M1 Keyless Door Lock After Sales Support
For more video tutorials, please visit our [YouTube playlist].
For more video tutorials, please visit our [YouTube playlist].
Electronic Keyless Door locks FAQ
Internal Reset and External Reset
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Pairing IC Card
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Fingerprint Input
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Creating Passcodes
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Door Opening Direction Adjustment
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Authorizing Administrator
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Change Admin Passcode
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Sharing E-key
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Updating Battery Status Method 1
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Updating Battery Status Method 2
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Hold # to Lock
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Auto Lock Set-up
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Installation (lock without a handle)
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Installation (lock with a handle)
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Installation Stuck (lock without a handle)
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Handle Lock-The Latch Length Adjustment
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Installation Stuck (lock with a handle)
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
App (Bluetooth) Connection/How to Pair the App with Smart Lock
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
G2 Gateway Connection
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Alexa Connection
To help you understand better, we have prepared a detailed video tutorial. Please click the link below to watch the video guide on YouTube: watch video. If you still have questions after watching, please feel free to contact us.
Can Physical Keys be Rekeyed?
Hi dear customer, sorry for the physical keys that cannot be copied/rekeyed. However, for some lock versions, we can provide a new key cylinder with 5 paired physical keys. Could you please provide your lock’s order number and send two pictures of the front and back of the lock to aftersaleservice@smonet.com? We need to confirm the lock version in order to provide the right solution for the keys.
Bluetooth Offline Randomly
Hi dear customer,
Please reset the lock once and repair it to see if that helps. If it still fails, please let us know here, and we will provide the right help.
Here is a video on how to reset the lock. Internal Reset and External Reset: watch video
Gateway Signal Weak/Offline Randomly
Hi dear customer, please follow the steps below to troubleshoot the issue. We hope this helps:
1. Please follow the attached pictures 1-4 to repair the connection between the gateway and the lock.
2. If the issue still persists, please check the distance between the gateway and the lock (ensure they are on the same floor).
3. If the problem still exists, if the door is made of metal, please note that the gateway signal may be blocked by the metal.
Gateway Has No Any Power/Cannot be Power On
Hi dear customer, please make a video describing that the gateway has no power and send us your order number for the lock to aftersaleservice@smonet.com. Once we confirm the order details, we will provide you with the appropriate assistance as soon as possible.
The Lock Has No Any Power/Cannot be Light on
Hi dear customer, please follow the steps below to troubleshoot the issue. We hope this helps:
1. Please make sure that the IC wire inside the lock is connected properly.
2. Ensure that the batteries are brand new and correctly placed.
3. If the lock still has no power, please provide us with your order number for the lock and make a video describing the issue as mentioned. Send the video to aftersaleservice@smonet.com.
The Lock Motor is not Working/Stopped Working
Hi dear customer, please provide us with your order number for the lock and follow the steps below to make a video and send it to aftersaleservice@smonet.com for troubleshooting:
1. Please open the door and move the knob to let the latch in.
2. Please hold the “#” key on the keypad to lock the door once.
3. Please use your fingerprint, IC card, or codes to unlock the door several times.
The Bolt Comes Out and Back Immediately
Hi dear customer, please provide us with your order number for the lock and follow the steps below to make a video and send it to aftersaleservice@smonet.com for troubleshooting:
1. Please open the door and move the knob to let the latch in.
2. Please hold the “#” key on the keypad to lock the door several times.
Can the App be Compatible with Other Brands/Apps
Hi dear customer, we apologize for the inconvenience.
The Smonet apps ‘TTLock’ and ‘Next Lock’ are not compatible with other brand locks or apps. Additionally, ‘TTLock’ and ‘Next Lock’ are not compatible with each other.
The Back Knob Cannot be Turned around
Hi dear customer,
Please provide us with your order number for the lock and follow the steps below to make a video and send it to aftersaleservice@smonet.com for troubleshooting:
1. Please try to open the door from the inside.
2. Please try to turn the back panel knob several times.
3. Please hold the “#” key on the keypad to lock the door several times.
The Fingerprint Sensor is not Working
Hi dear customer,
Please provide us with your order number for the lock and follow the steps below to make a video and send it to aftersaleservice@smonet.com for troubleshooting:
1. Please open the door and move the knob to let the latch in.
2. Please hold the “#” key on the keypad to lock the door once.
3. Please use your fingerprint to unlock the door several times (make sure to fully place your finger on the sensor).
The Lock Has No Any Sounds
Hi dear customer,
Please provide us with your order number for the lock and make a video describing the issue as you mentioned. Then, send it to aftersaleservice@smonet.com for troubleshooting.
The Bolt Comes Out or Retract Half of the Way
Hi dear customer,
Please follow the steps below to troubleshoot the issue. We hope this helps:
1. Please make sure that the IC wire inside the lock has been installed properly and is well connected to the lock.
2. Please ensure that the batteries are brand new and are placed correctly.
3. If the lock still has no power, please make a video describing the issue as you mentioned and send it to aftersaleservice@smonet.com.
The Press-button Response is Slow/Some of the Press-buttons Lights Improperly
Hi dear customer,
Please provide us with your order number for the lock and make a video describing the issue as you mentioned. Then, send it to aftersaleservice@smonet.com for troubleshooting.
The Lock Has Been Exposured to Water/Moldy
Hi dear customer,
Please provide us with your order number for the lock and take photos describing the issue as you mentioned. Then, send them to aftersaleservice@smonet.com for troubleshooting.
Warranty Policy Information
Explore our warranty details to understand the coverage and actions that may invalidate your warranty.
Undamaged products may be returned for a full refund for any reason within 30 days from the date of delivery. After receiving and inspecting the item, Smonet will process your refund.
- Returns must include all accessories.
- Items must include original packaging.
- For non-quality-related warranty claims, the buyer is responsible for shipping costs. Smonetwill only refund the cost of the product itself.
- Returns may be rejected if items do not include all accessories or the original package.
Refund requests submitted more than 30 days after the purchase cannot be processed by Smonet.
Return Process
- Contact Us – Please contact us with your inquiry and provide proof of purchase via our customer service email: aftersaleservice@smonet.com.
- Confirmation – Await our confirmation. Upon verification of your information, we will provide you with a return label.
- Return – Use the provided return label to ship the product back to us.
- Refund – Once we receive your returned product, we will process the refund.
Warranty Service Process
- Fault Reporting: Please contact us via customer service hotline at +1 (888) 308 5626 or email us at aftersaleservice@smonet.com, providing the order number of the purchased product and a description of the fault.
- Fault Confirmation: Our customer service team will confirm the cause of the fault as soon as possible after receiving your report.
- Replacement: If the issue is confirmed to be within the warranty scope, we will arrange for a free replacement service.
Warranty Period
- Smonet provides a 12-month warranty for products and accessories.The warranty period starts from the date of purchase.
- If you register as a member on our official website, you will enjoy an extended one-year warranty.
Warranty Claims
- Smonet’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.
- This warranty only applies to the original consumer user of the Products as long as the Original User occupies the residential premises upon which the Product was originally installed. Except where prohibited by law, this warranty is not transferable.
- Warranties on products are void after having been fully refunded.
- SMONET shall not be obligated or liable for labor or other costs related to installation, repair or replacement of a SMONETproduct, or for loss of, or damage to any material which is not sold by SMONET.
- Even after the warranty period has expired, Smonet continues to provide after-sales support services.
Warranty Coverage
- Product Quality Issues: During the warranty period, if any faults arise due to manufacturing defects or material issues, we will provide free replacement services.
- Parts Replacement: During the warranty period, if any parts are damaged due to product quality issues, we will provide free replacement services.
Exclusions from Warranty
- Non quality-related issues(after 30 days of purchase)
- Damage Due to Misuse: Damage caused by improper use, unauthorized disassembly, modification, or failure to follow the instructions.
- Natural Disasters: Damage caused by natural disasters such as lightning strikes, floods, or earthquakes.
- External Factors: Damage caused by external power issues, voltage instability, or incompatibility with other devices.
- Consumables: Items such as batteries and filters, which are considered consumables, are not covered under the warranty.
- Transportation Damage: Damage incurred during transportation must be addressed with the logistics company.
- Product lost or stolen
- Repairs through 3rd parties
- Product purchased from unauthorized or individual dealers
Smonet is not liable for:
- Loss of data incurred from the use of Smonet products.
- Personal items mistakenly shipped to Smonet.
How To Contact Us
Customer Service
- Service Hours:
- Monday to Friday and Sunday: 00:00 – 04:00, 11:00 – 24:00 (EST)
- Saturday: 00:00 – 04:00, 19:00 – 24:00 (EST)
