When I try to add an associated user, it says they already have an account and will not let me proceed, why?
This is because the email address has already registered for a Codelocks Connect Portal account, either as an administrator, or an associated user for another account. To add them as an associated user, get in contact with our customer support team who will be able to look into changing the account type.
Where do I find my access key?
Your access key can be found in the App by opening Settings, User Info and then Access Key. You will then see a mix of letters and numbers (case sensitive) which can be entered into the portal to connect your Smart locks and Codelocks Connect Portal account.
How do I report a problem?
In the top navigation bars of the Codelocks Connect Portal and our websites there is a option titled Contact Us. Use this form to write to us with as much information as possible regarding your issue and we will get back to you as soon as possible.
Why am I unable to add a number to the whitelist?
Make sure the name does not include any special characters and that the phone number includes the country dialling code.
Why are my outbound SMS failing?
Check that the message does not exceed 160 characters or contain any special characters, and that the number does not contain a space at the beginning or end. If the SMS keeps failing, please contact our customer support team.
Can I request a NetCode for less than an hour?
A NetCode can start on the hour with a minimum duration of an hour time period. Should you require it, there is an option to have a 15 minute grace period on either end of its access period.
What are the different types of NetCode?
Important Notes: Please note you cannot run two modes at the same time (standard mode is the only exception). This means you cannot have Standard mode and Rental mode enabled at the same time. If you have generated a standard NetCode and then change the mode to Rental and sync the app, the standard NetCode will no longer function as that mode is no longer available.
If you change the NetCode mode on the lock, this will only change the NetCode mode. This means the Master Code, settings and any existing phone clients or code clients will not be affected.
By changing the mode via the lock (KL1000 NetCode), this will not affect NetCode generation via the Codelocks Connect Portal, the team who are using the portal need to be made aware of any mode changes. This is so they do not issue a Standard code when Rental mode is enabled.
Click here for the Codelocks Smart Lock NetCode Modes Click here for the KitLock by Codelocks NetCode Modes
Why is my lock flashing red when I enter the * at the beginning of a NetCode?
This is because the lock is currently not set to allow NetCode access. To fix this, go into the lock's settings in the App, open Parameters, tick the box next to NetCode under Feature Selection and then synchronise the lock to implement the changes.
Why are my Rental ACC and URM NetCodes not working?
This is a feature which needs to be activated before it can be used. To do this, go into the lock's settings in the App, open Parameters, scroll down to NetCode, then Modes and select either URM or ACC mode before synchronising the lock to implement the changes.
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