Published by Smart Lock on Oct 31, 2024

Report an issue with TTLock.
Send the customer service your feedback so they can fix your issue asap.



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Why should I report an Issue with TTLock?

  1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
  2. Pulling issues faced by users like you is a good way to draw attention of Smart Lock to your problem using the strength of crowds.
  3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.
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About TTLock

1. TTLock is a global provider of solutions for smart locks.

2. We provide PCB and softwares for lock manufactures and vertical markets.

3. There are more than 25 languages in it.

4. Welcome to TTLock smart life.

TTLock Customer Insights

1. That totally defeats the purpose of having notifications set up.The 11/30 update seems to have restored the ability to have 4-digit PINs instead of 6 minimum - thank you for that! The app does all I need except for one major thing: can the developer add the ability to schedule a daily lock time? Example: everyday at 10 pm, lock the door.

2. REPLY TO DEVELOPER: My app does have Passage Mode, but it says "during the specific time period, the Lock will remain Unlocked until it is manually Locked." Since that says 'manually locked' and I'm looking for 'automatically locked', I did not think this was what I was looking for.

3. With alexa, I was able to schedule the door to lock after passage mode time has ended.

4. I have a dead bolt lock with finger print setup, key fob access and door sensor installed.

5. I then installed sensor, so once door closes it locks a few seconds afterwards unless using passage mode that leaves it unlocked during your set time.

6. I do not have that kind of problem with any other of my devices.For some odd reason, after charging the lock, I have lost the ability to open the lock through the finger print reader.

7. The lock and app have so many variables for setting up it is incredible.Only issue is that occasionally, the fingerprint reader won't recognize my print.

8. App leaves much to be desired.I can't speak for longevity but as a person who literally just finished installing the lock and setting up fingerprints for both me and my roommate.

9. Most days I don't get any notifications for the door being unlock even with opening the app and refreshing the records it won't show any code has unlocked the door.

10. I currently utilize Alexa for that function, but sometimes it doesn't work, and just the thought of needing a 3rd party assistant to do a simple schedule seems a bit of an oversight.

11. All records of door access ended 8/13/22 for all my locks.

Steps to Troubleshoot & Fix TTLock Issues

1. Fix TTLock Not Working/Crashes/Errors/Unresponsive & Black/White screen:


  1. Restart TTLock: Restarting the app will resolve most errors.
  2. Update the TTLock App. Here is how:
    1. On Android goto PlayStore » Search for "TTLock" » Open TTLock » click "Update".
    2. On iPhone, goto AppStore » Your profile » Available Updates » Check for TTLock » click "UPDATE".
  3. Clear TTLock app cache: Clearing cached data will force your app to retrieve the latest data directly from TTLock servers.
    1. On Android, goto Settings » Apps » Select "TTLock" » click Storage » click "Clear Cache".
  4. Check TTLock app permissions. If any of these permissions required to use your device's features are disenabled, TTLock might not work.
  5. Uninstall and reinstall TTLock. If nothing else has worked, completely uninstall TTLock then reinstall.
  6. Restart your device. Last, restarting your device can often clear most problems causing TTLock not working


2. Fix TTLock Server issues & Internet Connection


  1. Check network connection: An unstable Internet will make TTLock be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
  2. Disable VPN: VPN can cause connection errors and lead to TTLock not working. Make sure all VPNs are off
  3. Enable background data: When Background data is turned off, TTLock may not be able to connect to the Internet when running in the background.

Reported Issues

Note: Issues displayed have already been sent to the developer and are older than 7 days.

  • Tge finger print icon has dissaperad from my app. I have checked for updates and there is nothing there. How do I reinstate it.

    — by Darrell Maddock 10 months ago

  • Hi. I'm a new user. Trying to register from my android mobile. When opening app, keep getting "Request Failed". Help please!
    Thanks,
    Tai

    — by Tai Nguyen 1 year ago

  • Hello, i bought your ttlock g20 from AliExpress and it stopped in the customs ministry of communications, thay say that for me to get my order i need to send them the frequency sheet of the device or else i will not get it.
    Can you please send me the frequency blueprints of the device?

    — by Nir zaharan 1 year ago

  • Hi i tried to play with the app on mobile and I created some account with my phone can you please remove the account with the username 69351245, phone +37369351245

    — by Brodicico Dumitru 1 year ago

  • can't add JD-669S_f2f606 to my TTLock. it said "The lock has been added yet.".
    we sent it to the service who made a factory reset. But now I can't re add it. It's not accessible in my ttlock (barrera.ale@redacted)

    — by Alejandro Barrera 1 year ago

  • I have the announcement says "The lock has been added yet" and I can't configure the lock

    — by Pedra 1 year ago

  • It won't let me factory reset the door lock. My brother gave me the lock and put it in the trash and stuff it won't let us recover it to delete it and it won't let me factory reset it like the instructions manual says how to. Please help!!

    — by Melinda Mitchell 2 years ago

  • Installed ttlock this evening. I can get it to lock with my passcode but when I try to unlock it says it is unlocked but it doesn’t unlock.

    — by Robert forshee 2 years ago

  • Hi… Is it possible to use the same account on different phones to unlock the door? I registered one developer account and when a user install our app, they will skip the registration and using this same account to unlock the door. But most of the time, users will get error “user not login” though some users are able to do so. Hence, I would like to know what is the cause of this error?

    — by Ivo Belinda 2 years ago

  • i get no power to keypad

    — by Tom Wood 2 years ago

  • I can't use the slider to register app account happening on 2 handsets

    — by Ken 2 years ago

  • I just recently had my lock installed & it’s been nothing but a complete nightmare. My 15 year old daughter has been locked out everyday this week thanks to this lock and as a mother I’m highly pissed. My daughters safety is at risk. Anyone can grab her while she’s fumbling at the door wondering why her fingerprint & code is not working when she’s coming home from school. I have changed the batteries and it’s still not working. Her fingerprint doesn’t work, neither does mine. Her code doesn’t work, mines works sometimes. She could unlock the door from the app, that doesn’t work now either. When you try touching the keypad to get the numbers to light up, all it does is blink on & off. It makes this constant annoying beeping sound when you put your finger down and while trying to use the keypad and it doesn’t stop until minutes later. I paid almost $150 for this so called smart lock and for what? This company is putting people’s (children’s) lives at risk because they can’t get in their house. All I have been able to do is send emails because you all don’t offer a contact number to speak to someone directly. No responses to any of my emails and I am PISSED. Horrible product. Horrible customer service. What if this was your child stranded outside of there house?? I need a resolution or a refund ASAP

    — by Nikita Burney 2 years ago

  • Please assist with quick battery (Energizer) drainage. I just changed the batteries a couple weeks ago and they’re dead again. The front door is hardly ever used. Not sure why this is happening. This is the 3rd time in 2 months.

    — by Tamara Emeka 2 years ago

  • I downloded the app but it wont let me register with any type of password i put in. tried many times

    — by Rick Roksa 2 years ago

  • Need customer service

    — by Scott 2 years ago

  • I can't lock or unlock my front door Lock with the APP anymore. Nothing has changed with my internet. Please help me. I'm disabled and on oxygen sleeping in a Hospital Bed in my living room. I really need to be able to use Remote Lock.

    — by Regan Howell 2 years ago

  • HI THERE,
    I purchased your ttlock on amazon USA. it worked great till now, i need new hardware piece which has a lever one side and key hole on outer side. the lever came free and cant close or open the lock any more. how can i get this cylendrical bronz metal part. please advise

    — by AFZAL 2 years ago

  • Whenever I try to lock/unlock my TTLock, it will keep repeating the locking procedure on and on again. Can see from app that battery level is at 85% and I have also tried to reset it and reconnect again but still encounter the same problem. Please advise.

    My digital lock is an old model and according to the app the model should be M203_aac125

    — by Elson Lim 2 years ago

  • It got hot and melted. Now it won’t work unless it’s plugged up.

    — by Alecia 2 years ago

  • I tried to lock/unlock by TTLock app, but it only turn a little bit and failed to unlock/lock door. I didn't know if I added a safe lock instead of door lock in the first time setup, caused this error. So, I intended to delete it in order to re-setting.
    1. I transferred lock to trash and deleted it, but still there.
    2. Remove the battery and hold the reset button for ten seconds. It didn't work out.
    I need somebody to help me to remove it in order to reconfigure.
    Thanks.

    — by Chich-Ping Chang 2 years ago

  • I have had lock for several months. Now when I try to unlock it says it is unlocked but it is not.

    — by Michelle Shawhan 2 years ago

  • Can I use lithium batteries for the lock

    — by Luis F Perez 2 years ago

  • I constantly get the message “Request failed, network unavailable, check and connect your device to 3G ….”
    I’m right next to our wifi and have good signal strength

    — by Richard Hay 2 years ago

  • I constantly get the message “Request failed, network unavailable, check and connect your device to 3G ….”
    I’m right next to our wifi and have good signal strength

    — by Richard Hay 2 years ago

  • Hello,
    I am an office manager for a company with multiple locations and multiple names. I set up seven or so of your electronic locks at one of our facilities about a year ago. We have since sold that branch of the company so I no longer have access to the email I used to set up the account. I just got a new phone and the app is asking me to verify because it's a new device but the verification is going to the email I can no longer access.

    How can I get access to the account and change the email it is registered too?

    — by Jay Gerig 2 years ago

  • DRag the slider to the correct position is not working

    — by Gul Wahab 2 years ago

  • When programming custom passcodes, TTLock allowed 4 digit passcodes in the past, now it is requiring 6 digit passcodes.

    How can it be changed back to allow 4 digit passcodes??

    Thanks!

    — by Timothy Rose 2 years ago

  • I’m told my lock will hold over 100 fingerprints however, after 15, it stop accepting more. Even deleted some but won’t let me add. I emailed the company & company for help (support) & they say “can’t help you, just an app company”.

    — by Danielle Budau 2 years ago

  • I was trying to connect another ekey to my lock and it wouldn't let me say I needed to put in setting mode and then it would say the lock has been added yet

    — by Devin J Askew 2 years ago

  • My lock says secure lock and won't unlock?

    — by Tammie Gibbs 2 years ago

  • i was trying to link my email to my mobile TTLock APP using account number via mobile phone +639177956041 but this email sounds0303@gmail cannot be binded. please help on how to do it.

    — by mike mike 2 years ago

  • Each time I try to program a custom code the “operation fails”. Why?

    — by Joe Comeau 2 years ago

  • I have a lock that comes up saying the lock has been added yet M515_e98f70 and gives an admin account? It looks like at some point this was set up but was not set up by me. Any way to get this cleared out so I can set up this lock? Thank you!

    — by GAYE MCMURRY 2 years ago

  • Lock keeps saying operation failed of get messages saying unauthorized attempts....when nobody's around it and sometimes alarm goes off

    — by Darryl Gavin 2 years ago

  • First time loading app.
    On identity screen. Can no drag picture.

    — by Anthony DAmico 2 years ago

  • trying to pair new lock and keep getting "operation failed" what do I do ?

    — by Tim Ryan 2 years ago

  • hi i got a new phone device but i cant connect my ttylock to it. i deleted the app on my previous phone but still cant connect. Why?

    — by gaby 2 years ago

  • When i try to register to ttlock there is a step asking me to drag the slider to right place to have a code but why the slider can't be moved?

    — by ZhiHuang 2 years ago

  • I can log in and register tyring to use with gateway for smart lock and alexa

    — by Jason B Calvert 2 years ago

  • Every time I set up my fingerprint to unlock my door, the lock will not recognize my fingerprint after a couple days.

    — by Matt Haasen 2 years ago

  • Newly installed lock on left hand door is operating in the reverse of expected. Lock command unlocks and unlock command locks. The lock status on the app is the reverse of the actual position of the lock. Have tried all corrective actions from the manual with no success.

    — by Leo Johnson 2 years ago

  • Hello, I have not been able to connect the lock with bluetooth.

    — by Carmen 2 years ago

  • Having issues with Alexa. Can't unlock after saying voice code it keeps saying mom is busy and not responsive

    — by Daniel P Dixon 2 years ago

  • Why can't I control my lock with my phone from another location?

    — by TODD M gibbons 2 years ago

  • I need to delete a pasacode ASAP and the system does not allow me.

    — by Jorge Garcia 2 years ago

  • Hello im not able to login to ttlock app it says that i will received code on my email but i get nothing at all.

    — by Eduardo 2 years ago

  • Lock will not unlock. Just beeps. No unlocking with code that worked a few days ago.

    — by Tanya Hobson 2 years ago

  • I have two door locks that are not working correctly they both don’t recognize that there is a finger on the fingerprint reader

    — by Jesse Gaylord 2 years ago

  • created authorized admin, however, authorized admin did not receive email. how to add authorized admin

    — by German Vargas 2 years ago

  • My TTLock just stopped working. Doesn’t lock automatically and doesn’t lock from the app. Battery power says 60%

    — by Conrad lewis 2 years ago

  • My finger print button stays with a blue color does not talk, I changed batteries, all other functions work. How do I correct?

    — by Candice 2 years ago

  • I cannot authaurise ttlock alexa skill, always get a message bad user or password

    — by Marcel Gagne 2 years ago

  • I have a smart lock, TTLOCK, and I tried to give authorized admin but unfortunately I couldn’t get any message. Kindly your support

    — by Hamid Ismail hamid Mohamed 2 years ago

  • I don't receive verification code when register TTlock app account .

    — by vantri58 2 years ago

  • Hello, My TTLock is not locking when I enter my room but the verbal command state unlock and lock. What can cause this if I already tried resetting and changed out the batteries.

    — by Shamone G Mills 2 years ago

  • How do I lock it from the outside when I don't have my phone? Is there a special code?

    — by Alexis Tramont 2 years ago

  • verification code is not sending so that I can set up the app. Tried both email and phone number

    — by STACEY E WILLIAMS 2 years ago

  • When I unlock my door from the outside with my pin number it says unlocked but you can’t open it. I can open it from the inside but not the outside. I set up my fingerprint and it isn’t working. It is also not working from the app even though I bought the Gateway.

    — by Jock wheeler 2 years ago

  • The app will not download. It says pending and just circles indefinitely

    — by Ryan Litchfield 2 years ago

  • I changed my password for my wifi since then I can’t see the records on my iPhone.
    Can you please help me? The lock is in Colombia and I reside in USA
    I need to know the instructions on how I can get access back.
    My cell number is 361-331-6738 USA

    — by Olga Well 2 years ago

  • Can't connect TTLock to Alea. APP asks for usename e.g.11234567890. I put in my TTLock username and password. Alexa still does not accept login to enable the skill. Please help. We have over 20 locks to enable. Thank you.

    — by Rommie Moody 2 years ago

  • What type of tool and what size is it that you use for the battery compartment? I have lost mine.

    — by Machelle 2 years ago

  • My lock passcode isn’t working. It says unlocked but the door is locked and won’t unlock. I am away and my cat sitter can’t get in

    — by Amanda Kronin 2 years ago

  • Hi, I have an TTLock account register on TTLock application by phone number. For example, my phonenumber is 012345678 and (I'm in Vietnam), on TTlock app it show my account is +8412345678. But there's an issue, when I use this account info to authorize with API to get access token. There's an errror - {"description": "username或password错误", "errcode": 10007, "errmsg": "invalid account or invalid password"}. So I don't know my account is right or wrong? Thanks for your help.

    — by Huy Nguyen Khac 2 years ago

  • I'm the Owner of TTLock and works great! However, when setting up Guest User with Android for Temporary Access, they have difficulty Registering. It will not accept email and the Verification Slider does not work.

    — by Coretta 2 years ago

  • Security Lockbox will not open - tried just about everything. Reset Passcode / delete account - start from beginning - " operation failed " message appears. ??

    — by Sheldon Madarang 2 years ago

  • I just set my lock up on my door and my Bluetooth is on on my phone yet the pairing is still not working. I’m standing directly next to the lock, pressing ‘door lock’, pressing a button to put it in pairing mode, and the app says ‘no lock found’

    — by Matthew piccirillo 2 years ago

  • Need help door dead

    — by ShayLee Fellbaum 2 years ago

  • our fingerprints are recognize but the lock won't open.

    — by jenniffer 2 years ago

  • When I attempt to register on the TTLOCK app, I receive a Request failed message. Cannot get past this to program my lock.

    — by Scott 2 years ago

  • Every time I try to register and link my new finger print lock I receive an error stating request failed. Unable to connect to network. I've deleted and installed the app several times using the app store, as well as, the third party direct download. Any help you can provide will be greatly appreciated.
    Thank you,
    Gene Anderson

    — by Gene Anderson 2 years ago

  • I can't get the app to work at all?

    — by Christy Kirschbaum 2 years ago

  • I have been locked out of my house and it keeps coming up with the message "Request Failed. Network unavailable

    — by Melissa Crandall 2 years ago

  • Keeps saying operation failed. Tried to reset, no luck. Will not read fingerprints or codes. 5 is lit all the time

    — by James Mettlen 2 years ago

  • I have the fingerprint doorknob and the fingerprint/code input deadbolt.

    The fingerprint door knob has disappeared from my TT lock app but still shows up on my gateway.

    How can I retrieve the fingerprint door knob to where I can add fingerprints.

    The only one that shows up when I turn on the app is the deadlock now.


    I know I could probably reset but I'm not sure if that deletes all of my renters fingerprints.


    Please help

    — by Logan Burchette 2 years ago

  • No locks found message when trying to connect my new somnett lock

    — by Ed gaskins 2 years ago

  • Hello, my app is not working properly and have not been able to make anything work. I tried to uninstall and reinstall app still not working. Always states "request failed".

    — by Remi Briand 2 years ago

  • My admin phone works OK. I've sent permanent key to my wife's phone which has TTlock installed and account open. My phone shows key is PENDING. What now? I cannot find any info what to do to get my wife's phone to open the lock.

    — by Daren 2 years ago

  • I've downloaded the app and the app keeps failing to pair with the door lock. I've taken the batteries out many times, restarted my phone, put batteries back in, and even held down the pound key. Still nothing. The door adds the administrator then removes it once the app can't connect. How am I suppose to use all of the features of this smart door lock if it does not connect with the app?

    — by Genevieve Slater 2 years ago

  • I have been using our 2 TTLocks for 8 months. I created pass codes by remote. Up to two weeks ago I was able to use all the pass codes I created, but now, no pass codes work and I cannot create new ones on either lock. My problem is urgent as this is for my AirBnB residence. Please respond forthwith. Phone Contact: 847-845-6106

    — by fgarcia@fmg2000.net 2 years ago

  • I am unable to pair my TTLock to my iPhone.

    — by Keith 2 years ago

  • I installed my new TTLock last night, and it was working fine.
    Today, I try to do something as simple as locking the door by long pressing # , but, it doesn’t respond accordingly. Same with trying to opening it, with or without password!
    Please advise!
    Gabi

    — by Gabi L.Deak 2 years ago

  • I am trying to link to Alexa. Frequently I get that the lock is busy. I did purchase the recommended hub and have it set up. I have only been able to unlock not lock using Alexa and this is infrequent.

    — by Richard Jorges 2 years ago

  • I purchased the Hornill fingerprint keyless entry with touchscreen keypad lock and it's been working fine for a week. Now when we unlock the door from the outside, the voice says it's unlocked but turning the door handle does not actually engage the latch to open the door. Turning the door handle from the inside works fine. Is there a way to reset the outside lock/handle?

    — by Michael Zanfardino 2 years ago

  • Cannot add lock to my app. Keeps saying cannot find lock.

    — by Jessica 2 years ago

  • Bolt won't turn consistently despite app saying it has.

    — by Elle Malone 2 years ago

  • The only way I can lock my lock is using the key

    — by Brian Stoves 2 years ago

  • Lock is no longer opening when opened by fingerprint or passcode or Bluetooth. Says opened but clutch does not engage to open

    — by Miguel Reyna 2 years ago

  • I can’t get my lock to work. Please help

    — by Tehama Watson 2 years ago

  • Lock will not actually lock the door despite saying it is locked

    — by Melania Iskandar 2 years ago

  • the lock won't lock. The deadbolt only comes out about a half inch and won't engage fully. seeking help.

    — by victor mendoza 2 years ago

  • Cannot lock my door

    — by SRINIVAS NAGULAPALLI 2 years ago

  • Can't get the app on phone the message on the phone say connection fails

    — by Crystal Thurmond 2 years ago

  • Hi! I need support with my lock. It is completely dead, it doesn’t respond to anything. The batteries are new and in the app it says 100%. I don’t know what to do. Please help!

    — by Maria Larsson 2 years ago

  • Unable to connect to a lock. Keep receiving a Failed to add message when attempting.

    — by Travis 2 years ago

  • I can't transfer my lock.to my new phone or loving to my old account linked to my phone number 315-571-6942 united states

    — by Anthony 2 years ago

  • the reporting of my doors opening and how they are opening is not showing in my reports.
    How do I delete an admin ?

    — by Catherine Melissa Carter 2 years ago

  • The app wont let me create a account The drag bar says it felled every time

    — by Cole Davis 2 years ago

  • Not able to add lock

    — by Kate Andrea 2 years ago

  • My lock has stopped worked and any operation I try on the app including attempting to register again says operation failed. I removed the app and installed again and it says the same.

    — by Kandi Robinson 2 years ago

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