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Tue, Jul 13, 2021 9:09 PM

Smart Lock will not Manually Lock

If I use the pin pad or phone app to unlock the door, it will NOT allow me to manually lock the door once I am inside.   The smart lock knob will not move.  I can however use the phone app to lock the door.  Issue started about a month after installation.  

If I manually unlock the door (from inside) I can freely move the smart lock knob from locked to unlocked.

Any suggestions?  Thanks in advance.

3 Messages

Il y a 1 a

We are having the same frustrating problem. From other threads it looks like there is not a fix other than trying a new lock, and SimpliSafe hasn't acknowledged the problem.

Community Admin

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2.9K Messages

Il y a 1 a

Hello Tim_in_NC and cooper.wright,

Thanks for checking in about this. I've forwarded your info to our tech team, and an agent will be reaching out to both of you so they can take a closer look at what you've been experiencing.

(edited)

4 Messages

Il y a 1 a

I am having the same problem in two new Simplisafe Smart Locks. I purchased them a couple of months ago from two different places. Both exhibit exactly the same jammed for manual usage behavior described here and it is very concerning. Both locks function perfectly from the keypad or app, so there is no mechanical blockage issue, the bolt is smooth as can be.

I opened this topic about it:
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/deadbolt-jammed-for-manual-us

1 Message

Il y a 6 m

I started to have the same problem with my lock. Has there been any solutions!

Community Admin

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2.9K Messages

There are a couple of things I would suggest that you try. First, reset the Smart Lock, in case it's a problem with the firmware.

You can do that by opening the battery compartment, and holding the button in there for 16 seconds. When you release, the Smart Lock should reboot and be disconnected from your system, and you can set it up again through the SimpliSafe app.

 

If resetting doesn't work, then you should give our Support team a call at 800-548-9508. We'll want to replace the unit entirely for you (free of charge, of course!).

4 Messages

Il y a 5 m

Count me as another victim of having the manual locking capability disappear 1 day after the Amazon return date; unit feels jammed after preforming a recalibration, cannot lock either with key or inside toggle.    Simplisafe Customer Service by phone refused to provide any help as I had purchased it through Amazon.  Interestingly, the Amazon seller name is Simplisafe Inc with the same address listed on the company's website.  I currently have a warranty request through Amazon, prefer for them to refund/return.   From this thread and other complaint sources, this is not an uncommon problem, seems like a design defect.

Community Admin

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2.9K Messages

@dchtravel38​ we sincerely apologize your experience. While we're not able to process returns for products purchased from our retail partners, they are still covered under Warranty.

I see that you might already have a replacement request in with Amazon, but we can definitely get it done through our end as well. Give us a call again at 800-548-9508 and we'll take care of you.

4 Messages

@davey_d​ Tried calling the number you gave me and the rep at customer service was no help at all, wanted piles of information that seemed irrelevant to my problem  Base Station number?  As I have a monitoring account, they should have all that information, especially after I gave them my code word.     I gave up, will ask Amazon for return and refund, do not want replacement.  My house key is much more reliable.

4 Messages

ps - the rep would transfer my call to you despite my asking twice.  You have a real problem in customer service..

4 Messages

pps - I meant the rep would NOT transfer me.  

2 Messages

Same problem here!

2 Messages

Il y a 2 m

Same issue!

Community Admin

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2.9K Messages

@tpd42328​ sorry to hear you're having trouble with your Smart Lock. Have you already tried the steps I mention above? Namely, Re-Calibrating the Smart Lock, or performing a hard reset.

If those don't work, we might want to replace the Smart Lock entirely. Give our Support a call at 800-548-9508 and we can help.