On rare occasions, when locking or unlocking your door, you may hear an unusual beep and see the face of the lock flash all the odd numbers (1, 3, 5, 7, 9) in an X pattern. If this happens, this usually means the lock is jammed, the deadbolt is not able to fully extend to the door strike, or the motor in the lock is malfunctioning. If you have a wooden door, this can happen when there is a change in the weather, as the door may swell or shrink causing the alignment to be slightly off. Since this is a hardware issue, it will occur regardless of which code you use, and if the jam is cleared your existing 4 digit resident code will continue to work afterward.
What to do:
- You can try pushing up against the door or pulling on it to try to get the door aligned enough to lock/unlock it and enter the code at the same time.
- Simultaneously wiggle the door and enter the code.
- If your lock is jamming on a routine basis, or if you are unable to get it open with the above steps, you will want to notify your property's on-site maintenance team. They will come to your unit and should be able to adjust your door frame, weatherstripping and/or door strike in order to fix the issue.
If you have any additional questions, please contact our support team via email at [email protected], by phone at (844) 479-1555, or live chat us in the mobile app.