The latch on my Slim Series lock fails to retract after unlocking, What to do?

**Symptoms: The lock unlocks with all access methods, but the latch occasionally fails to retract when the handle is pushed down, likely due to misalignment. **

Original HubSpot URL: https://learn.simpled.uk/the-latch-sometimes-fail-to-retract-after-unlocking-or-only-open-when-i-lift-the-handle-upward-ss-series

Model number: SS Series: SS-SP / SS-SPS / SS-SPW /SS-BB / SS-BS

The lock unlocks correctly using any access method, but sometimes the latch does not retract when you push the handle down. In some cases, it works intermittently or only opens if the handle is lifted upward before unlocking. This behaviour is normally caused by a small alignment issue during installation. If the lock is not fully parallel with the edge of the door, the latch may not sit fully into its correct position, which can cause inconsistent clutch engagement.

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How to fix it:

This is usually resolved with a small alignment adjustment:

  1. Slightly loosen the two screws on the back of the lock so the unit can move freely

  2. Use a ruler to make sure: 
    • The spacing between the lock body and the door edge is equal at the top and bottom
    • The lock is fully parallel with the door edge

  3. Once aligned, retighten the screws carefully In most cases this restores consistent latch retraction.

If the issue continues, Please contact our support team and share: • a side photo showing the lock alignment relative to the door edge • a short video showing the behaviour when pressing the handle after unlocking.

We will review and guide the next steps.