Warning
The metal key is an emergency override - so it may change the functionality of your smart Locks by turning it to unlock mode or misaligning the pins (in this case you need to Hard Reset the lock and realign the arrows on the back of the lock).
Steps to open the lock with the Metal Key
Follow steps and check the Video below
Make sure you are using the metal key from this lock's own box. Each key is unique to its lock. If you have several keys on a bunch, confirm which one belongs to this door.
Make sure the handle is fitted on the door. The key will not work without the handle.
Turn the metal key to 120 degrees
Make sure you are light with the Key
Move the handle up and down - lift the handle up as well as pushing it down. It will catch and open.
Try one opening method at a time
Do not use the metal key and the PIN or app at the same time.
Try the key first: turn it, then move the handle up and down.
Remove the key before trying the PIN or app.
When the screen goes green and you hear the motor, lift the handle up as well as down. If the lock was installed in reverse, the door only opens when the handle is lifted up.
The metal key still doesn't open the door
Please check the following and share the answers with the support team:
Does the key turn and stop at a point, or does it spin freely?
When you enter the PIN, does the screen go green?
When the screen goes green, can you hear the motor running?
If possible, send a short video showing the key and the handle being used.
Emergency: the door is still locked
If you have used the correct key, moved the handle both up and down, and tried the PIN separately, and the door still does not open, the issue is mechanical inside the lock and cannot be fixed remotely.
In an emergency, for example when a guest cannot get into their room, please call a locksmith to open the door. Then contact the support team with the answers to the questions above.
Note
Make sure you are using the Key from the right box of the Smart Lock, as they are individual for each!