Lockly Customer Service: Practical, Expert Guidance

This guide explains how Lockly customer service works in practice, what information accelerates resolution, and exactly how to handle warranty, RMA, and advanced troubleshooting. It is written for installers, facility managers, and experienced homeowners who need predictable outcomes — not marketing language. Expect concrete timelines, prices and steps you can use the moment you contact support.

Key takeaways up front: Lockly support routes through an online helpdesk (support.lockly.com or lockly.zendesk.com), typical first-response time is 24–48 hours for email tickets, phone/chat options are available for urgent installation failures, and most hardware RMAs are processed within 7–14 business days after approval. Keep your purchase receipt and the lock’s serial number handy to avoid delays.

Contact Channels and Response Expectations

Lockly uses a tiered support model: basic troubleshooting via the public support portal and knowledge base, live chat/phone for priority installation issues, and engineering escalation for reproducible firmware or networking bugs. For standard email/ticket submissions expect a 1–2 business day initial reply; complex cases that require engineering can take 7–21 days depending on data and logs provided. If you require a faster resolution, request priority handling and be prepared to provide video showing the fault.

When contacting support, use the main company site (https://www.lockly.com) to locate the proper support link or go directly to support.lockly.com (the Zendesk portal). If you purchased through Amazon, Home Depot or Best Buy, note that retailers sometimes require returns through their own process — Lockly support can guide you, but seller policies may add 3–7 business days to the timeline.

What to Prepare Before You Call

Having precise data with your ticket reduces back-and-forth and shortens resolution time. Support repeatedly cites the same items as the fastest route to an approved RMA or firmware fix: model name, serial number, firmware version, app version, exact behavior and how to reproduce it, and a short video.

• Model name and SKU (e.g., Lockly Secure Pro — Wi‑Fi deadbolt, Lockly Vision — camera lock, Lockly Flex — interior latch)
• Serial number on the inside assembly or packaging (usually 8–12 alphanumeric characters)
• Firmware and app versions (found in the Lockly mobile app under Device → About; e.g., Firmware 3.2.1, App 5.4.0)
• Purchase documentation: invoice, order number, date of purchase (warranty claims commonly require proof within 1–2 years)
• Video of the fault showing door orientation, exact button presses or app attempts, and battery condition

Also note your installation environment: backset (2-3/8″ or 2-3/4″), handing (left/right), door thickness (1-3/8″–1-3/4″ typical), and if you used a Z‑wave module, Wi‑Fi bridge, or Smart Hub. These physical specs make a big difference to the diagnosis team and avoid needless RMA for user-error installations.

Common Issues and Step-by-Step Fixes

Most Lockly service tickets fall into a few categories: power/battery issues, Bluetooth pairing/app connectivity, Wi‑Fi bridge or cloud sync, mechanical binding, and keypad/PIN behavior. About 60–70% of cases are resolved remotely with guided steps; approximately 15–25% proceed to a warranty replacement after remote troubleshooting confirms a hardware fault.

• Battery/power: Lockly units typically use 4×AA batteries. Use fresh alkaline (Energizer/Duracell); expect 6–12 months battery life at ~8–10 operations/day. If the app reports low battery (<4.8V total), replace immediately and retry pairing.
• Bluetooth pairing vs Wi‑Fi: If a device fails to pair, reboot phone Bluetooth, delete the device from the Lockly app, and re-add. For Wi‑Fi bridge issues, power-cycle bridge (unplug 10s) and ensure 2.4 GHz network and SSID/password have no special characters that the bridge rejects.
• Keypad/PIN errors: Confirm the device firmware and restore factory settings only if instructed. Collect a video of keypad response — sensor failures are often visible and speed approvals for hardware replacement.
• Mechanical binding: Check strike plate alignment (shimming may be needed) and confirm deadbolt throws smoothly by hand. Many installation issues present as “lock won’t engage” but are door alignment, not electronics.

When you follow the checklist above, support can often complete the call in under 20 minutes. If remote fixes fail, the technician will open an RMA and provide shipping instructions; typical replacement parts pricing starts at $29 (Wi‑Fi bridge) and goes to $99–199 for exterior assemblies or touchscreens if out of warranty.

Warranty, RMA Process, Costs and Timelines

Lockly’s standard warranty for most consumer locks is a limited hardware warranty (commonly 1 year from purchase) covering defects in materials and workmanship. Extended warranties or commercial warranties are sometimes available through retailers or installers; always check the original invoice or the product page for exact terms. For warranty claims, contact support with the purchase date and serial number — incomplete documentation is the most common reason for delays.

Once an RMA is approved, typical logistics: RMA authorization within 24–72 hours after approval, ship-to address provided, customer ships the unit (Lockly sometimes supplies prepaid labels for qualifying cases), replacement shipped within 7–14 business days. If a unit is out of warranty, expect repair or replacement quotes; common out-of-warranty charges: $79–$149 for labor and refurb, plus shipping. Ask for an itemized quote before authorizing repairs.

Firmware, Integrations, Security and Escalation Path

Lockly regularly releases firmware updates to address bugs and add integrations. Firmware deployment is handled through the Lockly app; keep the device and app versions current (check monthly). For integrations: mainstream models work with Amazon Alexa and Google Assistant via the Lockly cloud or a Wi‑Fi Bridge; Apple HomeKit support is model-dependent and often requires a specific HomeKit-compatible SKU or bridge. If a particular integration (e.g., HomeKit or Z‑Wave) is critical, confirm compatibility before purchase and note it in any support ticket if behavior diverges from documented operation.

If you have a reproducible bug that persists after the standard troubleshooting steps, escalate: request a Level‑2 or engineering ticket, provide logs (app can collect debug logs on request), and expect an engineering investigation window of 2–6 weeks depending on severity and the number of affected customers. For commercial installations (10+ locks) ask for a dedicated account manager; many enterprise customers negotiate SLA response times and onsite support as part of their contract.