Pairing problems

The hub cannot find my door (Original range)

1. Check the monitor flashes when you turn the lock. No flash means detection, not pairing: see Not detecting.
2. Move the hub within two metres of the door for the pairing step.
3. On the hub, touch and hold the screen (up to ten seconds) until the setup menu appears, choose DOORS (SETUP DOORS on earlier hubs), then ADD NEW DOOR. The hub shows DOOR SEARCH and listens for 50 seconds. Turn the lock within that time. A key turn door is searched for in two steps, INSIDE then OUTSIDE: turn the key from that side each time.
4. If the hub still finds nothing, take the monitor’s battery out and back in, then try once more.

Re-pairing a replacement monitor

If we sent you a replacement monitor, the hub still remembers the old one. On the hub, touch and hold the screen until the setup menu appears, choose DOORS, then REMOVE ALL DOORS and tap to confirm (the hub can only clear all its doors at once). Then choose DOORS, ADD NEW DOOR and turn the lock while it searches; if you have several doors, add each back in turn. Finally, in the app, delete the old door and pair the hub again (menu, APP; then + in the app, Locksure Hub, START PAIRING) so the app picks up the new door list. If anything is unclear, email [email protected] and we will talk you through it.

The app cannot find the hub

• Bluetooth on, and stand within a couple of metres of the hub.
• The hub only advertises for pairing while in setup mode (its screen says SETUP): fresh from the box, after a reset, or after choosing APP from its setup menu (touch and hold the screen until the menu appears). Put it back into setup mode, then press START PAIRING in the app.
• On Android, allow the Bluetooth and location permissions the app asks for; Android needs them to scan for the hub.
• A hub that is already paired to another Locksure account will not pair to yours until it is reset. Hold the button on the hub for 5 seconds for a full reset; this clears doors and Wi-Fi.

A Matter sensor will not pair

Work down the list. The first two are the answer most of the time.

1. Is your hub on the list, and online? Check the exact model against One smart home hub. An Echo Dot, Nest Mini, Nest Hub (1st gen), SmartThings Hub v2 or a Wi-Fi-only Apple TV cannot pair a Thread device. In Apple Home, the hub must show Connected under Home Hubs and Bridges.
2. Is the sensor awake? It is open for pairing for about three minutes after waking. If the sensor’s lights have stopped flashing during setup, take the battery out for a few seconds and put it back. The sensor starts setup again.
3. Two sensors awake (Key Turn)? Take one battery out and pair them one at a time.
4. Phone settings. Bluetooth on, and allow the permissions your home app asks for.
5. Distance. For the first pairing, keep phone, sensor and hub in the same room if you can. Move the sensor back after.
6. “No Thread border router found”. The hub’s Thread radio is off or not set up. Home Assistant: enable the OpenThread Border Router add-on. Google: make sure the hub finished its own setup and is on the same Wi-Fi as your phone. Apple: restart the HomePod or Apple TV.
7. Two Thread networks in the house. If you have both an Apple and a Google hub, each may run its own Thread network. Pair the sensor with the app whose hub is nearest, then share it to the other app from inside the first one.
8. Apple says the accessory is not certified. Choose to add it anyway. Product-level Matter certification is in progress; the sensor is built on Nordic’s CSA-certified platform.
9. Already paired elsewhere. A sensor that is still paired to an old home will not pair fresh. Reset it by holding the settings pin in for about ten seconds or more (it is removed from the old home and returns to setup mode), then scan again. A short press only changes the fitting setting, and a hold of a few seconds does nothing. If you are asked by Locksure support to put the monitor into update mode, we will tell you how.

Paired, but “No Response” or “Offline” later

• Restart your smart home hub (HomePod, Nest Hub, Echo). This is the most common fix for Thread devices that drop.
• Check the sensor flashes on a lock turn. If it flashes, it is alive and the fault is the hub or network.
• If it has been stuck for days, remove the sensor from the home app (which resets it) and pair it again.

Android and the Locksure app

If you use the Locksure app with Matter sensors on Android and you remove a sensor in Google Home, the sensor resets itself and the Locksure door stops updating. Remove the door in the Locksure app too, pair the sensor again in Google Home, then add it back in Locksure.

Locksure Matter Hub will not finish setup

Restart the hub and your phone, then add the hub again. If the hub was paired before, factory reset it first (hold its button for more than ten seconds, or use Factory Reset Hub in the app) and remove any old Locksure Hub entry from Apple Home or Google Home. See the Matter Hub guide.

Still stuck? Email [email protected] with your hub model, phone model and which step fails.

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