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Sat, Jul 18, 2020 3:40 PM

Smart Lock sometimes won't turn left to unlock without first turning right

Hello.  Maybe this has been posted on before, but I don't see a search function in this forum.

My Smart Lock seems to be working fine overall.  But about a month after install it started having this issue...  If it has been locked for a while and I come back and try to manually unlock it, the dial only turns a little bit to the left before it gets stuck and cannot move any further.  If I then turn the dial all the way to the right, it seems to clear whatever the issue is, and I can then turn it all the way back to the left to unlock it.  Anyone else experience this issue?  It's concerning because I don't want it to get stuck like this sometime when I'm trying to unlock it from the keypad.

1 Message

Il y a 2 y

Did you get any answer? I have exact same issue.

1 Message

Il y a 2 y

I have the same issue. It gets stuck and we have to click it back and forth until it releases or just muscle it open. We also have a similar problem using the keypad to open the door. We hear the door unlock about halfway and then it just stalls out. We've replaced the batteries, tried opening from cell phone and from key fob, but it doesn't help. Customer service told me we installed it wrong and that was about all the support we got.
FWIW, we have two smart locks and only one of them has the issue.

1 Message

Il y a 2 y

I have the same problem.  I see they do not provide answers.  Once sold it is no longer their problem?  At least answer one of these questions. It is easy to provide disagreeable reviews if the company decides it no longer wishes to listen to its customers.  Answer the questions.

1 Message

Il y a 2 y

I have a similar problem except mine is the opposite. When it's unlocked and it try to manually lock it, it's stuck and I have to turn it the opposite direction to un-jam it.  Did anyone figure it out?

1 Message

Il y a 2 y

I have two SimpliSafe locks and having this issue with both locks.
Lock 1 gets stuck every time after it's unlocked mechanically. I cannot lock it manually from the inside until I first turn it slightly left.
Lock 2 get stuck sometimes after it's locked mechanically. I cannot unlock it manually from inside until I first turn it slightly right.

I spoke with a nice guy at technical support. They didn't have any suggestions and are sending out a replacement lock. We'll see if the issue resolves.

1 Message

Il y a 2 y

I have the same issue. I called several months ago and the representative blamed the brand of lock. I just installed new locks and am still having the same problem. My family and I are scared to walk out of the door without our phone because we can no longer reliably get into our house with a key.

1 Message

Il y a 2 y

I have the same issue . ill get an alert on my phone  as well that the lock is jammed. I have not called simplisafe because I know they wont solve anything. But i will one of these days. Oh and forget trying to open it with the house key. It wont work either. I'm to the point i just want to discontinue the service and go with another company

180 Messages

Il y a 2 y

The idea of getting the Smart Lock for my house is appealing, but it looks like there are some bugs to work out first.

2 Messages

Il y a 2 y

Some of the issues described here may relate to the incorrect installation of the lock - such as if you are getting Smartlock Jammed notifications.  I on the other hand am experiencing the same issue as the original poster.  And like the OP, the exact same issue started occurring approximately one month after installation.  I'm not concerned about getting locked out or in, it's more of an annoyance but should be corrected by Simplisafe if it is faulty equipmnent.  I'll be reaching out to customer service about this issue.

6 Messages

Il y a 1 a

I have been through two Simplsafe Smart locks. The first one had this exact problem right out of the box. It was clearly a geartrain/transmission related problem.  So they sent me a replacement.

The replacement worked perfectly fine for 13 months and then started developing the problem recently.  I expect they will send me another replacement.

These locks have a 3 year warranty, so at least they stand behind it.  Changing it out every year is an annoyance however.  And it is a dangerous condition if your family members get locked inside a house they need to exit quickly.

I believe there is much room for improvement to beef up these locks and prevent this condition from occurring, and I hope Simplisafe does exactly than in Smartlock V2.0.  But in order to fix the problem in a new version, they have to acknowledge it exists in this version and stop blaming the problem on the installation. In my case, the lock has worked fine for a year before developing the condition - it is clear the installation is not the problem as nothing about my door has changed.  Something has changed inside the lock...

326 Messages

Il y a 1 a

This happens on two of my three locks, but only when they are automatically locked.  If I turn the lock manually, they work fine.  It's an annoyance.  It's a relatively new issue.  The locks didn't used to do this.

Considering that none of this stuff appears to have been updated in a long time, I'm not sure what is causing it.  I certainly haven't done anything different.

Overall, the smart locks are nothing special.  They seem cheaply made and like they could fail kind of quickly.

3 Messages

Il y a 1 a

has there been any resolution to this?  I'm having the same issues and my wife is freaking out as she can't turn it hard enough to get it to unlock in the event of an emergency.  They said to recalibrate and see if that helps but still the same issues. Calling them tonight to replace it in hopes that helps but seems to be wide spread.

Community Admin

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469 Messages

Il y a 1 a

Hi @nicc118,

If you have tried re-calibrating and the issue is still persisting, please call 1-800-548-9508 to speak with our Support Team so that we can get that Smart Lock replaced for you.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

Il y a 4 m

I was having the same problem with my front door lock. After the latest update (3-27-2022) I noticed that manually unlocking the door was very difficult. I did turn to the left slightly and then it was able to unlock, but I didn't want to have to do this in an emergency. I read through these comments and tried to disable the front door lock and sensor, then re-install it, and then recalibrate it. This solved my problem. I hope that this helps anyone else.