If your lock is showing "JAMMED" in the app select "Troubleshoot" at bottom of page
You should receive the following message:
Select whether you are "INSIDE" or "OUTSIDE"
If you are inside you will be directed to simply turn the thumb turn (knob) to restore the state of your lock. If this does not work please submit a SUPPORT TICKET by clicking here.
If you are outside you will see the following screen:
Select the status of your door (ie. Locked, Unlocked)
If you are outside and the door is unlocked, you will be directed to simply turn the thumb turn (knob) to restore the state of your lock. If this does not work please submit a SUPPORT TICKET by clicking here.
If you are outside and the door is locked, you will then be prompted to make sure your door (deadbolt) is aligned with the latch strike (frame). You may need to push or pull the door to put it in place.
Once you have made sure the deadbolt is aligned with the frame, select "OK, it's aligned" at the bottom of the page.
You will then be asked if you have an "E-Code". Simply select either "No, I don't" or "Yes, I do"
If you DO NOT have an E-Code you will select "FIX IT" at the bottom of the screen. This will try to run the motor back and forth.
If you DO have an E-Code, enter the code on the keypad and press the "A" button to unlock. Select "No, it didn't" or "Yes, it worked" at the bottom of the page.
If your E-Code DID NOT work, enter your E-Code again and then press and hold the "A" button on the lock for 5 seconds. This will try to run the motor back and forth. Then select "No, it didn't" or "Yes, it worked". (Note: if your E-Code still does not work after this step, you will then see a page that prompts you press "FIX IT" at the bottom of the page.)
If your E-Code works successfully, then you will be directed back to your lock and it should show either a LOCKED or UNLOCKED status.
*If the following steps are NOT successful, please submit a SUPPORT TICKET by clicking here.