Please confirm whether it is a newly installed lock or one that has been in use for some time. 

For new locks, the issue may stem from installation problems or defects in the lock body itself. 

For older locks, the causes can be more complex. Please try the following troubleshooting steps to identify the cause:

1. Unlock the lock and twist the thumb on the rear door lock. If there is resistance, it is caused by the screws not being tightened. Please remove the lock and reinstall it to tighten the screws. 

Please check the two fixing screws in the battery compartment and the two fixing screws in the front door lock. The following is a reference picture.

 

2、If you confirm that there is no resistance when you unscrew the thumb after unlocking the door, and the screws are also tightened, then it may be the problem of the small spring plate of the lock latch.

 

However, we apologize that there is no way to repair the damage to this part on your own, so we will take the next steps for you. Please contact our after-sales service in the following ways.

 

Or make a phone call on:

Phone Support: (888) 811-1140(US)
Hours: Monday – Friday, 9:00 AM – 5:00 PM