After inserting the key to the keyhole, we can turn the key but can not turn the knob and unlock

Please make sure turning the key 90 degrees, holding the key at the same time turning the knob. If not work, please try to turn the key to the left 5-10 degrees and you will hear a little click sound.

The knob gives green light but it won’t turn.

Please charge the lock and ensure the battery level is over 60% and then trying again or unlock with keys.

How can I charge the lock and how long will it be fully charged?

There is a type-c port on the exterior knob and you can charge it via it, the cord is not included. When charging, the LED will flash red and blue and it is solid blue when fully charging.

I can not install the exterior knob through the latch.

Please make sure the geektale logo on the exterior knob is upward.

My lock is already programmed but not connecting with the app. What could be the reasons and solutions?

Ensure you’re within Bluetooth range. Update app firmware, . If Bluetooth is dormant, click screen to reconnect. If there’s a Bluetooth delay, wait 5-10 minutes and try again. If still not working, reprogram the lock.