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Wed, Oct 13, 2021 8:25 PM

Smart Lock unable to manually turn lock mechanism sometimes

I've noticed that periodically I have an issue with the smart lock not allowing me to manually turn the bolt cylinder. When this happens its not due to a jam, blockage or wifi problem ... as I am able to lock the door by using the app or waiting for the auto-lock timer.

Does anyone else have this problem? It occurs maybe every couple days

Community Admin

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2.9K Messages

10 m ago

Hi chriszanelli,

It does sound like a problem with the unit itself. Have you already tried a reset by pressing the pairing button inside the battery compartment for 16 seconds? That will wipe it so you can install it again through your Keypad.

Or it might help to replace the unit entirely. Our Support team at 800-548-9508 can help you out with that!

- Johnny M.
SimpliSafe Home Security

1 Message

10 m ago

I have the EXACT problem... only, what was an occasional "glitch," now is me being completely unable to lock/unlock the smart lock from the bolt/inside.  I HAVE to use the keypad outside, or app inside to lock/unlock, which feels like a fire hazard... eschpeially since I use my lock on the exterior office door with other employees and clients accessing the building.  

If this is how it is to function, then why isn't there a lock/unlock button on the inside so that the mechanism doesn't have to be manually used.

In any case, I need a remedy.

Community Admin

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2.9K Messages

10 m ago

Hi kari_242,

No, that is not how the Smart Lock should function. Please give our Support team a call at the number above and we'll get you a new one.

- Johnny M.
SimpliSafe Home Security