Troubleshooting

    Passcode not working on the lock

    Last updated

    The fix

    Stand next to the lock, open the app within Bluetooth range, and let it sync — most passcodes fail simply because the code was created online but never reached the lock's own memory. Then double-check the code hasn't expired and that the lock's internal clock is accurate.

    If the code was working before and suddenly stopped, it's almost always one of those two things rather than a typing mistake.

    Why it happens

    Passcodes are generated in the app or cloud, but the physical keypad only checks codes stored in its own local memory. That memory only updates when your phone is close enough to push the change over Bluetooth, or when a connected gateway relays it.

    • The code was created while the phone was out of Bluetooth range of the lock.
    • No gateway is installed, so remote-created codes never synced.
    • The code's validity window has expired or hasn't started yet.
    • The lock's clock has drifted, making a time-limited code appear invalid.
    • The keypad was entered incorrectly — extra digits or a missing confirm key.

    Step-by-step fix

    1. 1

      Sync in person

      Walk up to the lock with your phone, open the app, and tap into the lock's page. Wait for the app to show it's connected before trying the code again at the keypad.
    2. 2

      Check the code's validity window

      In the app, open the passcode's details and confirm the start and end date/time — a code created for tomorrow won't work today.
    3. 3

      Re-check the digits

      Some locks require a confirm key (# or the lock icon) after the digits. Re-enter slowly and press confirm even if the app didn't ask you to.
    4. 4

      Correct the lock's time

      Open the lock's settings in the app and look for a time-sync option, or re-sync by connecting over Bluetooth — this fixes codes that fail only near their start or end time.
    5. 5

      Delete and recreate the code

      If the code still fails, delete it in the app, walk up to the lock, and create a fresh one while connected directly to it.
    6. 6

      Use a permanent code as a fallback

      Temporarily generate a permanent passcode while standing at the lock to confirm the keypad itself is functioning, then troubleshoot the original code separately.

    If that didn't work

    If a freshly created code still fails at the keypad while you're standing right next to the lock, the keypad's buttons or internal memory may be faulty rather than a syncing issue — try the admin passcode or physical key to confirm the lock still opens at all. A factory reset clears every stored code and re-pairs the lock from scratch, so treat it as a last resort.

    For anything unresolved, email support@smartlukko.com with the passcode type and lock model, or contact your lock's manufacturer if the keypad itself seems damaged.

    Frequently asked questions

    Why does a passcode work in the app but not on the keypad?
    The keypad checks its own local memory, not the cloud. A code exists in the app the moment it's created but only works at the door after it syncs over Bluetooth or a gateway.
    Do passcodes expire automatically?
    Yes, if they were created with a validity window. Permanent codes don't expire, but temporary and one-time codes stop working outside their set dates.
    Can a wrong lock time break a valid passcode?
    Yes. Time-limited codes are checked against the lock's internal clock, and clock drift can make a code appear expired or not yet active.
    Does deleting a passcode remove it immediately from the lock?
    Only once the phone or gateway syncs with the lock again. If you're not near the lock, the deleted code may still work until the next sync.

    Related feature: Passcodes · Deeper dive: TTLock passcode not working: full guide