The app is not updating
Find where the chain breaks. Turn the lock and watch three things: the monitor’s light, the hub’s screen (Original) or your home app (Matter), and then the Locksure app.
| Monitor flashed? | Hub or home app changed? | Locksure app changed? | Where the fault is |
|---|---|---|---|
| No | No | No | Detection: see Not detecting |
| Yes | No | No | Monitor to hub link: range or pairing, below |
| Yes | Yes | No | Hub to app link: internet or app, below |
| Yes | Yes | Yes, but no notification | Notification settings, below |
Monitor flashed, hub did not change
- Move the hub nearer the door for a test. Range is about 5 to 7 metres through open air; walls and floors cut it. See Range and placement.
- If the hub’s Wi-Fi signal is weak it spends its time retrying the network and misses monitors. Move it to better Wi-Fi.
- If the door was recently refitted with a replacement monitor, the hub does not know the new one. Re-add the door: Pairing problems.
Hub changed, app did not
- Is the hub online? Check the app’s hub status, and your home internet. See Hub offline.
- Pull down to refresh the app, or close it fully and reopen.
- Is your phone online? The app needs a connection to fetch the latest state when you are away from home.
- Update the app from the App Store or Google Play. Old versions stop receiving updates eventually.
Everything changed, but no notification
- In the door’s settings, check notifications are switched on for the events you want.
- On the phone, check Locksure is allowed to send notifications (Settings, Notifications, Locksure).
- Android: turn off battery optimisation for Locksure, and allow it through Do Not Disturb or Focus modes. Aggressive battery saving on some phones silently stops background notifications.
- Left-home alerts also need background location permission.
Matter range specifics
- Without a Locksure Matter Hub, the Locksure app only listens to the sensor while it is open on your phone, and refreshes each time you bring it back to the front; it does not watch the sensor in the background. If the state is correct in your home app but stale in Locksure, close and reopen the Locksure app, or tap the refresh icon on the door tile.
- With a Locksure Matter Hub, the hub keeps the app current with the app closed. If it is stale, see the Matter Hub section of Hub offline.
- If the state is stale in Apple Home or Google Home itself, the problem is between the sensor and your smart home hub: see Pairing problems.
Still not updating?
Email [email protected] with the row of the table that matches, your phone model and app version. A screenshot of the door tile helps.
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