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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


2.4K Messages


10 Points

8 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.

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