Normally, the door lock can be opened by turning the door handle both upward and downward.
Therefore, for the situation you are experiencing, please refer to the image below to check if the lever inside the lock bolt is misaligned. Please confirm that the hole position is accurate.
Please ensure that the lock cylinder hole is perpendicular at 90 degrees. If it is not aligned, the cylinder may not retract properly.
For your convenience, here is a video on how to calibrate the lock cylinder hole position:
https://www.youtube.com/clip/UgkxynG4DkpBQPkJ8C_0feUYVjQ3qHoyTXfa
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