About Dimensions

• Q: What is the compatible door thickness for this lock?

• A: This lock is compatible with door thicknesses ranging from 1-3/8” to 2” (35 mm-50 mm). For more details, please refer to the attached images below.

About Latch

• Q: The square shaft pin inserted in the latch instead of the lock cannot be removed.

• A: Please contact us when you encounter this situation, and we will send you a replacement part. And please note be sure to install the pin on the lock first, not through the latch.

 

• Q: Why I can’t open my door from the outside after I install it?

• A: Please note that the lock is shipped in a locked state by default, which means that you will need to unlock it with an unlocking method before you can use it.

 

• Q: Why can't I unlock the door even using the code or key?

• A: It is very likely that the latch is malfunctioning, please contact our after-sales service promptly. The latch will be replaced as soon as possible.

• Q: Why am I unable to install the lock? The front part of the lock won't pass through the latch part.
  

• A: Please ensure that the gap in the middle of the latch is kept horizontal, or it will get stuck.