Smartlink App FAQ
Unable to unlock
If unable to unlock the door or the “connection failure” or “timeout” windows appear, follow the steps below :
- Check the battery level of your lock. Note: Klacci electronic locks are compatible with [Alkaline Batteries] only. Other battery types may cause the lock to drain power faster than normal.
- Check if your smartphone’s Bluetooth and location tracking are enabled or try re-enabling both functions.
- Make sure the smartphone is not connected to other Bluetooth devices.
- If above steps do not solve the problem, try rebooting your smartphone.
Unlock Failed (Lock Security Information Error)
If you are an administrator or an authorized user attempting to unlock the door within the authorized time slot, but unlocking fails (indicated by a red light and a long beep on the lock and a “Lock Security Information Error” message appears in the App, follow these steps:
If unlocking via the App fails
- Re-login to your account.
- If the error persists after re-logging in, please follow the steps below:
- Users: Contact the administrator to re-authorize your access.
- Administrators: Go to Manage Lock > Select Your Lock > Tap Reset Lock to update the security credentials.
If unlocking via Card fails
- Check the battery level of your lock. Note: Klacci electronic locks are compatible with [Alkaline Batteries] only. Other battery types may cause the lock to drain power faster than normal.
- Confirm with your administrator that you are within the authorized access time.
- If you are within the authorized access time but still cannot unlock the door, please ask the administrator to “Sync Lock Time.”
※ For detailed instructions, please refer to the “How do I sync the lock’s time?” section below.
How to set biometric authentication?
The biometric authentication is directly linked to your smartphone’s database. You can enable this function in the settings menu.
How to disable facial recognition?
If you are the lock’s administrator, you can enable or disable your facial recognition function for access in the settings menu.
How to disable biometric authentication?
If you want to disable biometric authentication and use passcode input instead, you can disable such function in the settings menu.
App cannot be opened or close unexpectedly
When the App cannot be opened normally or close unexpectedly, follow the steps below for troubleshooting:
- Restart your device.
- Re-login to your account.
- Check if the Smartlink App is the latest version. If not, please update the Smartlink App from the App store.
- Remove the Smartlink App. Download and re-install it from the App Store.
How do I sync the lock’s time?
If you are using the Klacci iF+ series, synchronize the lock time
- Each time after you replace the batteries.
- When a card fails to unlock the door within the authorized time.
Synchronizing Lock Time
- Use the Smartlink App to perform an unlock.
- Go to the bottom menu bar of the App and tap “Manage Locks” > Select Lock > Select “Sync Lock Time.”
Why does “Offline” appear at the bottom of the screen when unlocking (temporary unlock)?
When you are unlocking with the flashing “Offline” on the screen, it means the app is in the offline unlocking mode. This is to ensure you can still successfully unlock the door when there is no or unstable internet connection.
For security reasons, the offline unlocking mode has the following restrictions:
- Limited Number of Unlocks: Each door lock is limited to a maximum of 3 times unlock in the offline mode. This is to ensure the security of the accessing door.
- Remember to Reconnect: Open the app again when you restore the internet connection. The system will automatically update your authorization and reset the number of offline unlocks.
