‎Smart Lock will not respond to Keypad | SimpliSafe Support Home
 
dennisjd55_b422d3's profile

Saturday, November 5th, 2022 8:38 PM

Smart Lock will not respond to Keypad

I am on my 3rd Smart Lock and 2nd Base Unit and Simplisafe cannot get my Smart Lock to unlock automatically when I turn off my Alarm System from my Keypad from Away Mode or Home Mode.  The Smart Lock always works manually when using the Simplisafe App.  All devices have latest firmware, Thanks

Community Admin

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5.5K Messages

2 years ago

Hi @dennisjd55_b422d3,

 

Since you've been through so many replacements, I think we can be fairly sure this isn't a hardware issue.

 

The only thing I can think of is that you might have the wrong options in the Smart Lock settings. Based on what you mention, under Lock - Off Mode, you should have "Unlock Always" selected. This means that when you disarm from both Home and Away Modes, the Smart Lock should unlock.

But if that's already how you have it, I'm not sure what could be going on. I might need to request a call from a senior specialist for more in-depth troubleshooting.

2 years ago

Thank you for responding!  Been there, done that!  So today I shipped back my 3rd Smart Lock to Simplisafe and returned my last Smart Lock to Best Buy for a full refund!  I estimate I have invested over 10 man hours working with Simplisafe since Oct. 12, 2022 and I am happy to be done with the Smart Lock experiment!  Sorry that Simplisafe does not have the technical expertise to solve their problem!  And Simplisafe has no real system in place to escalate to a true senior specialist!  Jose never returned my call as he instructed me to do!  Sad!   I think they better stay with their bread and butter sensors!

Community Admin

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5.5K Messages

I understand, and I'm sorry to hear that. To clarify, I indeed would have escalated to a senior specialist for you. If you're ever interested in trying again, let me know and I'll set up that call for you.

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