Help Centre

The first thing to look at is your product User Manual or the product videos shown in the video library.

Many people want to know how to use a product after buying it. Most of these questions can be answered by simply reading your user manual.

Some answers to frequently asked questions about products:

Fingerprint Locks:

• If the blue sensor in your Sentry lock keeps turning on, carefully clean the 2 holes in the side walls above the fingerprint reader. Dirt build up in these holes will keep turning the fingerprint reader on. Dirt or grime build up in these holes could be the cause. Note: this only applies to locks with no dust covers installed

Simply use a pin head or toothpick to slowly and gently push a piece of thin material (with a drop of window cleaner on it)a couple of millimetres into each hole. STOP PUSHING as soon as you feel any resisitance and then use a gentle circular motion to clean and remove any dirt or grime.

If this does not work, you will need to take the lock off the door and do a clean from the inside. Please contact us for an instruction sheet before attempting this yourself.

• My finger does not work when it did before?   During times of low humidity (winter) your skin may become dryer than normal. This causes contact issues between your finger and the finger print reader so the lock gives an error. To overcome this, moisten your finger, wipe dry and then try again straight away.

• Can I register more than 1 finger on my lock?  Yes, multiple fingers can be registered on your lock as long as there is spare template capacity. (They have at least 99 template capcity)

•  I have young children, will their fingers work? Children from about 6 years on should be able to be registered. However care must be taken in registering and use. It is recommended to redo their fingerprints every 6 months as they grow.

• My finger registered but does not open the door. The lock may register your finger but if it is of low quality, it may not pass the security level needed to open the door. If this happens, delete your existing finger and try to register it and other fingers again. Take care in how you place and hold your finger on the sensor. Continued errors may mean you may have to use an alternative method like a RFID card.

• Can anyone change my programming? No - once registered only an administrator ID/finger/card/pin code can access the menu and allow changes to be made.

Digital Locks:

• If you enter your pin code too fast, you may get an error. Slowing down the time between pressing numbers will most times let you in without a problem.

• The E-Max2 is designed to automatically lock when the door is closed. However if you do not use the supplied strike plate and housing on your door frame, automatic locking will not work.

• Any issues with intermittent operation usually stem from the installation. Please make sure that connecting cables are not bent over onto themselves or pinched under metal parts, thus restricting electrical current.

• If having an issue with the E-Max2 lock not working correctly, it is common for people to squash the cable when installing the back (inside) body. Take the back body off the door, check the cables and also lock  operation off the door.

Other common questions:

• How do I know when to replace the batteries?  All of our battery powered locks are equipped with a low battery alarm. This gives you plenty of time to change your batteries before the device fails.

• Can I use other types of batteries in my lock?  NO. Our locks are designed to use normal alkaline batteries only. Use of Lithium / Rechargable batteries voids your product warranty.

• Do I lose any stored information if I take out the batteries or they go flat whilst I am on holidays? No data is lost as it is stored in memory inside the lock.

• Is my lock waterproof - NO. Locks are designed to be used underneath a roofline only. A small amount of moisture will not affect the lock but if wet from a hose or continued exposure from 'blow in' rain will cause the lock to fail.