Smart Lock -PCB10 FAQ
| Install | |
| What thickness of door is the lock suitable for installation? | Its suitable for different door thickness from 55-105mm |
| How can I install the lock? | Please check the Installation details |
| Where can I find the installation guide video? | Please check the Installation video |
| What type of keyhole is suitable for installing our lock? | Please check the the keyhole size of suitable for installation. |
| What type of door is suitable for installing our lock? | Interior door , wooden door, security door,etc. |
| function settings | |
| What is the default password? | The default password is "123456" |
| What should I do when I receive the lock? 123456 unlocks it currently. | After you received the lock, please modify the default password “123456” to your own admin password first, also please keep it in your mind |
| How to modify the default password to the admin password? | Please press any button to wake up the lock, click "lock button" - enter default password 123456 - lock button - enter the new admin password - lock button - comfirm admin password agian - lock button. please keep the admin password in your mind as you need to user admin password to enter the menu. |
| If the default password is not working, what should I do? | Please contact customer service, and send the lock cylinder ID or take a picture of the QR code to them. |
| How many admin password can be set? | 1 group admin password |
| How to add admin password? | Please press any button to wake up the lock, click "lock button" - enter default password 123456 - lock button - enter the new admin password - lock button - comfirm admin password agian - lock button. please keep the admin password in your mind as you need to user admin password to enter the menu. |
| How to modify the password? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "1"password - "lock button" - "1"modify - "lock button" - enter the new admin password - "lock button" - admin password again - "lock button" |
| If forgot the admin password, how to enter the setting menu? | Please contact customer service, and send the lock cylinder ID or take a picture of the QR code to them. |
| How to set the temporary password via Welock app? | Please enter "Welock" app, click"Temporary password"icon,set the start time and end time,and click "Get", then the system will create a temporary password with 10 digits automatically. |
| How long can the validity period of the temporary password be set? | up to 30 days |
| How to delete the temporary password? | Please modify the bluetooth password via App, then all temporary password will be invalid. |
| How many Temporary password can be set? | No limit |
| How to add custom temporary password via bluetooth? | Please enter "Welock" app,choose "bluetooth" icon - click " Password for bluetooth add expiration" icon - input "remark" - input " custom temporary password" - set start time and end time - click " OK". |
| How to delete custom temporary password via bluetooth? | Please enter "Welock" app, choose "bluetooth" icon - click "Password for bluetooth delete expiration"icon - choose the password - delete it. |
| How to add custom temporary password via wifi? | Please enter "Welock" app,choose "gateway" icon - click " Password for bluetooth add expiration" icon - input "remark" - input " custom temporary password" - set start time and end time - click " OK". |
| How to delete custom temporary password via wifi? | Please enter "Welock" app, choose "gateway" icon - click "Password for bluetooth delete expiration"icon - choose the password - delete it. |
| How many user password can be set? | 9 groups user password. |
| How to add user password? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "1"password - "lock button" - "2" Ad pwd - lock button - enter the new password - lock button - user password agian - lock button, then screen will display the password ID. |
| How to delete user password? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "1"password - "lock button" - "3" Delete pwd - lock button - enter password ID - lock button, then that user password will be delete. |
| How to clear all user passwords? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "1"password - "lock button" - "4" clear all user pwd - lock button - "1" yes - lock button, then all user password will be clear. |
| How many cards can be added? | 20 pcs cards. |
| How to add the card? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "2"card - lock button - "1" Add card - lock button - swipe the card on the lock, the screen will display the card ID when you add the card successully.can continue to add 20 cards |
| How to delete the card? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "2"card - lock button - "2" delete card - lock button - enter the card ID - lock button, then the card will be delete. |
| How to clear all cards? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "2"card - lock button - "3" clear all cards - lock button - "1" yes - lock button, then all card will be delete. |
| How to add card via App? | Please enter"Welock" app, click "add card to lock" icon - set start time and end time - click "OK" - scan the QR code on the card - Add successfully.Please check "Add card" plate in the App operation. |
| How to delete card via App? | Please enter"Welock"app, click "delete added cards from lock" icon - enter the card ID / scan the QR code on the lock - click " OK" - Deleted successfully.Please check "Delete card" plate in the App operation. |
| How many BLE remoter can be added? | 8 pcs BLE remoters |
| How to add BLE remoter? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "3"BLE remote" - lock button - "1" add RC - please keep pressing the Bluetooth remote control until the light flashes,the screen displays "BLE RC 1 Added" means that the Bluetooth remote control is added successfully. |
| How to delete BLE remoter? | This model doesn't support deleting a single remoters, only supports clearing all remoters. |
| How to clear all BLE remoter? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "3"BLE remote" - lock button - "2" clear RCs - lock button - "1" yes - lock button, then all RC will be clear. |
| How to unlock the lock via USB emergency backup key? | Please use the power band to charge the lock via USB cable,and then unlock the lock via App.Please check the USB emergency backup key plate in the App operation |
| Where can I find the video of unlocking via USB emergency backup key? | Please check the video of USB emergency backup key. |
| What is the default lock time? | The default lock time is 8 seconds |
| How to set the lock time? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "6" setup - lcok button - "4" lock delay - lock button - set the time from 5 seconds to 14 seconds - lock button. |
| How to set the lock time and date? | Please bind the lock to the app first, and unlock the lock via app, then the lock time will be the same as the mobile phone time automatically |
| How to close bluetooth? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "6" setup - lcok button - "2"close BLE - lock button - "1" yes.then the lock bluetooth will be turn off, then the app cannot find the lock. |
| How to turn on the lock bluetooth? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "6" setup - lcok button - "2" open BLE - lock button - "1" yes.then the lock bluetooth will be turn on, then the app can find the lock. |
| How to unlock the lock via bluetooth? | Please bind the lock to the app first, and then unlock the lock it. please check the unlock plate in the App operation. |
| How to restore to factory settings? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "6" setup - lcok button - "6" sys reset" - lock button - "1" yes - lock button, then the lock will be restored to factory settings |
| How to reset the lock if I don't have the admin password? | Please bind the lock to "Welock " App, and then click " Factory reset" to reset the lock. |
| Where can I check the lock version? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "6" setup - lcok button - "5" version - lock button, then you can check the lock version |
| How to change the lock language to Chinese? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "4"中文 - lock button - “1“- lock button, then the lock language will be change to Chinese. |
| How to change the lock language to English? | Please press any button to wake up the lock,click "lock button" - enter admin password to enter the menu - "5"English - lock button - "1" - lock button, then the lock language will be change to English. |
| What is the language of the lock? | English, Chinese, German. |
| How to change the lock language to German? | Please restart the lock by removing the battery, then the lock will ask for the language,then please select the language according to your needs. |
| How to turn on the lock sound? | Please press any button to wake up the lock, click "lock button" - enter the admin password to enter the menu - "6" setup - lock button - "1"sound - lock button - "1" yes - lock button |
| How to turn off the lock sound? | Please press any button to wake up the lock, click "lock button" - enter the admin password to enter the menu - "6" setup - lock button - "1"mute - lock button - "1" yes - lock button |
| Can the smart lock remain unlocked all the time? | There is a Channel mode on the lock, so just turn on the channel mode to keep the lock unlock all the time. |
| Can I turn the automatic locking feature off? | Please turn on the Channel mode, then the lock will always remain open until you turn off. |
| How to open the Channel mode? | press any button to wake up the lock, enter "user password" + lock button, after unlocking, the screen will light off. before locked, press any button to wake up the lock, enter"user password agian + lock button",then Channel mode is on and the lock is always unlocking. |
| How to close the Channel mode? | After you open the Channel mode, press any button to wake up the lock, enter " user password + lock button ", the screen will flash red light and the Channel mode is off. |
| APP Set | |
| How to download "Welock"App? | Please check the download plate in the APP operation |
| How to register a welock account? | Please check the register plate in the App operation. |
| How to log in to Welock App? | Please check the sign in plate in the App operation. |
| How to bind the lock to the App? | Please check the bind the device plate in the App operation. |
| Where can I find the lock cylinder ID when binding the lock to the App? | Please find the lock ID with 8 digits number on the middle of lock, or find it on packing box. |
| How to unlock the lock via bluetooth? | Please check the unlock plate in the App operation. |
| What is the distance of unlocking the lock via bluetooth? | The best distance is within 10m. |
| How to create a temporary password via App? | Please check the add temporary password plate in the App operation. |
| How to delete a temporary password via App? | Please check the detele temporary password plate in the App operation |
| How to create a cutom temporary password via bluetooth? | Please check the add custom temporary password via bluetooth plate in the APP operation. |
| How to delete a cutom temporary password via bluetooth ? | Please check the delete custom temporary password via bluetooth plate in the APP operation. |
| How to create a cutom temporary password via wifi? | Please check the add custom temporary password via wifi plate in the APP operation. |
| How to delete a cutom temporary password via wifi? | Please check the delete custom temporary password via wifi plate in the APP operation. |
| How to add gateway to App? | Please check the Add gateway plate in the App operation. |
| How to connect the lock to the gateway? | The lock will be added to the gateway automatically after you added to gateway to the App. |
| How to unlock the lock via wifi? | Plesse check the unlock the lock via wifi plate in the App operation. |
| How to delete the gateway to the App? | Please check the delete gateway plate in the App operation. |
| Wat is the distance between the gateway and the lock? | The distance between the gateway and the lock should be within 5 meters, and there is no solid wall. |
| What is the distance of unlocking the lock via wifi? | There is no limit. |
| How to upgreade the gateway? | Please check the upgrade the gateway plate in the App operation. |
| How does the APP make the USB emergency backup key work? | Please check the USB plate in the App operation. |
| Where can I find the video of USB emergency backup key? | Please check the USB video in the App operation. |
| How to add card via App? | Please enter"Welock" app, click "add card to lock" icon - set start time and end time - click "OK" - scan the QR code on the card - Add successfully.Please check "Add card" plate in the App operation. |
| How to delete card via App? | Please enter"Welock"app, click "delete added cards from lock" icon - enter the card ID / scan the QR code on the lock - click " OK" - Deleted successfully.Please check "Delete card" plate in the App operation. |
| How to check the unlock history? | Please check the unlock record plate in the App operation. |
| What language does Welock App have? | English, German,Polish, Italian, France,Russian, Spanish |
| How to set the language of the App? | Please check the language plate in the App operation. |
| How to synchronize phone time and lock time? | Please check the synchronised time plate in the App operation. |
| How to upgreade the App version? | Please check the upgreade version plate in the App operation. |
| How to activate the lock? | This function only suitable for locks in the rental lock mode. Please check the activate the lock plate in the App operation. |
| How to add unlock permission/ add authority? | Please check the add authority in the App operation |
| How to transfer authority? | Please check the transfer authority in the App operation. |
| How to delete authority? | Please check the delete authority in the App operation. |
| How to delete the lock from the App? | Please check the delete lock in the App operation |
| Hardware Problem | |
| Why can the handle be turned 360° all the time when the lock is not unlocked? | Please do not suspect that there is a problem with the lock as it is a normal phenomenon. The reason why we set the handle to be able to rotate 360° is to avoid damage to the handle due to violence, another one is that you can turn the handle in any direction left or right to open the door. |
| Where can I find the lock cylinder ID? | Please find the lock ID with 8 digits number on the middle of lock, or find it on packing box. |
| Where is the QR code? | Please find the QR code at the bottom of the front handle. |
| The new lock shows that the default password doen't work,what should I do? | Please bind the lock to the Welock app first, and then click "factory reset" to reset the lock. |
| The locked screen is scratched and broken, what should I do? | There is a screen protector on the screen, please tear off the screen protector. |
| How to install the battery? | Please check the install the battery plate. |
| Why does the lock keep beeping? | Please check if it is a low battery warning sound. When the battery power is lower than 20%, the lock will sound a low battery warning sound automatically. Please replace the battery with a new one in time. |
| Why does the lock screen shows "Motor disconnected" when I press the keypad? | 1.Could you please let me know when does a motor issue occur? 2.Please try replacing the battery and see if that fixes the problem. 3.If the problem is not resolved, please contact customer service, and send the lock cylinder ID and lock version to them. |
| Why does the lock not power on after installing the battery? | 1. Is this lock a new lock? 2. How long has it been used that it does not turn on? 3. Is there a new battery? Will it still not start after replacing the new battery? 4. Has the product been exposed to rain or water? 5. Has the iron sheet on the battery cover come off? |
| Why does the lock not respond after installing the battery? | 1. Is this lock a new lock? 2. How long has it been used that it does not turn on? 3. Is there a new battery? Will it still not start after replacing the new battery? 4. Has the product been exposed to rain or water? 5. Has the iron sheet on the battery cover come off? |
| Why doesn't the locked screen light up? | 1. Please check whether the lock can be unlocked and whether all functions are normal. 2. Please check if there is water mist in the screen. |
| Why does the lock keep showing the unlocked state after the screen shows that locked? | 1. Please confirm whether the lock can be unlocked. 2. Please confirm whether this situation is a frequent problem or an indirect occurrence. |
| Why the lock can only turn the handle after unlocking the lock, but can't open the door? | 1. Please confirm whether the lock shows unlocked prompt. 2. Please confirm whether all function can be used normally. 3. Does this situation occur continuously or indirectly? 4. Please confirm whether the lock has a low voltage prompt. |
| The digital button is not working, what should I do? | 1. Have you checked whether the buttons are normal when you first receive the product? 2. Please confirm whether there is water in the lock and whether there is fog in the screen. 3. How long has the product been used? |
| When the battery level exceeds 20%, but the lock prompts a low battery alarm, what should I do? | Please remove the battery and reinstall it. |
| APP QUESTION | |
| Why can't the APP receive the verification code? | Please send your welcok account (phone number or email ) to customer service and let them know what time you sent the verification code. |
| Why does the APP show that the lock is not nearby when using Bluetooth to unlock? | There are two situations that can cause this problem, please confirm the following: 1. The premise of APP unlocking is that you must be close to the lock and the distance between the phone and the lock must be within 5m. (5m is best distance.) 2. If you're close to the lock, please check if you have turn on your mobile phone's location, please make sure you have turn on bluetooth and location of your phone. |
| When I bind the lock to the APP for the first time, it shows that the lock has been bound to another account. What should I do? | Please send your lock cylinder ID or take a picture of the qr code on the lock, and send it to customer service, they will help you to solve this problem. |
| When I bind the lock to the APP for the first time, it shows that the lock does not exist. What should I do? | Please send your lock cylinder ID or take a picture of the qr code on the lock, and send it to customer service, they will help you to solve this problem. |
| Why the App shows "invalid Lock ID" when I iput the lock ID during the binding the lock to the app? | The problem is that the QR code you scanned does not match the lock ID, so please contact customer service, and send your lock cylinder ID to them. |
| The lock screen shows" Illegal Phone" when I unlocked the lock via wifi, what should I do? | This is because there is an adaptation problem between the gateway and your mobile phone version, so please upgrade the gateway and upgrade the lock in the app. |
| Why does the APP keep on refreshing the interface? | This is because of network problems, so please log out of the app again, refresh the network, and log in to the app again. |
| Why does the APP keep loading the interface? | This is because of network problems, so please log out of the app again, refresh the network, and log in to the app again. |
| How many locks can be connected to an APP? | There is no limit. |
| How many apps can be connected to a lock? | There is no limit, but only one welock account can be used as an administrator for each lock. |