Troubleshooting

    Lock not found when adding it

    Last updated

    The fix

    Wake the lock first — tap its keypad or turn the handle — then scan again from within a metre. If it still doesn't appear, the lock is almost certainly still bound to another account (a previous owner, installer, or your own old account) and needs to be unbound or factory reset before it can be added again.

    TTLock locks only advertise themselves to the app for a short window after they wake up, so timing matters as much as distance.

    Why it happens

    A lock only shows up in the "add device" scan if it's both awake and unbound. Locks bought secondhand, moved between properties, or previously set up by an installer are frequently still tied to a different TTLock account, which hides them from every other account's scan.

    • The lock is asleep — most locks stop broadcasting after a few seconds of inactivity.
    • It's still bound to a previous owner's or installer's account.
    • Bluetooth or Location permission is disabled on your phone.
    • You're scanning from too far away or through a metal door.

    Step-by-step fix

    1. 1

      Wake the lock

      Tap the keypad, swipe the fingerprint sensor, or turn the handle so the lock's Bluetooth radio becomes active. Most locks only broadcast for 10–20 seconds after waking.
    2. 2

      Scan again immediately

      Open the app's add-device screen the moment you wake the lock, standing directly in front of it, not down a hallway.
    3. 3

      Check app permissions

      Confirm Bluetooth is enabled and, on Android, that Location and Nearby devices permissions are both granted to the app.
    4. 4

      Ask the previous owner or installer to unbind it

      If you bought the lock secondhand or it was professionally installed, have whoever set it up remove it from their account — this releases it for anyone to add.
    5. 5

      Locate the physical reset button

      If unbinding isn't possible, check the lock's manual for its reset procedure — usually holding a recessed button or the mechanical key in a specific pattern.
    6. 6

      Factory reset the lock

      Follow the manufacturer's reset steps exactly. This clears the previous account's binding along with all passcodes, fingerprints and cards stored on the lock.
    7. 7

      Scan and add again

      Immediately after the reset, open the app's add-device screen and scan — a freshly reset lock broadcasts itself as unbound.

    If that didn't work

    A factory reset is destructive: it wipes every passcode, card and fingerprint stored on the lock, and everyone who had access will need new eKeys or codes afterwards. Only reset a lock you're certain isn't in active use by someone else. If the reset procedure itself doesn't work, the lock's reset button or firmware may be faulty — contact the manufacturer for hardware support.

    For account-binding disputes (for example a landlord or previous tenant refusing to unbind), email support@smartlukko.com and we can advise on next steps.

    Frequently asked questions

    Why can't I find my secondhand lock when adding it?
    It's likely still bound to the previous owner's TTLock account. Ask them to remove it from their account, or factory reset it if that's not possible.
    How long does a lock stay visible after waking up?
    Typically only 10–20 seconds. Open the app's scan screen before or immediately after tapping the keypad or handle.
    Does a factory reset delete my passcodes?
    Yes, a factory reset wipes all passcodes, fingerprints and IC cards stored on the lock. You'll need to recreate access for everyone afterwards.
    Can two accounts add the same lock at once?
    No. A lock can only be bound to one primary account at a time; it must be unbound or reset before a different account can add it.

    Related feature: eKey sharing · Deeper dive: TTLock lock not found: full guide