FAQs

What do we do when the lock is power off?

When the lock power is less than 10%, the lock and the APP will remind you to replace battery. If the lock is power off as a result of not replacing battery in time, mobile power supply can be connected via Type-C port at the bottom of outer panel. Alternatively, you can use the emergency keys.

Can senior citizen use fingerprints?

Most senior citizen can use fingerprint authentication. But it depends on how badly the fingerprints have worn off. Some of them may find it difficult to user fingerprints, which is a common issue for smart locks and even smart phones. We recommend you to allocate a NFC card as an alternate way to experience our smart locks.

What do we do if Bluetooth can not be connected?

You can try turning off and turning on your mobile phone Bluetotth. Enable positioning function and clear up backstage App before re-opening it.

What's the difference between security code and Admin password?

Security code is an independent password for Mijia app to access lock device interface. Admin password is used to reset the lock, etc.

What do we do it we lost NFC card?

Connect local Bluetooth to the lock and remove the NFC card’s access to door opening. If you need a new card, you can buy it from us and pair the system with the new card.

How to re-pair the new lock?

Steps:

 

  1. Long press the Reset button
  2. Enter Admin password or Admin fingerprint
  3. Complete reset
  4. Delete this device from the APP
  5. Re-pair
  6. Complete re-pair
How do I replace the batteries?

Open the cover of the battery compartment, take out the old batteries, and replace with new 1.5V Alkaline AA batteries. Please replace all batteries at the same time.

What happens during installation of LOCKIN's smart locks?

A technician will arrive at your premise during the allocated time slot. The technician shall greet and confirm your I/C and begins 15 check-points. The technician will brief you the findouts before/after installation as well as installation steps. Should you agree with the findouts and sign off a checklist before our technician begin the installation. After successfully installed, our technician will guide you to activate the smart lock and demonstrate how to register and use the smart lock.

 

After which,  the technician will request you to sign-off a checklist again on the job that has been performed. A photograph before/after would be taken for reference. Last, will finish off by cleaning the surrounding.

 

How can I make an appointment?

After success:

 

Outright – after successfully place 10% deposit, our admin will call you for installation date & time & photos of your current door. 48-hours before installation, our technician will call you and confirm the appointment. Once technician arrive at your premise, they will start the 15 check-points. Should you agree and make payment on the spot, our technician will begin the installation.

 

Rental – after successfully paid rental processing fee and 36th month advance payment, our admin will call you for installation date & time & photos of your current door. 48-hours before installation, our technician will call you and confirm the appointment. Once technician arrive at your premise, they will start the 15 check-points. Should you agree , our technician will begin the installation.

 

What type of door is suitable for installation?

All wooden and security doors with thickness between 40mm – 120mm.

Does your smart lock support multi-point lock?

Currently we do not support multi-point lock.

What should I do if I do not agree with the findouts of 15 check-point, especially the after-drill side effect?

You can opt to appoint a your door supplier to help to drill at your own cost.

Can I appoint third party to install the lock?

Yes you can. However, the product warranty will be void. Therefore, we suggest our technician to install and rest assure they are professional trained.

Do i need internet at home for the lock installation?

No, you do need that. Our security smart lock is Bluetooth embedded. First requirement to have our lock installed is the type of door. All wooden doors and security doors with thickness between 40mm-120mm are applicable.

Who is the insurer?

AmGeneral.

How much is the coverage amount?

The coverage amount is RM10,000 annually.

How long is the insurance coverage period?

Outright: 2 years; Rental: 36 months

What items are covered?

On loss of properties belonging to insured including damage to digital lock (Lockin brand) due to forcible entry from the door that was installed with the said digital lock.

Do I need to pay for the insurance premium?

No, your premium is covered by LOCKIN Malaysia.

I bought more than one smart lock; does it mean I got to get additional coverage?

One location; one policy. Should you have more than 1 smart door lock installed on the said premise, break-in through either lock will be covered.

When is the coverage takes effect?

The coverage begins after smart door lock installation is completed.

In the event of break-in, what should I do?

Stay calm, please make a police report and contact our customer careline.

To whom shall I call in the event of break-in?

Please contact our customer careline.

What documents shall I prepare for claiming?

You shall prepare a copy of police report, I/C copy, proof of ownership of lost items. 

How long is the process for insurer to approve my case?

Once all documents are received, the process shall take 14 working days to approve. 

How long shall I expect to receive my insurance compensation after approval?

You shall expect 7 working days after your claim is approved.

When shall I expect to receive a new lock and install at my location?

Once the insurance has approved your claim, we will arrange an appointment with you to install a new lock.

Can I change to another smart lock due to the damage?

Yes, please contact our nearest reseller or your sales person.

How long is the warranty?

Outright: 2 years
Rental: 3 years

How can I register the product warranty?

Our technician will register the product warranty on behalf of you after installation.

What situation is not covered by your warranty?
  1. The product is beyond the warranty period
  2. The product barcode has been obliterated or torn up
  3. The product serial number or model number on the warranty card is not consistent with the product
  4. There warranty information is inconsistent with the invoice information.
  5. The product is faulty or damaged due to improper usage, maintenance or storage without following the user instruction.
  6. It is a result of installation, repair or disassembly conducted by third party.
  7. Product is damaged as a result of accident or human factors, including but not limited to collision, improper input voltage, high temperature, inflow of water, battery, leakage, and lock displacement, lock insentivity, etc. due to crack, falling or twist of the door or door accessories (other than the lock).
  8. Product wears off or is scratched, aged and so forth, as a result of long period of use.
  9. Product failure or damage caused by force majeure, such as earthquake, fire, flood, lightning, etc.