Smart Lock Support

FAQ - Smart Lock

• How secure is the Smart Lock?

  Nuki uses state-of-the-art encryption mechanisms commonly used in online banking.
  All communication with the Smart Lock is protected with end-to-end encryption.
  We also have our Smart Lock regularly inspected and certified by independent security institutes. The Nuki Smart Lock has once again been certified by AV-TEST as a secure smart home product in 2021.
  
  

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• How do I check if the Nuki Smart Lock fits my door?

  Take three minutes to find out whether you can install the Nuki Smart Lock on your door.
  With our Nuki installation check, you can find out if your door lock is compatible with Nuki. You fasten or stick the Smart Lock to your existing cylinder on the inside of the door. This means both variants can be removed without leaving a trace, making them ideal for renters.
  Since your Smart Lock is mounted on the door from the inside, no one on the outside can tell that you’re using an electronic door lock. Using a smart lock does not affect your insurance coverage.

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• Do I need the Nuki Bridge to manage my Smart Lock online?

  Activate the Built-in Wi-Fi of your Smart Lock 3.0 Pro and enjoy full online access.
  The Nuki Smart Lock 3.0 Pro is equipped with a built-in Wi-Fi module. This means you no longer need a Nuki Bridge to control it remotely.
  The Built-in Wi-Fi delivers full online access to your Smart Lock; you can control and manage it remotely at any time using your Nuki smartphone app. Use the app to lock and unlock your door on the go, check the activity log, and assign access permissions.
  Remote access is not restricted to the Nuki app; if needed, you can also activate Nuki Web to manage the Smart Lock through a browser.
  
  Remote access for all other versions of the Nuki Smart Lock is only possible via the Nuki Bridge.

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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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• What are the differences between Smart Lock 2.0 and 3.0?

  At first glance, the Nuki Smart Lock 3.0 and Nuki Smart Lock 3.0 Pro are still based on our tried-and-tested design concept of the retrofittable electronic door lock, which more than 200,000 satisfied customers have come to trust. However, a lot has changed under the hood:
  
  - The Nuki Smart Lock 3.0 Pro is already equipped with a built-in Wi-Fi module. You no longer need a Bridge to control it remotely and integrate it into your smart home.
  - The Nuki Smart Lock 3.0 Pro now comes with the Nuki Power Pack included as standard – for more power.
  - By popular demand, our Smart Lock 3.0 Pro with aluminium ring is now available in white and black.
  - Smart Lock 3.0 and Smart Lock 3.0 Pro now have a coloured LED that notifies you if your battery is low or there’s a fault.
  - Both of the new generation Smart Locks support the new Nuki Door Sensor. The new technology behind the improved door sensor ensures a high level of reliability with minimal battery consumption. The Nuki Door Sensor has flexible installation options and is supported by the Nuki app. The door sensor is available in white, meaning it can be discreetly attached to your door frame.
  - We have further improved the motor functions of our Smart Locks to offer you a convenient and carefree experience.
  
  An overview of the different product versions can be found here.

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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 are the necessary conditions for remote access?

  Activate the Built-in Wi-Fi of your Smart Lock 3.0 Pro and enjoy full online access.
  The Nuki Smart Lock 3.0 Pro is equipped with a built-in Wi-Fi module. This means you no longer need any further accessories to control it remotely.
  
  To activate the Built-in Wi-Fi, the following requirements must be met:

  • Your Smart Lock 3.0 Pro can be connected to any Wi-Fi with a 2.4 GHz signal.
    Note that a 5 GHz Wi-FI is not supported.
  • Make sure that your Smart Lock has a very good Wi-Fi connection to your router.
  • If the Wi-Fi signal strength is limited, reduce the distance between the router and your Smart Lock 3.0 Pro to optimise the Wi-Fi signal strength.

  
  Remote access for all other versions of the Nuki Smart Lock is only possible via the Nuki Bridge. Requirements for the installation of the Nuki Bridge can be found here.

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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

  The battery level is not only shown in the Nuki app but also directly on the Smart Lock by a LED signalization on the rotating ring.
  
  

  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 batteries and operating life.

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• How does the integrated door sensor of the Smart Lock 2.0 differ from the Nuki Door Sensor?

  The Nuki Door Sensor is convincing with maximum reliability and security. Besides door status detection, the Nuki Door Sensor also features tamper detection.
  
  The housing of the sensor and the magnet is white. The Nuki Door Sensor thus perfectly matches the Smart Lock 3.0 in terms of color.
  
  The Nuki Door Sensor is compatible with Nuki Smart Lock 3.0 and Nuki Smart Lock 3.0 Pro.
  
  A detailed overview about the differences between the Nuki Door Sensor and the integrated door sensor of the Smart Lock 2.0 can be found here.

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• What are the advantages of the Nuki Door Sensor?

  Due to the very high reliability as well as the integrated tamper detection the Nuki Door Sensor offers additional security for your smart home!

  With the Nuki Door Sensor, the Nuki app informs you not only about the status of the locking cylinder but also whether your door is open or closed.
  The Nuki Door Sensor offers variable mounting options on the door and the door frame. This way external influences can be reduced, increasing reliability.
  The integrated tamper detection keeps you informed if the sensor is mounted properly. You will receive a notification if the door sensor has been removed.
  
  More information about the features of the Nuki Door Sensor can be found here.

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• Is the Nuki Door Sensor compatible with every generation of the Nuki Smart Lock?

  No, the Nuki Door Sensor is only compatible with the Smart Lock 3.0 or Smart Lock 3.0 Pro.
  
  To make use of all the advantages of the door sensor, you need the Nuki Smart Lock 3.0 or Nuki Smart Lock 3.0 Pro. The Nuki Door Sensor is available separately.
  Since the Nuki Door Sensor communicates with the Nuki Smart Lock via Bluetooth, it is not currently possible to use the door sensor with older versions of the Smart Lock.

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• How long does the battery of the Nuki Door Sensor last?

  The Nuki Door Sensor has a battery life of about 2 years.
  
  The battery level is displayed in the Nuki app under "Settings" > "Manage Smart Lock" > "Manage Door Sensor". If the battery level drops below 20%, the Nuki app reminds you to change the battery of the door sensor.
  
  More information about the power consumption of the Nuki Door Sensor can be found here.

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• How do I install it and set it up?

  The Nuki Door Sensor consists of a magnet and a magnetic sensor. This sensor makes it possible to reliably detect the status of the door (open/closed).
  The magnetic sensor is affixed to the door frame on the interior side of your front door.
  The magnet is attached to the door.  Installation examples can be found here.
  The set-up (activation/calibration) is carried out through the Nuki app. Simply follow the instructions.
  
  You can also view the status of your door sensor via Nuki Web. However, the door sensor can only be set up using the Nuki app, because you have to be within Bluetooth range of your Smart Lock 3.0.
  
  More details concerning the installation.

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• How secure is the Nuki Universal Cylinder?

  The Nuki Universal Cylinder offers maximum protection.
  The Nuki Universal Cylinder corresponds to the highest possible security class SKG***. Furthermore, it has anti-shattering and anti-bumping features. It also offers protection against drilling and extraction. In other words, the Nuki Universal Cylinder offers maximum protection against break-ins and manipulation.
  
  Thanks to the built-in emergency function, the door can still be locked from the outside with the key after the Nuki Smart Lock has been installed on the door from the inside.

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• Which cylinder dimensions are supported?

  The Nuki Universal Cylinder is designed as a modular solution.
  Developed as a modular solution, the Nuki Universal Cylinder is easy and straightforward to lengthen or shorten to the right size. This means there are 33 possible cylinder dimensions that make the Nuki Universal Cylinder compatible with almost every door in Europe.
  
  The Nuki Universal Cylinder offers you three external dimensions and eleven internal dimensions. You can find all possible dimensions here.

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• How do I order additional keys or keyed alike cylinders?

  Additional keys can be ordered with the enclosed Nuki Security Card.
  5 keys are included with delivery. Additional keys can be ordered with the enclosed Nuki Security Card. The unique code on your security card prevents unauthorized copying of the keys.
  
  Visit www.m-c.eu/nuki to order extra keys or keyed alike cylinders.
  
  Note: You will need your security card to order additional keys or keyed alike cylinders.

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• Is the Nuki Universal Cylinder a reversible key system?

  The Nuki Universal Cylinder with reversible keys is extremely user-friendly.
  It makes no difference how your key is inserted. Keys for the Nuki Universal Cylinder are reversible keys and therefore very comfortable to use. The key channel of the Nuki Universal Cylinder is horizontally aligned.
  On the inside of your door no key is needed at all. You will receive your cylinder with a matching knob adapter. The knob adapter is perfectly adapted to your Nuki Smart Lock.

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• Is the Nuki Universal Cylinder only compatible with the Nuki Smart Lock 3.0?

  The Nuki Universal Cylinder is compatible with every Nuki Smart Lock 2.0 and 3.0.
  The Nuki Universal Cylinder is compatible with every 2nd and 3rd generation Nuki Smart Lock. With the Nuki Universal Cylinder you do not need a key on the inside of your door. You will receive your cylinder with a matching knob adapter. The knob adapter is ideally adapted to the conditions of your Nuki Smart Lock.
  
  First generation devices do not support knob cylinders yet. Thus, the Nuki Universal Cylinder is compatible with every Nuki Smart Lock 2.0 and 3.0.

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• How secure is Nuki?

  Your Smart Lock is mounted on the inside of your door and so nobody can recognise from the outside that you're using an electronic door lock. Thus, using a Smart Lock does not affect your insurance coverage. Nuki uses state-of-the-art encryption mechanisms such as those in place for online banking. We additionally have independent security institutions regularly inspecting and certifying our Smart Lock. That is why the Nuki Smart Lock was distinguished as the safest international Smart Lock both in 2018 and 2019. You can read more about it here.
  
  

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• 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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• My Bridge needs a firmware update. How do I proceed?

  The firmware of the Nuki Bridge will be updated automatically.
  If the Bridge is connected to your network and permanently online, firmware updates will be installed automatically. Updating the firmware can take between one and 24 hours. However, the update is completed after 24 hours at the latest.
  
  This is how you check which firmware version is installed:
  ● Open the main menu on the top left in the Nuki app (three yellow bars).
  ● Select the menu item “Manage my devices” > “Bridge” and tap on “Manage Bridge”.
  ● Activate maintenance mode on the Bridge. To do so, simply plug the Bridge into an outlet while pressing the button on the Bridge. Keep the button pressed for ten seconds. You will know the Bridge is in maintenance mode when the LED lights start flashing every second.
  
  Once the Nuki app has found the Bridge in maintenance mode, you can click on the Bridge-symbol in the Bridge management screen. You will now receive the relevant information.

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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)
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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.
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• Can I connect more than one Nuki device with one Bridge?

  You can, in principle, connect more than one Smart Lock with one Nuki Bridge. It is important that each device is within Bluetooth range of the Bridge (max. 5 metres).

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• Do I need the Nuki Bridge if I want to use the Smart Lock 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 200 custom entry codes for your Smart Lock 3.0 with the Nuki app. If your Smart Lock is connected to your Wi-Fi, 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 200 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.
  
  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.
  
  A blinking Smart Lock
  In addition to the message in the Nuki app, the LED on the Smart Lock also signals that the batteries of your Smart Locks will soon be empty.
  
  Push notification
  You can additionally receive push notifications informing you when the battery level drops below 20%.
  
  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 or your Nuki Power Pack.
  
  Here you can find more detailed information about battery warnings:
  How do I know if the batteries or the Power Pack of my Smart Lock are empty?

   

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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.
  
  

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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 4 months with alkaline batteries and around 6 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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• After updating my iPhone to iOS 15, the Auto Unlock feature does not work properly. What can I do?

  After updating the iPhone to iOS 15, we have received feedback from some users that the Auto Unlock feature has not been working as reliably as it used to. Not only Nuki was affected. Since the update to iOS 15, other manufacturers have also experienced increased problems with so-called ‘geofence actions’.
  
  

  iOS 15.3 brings improvements

  Apple has provided a new version of the operating system - iOS 15.3. This update brings improvements for location-based features: The feedback we received from our community is consistently positive. According to this, Auto Unlock worked reliably again after updating the operating system to iOS 15.3.
  
  

  Detailed information

  Nuki uses the location of your smartphone to detect when you leave your home: The operating system detects the position of your phone. When you approach your home again, it activates the Nuki app. The Nuki app now scans for your Smart Lock via Bluetooth and unlocks your door for you when you reach the door. Here you can read how Auto Unlock works in detail.

  Exactly this interaction between the Nuki app and the operating system does not always work smoothly since the update to iOS 15. This is because the Nuki app is not activated by the operating system or not activated in time. Since we have no direct influence on changes of the operating system, we cannot fix the cause for this. However, with the Nuki App version 3.1.0 the Auto Unlock feature was improved again on iOS 15.
  The Apple update iOS 15.3 now also ensures that Nuki reliably opens your door again when you come home.
  
  

  Troubleshooting

  • Update your iPhone
    Make sure you have the latest iOS version 15.3 installed on your iPhone. This new version fixes problems with geofencing.
  • Update your Nuki app
    Make sure you have installed the latest version of the Nuki app.

    With the Nuki app version 3.1.0 we have introduced the Attention mode in the Auto Unlock expert settings. The Attention mode is activated by default for iOS 15 users. It ensures that the Nuki app is active more often and receives regular location updates. As a result, Auto Unlock will run reliably again.
    Note: Please never quit the Nuki app by "killing" (by "swiping out") the app when using Auto Unlock.

    With the Attention mode activated Nuki accesses location data more frequently. This is also noticeable in Apple's App Privacy Report. More information about Nuki and Apple's App Privacy Report can be found here.

  • Reset Auto Unlock
    1. Disable all Smart Actions
    2. Restart your iPhone
    3. Re-enable Auto Unlock

  Furthermore, 

  • Check how to improve the quality of the Auto Unlock
    Follow the suggestions explained in this article and test the Auto Unlock for a couple of days.
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• App Privacy Report: What type of data does Nuki access and why?

  Apple introduced a new privacy feature - the App Privacy Report. This feature is designed to provide users with information on how often apps are accessing sensitive info.

  It allows you to check out which permissions individual apps use. Moreover, you can track when and also how often your data and sensors, such as your location, are accessed. Apple also displays network activity, letting you know which domains apps are contacting in the background.

  The privacy report gives you a detailed insight into what data iPhone apps access and where they connect to or send data.

  The App Privacy Report tells you how often individual apps have accessed your location, photos, camera, microphone, contacts, and your media over the past seven days. In addition, you get a list of all web domains that were contacted by an app for the same period.
  
  

  What type of data does Nuki access and why?

  
  Your privacy and security is our priority!
  Nuki only accesses data when it is necessary for the use of a feature. Depending on the features you use, Nuki will show up in your App Privacy Report.
  
  

  Data and sensor access

  
  Location

  • Smart Actions
    If you use the Smart Actions you will notice that the Nuki app accesses your location.
    Nuki uses the location of your iPhone to detect when you leave your home. When you approach your home again, the Nuki app prepares to open the door for you. Once you have reached your door, Nuki automatically unlocks it for you via Bluetooth. How Auto Unlock works in detail is explained here.
    The Nuki app needs the permission to use the location data of your iPhone for this function. If the Nuki app does not receive location data from iOS, Smart Actions cannot be used. The accesses to your location happen when you enter or leave the defined radius around your home (geofence) as well as when you open the Nuki app.
    
    
  • Set location
    Location accesses also happen when you set the location of your Nuki device or access it via the "Manage device" menu.

  The location will only be stored on your end devices. When using Nuki Web, the location is synchronized from your device to the Nuki servers. 

  
  Camera
  The Nuki app does not access the camera of your iPhone in daily use. However, when installing the Nuki Opener we ask you for the right to access your camera. We always recommend taking a picture of the original wiring of your system. If you follow this recommendation, Nuki will access your camera once during the Opener installation.
  
  

  Network activities
  
  

  • Firebase Crashlytics
    Firebase Crashlytics helps our developers to improve the stability and reliability of our app by anonymized crash reports. Crashlytics identifies software errors. For this purpose it collects data such as endpoint type and device state. The collected general crash data allows a quick analysis of errors and provides information about possible causes.
    Personal data is not collected.
    
    
  • Nuki Server
    The Nuki app communicates with the Nuki servers. When you open the Nuki App, a connection to the Nuki servers is established to check if your Nuki device can be reached via them. If you bring your Nuki device online, commands are also forwarded via our servers. However, the servers can neither read nor execute commands. Therefore the Nuki servers only forward the commands. That means we do not store any data regarding the communication between your Nuki device and the Nuki App.
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• How can I be sure I am using the latest version of the app?

  For more transparency and a better overview: new version numbering of the Nuki App releases.
  At least once a month a new app release of the Nuki app will be published. The best thing to do is to set your smartphone to update apps automatically.
  For iOS, you can activate the “App Updates” option under “Settings” > “App Store”. This way you can make sure that you always use the latest version and benefit from all features of your Nuki device.
  In the menu, under “Help” at the bottom, you will find the app version you are currently using.

  
  

  How is the version number composed?
  The current format is composed of year, month and release number. So the last number shows you if it is the first release of the month.
  That means the first new app version in March has the following version number:
  Year.Month.Release
  2022.3.1

  
  

  Why was the current format introduced?
  In the past it was not always easy to keep track of current app versions. Until now, the current app version has been identified by a sequential number (e.g. 3.1.0 (654)). And that's exactly what we wanted to change: The naming should become clearer, easier and more informative for you.
  With the new format you can see at a glance when the version was released. Because the new format will also include the release date.

  
  

  Will the current format also be introduced for firmware versions?
  No. The current format is currently limited to the Nuki app. Version numbers of firmware or web are identified by a sequential number.

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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
  • Russian
  • Polish
    
    
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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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• Can I use the Nuki app with iOS and Android smartphones?

  The Nuki app is available for iOS (e.g. Apple iPhone), Android (e.g. Samsung) Huawei smartphones. You can download the app for free from the Apple App Store, the Huawei AppGallery 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
  • Russian
  • Polish
    
    
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• How can I be sure I am using the latest version of the app?

  For more transparency and a better overview: new version numbering of the Nuki App releases.
  At least once a month a new app release of the Nuki app is published. The best thing to do is to set your smartphone to update apps automatically.
  For Android, it works like this: In the Google Play Store app, go to the top right of the profile icon and select “Settings” > “Network preferences” > “Auto-update apps” in the settings. This way you can make sure that you always use the latest version and benefit from all features of your Nuki device.
  In the menu, under “Help” at the bottom, you will find the app version you are currently using.

  
  

  How is the version number composed?
  The current format is composed of year, month and release number. So the last number shows you if it is the first release of the month. That means the first new app version in March has the following version number:
  Year.Month.Release
  2022.3.1

  
  

  Why was the current format introduced?
  In the past it was not always easy to keep track of current app versions. Until now, the current app version has been identified by a sequential number (e.g. 3.1.0 (654)). And that's exactly what we wanted to change: The naming should become clearer, easier and more informative for you.
  With the new format you can see at a glance when the version was released. Because the new format will also include the release date.

  
  

  Will the current format also be introduced for firmware versions?
  No. The current format is currently limited to the Nuki app. Version numbers of firmware or web are identified by a sequential number.
  
  

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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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• 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 online access via Bridge or built-in Wi-Fi (Smart Lock 3.0 Pro).
  
  
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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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