FAQ for Smart lock
FAQ for IOT
How to check the remaining battery level when using the smart lock?

After the door lock is successfully paired with the APP, the battery level will be displayed on the APP page, generally shown as a numerical value or as high/medium/low battery levels. Additionally, when the battery is low, the door lock will sound an alarm.

How to confirm whether the Wi-Fi band is 2.4GHz when pairing the door lock with the APP?

In the phone's settings, go to Wi-Fi settings to check whether the band is 2.4GHz. If not, you can select the 2.4GHz band in the settings before pairing with the APP.

What is the definition of "lockout mode" (administrator mode)?

There is a lockout mode switch on the rear lock. When enabled, only the administrator can unlock the door; normal users cannot open it. When disabled, both administrators and normal users can unlock the door.

How to confirm the door opening direction before installation, and how to adjust the direction by yourself?

Left/right opening can be adjusted by reversing the handle; inward/outward opening can be adjusted by reversing the latch bolt on the mortise.

After installing the door lock, why does the indoor side require verification to open, while the outdoor side is always unlocked?

The left/right handing of the door lock has been set incorrectly. Adjust the handing as follows:

  1. Determine the door orientation – options are: left-handed inward, left-handed outward, right-handed inward, right-handed outward.
  2. Based on the door orientation, follow the relevant installation details.
After installing the door lock, why can any verification method open the door?

The door lock is factory-set to "passage mode" (always unlocked). It is normal that no verification is required, or any credential can open the door. It is recommended that the customer quickly register an administrator.

Fast power consumption, battery drains within a few days or a month?
  1. Battery issue – All door locks must use alkaline batteries. Carbon-based or other rechargeable batteries (except for products with built-in lithium batteries) should not be used. If a batch of locks shows fast power drain, first check the battery type. Ask the customer to provide photos of the batteries for inspection.
  2. Motherboard / battery board issue – Requires inspection using a multimeter, or replacement of the motherboard or battery board.
Why does the ML100 remain in always-open mode after an admin registers a fingerprint/password and adds it to the app?

First, check whether the latch extends when you lift the handle on the front lock panel. If the latch does not extend, this is an installation issue. Ensure that the triangular mark onthe front lock panel faces upward.

What should I do if the device doesn’t have any response after power on?

1) Reset the device and check the indicator status;

2) Could change a good cable&adapter to power on the device then check device IR light is on or not;

The camera cannot be connected to App in any connection method.

1) Re-powereon or press the reset button.

2) Confirm your device is connected to a 2.4GHz network. Check the WiFi andBluetooth are on.

3) Read the product manual or the instructions on the network connection page and strictly follow the steps.

Note: If the issue persists, We consider that what you need is hardware product guidance and troubleshooting. Contact your product’s after-sales service personnel.

When the device connect to the App, but the app prompts that the device has been bound.

1) Submit your problem by the App.

2) Screen shot the submit page. Then share your account No. and send the screen shot to product’s after-sales service personnel.

3) Waiting to unbind.



Why can't the camera use cloud storage to record 7*24 hours?

The cloud storage is mainly an event storage, which means that only event will be recorded and saved only when the camera detects movement.

How do l enable the camera to receive notifications?

If the camera supports sending notifications, open App, choose ‘Me’ > ‘Message Center’, tap the gear icon in the upper right corner of the page that appears, and then tap Enable notificationsTurn on your smart camera's alarm switch and allow notifications from App in system settings of your mobile phone.

Can l view the camera screen remotely?

Yes. After you add a camera to the app,ensure that the camera is online, You can then view the camera screen in the app anytime, anywhere.

How long can l use a 64GB memory card if l record videos 24 hours a day?

Six days. When a camera records videos 24 hours a day, an 8GB memory card can be used for 18 hours, a 16GB memory caro for 36 hours, a 32GB memory card for 3 days, and a 64GB memory card for 6 days

Can the camera continue to work if the wifi is disconnected?

According to the type of camera, the decision of whether to rely entirely on Wi-Fi for transmission variesFor Wi-Fi cameras: if the Wi-Fi connection is lost, the camera's operation will depend on its specific features and settings.Here are some possible scenarios:

1) Live monitoring feature: lf you are using a live monitoring camera that relies onWi-Fi to transmit real-time video streams, you will not be able to remotely view live video once the Wi-Fi connection is lost.However. Some cameras have local network capabilities that allow you to continue monitoring the camera within the local network environment.

2) Local storage feature: Some cameras come with built-in storage or support SD cards, so even if Wi-Fi is disconnected,the camera can continue recording video and store it on the local storage device.

3) Cloud storage feature: Cloud storage functionality may be affected when Wi-Fi is disconnected.

For 4G cameras, they do not rely on Wi-Fi but instead depend on data transmission via the data card provided bv the carrier. Disconnection from Wi-Fi has no impact on such devices.

Can two accounts be linked to one camera simultaneously?

You can share access with others using the "Family" feature or sharing function; once the device is already bound, attempting to bind it again will prompt that the device has been bound by someone else.

Does a camera have any requirements for the network?

1) When connecting to Wi-Fi, most webcams only support Wi-Fi 2.4G, and a few dual-mode webcams support 5G networks.Ask the seller whether they support it or not
2) For security reasons,not all webcams can be connected via mobile phone hotspots. If you support. Ask the seller whether they support it or not.

Why does the sensor device show as offline in the app, but it comes back online after pressing the pinhole button?

Please check the following:
·The gateway is offline;
·The device has lost power;
·The communication distance between the device and the gateway is too far, preventing the gateway from detecting it.

Why does the data statistics in the device pane not show the correct data?

Please troubleshoot in the following ways:
1) If the device statistics are always none, it should be that your device has not activated the statistics function in the cloud. You need to contact the product after-sales personnel and ask them to activate it for you. After activation, you will You can use this function normally.
2) If the data is partly missing, it may be because of your network is unstable,the device has been disconnected due to network reasons many times during the period of use,and the data cannot be counted normally during the period of the device being disconnected.

If there is still a problem,it may be that the firmware of the device is malfunctioning.Please contact the seller to let them repair the firmware of the device. Thank you for your understanding and support!

Why is the battery of my devices draining so fast?

To prevent rapid battery consumption or frequent triggering, please avoid installing the device in scenes with extremely high application frequency (more than a hundred times per day).

How long will the App show offline after a device (low-power devices and normal devices) is powered off or disconnected from the Internet?

Please check in the following ways:
1) Low-power devices (devices that use batteries are usually low-power devices)are designed for low power consumption, so the device will not report the offline status of the device in real time. Only if the device fails to report for three consecutive heartbeat cycles (the heartbeat cycle duration can be customized by the manufacturer, with the default being 4 hours per cycle) the App will display that the device is offline.(So if your sensor device has stopped working, but it still shows online in the App, you can pairing the device again to get it back to work as soon as possible.)
2) If it is the normal device powered off or disconnected from the network, the device will display offline in the App in 3 minutes, and it will display online within 30 seconds after device reconnecting to the Internet.

What is the communications distance between a sensor and a gateway?

The distance can be up to 20 meters if there is no solid wall between them.

Why isn't the indicator on after the sensor is powered on?

The indicator light will stay on for three seconds after you power on the PlR motion sensor. If the light is not working, first check the battery level, and then check whether the battery is making good contact with the device.
If the problem persists contact customer service for help.

What should I do if the device doesn’t have any response after power on?

1) Reset the device and check the indicator status;

2) Could change a good cable&adapter to power on the device then check device IR light is on or not;

The camera cannot be connected to App in any connection method.

1) Re-powereon or press the reset button.

2) Confirm your device is connected to a 2.4GHz network. Check the WiFi andBluetooth are on.

3) Read the product manual or the instructions on the network connection page and strictly follow the steps.

Note: If the issue persists, We consider that what you need is hardware product guidance and troubleshooting. Contact your product’s after-sales service personnel.

When the device connect to the App, but the app prompts that the device has been bound.

1) Submit your problem by the App.

2) Screen shot the submit page. Then share your account No. and send the screen shot to product’s after-sales service personnel.

3) Waiting to unbind.



Why can't the camera use cloud storage to record 7*24 hours?

The cloud storage is mainly an event storage, which means that only event will be recorded and saved only when the camera detects movement.

How do l enable the camera to receive notifications?

If the camera supports sending notifications, open App, choose ‘Me’ > ‘Message Center’, tap the gear icon in the upper right corner of the page that appears, and then tap Enable notificationsTurn on your smart camera's alarm switch and allow notifications from App in system settings of your mobile phone.

Can l view the camera screen remotely?

Yes. After you add a camera to the app,ensure that the camera is online, You can then view the camera screen in the app anytime, anywhere.

How long can l use a 64GB memory card if l record videos 24 hours a day?

Six days. When a camera records videos 24 hours a day, an 8GB memory card can be used for 18 hours, a 16GB memory caro for 36 hours, a 32GB memory card for 3 days, and a 64GB memory card for 6 days

Can the camera continue to work if the wifi is disconnected?

According to the type of camera, the decision of whether to rely entirely on Wi-Fi for transmission variesFor Wi-Fi cameras: if the Wi-Fi connection is lost, the camera's operation will depend on its specific features and settings.Here are some possible scenarios:

1) Live monitoring feature: lf you are using a live monitoring camera that relies onWi-Fi to transmit real-time video streams, you will not be able to remotely view live video once the Wi-Fi connection is lost.However. Some cameras have local network capabilities that allow you to continue monitoring the camera within the local network environment.

2) Local storage feature: Some cameras come with built-in storage or support SD cards, so even if Wi-Fi is disconnected,the camera can continue recording video and store it on the local storage device.

3) Cloud storage feature: Cloud storage functionality may be affected when Wi-Fi is disconnected.

For 4G cameras, they do not rely on Wi-Fi but instead depend on data transmission via the data card provided bv the carrier. Disconnection from Wi-Fi has no impact on such devices.

Can two accounts be linked to one camera simultaneously?

You can share access with others using the "Family" feature or sharing function; once the device is already bound, attempting to bind it again will prompt that the device has been bound by someone else.

Does a camera have any requirements for the network?

1) When connecting to Wi-Fi, most webcams only support Wi-Fi 2.4G, and a few dual-mode webcams support 5G networks.Ask the seller whether they support it or not
2) For security reasons,not all webcams can be connected via mobile phone hotspots. If you support. Ask the seller whether they support it or not.

Why does the sensor device show as offline in the app, but it comes back online after pressing the pinhole button?

Please check the following:
·The gateway is offline;
·The device has lost power;
·The communication distance between the device and the gateway is too far, preventing the gateway from detecting it.

Why does the data statistics in the device pane not show the correct data?

Please troubleshoot in the following ways:
1) If the device statistics are always none, it should be that your device has not activated the statistics function in the cloud. You need to contact the product after-sales personnel and ask them to activate it for you. After activation, you will You can use this function normally.
2) If the data is partly missing, it may be because of your network is unstable,the device has been disconnected due to network reasons many times during the period of use,and the data cannot be counted normally during the period of the device being disconnected.

If there is still a problem,it may be that the firmware of the device is malfunctioning.Please contact the seller to let them repair the firmware of the device. Thank you for your understanding and support!

Why is the battery of my devices draining so fast?

To prevent rapid battery consumption or frequent triggering, please avoid installing the device in scenes with extremely high application frequency (more than a hundred times per day).

How long will the App show offline after a device (low-power devices and normal devices) is powered off or disconnected from the Internet?

Please check in the following ways:
1) Low-power devices (devices that use batteries are usually low-power devices)are designed for low power consumption, so the device will not report the offline status of the device in real time. Only if the device fails to report for three consecutive heartbeat cycles (the heartbeat cycle duration can be customized by the manufacturer, with the default being 4 hours per cycle) the App will display that the device is offline.(So if your sensor device has stopped working, but it still shows online in the App, you can pairing the device again to get it back to work as soon as possible.)
2) If it is the normal device powered off or disconnected from the network, the device will display offline in the App in 3 minutes, and it will display online within 30 seconds after device reconnecting to the Internet.

What is the communications distance between a sensor and a gateway?

The distance can be up to 20 meters if there is no solid wall between them.

Why isn't the indicator on after the sensor is powered on?

The indicator light will stay on for three seconds after you power on the PlR motion sensor. If the light is not working, first check the battery level, and then check whether the battery is making good contact with the device.
If the problem persists contact customer service for help.

What should I do if the device doesn’t have any response after power on?

1) Reset the device and check the indicator status;

2) Could change a good cable&adapter to power on the device then check device IR light is on or not;

The camera cannot be connected to App in any connection method.

1) Re-powereon or press the reset button.

2) Confirm your device is connected to a 2.4GHz network. Check the WiFi andBluetooth are on.

3) Read the product manual or the instructions on the network connection page and strictly follow the steps.

Note: If the issue persists, We consider that what you need is hardware product guidance and troubleshooting. Contact your product’s after-sales service personnel.

When the device connect to the App, but the app prompts that the device has been bound.

1) Submit your problem by the App.

2) Screen shot the submit page. Then share your account No. and send the screen shot to product’s after-sales service personnel.

3) Waiting to unbind.



Why can't the camera use cloud storage to record 7*24 hours?

The cloud storage is mainly an event storage, which means that only event will be recorded and saved only when the camera detects movement.

How do l enable the camera to receive notifications?

If the camera supports sending notifications, open App, choose ‘Me’ > ‘Message Center’, tap the gear icon in the upper right corner of the page that appears, and then tap Enable notificationsTurn on your smart camera's alarm switch and allow notifications from App in system settings of your mobile phone.

Can l view the camera screen remotely?

Yes. After you add a camera to the app,ensure that the camera is online, You can then view the camera screen in the app anytime, anywhere.

How long can l use a 64GB memory card if l record videos 24 hours a day?

Six days. When a camera records videos 24 hours a day, an 8GB memory card can be used for 18 hours, a 16GB memory caro for 36 hours, a 32GB memory card for 3 days, and a 64GB memory card for 6 days

Can the camera continue to work if the wifi is disconnected?

According to the type of camera, the decision of whether to rely entirely on Wi-Fi for transmission variesFor Wi-Fi cameras: if the Wi-Fi connection is lost, the camera's operation will depend on its specific features and settings.Here are some possible scenarios:

1) Live monitoring feature: lf you are using a live monitoring camera that relies onWi-Fi to transmit real-time video streams, you will not be able to remotely view live video once the Wi-Fi connection is lost.However. Some cameras have local network capabilities that allow you to continue monitoring the camera within the local network environment.

2) Local storage feature: Some cameras come with built-in storage or support SD cards, so even if Wi-Fi is disconnected,the camera can continue recording video and store it on the local storage device.

3) Cloud storage feature: Cloud storage functionality may be affected when Wi-Fi is disconnected.

For 4G cameras, they do not rely on Wi-Fi but instead depend on data transmission via the data card provided bv the carrier. Disconnection from Wi-Fi has no impact on such devices.

Can two accounts be linked to one camera simultaneously?

You can share access with others using the "Family" feature or sharing function; once the device is already bound, attempting to bind it again will prompt that the device has been bound by someone else.

Does a camera have any requirements for the network?

1) When connecting to Wi-Fi, most webcams only support Wi-Fi 2.4G, and a few dual-mode webcams support 5G networks.Ask the seller whether they support it or not
2) For security reasons,not all webcams can be connected via mobile phone hotspots. If you support. Ask the seller whether they support it or not.

Why does the sensor device show as offline in the app, but it comes back online after pressing the pinhole button?

Please check the following:
·The gateway is offline;
·The device has lost power;
·The communication distance between the device and the gateway is too far, preventing the gateway from detecting it.

Why does the data statistics in the device pane not show the correct data?

Please troubleshoot in the following ways:
1) If the device statistics are always none, it should be that your device has not activated the statistics function in the cloud. You need to contact the product after-sales personnel and ask them to activate it for you. After activation, you will You can use this function normally.
2) If the data is partly missing, it may be because of your network is unstable,the device has been disconnected due to network reasons many times during the period of use,and the data cannot be counted normally during the period of the device being disconnected.

If there is still a problem,it may be that the firmware of the device is malfunctioning.Please contact the seller to let them repair the firmware of the device. Thank you for your understanding and support!

Why is the battery of my devices draining so fast?

To prevent rapid battery consumption or frequent triggering, please avoid installing the device in scenes with extremely high application frequency (more than a hundred times per day).

How long will the App show offline after a device (low-power devices and normal devices) is powered off or disconnected from the Internet?

Please check in the following ways:
1) Low-power devices (devices that use batteries are usually low-power devices)are designed for low power consumption, so the device will not report the offline status of the device in real time. Only if the device fails to report for three consecutive heartbeat cycles (the heartbeat cycle duration can be customized by the manufacturer, with the default being 4 hours per cycle) the App will display that the device is offline.(So if your sensor device has stopped working, but it still shows online in the App, you can pairing the device again to get it back to work as soon as possible.)
2) If it is the normal device powered off or disconnected from the network, the device will display offline in the App in 3 minutes, and it will display online within 30 seconds after device reconnecting to the Internet.

What is the communications distance between a sensor and a gateway?

The distance can be up to 20 meters if there is no solid wall between them.

Why isn't the indicator on after the sensor is powered on?

The indicator light will stay on for three seconds after you power on the PlR motion sensor. If the light is not working, first check the battery level, and then check whether the battery is making good contact with the device.
If the problem persists contact customer service for help.

What should I do if the device doesn’t have any response after power on?

1) Reset the device and check the indicator status;

2) Could change a good cable&adapter to power on the device then check device IR light is on or not;

The camera cannot be connected to App in any connection method.

1) Re-powereon or press the reset button.

2) Confirm your device is connected to a 2.4GHz network. Check the WiFi andBluetooth are on.

3) Read the product manual or the instructions on the network connection page and strictly follow the steps.

Note: If the issue persists, We consider that what you need is hardware product guidance and troubleshooting. Contact your product’s after-sales service personnel.

When the device connect to the App, but the app prompts that the device has been bound.

1) Submit your problem by the App.

2) Screen shot the submit page. Then share your account No. and send the screen shot to product’s after-sales service personnel.

3) Waiting to unbind.



Why can't the camera use cloud storage to record 7*24 hours?

The cloud storage is mainly an event storage, which means that only event will be recorded and saved only when the camera detects movement.

How do l enable the camera to receive notifications?

If the camera supports sending notifications, open App, choose ‘Me’ > ‘Message Center’, tap the gear icon in the upper right corner of the page that appears, and then tap Enable notificationsTurn on your smart camera's alarm switch and allow notifications from App in system settings of your mobile phone.

Can l view the camera screen remotely?

Yes. After you add a camera to the app,ensure that the camera is online, You can then view the camera screen in the app anytime, anywhere.

How long can l use a 64GB memory card if l record videos 24 hours a day?

Six days. When a camera records videos 24 hours a day, an 8GB memory card can be used for 18 hours, a 16GB memory caro for 36 hours, a 32GB memory card for 3 days, and a 64GB memory card for 6 days

Can the camera continue to work if the wifi is disconnected?

According to the type of camera, the decision of whether to rely entirely on Wi-Fi for transmission variesFor Wi-Fi cameras: if the Wi-Fi connection is lost, the camera's operation will depend on its specific features and settings.Here are some possible scenarios:

1) Live monitoring feature: lf you are using a live monitoring camera that relies onWi-Fi to transmit real-time video streams, you will not be able to remotely view live video once the Wi-Fi connection is lost.However. Some cameras have local network capabilities that allow you to continue monitoring the camera within the local network environment.

2) Local storage feature: Some cameras come with built-in storage or support SD cards, so even if Wi-Fi is disconnected,the camera can continue recording video and store it on the local storage device.

3) Cloud storage feature: Cloud storage functionality may be affected when Wi-Fi is disconnected.

For 4G cameras, they do not rely on Wi-Fi but instead depend on data transmission via the data card provided bv the carrier. Disconnection from Wi-Fi has no impact on such devices.

Can two accounts be linked to one camera simultaneously?

You can share access with others using the "Family" feature or sharing function; once the device is already bound, attempting to bind it again will prompt that the device has been bound by someone else.

Does a camera have any requirements for the network?

1) When connecting to Wi-Fi, most webcams only support Wi-Fi 2.4G, and a few dual-mode webcams support 5G networks.Ask the seller whether they support it or not
2) For security reasons,not all webcams can be connected via mobile phone hotspots. If you support. Ask the seller whether they support it or not.

Why does the sensor device show as offline in the app, but it comes back online after pressing the pinhole button?

Please check the following:
·The gateway is offline;
·The device has lost power;
·The communication distance between the device and the gateway is too far, preventing the gateway from detecting it.

Why does the data statistics in the device pane not show the correct data?

Please troubleshoot in the following ways:
1) If the device statistics are always none, it should be that your device has not activated the statistics function in the cloud. You need to contact the product after-sales personnel and ask them to activate it for you. After activation, you will You can use this function normally.
2) If the data is partly missing, it may be because of your network is unstable,the device has been disconnected due to network reasons many times during the period of use,and the data cannot be counted normally during the period of the device being disconnected.

If there is still a problem,it may be that the firmware of the device is malfunctioning.Please contact the seller to let them repair the firmware of the device. Thank you for your understanding and support!

Why is the battery of my devices draining so fast?

To prevent rapid battery consumption or frequent triggering, please avoid installing the device in scenes with extremely high application frequency (more than a hundred times per day).

How long will the App show offline after a device (low-power devices and normal devices) is powered off or disconnected from the Internet?

Please check in the following ways:
1) Low-power devices (devices that use batteries are usually low-power devices)are designed for low power consumption, so the device will not report the offline status of the device in real time. Only if the device fails to report for three consecutive heartbeat cycles (the heartbeat cycle duration can be customized by the manufacturer, with the default being 4 hours per cycle) the App will display that the device is offline.(So if your sensor device has stopped working, but it still shows online in the App, you can pairing the device again to get it back to work as soon as possible.)
2) If it is the normal device powered off or disconnected from the network, the device will display offline in the App in 3 minutes, and it will display online within 30 seconds after device reconnecting to the Internet.

What is the communications distance between a sensor and a gateway?

The distance can be up to 20 meters if there is no solid wall between them.

Why isn't the indicator on after the sensor is powered on?

The indicator light will stay on for three seconds after you power on the PlR motion sensor. If the light is not working, first check the battery level, and then check whether the battery is making good contact with the device.
If the problem persists contact customer service for help.