A smart lock that is not working needs a model-specific check. Start by identifying what has stopped working: the whole lock, one access method, the app connection, or the door mechanism. The same symptom can have different causes, so avoid assuming that a reset or replacement will solve it.
If you are locked out, call KOK with your area and lock model. Use only an authorised backup method described in your own model's instructions; backup keys and external power are not available on every lock.
Identify the symptom before changing anything
- No lights or response: consult the model manual for the power source, battery type and approved battery checks. Tell KOK when the lock last worked and whether a low-power message appeared.
- One access method fails: note whether another already registered method still works. Do not send PINs, passwords or access credentials with your enquiry.
- The app fails but local entry works: identify the app and lock model, and note whether the problem occurs beside the door or only remotely. Connectivity requirements vary by model.
- The lock responds but the door will not open: describe any unusual sound or resistance. Avoid forcing the handle or repeatedly driving a struggling mechanism.
Use the correct instructions
Look for the exact model on the purchase record, manual or accessible label. Follow its instructions for normal maintenance. A reset can change the lock's setup; check the manufacturer's procedure and recovery requirements before considering one. Do not use a reset sequence intended for a different brand or model.
For example, Yale publishes a dedicated Assure Lock 2 troubleshooting guide. That guide applies to the named Yale product; it does not establish the specifications or repair steps for a KOK model.
What to send for an assessment
- Lock brand and exact model, if known
- Your Dubai area and whether you can currently access the property
- A photo of the lock and a description of lights, sounds or messages
- When the issue started and any recent battery, door or setup changes
KOK can assess compatible locks and discuss the appropriate next step. Parts availability, the fault and the condition of the door determine whether repair, adjustment or replacement is suitable.
Discuss the next step with KOK
View our smart lock repair service for assessment and visit information. Send your area, lock model and a short description so the team can confirm suitability and availability.
Send details on WhatsApp or call 055 351 5200. An enquiry does not confirm an appointment or a repair outcome.