What to do if my door handle on the outside would not open the door when I try to unlock it?

Original HubSpot URL: https://learn.simpled.uk/unfortunately-this-morning-the-door-handle-on-the-outside-would-not-open-when-i-tried-to-enter-the-building

We apologize for the inconvenience. Could you please provide a video of the faulty lock for us to share with our technical department? Additionally, please include your order number. Thank you!