Keypad Not Lighting Up and Lock Not Opening

Troubleshooting when the lock reports “unlock” but does not physically open

Original HubSpot URL: https://learn.simpled.uk/keypad-not-lighting-up-and-lock-not-opening

If the keypad does not light up, but the lock reports “door unlock” when using a code or fingerprint — and the lock does not physically open — the issue is usually related to power or internal connections.

Follow the steps below in order.

Step 1 – Check the Batteries

  • Ensure the batteries are installed correctly

  • Check the polarity (+ / –)

  • Replace with new batteries to rule out low power

Low or incorrect battery installation can prevent the keypad and motor from operating properly.

Step 2 – Check Internal Cable Connections

  1. Remove the back panel

  2. Inspect all internal cables

  3. Ensure all connectors are fully seated

Pay special attention to the white connector cable.
If this is loose or disconnected, the lock may respond in the app but not operate physically.

Step 3 – Perform a Factory Reset

If the issue continues, reset the lock:

  1. Remove the battery cover

  2. Gently move the white connector cable aside to access the reset button

  3. Press and hold the reset button (between the batteries) for 2 seconds using a pen

The lock will say:
“Please add an administrator.”

  1. On the keypad, enter: 000#

  2. Reconnect the lock in the app and test again

What to Check After Reset

After completing the steps:

  • Test unlocking using a code or fingerprint

  • Check if the keypad lights up

  • Listen for the lock motor or bolt movement

If the Issue Continues

If the lock still does not open:

  • Note any unusual sounds

  • Check for blinking lights

  • Observe if the bolt attempts to move

Provide this information to support for further assistance.