Frequently asked questions

What is the warranty?

Everything we sell carries a two year warranty: the locks, the cylinders, the key safes and the accessories.

Two conditions worth knowing before you fit anything. On the KS150 deadbolt, the deadbolt must be used with a latch roller ball or a concealed magnet that keeps the door consistently closed against the bolt: fitting it without one can void the warranty. And on the KS250 and KS280, do not unscrew the screw inside the handle hole when reversing the handle, because breaking it voids the warranty in the install manual.

Nothing in our warranty limits your rights under the Consumer Guarantees Act 1993, which covers goods of a kind ordinarily bought for personal, domestic or household use.

I am locked out. What do I do right now?

Every one of the five current models takes a mechanical key, and the key hole is hidden, which is why people look for it and do not see it. On the KS200 and KS280 it is on the bottom edge of the outside panel. On the KS150 it is behind the lower front cover. That key is the answer in almost every case, so the real question is where yours is. Somewhere useful is a neighbour, a car, a wallet or a key safe fixed outside. A drawer inside the locked house is not a spare key.

If the batteries are flat and you have no key, the KS150, KS200 and KS280 carry a USB emergency power port. A phone power bank on that port powers the lock so that your code or key works. It does not open the lock by itself, and it does not charge the batteries.

Still stuck? Call 09 238 2377, or 027 359 4848 for the LockLab emergency line. Have the model and whether you have the key ready when you ring. Worth knowing before you panic: the most common cause of being locked out of a new lock is not a flat battery, it is that the installer never released it from their own app account. That one is on us to fix, not you.

How do I change the batteries?

The five current models run on standard batteries. Use a good quality alkaline brand and change them once a year: cheap batteries go flat fast. The KS280, KS250 and KS150 take four AA. The KS300 takes four AAA. For the KS200, check the cells already inside it before you go shopping.

• Do it with the door open, so there is no chance of shutting yourself out halfway through.
• Open the battery cover on the inside part of the lock, the side that faces into the house.
• Replace the whole set at once with fresh batteries of the same type. Do not mix old and new, and do not mix brands.
• Check they sit the right way round. The markings in the battery holder show which end goes where.
• Put the cover back on, then go outside and test your code before you close the door.
• Keep your mechanical key in your pocket while you do all of this.

How do I know when the batteries are getting low?

The simplest approach is not to wait to be told. The published battery life on the KS150, KS250, KS280 and KS300 is about 8 to 12 months, so put a reminder in your phone for eight months, change them then, and change them again before you go away for a long stretch. If the lock starts sounding sluggish, or a code that always worked suddenly takes two goes, treat the batteries as the first suspect rather than assuming the lock is broken. Fresh batteries fix a surprising number of problems.

What happens if the batteries go completely flat?

Every one of the five current models takes a mechanical key, so a flat battery is not a lockout. Keep a key somewhere you can get to without going through the door it opens, with a neighbour or in the car rather than inside the house. The KS150, KS200 and KS280 also have a USB emergency power port (on the KS280 it is on the bottom edge). A USB power bank plugged into it gives the lock enough power for your code to work. It does not open the lock by itself and it does not charge the batteries, so change them as soon as you are in. On the KS250 and KS300, treat the mechanical key as the answer.

I am selling the house. How do I hand the lock over to the new owner?

Do this before you hand over the keys, not after. A smart lock belongs to whichever TTLock account it is registered to, and selling the house does not change that on its own. Until it is dealt with, the lock still answers to the person who set it up.

• Delete every code and card you have handed out over the years. Cleaners, tradespeople, family, a flatmate who has moved out.
• Agree with the buyer whether you are transferring the lock to them or resetting it. Either is fine, as long as one of them actually happens.
• To transfer, the new owner sets up their own TTLock account first. The lock is then passed across to that account, and it comes off yours.
• To reset, the lock is cleared back to factory settings and the new owner sets it up from scratch as the admin. A reset wipes every code, card and phone, including yours.
• When you are done, open the TTLock app and check the lock is gone from your account. If you can still see it, you are still the admin and the job is not finished.
• After a reset and a fresh setup, key in the factory code printed in the lock's manual (123456 in the KS150 and KS300 manuals). It must be refused. If the door opens, setup did not finish.
• Hand over the mechanical keys and any RFID cards, and tell the buyer how many of each there should be.
• If you are not sure how to do the transfer or the reset on your model, ask us or your installer well before settlement, not on the day.

What happens if I do not sort that out before handover?

The old owner keeps a working key to the house, in the form of their phone. Any codes handed out over the years keep working too. Nobody gets a warning about this, so it is on the seller to deal with it. If you have just bought a house with one of these already fitted and you do not know its history, assume it needs a reset and change everything.

Can I open the door without my phone?

Yes. On the KS150 to KS300 range there are four ways in: the TTLock app, a PIN code on the keypad, an RFID card, and a mechanical key. The new KS150-BKP drops the card reader and uses physical buttons instead of a touch keypad, with Wi-Fi built in. Most people use the keypad day to day and only pick up the phone for admin jobs like adding a code. A flat phone, a forgotten phone or no smartphone at all is not a problem.

Do I still get a key?

Yes. Every one of the five current models takes a mechanical key override, and that is deliberate. It is the answer to a flat battery, a lost phone, or a family member who does not want an app on their phone. Keep at least one key somewhere you can reach without going through the door it opens.

Do I need the Wi-Fi gateway?

Only if you want to do things when you are away from the house. The five current models are gateway ready: remote features need the Wi-Fi gateway, which is a separate purchase. Standing at your own door with your phone in your pocket, you do not need it, because the phone talks to the lock over Bluetooth. Plenty of people never add one.

What happens if my internet goes down?

The lock keeps working exactly as before. Your codes, cards, key and Bluetooth phone unlocking all live in the lock itself and do not touch the internet. What stops is anything remote, such as checking the door from work or adding a code while you are out. Those remote features need the Wi-Fi gateway, which is a separate purchase, so if you have not added one there is nothing to lose. It all comes back on its own when your connection does.

What about a power cut?

The locks run on their own batteries, not on your mains power, so a power cut does not stop the door working. The keypad, cards, phone and key all carry on as normal. If you have added the Wi-Fi gateway, remote access will drop out while the power is off, because your router is off too. Nothing needs resetting when the power comes back on.

Can I give someone a temporary code?

Yes. You can set up a code for a visitor and delete it once they no longer need it, and time limits are set in the TTLock app. Without the gateway you set codes up while you are at the door, within Bluetooth range of the lock. Adding or cancelling a code while you are away from the house is a remote feature, and that needs the Wi-Fi gateway, which is a separate purchase.

Can I see who came and went?

The TTLock app keeps a record of unlocks, so you can see when the door was opened and which code or phone opened it. Without the gateway you need to be near the lock, so your phone can collect that record over Bluetooth. With the Wi-Fi gateway, which is a separate purchase, you can check it from anywhere. Give each person their own code rather than sharing one, or the record will not tell you much.

Is it weatherproof?

The KS300, KS280 and KS250 are rated IP65, which covers dust and water sprayed from any direction. The KS150 is rated IP56: a little less dust protection than IP65, and more protection against water jets. A door under an eave or a porch is the sensible place for any of them. If you are looking at the KS200, or your door is very exposed, tell us before you choose a model.

Do any of them read fingerprints?

The KS150, KS200, KS250, KS280 and KS300 have no fingerprint reader: on those, you get a code, a card, your phone and a key. A fingerprint model, the KSL Smart Lever Lock, is joining the range. If a fingerprint is the thing you specifically want, ask us rather than ruling it out.

Which app do the locks use?

The five current models use an app called TTLock. The KSL and the KS150-BKP run TTLock too. TTLock is not our app, so the screens can change without us being told. It is used by a lot of different locks around the world, which is why it has more settings than you are ever likely to need. Set up your own TTLock account rather than sharing one with your installer or a previous owner.

Where do I get one, and who fits it?

This site is not a shop. Our locks are sold through three retailers: Entrance Handles online, KnK Hardware showrooms around the country, and LockLab, who supply and fit them in Auckland. Where to buy has all three. If you are not sure which suits your door, tell us what you are working with and we will help you choose. Getting the right model for your door type sorted at the start saves a lot of grief later, so ask before you choose.