This is most likely an issue related to software. Since our manufacturing facility tests our devices before they are approved for sale, there is a very slim chance for a human error to occur. When the lock was tested by the quality control specialists one of them might have simply forgotten to unpair the device during testing.

In order to fix the issue please follow the pages 15 and 16 from the manual and then once the factory reset process has been completed, add the lock to your account.

If the issue still persists - please email us to
Please make sure to include your device serial number in the request.