SivoLock Support Center
Smart Lock Support Center
Find the correct support route for smart lock selection, door compatibility, installation, App and credential issues, troubleshooting, quality documents, shipping damage, spare parts and after-sales cases. Start with the issue category, then prepare the model, order and evidence required for review.
Model, order, door, App, document and after-sales details lead to different support paths.
Five Core Support Routes
Choose the detailed support page first.
Each route explains the deeper checks. Use this page to decide where the request belongs before sending photos, order context, document questions or after-sales evidence.
Door Fit & Installation
Check door thickness, mortise, backset, opening direction, existing cutouts, strike alignment and model-specific installation information.
Function, App & Mechanical Issues
Separate power, fingerprint, PIN, card, App, Gateway, motor, mortise and door-alignment symptoms before requesting parts.
Documents, Reports & Quality Records
Review document levels, model-specific report scope, market requirements, material evidence and order quality records.
Faults, Damage, Missing Items & Spare Parts
Prepare order references and evidence for suspected faults, shipping damage, missing items, batch issues, spare parts and warranty review.
Search Common Support Questions
Browse answers about selection, installation, App functions, troubleshooting, documents, shipping, warranty and OEM/ODM projects.
Separate door, App, document and packaging information by issue type so the request can be routed correctly.
Support Router
What do you need help with?
Filter by support category or search the symptom, document type or buyer task. The router points to the most useful support page or Contact topic.
Choose the product or application route first
Use this when the buyer has not selected a model or needs to compare door types and use cases.
Door fit, mortise, strike and installation files
Use this when drilling, replacement, cutout, open-door or closed-door behavior depends on door fit.
Power, credential, App, Gateway or mechanical symptoms
Use this when a lock is installed or sampled and a function needs to be isolated before after-sales review.
Quality documents, reports and tender files
Use this when the buyer needs model-specific document scope, target-market checks or quality records.
Warranty, shipping damage, missing items and spare parts
Use this after delivery or inspection when order evidence, packaging evidence or part review is needed.
Search the full support question library
Use this when the buyer is unsure whether the issue belongs to products, installation, documents, warranty or OEM/ODM.
Brand, finish, packaging, manual or App project
Use this when the support request is actually a customization or project-development route.
Project Stage
Support by Buyer Stage
The same buyer may need different pages before selecting a model, before ordering, during installation, during use or after delivery.
Compare product families and application use cases
Start here when the buyer does not know which series fits a door, hotel, apartment, outdoor gate or project application.
Confirm door fit, functions, documents and OEM scope
Use this stage for door thickness, lock body, App option, target market documents and customization requirements.
Resolve cutout, spindle, strike and alignment questions
Use this stage when the lock works differently with the door open and closed or when frame alignment affects operation.
Check battery, credential, App, Gateway and maintenance issues
Use this stage when an installed or sample lock shows power, fingerprint, PIN, card, App, Gateway or motor symptoms.
Handle shipping damage, missing items, spare parts or warranty review
Use this stage when goods have arrived and the buyer needs evidence-based after-sales handling.
Request Preparation
Prepare the Information Needed for Review
A complete support request should identify the issue category and include the evidence needed by that route. This keeps product selection, technical support, document review and after-sales cases separate.
General
- Exact model or product family
- Buyer company and country
- Order reference where applicable
- Quantity involved and desired result
Installation
- Door type, door thickness and opening direction
- Mortise, backset, strike and frame photos
- Existing cutout or old lock evidence
Troubleshooting
- Symptom, start time and affected functions
- Battery details, App and phone information
- Photos, screenshots or short video
Documents
- Target market and required document or standard
- Exact model and configuration
- Tender, importer or deadline context
After-Sales
- Order reference and inspected quantity
- Affected quantity and packaging evidence
- Troubleshooting already completed
OEM/ODM
- Quantity, logo, finish and packaging
- Manual language, App option and function package
- Required timeline and sample expectations
Send the model, order, symptom, document need and supporting information together instead of starting with a vague problem statement.
Support FAQ
Popular Support Questions
The questions below cover common starting points. Browse the full FAQ for all 40 support questions and detailed answers.
I do not know which model fits my door. Where should I start?
Start with Products or Solutions, then prepare door type, dimensions, application and environment details. Use Installation Support when door compatibility or installation files need review.
The lock works with the door open but not closed. Which page should I use?
Start with Installation Support because strike, frame, latch and alignment can change closed-door behavior. If the same symptom remains after door-fit checks, continue with Troubleshooting.
I need CE, FCC, RoHS, IP or tender documents. Where should I ask?
Use Quality & Certifications. Send the exact model, configuration, target market, required document or standard and any tender or importer deadline.
The shipment is damaged or parts are missing. What should I do?
Keep packaging, carton labels, product labels and delivery evidence. Use Warranty & After-Sales so the case can be separated from functional troubleshooting.
Contact SivoLock Support
Send one complete support request to the correct route.
Include the exact model, order reference where applicable, issue category, door or installation context, photos or video, required document and the result you need. Complete information helps SivoLock identify the appropriate product, technical, document or after-sales route.
Use the support category and evidence checklist to keep the first reply practical.