Trouble Shooting
I need an alternative to sending eKeys over MMS (iOS)
If you do not want or cannot send an eKey over MMS, follow this procedure to use an alternative app: Tap the top-right icon on your Novas lock in the list (you don’t need to be in range) and select the “User” tab, then select “New User”. Enter the ...
I have deleted a lock from my phone, but administrator still sees my eKey!
Deleting a lock from your device only deletes it locally, even if you were in range and administrator/owner. The Novas Smart Lock is a secured product, and letting users delete their own eKey from a lock can lead to a range of security ...
My phone doesn't play any sound when my lock is unlocked or relocked
First, check that your volume is loud enough to hear the sounds. Careful, this is not the phone ringer volume, but the phone media playback volume that matters. On iOS devices, check that the mute button of your device (if it has one) is not enabled. ...
My app crashes at startup, what should I do?
First of all, never ever delete your app, unless it's the last resort. Deleting your app will cause you to lose all of your eKeys. If your app crashes at startup, first check the stores for an update. If there is one, install it and try again. If the ...
I got an eKey message, but the link is not clickable.
If you received a message with an eKey from someone, but the link is not clickable: Check if the sender is in your contact list. If not, add them Once done, go back to the message, the link should now be clickable. If it still isn't, kill the ...
My lock appears "Out of range", but I'm very close to it!
Your lock can appear out of range for a number of reasons. The first thing to try is to turn off and back on Bluetooth. The method to do so will vary depending on your phone. Look for a Bluetooth icon (), usually, it will have a blue background. Tap ...
I'm having trouble registering an eKey (iOS)
If you are experiencing difficulties registering an eKey on your iPhone, please follow this procedure: Ensure your Bluetooth is turned on and that you are attempting to activate your eKey prior to its expiry (This is noted on the SMS or Message). ...
I got a message talking about corrupted data
If you get a message informing you your data got corrupted, do not panic. It means, due to an issue, some non-vital information has been lost, but all your eKeys are still safe. However, some information about your eKeys might have been temporarily ...
When I start the app it shows me a welcome screen, and when I go through the process, I get stuck on a screen with options (iOS)
When you already have been using the app, it may happen that after an update, you will see the welcoming screen again. Just choose "Installer mode", or kill the app by swiping it out and restart it.
I'm having problems scanning the QR code
Not all phones' cameras are equal, and some phones will have a harder time reading the QR code. If you're struggling to read the QR code, you can try with the 2nd QR code. One is located inside your lock (smart controller) or on its back (rim/mortice ...