recommend re-calibrating your Smart Lock through your Keypad by going to Menu > Devices > [your Smart Lock].

The problem might be your Smart Lock remembering incorrect locked and unlocked positions and re-calibrating will resolve that.