Symptoms
- App shows the lock as offline or unreachable
- Lock still works manually with a key but not through the app
- Remote lock/unlock commands fail or time out
- Lock was working, then went offline suddenly
Likely causes
- CommonLow or dead batteriesSmart locks are battery-powered and lose all smart connectivity (though the mechanical lock still works) when batteries die.
- CommonLost connection to Wi-Fi, a hub, or a bridge accessoryMost smart locks rely on a separate Wi-Fi bridge or hub near the door, which can lose connection independently of the lock itself.
- PossibleLock out of Bluetooth range from the phone or bridgeFor Bluetooth-only models, being too far from the bridge/hub breaks the app connection.
- PossibleBridge/hub accessory lost power or Wi-FiA bridge plugged into a wall outlet can be unplugged, powered off, or lose its own Wi-Fi connection.
- Less commonLock firmware or internal electronics faultAfter extended outdoor exposure or years of use, internal electronics can fail.
What to do
- Check the battery level in the app and replace batteries if low, even if they aren't completely dead.
- Confirm any separate Wi-Fi bridge or hub for the lock is plugged in, powered on, and shows as connected.
- Restart the bridge/hub by unplugging it for 30 seconds.
- Check that your home Wi-Fi is online and hasn't changed passwords recently.
- Move the bridge/hub closer to the door if it's currently far away.
- Remove batteries from the lock, wait 30 seconds, and reinsert them to force a reconnect.
- Re-pair the lock with the app if reconnecting doesn't resolve it after a battery and bridge check.
Tools and parts
- Fresh batteries (correct type for your lock)
Smart lock batteriesSearch: “smart lock AA batteries”
When to call a pro
If the lock stays offline after fresh batteries and a working bridge, contact the manufacturer since it may need repair or replacement.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.