Smart Lock Support FAQ for B2B Buyers

Send the door type, finished thickness, opening direction, mortise or lock body, backset, existing cutout and clear photos of the door, edge, frame and current lock position. Drawings help project orders.

SivoLock can review supplied details and recommend a suitable direction, but final fit must be confirmed against the exact model, mortise, door condition and installation execution.

Send lock-body photos, dimension photos, door-edge photos and existing cutout details. A front-view photo alone is usually not enough to confirm mortise type, backset or replacement risk.

This often points to strike, keeper, frame, door sag, latch friction or door pressure. Test open and closed, then review both installation fit and troubleshooting evidence before replacing parts.

Use files for the exact model, mortise and configuration. Similar panels or product families may use different cutouts, lock bodies, accessories, setup steps or App instructions.

Start with battery orientation, battery condition, contacts, visible corrosion or looseness, and the approved emergency-power route for the exact model. Use only the method specified for that model, because the available port and procedure may differ.

Check finger condition, enrollment quality, sensor cleanliness, user position, battery condition and environmental factors. Test fingerprint symptoms separately from PIN, card, administrator and mechanical-key symptoms where applicable.

A normal motor sound can still leave a mechanical issue. Check mortise movement, spindle position, strike alignment, latch friction and door pressure before assuming an electronic fault.

Check phone operating system, Bluetooth or network permissions, lock status, App account, pairing mode and whether an existing administrator binding blocks setup. Screenshots and short videos help support.

Use a soft cloth and mild neutral cleaner where necessary. Do not use steel brushes, strongly acidic or strongly alkaline cleaners, rough abrasives, or liquid sprayed directly into electronic areas.

No. The support route depends on exact model, order terms, issue evidence, installation condition, troubleshooting results and verified cause. The outcome may be guidance, parts, logistics review or replacement review.

Submit order reference, model, quantity inspected, quantity affected, symptom, photos or video, troubleshooting results and installation or shipping context. One complete case is easier to route.

Keep the outer carton, inner packaging and shipping label. Photograph carton sides, labels and damaged areas before discarding packaging, repairing products or arranging a return.

Provide the packing list, carton label, overview of received items, list of missing or incorrect parts, order number and photos. Keep missing-item evidence separate from functional-fault evidence so the case can be routed correctly.

Spare-part availability can be reviewed by exact model, revision, mortise, finish, function version, required quantity and original order reference. Availability and lead time are confirmed case by case.

Customization may include logo, finish, packaging, manual language, accessories, function package, App option and hardware matching. The available scope must be confirmed by model and project requirements.

No. Customization scope varies by panel structure, electronics, App platform, tooling, order quantity and project requirements. Sample planning should use the selected model, not a generic family assumption.

Include selected model, quantity, target market, logo files, finish, packaging, manual language, required functions, timeline and certification or document needs. Missing scope slows feasibility review.

A feasibility review can start with the door structure, lock body, drawings, quantity and technical requirements. Feasibility can be confirmed only after the structure, tooling requirements, technical scope and project economics have been reviewed.

Yes. Sample approval should cover exact configuration, finish, mortise, App platform, accessories and packaging. Mass production should follow the approved sample or approved specification.