Issues and Troubleshooting

What happens if I lose my physical key?

For security purposes, our physical keys are designed unique to your lock ID and we do not have spares of their respective physical keys. We recommend that ...

Can I get a part replacement?

Within the warranty period, parts will be replaced for free, inclusive of shipping (worldwide, except Singapore) or transport and labor costs (Singapore onl...

What happens when the battery for the Smart Mortise runs out?

The physical keys provided with your Mortise will still allow you to gain access to your property when the battery runs out. If you do not have the physica...

Why is my lock not locking?

  If your Mortise is not locking, it may be due to the following: Auto Re-lock is disabled The door sensor on the Mortise and door frame magnet are misa...

My batteries have completely run out and I am locked outside my house. What can I do?

The Mortise comes with a 9V jumpstart feature which allows you to power up the lock with a 9V battery. You will have to touch the 9V battery contacts to the...

Why is an alarm sounding when I try to lock the door?

If you hear an alarm sounding twice, it is possible that the door has not been closed fully, and the Mortise is unable to lock properly. Try again but if th...

Why is the keypad not responsive?

  When the keypad light does not light up at all: This means that the battery for the Mortise is completely flat. If this happens when you are outside the...