Troubleshooting FAQs

Frequently Asked Questions

Door doesn't lock when closed

Ensure that the smart lock is installed properly (i.e. it reacts when you enter a passcode or fingerprint)

Another reason could be Passage mode is activated. See the installation manual for instructions of Passage Mode setup. You can also click here to learn about Passage Mode setup on the APP.

If the issue persists, please contact us here.

Unable to add or delete a fingerprint

Ensure that you didn't reach the maximum number of fingerprints allowed on the door lock (30 for SENSIC S1 Basic, 50 for other SENSIC S1 products).

If the issue persists, please contact us here.

Unable to add or delete a passcode

Ensure that you didn't exceed the maximum number of passcodes for the S1 series smart lock. (150 permanent, 150 temporary)

Not receiving push notifications from the app

Ensure you're receiving notifications from the app. You would need to go to settings on your phone to check.