‎SmartLock additional PINs won’t unlock the lock | SimpliSafe Support Home
billingsleyb's profile

Saturday, July 15th, 2023 1:37 AM

SmartLock additional PINs won’t unlock the lock

My master PIN will unlock the SmartLock but the additional PINs I set up won’t unlock it.  The additional PINs will disarm the system from the keypad but will not work on the SmartLock.  Please advise.

Community Admin


3K Messages

11 months ago

Hi @billingsleyb, 

Your Custom PINs should allow the Smart Lock to unlock as well as disarming the system. I would try removing and re-syncing the Pin Pad to your Smart Lock.

To remove the Pin Pad:

  1. Go to the main menu in the Keypad
  2. Select Devices > Lock > Pin Pad > Remove
  3. When asked "Are you sure you want to remove the Pin Pad from your lock?" select "yes"

To re-sync the Pin Pad:

  1. Put the Smart Lock in pairing mode by pressing the Lock’s pairing/test button, located underneath its battery plate
  2. When the Smart Lock is in pairing mode, hold down Pin Pad’s “lock” button for 5 seconds
  3. The Base Station will confirm the Pin Pad has synced with voice prompt, “Pin Pad added”
  4. Try locking/unlocking using Pin Pad

If that doesn't help, I would reach out to our Support team for more live and in-depth troubleshooting.

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.