Support

Something is not working

This page covers the faults we get asked about most, worst first, with the likely cause and the steps to try in order, simplest first. If you are locked out right now, start with the first section: the mechanical key opens every lock in the range.

If you are locked out right now

Do this first, then read the rest once you are inside and dry.

Every lock in the range takes a mechanical key override. It works when the batteries are flat, when the keypad is dead, and when the app will not connect. If you have the key on you, use it now.

1. 1. Use your mechanical key. It is the fastest answer to almost everything on this page.
2. 2. If you do not have the key and someone is home, knock. On a KS200, the bottom right key on the keypad is a doorbell, so press that.
3. 3. If you have a KS150, KS200 or KS280, it has a USB emergency power port. Holding a USB power bank to it gives the lock enough power to open. It is a Type-A port. On the KS280 it is on the bottom edge of the panel. The KS250 and KS300 are not published with one, so on those the mechanical key is the way in.
4. 4. Once you are inside, change the batteries before you do anything else.

The keypad does not light up when I touch it

Likely cause: flat batteries, or the keypad is not registering your touch.

This is the most common call we get, and it is nearly always the batteries.

1. 1. Touch the middle of the keypad firmly with a bare fingertip. A gloved hand, a very wet finger, or a light brush across the panel can fail to wake it.
2. 2. Wipe the panel dry with a cloth or a sleeve and try again.
3. 3. Get inside and change the batteries. Replace all four at once with fresh alkaline batteries of the same brand, and check they are the right way round.
4. 4. Check you are using the right size. The KS300 takes 4 x AAA. The KS280, KS250 and KS150 take 4 x AA. If you are not sure what yours takes, match what came out of it.
5. 5. If you cannot get to the batteries from outside, use the mechanical key. On a KS150, KS200 or KS280 you can also use a USB power bank on the emergency port to get the door open, then change the batteries straight away.
6. 6. If a fresh set of batteries still will not wake it, the panel or the connection between the inside and outside panels has failed. That needs your installer or a locksmith.

My code is rejected

Likely cause: the code has been changed or removed in the TTLock app, or the digits are not landing where you think they are.

The TTLock app is made by Hangzhou Sciener. It is not a Keyless Solutions app, and codes are managed inside it by whoever holds the admin account.

1. 1. Wake the keypad first, then type the code in one go without long pauses between digits.
2. 2. Dry your fingertip and the panel. Water sitting on a touch keypad can add digits you did not press or miss ones you did.
3. 3. On a KS300, the keys sit in two narrow columns rather than the usual three. It is easy to hit the key above or below in the dark. Slow down and look at each one.
4. 4. On a KS200, the bottom right key is a doorbell, not a digit. It will not enter a number.
5. 5. Ask whoever set the code up. Codes are added, changed and removed in the TTLock app by whoever holds the admin account, so a code that worked last week may no longer be active.
6. 6. Try a different code, an RFID card, or your key.
7. 7. On a KS280, check the anti-lock button. If it has been used from inside, the lock will not open from outside. If someone is home, ask them to release it.

The lock beeps but does not turn

Likely cause: it has accepted you, but the mechanism cannot move. That is usually pressure on the door, batteries too weak to drive the motor, or a jam inside.

The beep tells you the electronics are alive and your code or card was recognised. The problem is after that point.

1. 1. Push or pull the door firmly against the frame to take the weight off the latch, then enter your code again.
2. 2. Turn the handle fully. On the locks with a handle, the handle does the last part of the work once the lock has released.
3. 3. Put fresh batteries in. A weak set will still beep and light up but will not have the power to drive the motor.
4. 4. Listen carefully. If you can hear the motor running and nothing moves, stop. Something inside is jammed or worn, and forcing it will make it worse.
5. 5. On a KS280, check the anti-lock button inside.
6. 6. If it beeps and never moves, use your key and get your installer or a locksmith to it. This one is mechanical and it will not fix itself.

The lock turns but the door will not open

Likely cause: the lock is working. The door, the latch or the strike plate on the frame is binding.

This is a door and frame problem rather than a lock fault, and it will keep happening until the door is adjusted.

1. 1. Push the door in towards the frame, or lift it slightly by the handle, while you turn. Timber doors swell in wet weather and doors of any material drop on their hinges over time.
2. 2. Look at the strike plate on the frame. If the latch or bolt has rubbed a bright mark into it, the door and the frame have moved out of line.
3. 3. Check nothing is jammed at the base of the door, and that a separate deadbolt or a snib above or below is not still thrown.
4. 4. Check the weatherseal has not swollen or come loose and started catching.
5. 5. If it binds every time, get the door adjusted rather than forcing it daily. Your installer or a locksmith can do it. LockLab fit these locks across Auckland.

The card is not read

Likely cause: the lock is asleep, the card is not being held on the reading spot, or it is no longer registered to that lock.

1. 1. Touch the keypad to wake the lock first, then present the card.
2. 2. Hold the card flat against the panel and move it slowly across the face until it reads. The reading area is a small spot, not the whole panel.
3. 3. Take the card out of your wallet and hold it away from other cards and from your phone.
4. 4. Try a second registered card. If that one works, the first card is the problem.
5. 5. Cards are added and removed in the TTLock app. If someone else administers the lock, ask them to check yours is still on the list and to add it again if it is not.
6. 6. In the meantime, use your PIN code or your key.

The app cannot find the lock

Likely cause: you are out of Bluetooth range, the lock is asleep, or the TTLock app does not have the phone permissions it needs.

These locks talk to your phone over Bluetooth only. The app has to be at the door, with the lock awake, for the two to see each other.

1. 1. Stand within arm's reach of the door. Bluetooth will not reach from the driveway or from inside a distant room.
2. 2. Touch the keypad to wake the lock, then try the app again.
3. 3. Check Bluetooth is switched on and the phone is not in aeroplane mode.
4. 4. Check the TTLock app has permission to use Bluetooth in your phone settings. On Android it usually needs location permission as well, or it will not find the lock.
5. 5. If another household phone is standing at the door with the app open, close it and try again.
6. 6. Force close the TTLock app and reopen it. If it still cannot see the lock, restart the phone.
7. 7. Fit fresh batteries. A lock with a weak set can stop advertising over Bluetooth before the keypad looks flat.
8. 8. If the app never finds it, you can still get in with your code, your card or your key.

The app says the lock is offline

Likely cause: this is about the Wi-Fi gateway, not the lock.

None of these locks has built-in Wi-Fi. Remote features (opening the door while you are out, adding a code from work, checking who came in) need the Wi-Fi gateway, which is a separate purchase. If you have never had a gateway, the lock will always show as offline and that is normal.

Offline does not stop the lock working. At the door it still opens with the app over Bluetooth, a PIN code, an RFID card, or your key.

1. 1. Go to the door and check it still opens with a code, a card, or the app up close. If it does, nothing is broken.
2. 2. Check the gateway is plugged in and its light is on. Check the socket is switched on at the wall.
3. 3. Check your home internet is up. Test it on your phone over Wi-Fi.
4. 4. Check the gateway has not been moved. It has to be close enough to the lock to reach it over Bluetooth, and close enough to the router for Wi-Fi. A new appliance, wall or closed door in between can be enough to break it.
5. 5. Switch the gateway off at the wall, leave it a moment, and switch it back on. Do the same with the router if that does not clear it.
6. 6. Put fresh batteries in the lock. A lock with weak batteries can drop off the gateway before it stops working at the door.
7. 7. If it will not come back, note whether the gateway light or the lock is the one at fault before you get in touch, because it saves a lot of guessing.

It locks itself when I do not want it to

Likely cause: auto lock is switched on in the TTLock app settings.

This is a setting, not a fault. The catch is who holds the admin account. If your installer, landlord or property manager set the lock up, they hold admin and they are the ones who can change it.

1. 1. Work out who administers the lock in the TTLock app, and ask them to turn auto lock off or change it.
2. 2. If you hold the admin account, stand at the door so the app connects over Bluetooth, open the lock in the app and look for the auto lock setting. Settings changes usually need you to be in range of the lock to take effect.
3. 3. On a KS280, check the anti-lock button has not been left pressed from inside.
4. 4. Until it is sorted, carry your key or a code every time you step outside, including to the bin or the washing line. Auto lock catches people out most often on a quick trip out the back.

The handle feels loose

Likely cause: the fixing screws have worked loose, or the spindle that connects the two handles is worn.

Take this one seriously. A loose handle that still works today is the warning before a handle that spins and leaves you locked out.

1. 1. Stop forcing it. Wrenching a loose handle can snap the part it is turning.
2. 2. From inside, look at the inside panel. If the screws holding the two panels together have loosened, nip them up gently. Do not overtighten, because that can bind the lock and cause a new problem.
3. 3. If the handle turns but nothing happens, or it spins freely, stop and use your key. The spindle or the internal gearing has gone and it needs a locksmith or your installer. There is no fix for that from the app.
4. 4. The KS150 has no handle, because it is a deadbolt. If its thumbturn spins without moving the bolt, the answer is the same: use the key and get it looked at.

The batteries drained much faster than expected

Likely cause: the batteries themselves, cold and exposure, or something waking the lock over and over.

1. 1. Use fresh, good quality alkaline batteries and change all four together. Never mix old with new, or one brand with another. One weak cell drags the whole set down.
2. 2. Rechargeable cells usually sit at a lower voltage than alkaline, so the lock can read them as flat while they still have charge in them. Alkaline is the safer choice here.
3. 3. Check the size is right. The KS300 takes 4 x AAA. The KS280, KS250 and KS150 take 4 x AA.
4. 4. Check they are seated properly and the right way round, and that the contacts are clean and dry.
5. 5. Look for something triggering the keypad again and again: water sitting on the panel, a shrub or a branch brushing it in the wind, or on a KS200 the doorbell being pressed repeatedly.
6. 6. Cold and exposure are hard on batteries. A door with no shelter will go through them faster than a door under a porch.
7. 7. If a fresh set of good batteries goes flat again quickly, something is drawing power that should not be. Get your installer or a locksmith to look at it rather than going through another packet.

It has stopped working since it got wet

Likely cause: water sitting on the keypad, or water that has got inside the panel.

The KS300, KS280 and KS250 are rated IP65. The KS150 is rated IP56. An IP rating does not mean a lock can be hosed, submerged, or left sitting under running water.

1. 1. Wipe the panel and the keypad dry with a cloth, and dry your hands. A wet touch keypad will misread or not respond at all, and that alone explains most of these calls.
2. 2. Give it time to dry properly before you judge it. Do not put a heat gun or a hair dryer on it, because heat will do more damage than the water did.
3. 3. Never point a hose or a water blaster at the lock, including when washing the house, the windows or the drive. That is the most common way water gets inside one.
4. 4. Take the batteries out and check the compartment for moisture or green or white crust on the contacts. Corroded contacts will not come right on their own.
5. 5. If it is dry and still beeps oddly, works one time in three, or does nothing at all, water is inside the panel. Use your key and get it off the door and looked at. This is an installer or locksmith job.
6. 6. If the door has no shelter at all, mention that when you get in touch. A lock in the weather all day has a harder life than the same lock under a porch.

If none of this works

Your mechanical key gets you in. Every lock in the range takes a key override, and it does not care about flat batteries, a dead keypad, a phone with no charge, or an app that will not connect. Keep a key somewhere you can actually reach, which means not on the kitchen bench inside the locked house. A spare with a neighbour or in a key safe is worth setting up before you need it.

There are four ways into these locks: the TTLock app, a PIN code, an RFID card, and the mechanical key. If one of the four is misbehaving, the other three will still get you through the door while you sort it out.

Be realistic about what is fixable at the door. Anything mechanical, such as a motor that runs while nothing moves, a handle that spins freely, or a bolt jammed in the frame, needs a locksmith or your installer. No amount of app fiddling will change it, and forcing it usually ends with the door having to come off.

Contact whoever fitted the lock first, because they know your door. LockLab fit these across Auckland. If you do not know who fitted it, get in touch with Keyless Solutions through the enquiry form and we will point you to the right stockist or installer.

1. Have this ready when you get in touch: which model you have (KS300, KS280, KS250, KS200 or KS150), what the lock does and does not do, what you have already tried, whether you have a Wi-Fi gateway, and who holds the admin account in the TTLock app.