Lockteq Support

If you are experiencing issues with your Lockteq smart access lock these troubleshooting steps should help you to identify and resolve common issues with your smart lock.

Issue 1: Lock is Offline

Issue: Your smart lock is not responding to commands or showing as offline in the app.

Possible Causes:
Check Network Connection: The lock relies on a stable internet connection to function correctly. If your network is down, the lock will be offline.

Network Interruption: Sometimes, temporary network disruptions can occur, but the lock should recover quickly on its own.

Solution:
Ensure your network is working correctly, and check that nothing is covering the Lockteq enclosure.

If you experience a network interruption, wait for a few minutes. The lock should reconnect automatically once the network is restored.

Keep in mind that for normal users, preloaded bookings are available two weeks in advance, so there's no immediate concern. However, new codes won't appear until the connection is restored.

Issue 2: Lock Has Lost Power

Issue: The smart lock has lost power, and it's not functioning.

Possible Causes:
Power Outage: If the site where the lock is installed experiences a power outage, the lock will lose power.

Damaged Power Cables: Check for any damage or disconnection in the power cables that supply electricity to the lock.

Solution:
Ensure that the site where the lock is installed has a stable power supply.

Inspect the power cables leading to the lock for any visible damage or loose connections. If you find any issues, fix or replace the cables as necessary.

If there was a recent power outage, allow the lock to run on its internal battery for a short time, and it should resume normal operation when power is restored.

Issue 3: Customer Unable to Use Code

Issue: A customer is unable to use their access code to unlock the door.

Possible Causes:
Lock is Offline: If the lock is offline, any new access codes added since the network failure may not be available on the device.

Access Window: The customer might be trying to access the property outside of the designated access window - this will be visible within your Lockteq account.

Solution:
Ensure that the lock is online and connected to the network. If it's offline, refer to the "Lock is Offline" section above to troubleshoot and restore the connection.

Check the access window for the specific code. If the customer is trying to access outside of the designated times, the code won't work.