Troubleshooting

Dear Customer,

Greetings from Hornbill customer service team. Thank you for your purchase and great support. Please feel free to contact us if you have any questions or concerns while using Hornbill smart lock and gateway. Hornbill always takes the customers' experience and product quality as the top concern; we will spare no efforts to help you solve the issue.

Question 1: Installation Video Link

For installation guidance, please refer to the following video:

Question 2: Why can't I add the lock into the TT Lock app (all lock numbers are gray)?

• Please keep your phone near the lock and ensure your phone's Bluetooth is turned on.
• Please touch the keypad to wake it up while searching for the lock on the app.
• If it still does not work, please reset the lock and then add it again.

Question 3: How to reset the lock?

Video Link:

1. Please take one of the batteries out.
2. You will find the reset button (a small black button) under the rear knob.
3. Put the battery back. Within 8 seconds, please hold and press the button for 10 seconds to reset the lock. Release it until you hear "Please enter the initialization password", then enter "000#" to confirm.

Question 4: Why my lock works opposite? (When I enter passcode ending with "#" to unlock, it will lock; when I hold and press "#" to lock, it will unlock.)

• Please determine your door's direction from the "outside" (Right or Left).
• Please use a screwdriver to take the back panel down.
• Find the toggle button on the bottom right and switch it to the opposite side.
• Re-install and try to see if it works.

Question 5: Why my lock only works when I use the key? And once the key is pulled out, the rear knob is stuck and cannot be turned?

• Please pull out the key and take the whole lock apart.
• Rotate the lock spindle to keep it horizontal.
• When installing the rear lock, if your door opening direction is to the right side, please keep the rear knob vertical; if your door opening direction is to the left side, please keep the rear knob horizontal.
• Check if the lock works normally.

Description of the image showing the lock mechanism: A close-up view of a smart lock's internal mechanism with the key inserted. The key is shown engaging with the spindle, which needs to be in a horizontal position for proper operation. The image highlights the importance of spindle orientation.

Question 6: How to pair the lock with the G2 gateway?

Video Link:

• The gateway needs to be close to the lock, router, and your phone.
• Open the TT Lock app, click the upper left corner, click "Gateway", click "+", click "G2(Wi-Fi)". Plug in your gateway, click "next". When the gateway flashes red and blue lights alternately, choose your Wi-Fi and enter the Wi-Fi password.
• The gateway does not support 5G networks; the 5G network needs to be temporarily closed. (If your router is dual-band, you need to name 5GHz and 2.4GHz respectively, and select 2.4GHz Wi-Fi when connecting.)
• Check whether the gateway indicator is in normal connection status (if not connected, red and blue lights will flash alternately; if connected, blue light flashes). If the blue light is on but the lock is not connected, you can unplug the gateway and reconnect it.

Question 7: How to pair the lock with Alexa?

Video Link:

Note: You need to add "+1" before your TT Lock account phone number (For example: If your user name is phone number "8889882118", please enter "+18889882118").

Question 8: When the door is closed, the lock will beep; but when the door is open, press and hold "#" on the keypad, the lock will not beep.

Please check the frame hole; make sure the frame hole is deep enough so that the door latch can completely extend out.

Question 9: Why the smart lock works normally but it always beeping?

Please open the TT Lock App, click "Settings" > "Tamper Alert" > "Turn off".

Alternatively, click "Settings" > "Lock Sound" > "Turn off".

Question 10: How can it work with two or more smart phones?

Video:

• Make sure your family members have downloaded the TTlock app and registered their own accounts.
• Authorize your family members as administrators: please open your TTlock app, click "Authorized Admin" > "Create Admin" > "Permanent" > enter their account and name > turn on "Allow Remote Unlocking" > "Send".
• After authorization, please let them log in their own accounts to see if it can work.

Question 11: How to generate a personal passcode? How to get the admin passcode? How to modify/delete the passcode?

Personal Passcode:

Click "Generate Passcode". You can set different types of passcodes according to your needs. However, when you set a "Custom" passcode, please make sure your phone Bluetooth is turned on and is nearby the smart lock. (Note: If you have a G2 gateway, you can set custom passcodes from anywhere and anytime.)

Admin Passcode:

Open your TTlock App, click "Settings" > "Basics" > "Admin Passcode" > "Set your own code". (Note: Make sure your phone Bluetooth is turned on and nearby the smart lock.)

Modify/Delete Passcode:

Click "Passcodes", then click the passcode you have already generated. You can then modify or delete it. (Please use the passcode generated by the system on the keypad once before modification.)

Question 12: Why can't the lock be controlled remotely (Need the G2 gateway)?

• Please make sure that you can unlock/lock via Bluetooth and your phone is connected to the gateway. Click "Settings" > "Turn on the Remote Unlock". (Please touch this small icon [remote unlock icon] to remotely unlock)
• Click the upper left three bars icon, click 'Gateway' to check if it is online and the signal is strong.
• If yes, please take out one battery for 3 seconds and put it back to re-start the lock. Then try it again. If the signal is weak, please make sure the distance between the gateway and lock is less than 5 meters.
• If it still does not work, please contact us and provide your app account. Click 'Settings' > 'Basics', and then take a screenshot of this page for us to check.

Question 13: Why the key or knob is hard to turn?

Video Link:

Please take off the back panel and mounting panel, and check if the IC wire is installed correctly.

Description of the image showing IC wire placement: An instructional image demonstrating the correct placement of the IC wire within the smart lock mechanism. It shows a close-up of the internal components, with an arrow pointing to the IC wire and emphasizing attention to its proper seating for correct functionality.

Question 14: How to remove a defective lock from the app?

Open your TT Lock app > Click "Three Bars on Upper Left Corner" > "Settings" > "Transfer Lock" > "Choose Defective Lock" > "Personal" > "Bottom Right Corner" > "Move Faulty/ Damaged Locks to Trash".

Question 14: How to set the fingerprints?

Video: