Smart Lock Support

FAQ - Smart Lock

• Is the Smart Lock a good fit for my door?

  You can find out whether your door lock is compatible with Nuki by using our installation check.
  
  

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• Can I continue to lock my door with my key?

  Yes, you can continue to lock your door from the outside with the key if your cylinder is equipped with an emergency function or priority function. This means that you can lock your door lock from the outside, even if there is a key inside the lock. It is important that the key inside the lock turns synchronously with the key on the outside. The cylinder must have this feature to ensure that the Smart Lock does not lose its position after locking the door with a physical key. You can find out whether your door lock is equipped with this feature by using our installation check.
  
  

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• How can I assign rights to my Smart Lock and revoke them again?

  As a Smart Lock owner, you have the option of assigning fixed, temporally restricted, or recurring rights (e.g. each Monday from 9 a.m. to 12 p.m.), and revoke them at any time as well. Here you can learn more about assigning individual rights.
  
  

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• What to do if I don't have my smartphone or if the battery is empty?

  There are several possibilities to enter your home without a smartphone:

  • You can still use your existing, mechanical key.
  • You can ask another authorized person (friends, family) to open the door for you. If you have a Nuki Bridge, this even works from afar.
  • Good alternatives to also open your door simply and quickly without a smartphone are the Nuki Keypad and the Nuki Fob.

  At a power level of 20% Nuki will notify you via the Nuki app and directly on the Smart Lock. So there is enough time to replace your batteries of your Smart Lock. More information regarding the batteries you can find here.
  
  

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• How do I know if the batteries of my Smart Lock are empty?

  Nuki will inform you in several ways if the batteries of your Smart Lock are running low.
  
  

  1. Nuki App
     

     As soon as the battery status of your Nuki Smart Lock drops below 20%, you will receive a notification in the Nuki app. You can find the notification by tapping on the bell symbol at the top right.
     
     

  2. A blinking Smart Lock

     In addition to the message in the Nuki app, the ring of lights on the Smart Lock also signals that the batteries of your Smart Locks will soon be empty.

     Unlocked: The upper segment of the ring of lights blinks three times every 5 seconds. Locked: The upper segment of the ring of lights blinks twice every 10 seconds.

  3. Push notification

     You can additionally receive push notifications informing you when the battery level drops below 20%. In the Nuki app, you will find the new option "Manage notifications" under the Smart Lock Settings > Manage Smart Lock. Here, you can log in with your Nuki Web account. This is essential, as notifications will then be transmitted through your Nuki Web account. You can activate Nuki Web in just a few steps.
     
     

  4. Email notification
     

     If you use a Nuki Web Account, there is also the possibility to get notified by email when the battery level of your Smart Lock has dropped to a critical level. To use this feature, simply log into your Nuki Web Account and activate the feature "Battery alerts via Email" in the administration of your Smart Lock. You will be notified by email when it is time to change your batteries.
     
     

  Here's some helpful information on Smart Actions.
  
  Find out more about batteries and operating life here.
  
  

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• How stable is the mounting variant B using an adhesive pad?

  If the cylinder has an overhang of less than three millimetres, Mounting plate B must be used.

  On a clean and level surface, mounting plate B will adhere permanently, as long as it completely lies on the surface. If Mounting plate B is used correctly, permanent and stable assembly can be guaranteed.

  The stability of the adhesive surface particularly depends on the size of the surface above which the mounting plate adheres to the base. The larger the area of the adhesive surface, the more stable the assembly.
  
  

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• How do I remove the adhesive pad?

  To remove the adhesive tape of the Mounting plate B from your door, we recommend cutting through the adhesive with a flat object (e.g. a butter knife). Additionally remove the mounting plate by rotating it.

  The rest of the adhesive tape can now be rolled off the surfaces with your thumb. Small residues of the adhesive pad can be picked up with larger ones. That way you should be able to remove the adhesive tape completely.
  
  

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• What are the necessary conditions for the Bridge?

  In order to connect your Smart Lock to the Internet and control it remotely, you need the Nuki Bridge. For this, your Bridge needs to receive a Wi-Fi signal with 2.4 GHz (standard version). The Nuki Bridge can generally be used with all common sockets (power supply of 110 to 240 V). Please note that a socket in the immediate vicinity (<5 m distance) of the Smart Lock should be used to guarantee an optimal connection between the Bridge and the Smart Lock.
  
  Click on the following link to find more information on the ideal alignment of the Bridge to guarantee a stable connection between the Bridge and the Smart Lock.
  
  
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• For which sockets is the Bridge available?

  The Nuki Bridge is currently available for the following types of sockets:

  • Type C,E,F (Central Europe)
  • Type G (UK)
  • Type I (Australia)
    
    
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• Where is the Bridge installed?

  The Nuki Bridge should be plugged into a socket no further than 5 metres away from the Smart Lock. Additionally, if possible, it is best if there are no obstacles such as walls and doors located between the Smart Lock and the Bridge. Find tips on the optimal alignment of the Nuki Bridge here.
  
  
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• Can I connect more than one Smart Lock with one Bridge?

  You can, in principle, connect more than one Smart Lock with one Nuki Bridge. It is important that each Smart Lock is within Bluetooth range of the Bridge (max. 5 metres). Find tips on the optimal alignment of the Nuki Bridge here.
  
  
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• Do I need the Nuki Bridge if I want to use the Smart Lock 2.0 with HomeKit?

  You do not necessarily need the Nuki Bridge to use the HomeKit; however, the functionalities of the Home app are limited compared to the Nuki app and there are considerably fewer features available.
  It essentially depends on your personal usage situation. If you wish to use all Smart Lock features, we recommend using the Nuki Bridge together with HomeKit.
  
  You can find a few examples of its use here:
  
  Using features of the Nuki app
  If you wish to use all Smart Lock features (such as managing access permissions), we recommend using the Nuki Bridge. Then, you can simply use the Nuki app to have all Smart Lock features at your disposal.
  
  Using Bridge and HomeKit at the same time
  Of course, you can also use both at the same time. This way, you can access your Smart Lock with the Nuki app via the Bridge and use the Home app via your control centre located within Bluetooth range of your Smart Lock.
  
  Remote Smart Lock control
  If you also wish to control your Smart Lock on the go using the HomeKit, you need a "Bridge replacement" as a control centre (such as an Apple HomePod, iPad, or Apple TV). This needs to be connected to the Smart Lock via Bluetooth.
  
  You can use HomeKit to remotely lock and unlock the door through the Home app. If you have a knob or a bar on the outside of your door, "unlock" always automatically means "open door" (the door mechanism is unlatched and opens).
  
  
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• From what distance can I lock my door using the Fob?

  The average Bluetooth range varies between 5 and 15 metres, as a result of structural conditions in place. Under optimal conditions, you can control your Smart Lock using the Fob from a distance of approx. 15 metres. Reinforced doors and shielding materials such as glass can restrict the reach of the Fob from the outside.
  
  
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• What can I do if my Fob doesn't lock at the push of a button?

  First, check whether you can control the Smart Lock from the inside. If you only experience problems from the outside, reinforced door or shielding materials might restrict the reach. The LED signals on the Fob indicate why a locking process was not carried out. If the Fob does not indicate any connectivity errors or if the Fob works properly from the inside, try again after changing the batteries.
  
  
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• Can I deactivate a Fob in case of loss?

  You can temporarily restrict access permissions for the Fob or also deactivate them. User management takes place through the Nuki app. Choose the Smart Lock in question: Settings > Manage Users. You can view and manage all users with rights here. Together with your Nuki Bridge, you can even do so remotely.
  
  
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• Can I control more than one Smart Lock with one Nuki Fob?

  A Fob can receive rights for up to 100 Smart Locks. If you connect your Fob to over 100 door locks, the oldest right is always automatically overwritten. If you give a locking command with your Fob and the Fob is connected to more than one Smart Lock, the command is always given to the Smart Lock with the strongest signal. There is no option to select a lock in this case; the Bluetooth signal strength is decisive.
  
  
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• Why does my Fob sometimes lock instead of unlock the door?

  "Intelligent Locking" is active by default; in other words, the Fob unlocks a locked door and locks an unlocked door. With doors with a knob on the outside, you might (consciously) not lock the door but still want to open the door from the outside. In this case, the Fob will lock the door, because it automatically switches from "unlocked" to "locked". To prevent this action, simply deactivate intelligent locking by the Fob in the Manage Smart Lock menu and specify the desired actions yourself.
  
  
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• Is the Keypad weather-resistant and suitable for outdoor use?

  Yes, the Keypad is weather-resistant and also suitable for outdoor use.
  It has a protective silicone surface to withstand temperatures from -20°C to +70°C. The housing is certified dust and water jet-proof in accordance with the IP65 standard.
  
  
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• Do I need a Bridge to use the Keypad?

  No, you do not need a Bridge to use the Keypad. However, without the Nuki Bridge, entry codes cannot be remotely created and managed. You also cannot connect the Keypad with your Airbnb account without using a Nuki Bridge.
  
  
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• Can I use more than one Smart Lock with one Keypad?

  No, the Keypad can always only be paired with one Nuki Smart Lock.
  You can assign up to 100 custom entry codes for your Keypad with the Nuki app. Thanks to your Nuki Bridge, you can even do this remotely. Similar to the regular Smart Lock rights, the 6-digit entry codes can be temporally restricted and deleted again.
  
  
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• How can I assign or revoke Keypad rights?

  You can simply and quickly generate up to 100 entry codes with the Nuki app.
  
  Creating an entry code
  To create an entry code, tap on "Manage my devices" in the Nuki app, then select the desired Smart Lock and go to the lock settings. Subsequently select "Manage users" and switch to the "Entry codes" tab. Here, you can create a new entry code. You can then share the generated entry code with the desired person.
  
  Deleting an entry code
  To delete an entry code, you follow the same steps for creating an invitation code to get to the user management screen. Then switch to the tab "Entry codes". Under the "Keypad entry codes" point, you will find an overview of all codes which have been assigned for this Smart Lock. Select the code you wish to delete and tap on "Delete entry code" at the very bottom.
  
  You can find out more about managing entry codes here.
  
  
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• I forgot the security code for my Keypad. What can I do?

  During the initial setup of the Nuki Keypad, a 6-digit security code must be assigned to protect your Keypad against unauthorised access. Therefore, you cannot manage and reset your Keypad without the security code.
  
  If you have forgotten your security code, we need confirmation that you are the owner of the Keypad to offer further assistance, for safety reasons. Please inform us of the Keypad ID and provide the bill as a proof of purchase of the Keypad. The Keypad ID can be found in your Nuki app. To access it, open the Nuki app and select the Keypad in the "Manage my devices" menu. After connecting to your Keypad, you will find an info symbol (i) at the top right of the screen. This takes you to a page containing your Keypad ID.
  
  
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• What should I do if my Keypad gets stolen?

  The Nuki Keypad is mounted on the outside of your door, which is why outsiders can also see it. If your Keypad gets stolen, we offer a theft replacement guarantee. Simply send a copy of your report of loss (provided by the police) to our Support Team together with a proof of ownership (original bill) of your Keypad. After successfully submitting your documents, we will provide you with a free replacement.
  
  
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• How do I know if my intercom is compatible?

  You can find out whether you can install the Opener at your home by using our compatibility check. We can gradually validate and continuously expand the list of compatible devices thanks to your feedback. Make sure to subscribe to our Nuki Newsletter so that we can always keep you in the loop.
  
  
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• Can I install the Opener by myself at home?

  Like all Nuki Products, the Opener is designed for self-installation. For detailed instructions on how to install and set up your Opener, go to the Nuki app. The required installation material is included with your delivery. The output voltage of the intercom system is in the low range, so installing the system is not dangerous. If you are still wary about installing the Opener by yourself, simply find and contact a Nuki Pro partner (specialist) using our Store Locator.
  
  
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• How is the Opener supplied with power?

  The Opener is operated by four AAA batteries; no power is drawn from the building system and a stable power supply is always ensured. This prevents power theft and you can also install the Nuki Opener at your home without your landlord's approval.
  
  
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• Why do I also need a Bridge to use the Opener?

  The Opener communicates through Bluetooth (BLE). However, since a Bluetooth connection between your apartment and the front door of your building is usually not stable enough, or because there might not even be a connection at all, we recommend exclusively using the Opener together with the Bridge, which is connected to Wi-Fi. You can additionally also use the Bridge to remotely open the front door of your building.
  
  
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• Is the Opener compatible with the Keypad?

  All Nuki products have been designed for compatibility with each other. This means that the Nuki Opener is compatible with the Keypad and the Fob and they can be linked using the Nuki app. Due to the physical limitations of Bluetooth and the often greater distance between the entrance door and intercom, we unfortunately cannot, however, guarantee orderly function.
  
  
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• Can I also control my electric garage door with the Opener?

  In principle, the Opener can be used to control virtually every door. During the setup process using the Nuki app, you have the option to select other doors (e.g. garage, garden gate, switch) in addition to conventional intercom systems. You will find clear instructions on how to connect the Opener to any switch in the app.
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• How can I charge the Nuki Power Pack?

  There are two ways to charge the Nuki Power Pack:
  
  

  1. The Power Pack can be removed from the Smart Lock to charge it with a standard USB-C charging cable (included). The Nuki Power Pack is located on the bottom of the Smart Lock. To open it, press the small lever in the arrow direction and take the Power Pack out of the Smart Lock. Then charge the power pack and reinsert it into the Smart Lock.
     
     

  2. The Power Pack can also be charged directly on the door while inserted into the Smart Lock. To do this, plug a USB-C charging cable in the appropriate length into one of the two USB-C ports of the Nuki Power Pack and charge the battery directly at the door. Be careful not to block the door with the cable to avoid damaging the Power Pack.Thus, a permanent power supply of the Smart Lock is possible. It is not necessary to unplug the cable to use the Smart Lock.
     
     

  The average charging time from empty to full is about 10 hours.
  
  
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• How do I know if the batteries or the Power Pack of my Smart Lock are empty?

  Nuki will inform you in several ways if the batteries or the Power Pack of your Smart Lock are running low.
  
  

  1. Nuki App
     

     As soon as the battery status of your Nuki Smart Lock drops below 20%, you will receive a notification in the Nuki app. You can find the notification by tapping on the bell symbol at the top right.
     
     

  2. A blinking Smart Lock

     In addition to the message in the Nuki app, the ring of lights on the Smart Lock also signals that the batteries of your Smart Locks will soon be empty.
     
     

  3. Push notification

     You can additionally receive push notifications informing you when the battery level drops below 20%.
     
     

  4. Email notification
     

     If you use a Nuki Web account, there is also the possibility to get notified by email when the battery level of your Smart Lock has dropped to a critical level.
     
     

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• How long will I get along with a full charge of the Power Pack?

  The Nuki Power Pack is equipped with a total charging capacity of 2500 mAh (4.8V DC | 2.5Ah | 12 Wh).
  
  The average battery life of conventional alkaline batteries is around 6 months. The Nuki Power Pack lasts twice as long per charge and is also more environmentally friendly than alkaline batteries. With an average use with 8-10 locking processes per day, the Nuki Power Pack will last around 12 months until it is completely empty.
  
  
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• How do I know the battery level of the Nuki Power Pack?

  At a power level of 20% Nuki will notify you via the Nuki app and directly on the Smart Lock. So there is enough time to replace your batteries of your Smart Lock or charge the battery of your Nuki Power Pack. In case you are not able to change the batteries or to charge the battery of your Nuki Power Pack in time, you can still use your existing, mechanical key.
  
  
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• Is my Nuki Smart Lock compatible with the Nuki Power Pack?

  The Nuki Power Pack is a powerful rechargeable battery pack for your Nuki Smart Lock. It is compatible with every Nuki Smart Lock and can easily be swapped into or out of your Nuki Smart Lock or Nuki Smart Lock 2.0.
  
  
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• What happens if the Smart Lock’s batteries go flat?

  As soon as the battery charge level falls below 20%, the Nuki app notifies you, giving you sufficient time to change the batteries or charge the batteries of your Nuki Power Pack. You can also use your key to lock/unlock your door if the lock has an emergency function. The average battery life is around 6 months with alkaline batteries and around 12 months with the Nuki Power Pack. Your Smart Lock’s power consumption will depend on the frequency of locking/unlocking actions and how smoothly they can be carried out.
  
  
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• Can I use the Nuki app with iOS and Android smartphones?

  The Nuki app is available for iOS (e.g. Apple iPhone) and Android (e.g. Samsung, Huawei) smartphones. You can download the app for free from the Apple App Store as well as the Google Play Store.
  
  
  
  In the Help Section, you can find articles dedicated to the Nuki iOS app and the Nuki Android app.
  
  
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• In what languages is the Nuki app available?

  We currently offer the Nuki app in the following languages:
  

  • German
  • English
  • French
  • Dutch
  • Italian
  • Spanish
  • Czech
  • Slovak
  • Polish
    
    
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• How can I be sure I am using the latest version of the app?

  Activate automatic updates for the Nuki app in the relevant app store. This way, you'll be sure you're always using the latest version and benefit from all the features of your Smart Lock. This is how you can find out which version of the app you're currently using: Nuki app menu (top left) > Help > App version.
  
  
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• How can I assign, restrict, or delete an access permission?

  You decide whether, when, and for which time frames you assign rights. You can assign permanent rights or rights which are only active at certain times of day (e.g. for cleaning staff). Use the Nuki app to assign an expiry date to the rights or deactivate them at any time. You will find detailed information in the User management.
  
  
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• The Auto Unlock feature does not work properly. What can I do?

  Auto Unlock is affected by numerous factors which we only have a limited control over, because they are directly related to the operating system of your smartphone. In the Smart Action Center you can find some helpful tips which might improve the functioning of Auto Unlock and ensure that this feature runs smoothly.
  
  
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• Can I use the Nuki app with iOS and Android smartphones?

  The Nuki app is available for iOS (e.g. Apple iPhone) and Android (e.g. Samsung, Huawei) smartphones. You can download the app for free from the Apple App Store as well as the Google Play Store.
  
  
  
  In the Help Section, you can find articles dedicated to the Nuki iOS app and the Nuki Android app.
  
  
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• In what languages is the Nuki app available?

  We currently offer the Nuki app in the following languages:
  

  • German
  • English
  • French
  • Dutch
  • Italian
  • Spanish
  • Czech
  • Slovak
  • Polish
    
    
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• How can I be sure I am using the latest version of the app?

  Activate automatic updates for the Nuki app in the relevant app store. This way, you'll be sure you're always using the latest version and benefit from all the features of your Smart Lock. This is how you can find out which version of the app you're currently using: Nuki app menu (top left) > Help > App version.
  
  
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• How can I assign, restrict, or delete an access permission?

  You decide whether, when, and for which time frames you assign rights. You can assign permanent rights or rights which are only active at certain times of day (e.g. for cleaning staff). Use the Nuki app to assign an expiry date to the rights or deactivate them at any time. You will find detailed information in the User management.
  
  
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• The Auto Unlock feature does not work properly. What can I do?

  Auto Unlock is affected by numerous factors which we only have a limited control over, because they are directly related to the operating system of your smartphone. In the Smart Action Center, you can find some helpful tips which might improve the functioning of Auto Unlock and ensure that this feature runs smoothly.
  
  
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• How can I manage my Smart Lock using the computer?

  With Nuki Web, you can easily, quickly, and clearly manage and operate your Smart Lock with your computer. In addition, you can use Nuki Web to very easily integrate your Smart Lock into your Smart Home environment. To activate Nuki Web, you need a Nuki Bridge.
  
  
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• How do I activate Nuki Web?

  To activate Nuki Web, you need a Bridge. You additionally need a stable connection between the Smart Lock and the Bridge (Tips to improve the connection quality). Select the desired Smart Lock in the Nuki app and go to the lock settings. Afterwards, select "Activate Nuki Web" in Manage Smart Lock. Follow the instructions in the Nuki app. For security reasons, each Smart Lock must be activated separately to control them via Nuki Web.
  
  
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• I've forgotten my Nuki Web log-in details. What can I do?

  If you have forgotten which e-mail address you've used for Nuki Web, we will gladly check the Nuki Web account we have on file for you. We need your Smart Lock ID as confirmation. For security reasons, you will need to send a screenshot of the Smart Lock ID from the Nuki app to us (Smart Lock settings > Connection status > Click on the Smart Lock) together with a photo of the back side of your Smart Lock with the Smart Lock ID clearly visible. After we've finished our check, the Nuki Support Team will be happy to inform you of the next steps.
  
  
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• Where can I find an overview of possible Smart Home integrations?

  The Nuki Smart Lock is compatible with a wide range of Smart Home systems. With the right Smart Home Hub, the electronic door lock can also communicate with your Z-Wave or Zigbee devices. Find an overview of all current Smart Home integrations on our website; detailed information on the Apple HomeKit, Amazon Alexa (Nuki Smart Home skills), and the Google Assistant can be found in the Help section.
  
  
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• Alexa only unlocks my door, instead of opening it completely. What can I do?

  You can also use your Smart Lock with the Nuki Smart Home skill for Alexa. Please note that Alexa makes a difference between two states: unlocking and locking. What matters is which door handle you've stored in the Nuki app. Depending on the door handle you've selected, Nuki also opens the door latch when unlocking it. If you've selected "Knob or bar" as the door handle, "unlocking" always automatically means "Open door" (Alexa can open doors with latch as well). If you've selected "lever", on the other hand, the door will just be unlocked without automatically opening it.
  
  This also applies to Google Home and the Apple HomeKit.
  
  
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• When will I receive my order?

  To track an order, log-in to My Account.
  
  You will find an overview of your most-recent order in your customer account, under Orders. Click on "Show" to see details on the relevant order, such as

  • the included items
  • the delivery address you have provided
  • the selected payment method
  • the order amount
  • the payment status
  • the shipping status

  
  As soon as your product has been handed over to our logistics partner, you will find a tracking link under "Shipping". This allows you to exactly trace the delivery status of your package.
  
  
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• How do I return an item?

  All products purchased from Nuki may be returned to us free of charge within 30 days of receipt, as long as nothing is missing from the products and provided they are returned to us in an unused and undamaged condition. After this 30-day period, it will no longer be possible to return a product.
  Discover how exactly the return process works here
  
  
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• How do I receive a bill for my order?

  You will receive the bill as a PDF via e-mail as soon as your order is shipped. We will use the e-mail address which you have stored in the Nuki Online Shop during the order process.
  
  
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• I am a business client and would like to make a purchase using my VAT ID no. Is that possible?

  After placing all products into your shopping cart in the Nuki Online Shop, you can enter the billing and delivery details. Naturally, you also have the option of storing the VAT ID no. of your company, to ensure correct calculation of the country-specific tax calculation. Special conditions apply to our Nuki sales partners (resellers) in the Nuki Pro Shop.
  
  
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• Where can I order spare parts for my Nuki products?

  In addition to the well-known multipacks (e.g. Keypad Combo, Family Combo) hast, you can also order various spare parts from the Nuki Online Shop. You will find an overview of all available spare parts, which we deliver free of shipping costs. To name an example: if you have a rotating knob on the inside of your door, you need a knob cylinder adapter to mount the Smart Lock. You can order it for free.
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