Level Smart Locks Not Working

Level smart locks including Touch Edition and Level Lock+ offer invisible smart lock technology that works with Apple HomeKit and Matter. This guide covers common lock operation and connectivity issues.

Common Symptoms

  • Lock not responding to app commands
  • Touch sensor not unlocking
  • Auto-lock not working
  • Battery draining quickly
  • HomeKit showing "No Response"
  • Key cards not working

Touch Sensor Issues

Touch Not Unlocking

  • Ensure you're enrolled in Level app
  • Touch with fingerpad (not tip) for better read
  • Keep finger on sensor until unlock
  • Touch sensor may need multiple taps

Calibrating Touch

  1. Open Level app
  2. Go to lock settings
  3. Select Touch Settings
  4. Adjust sensitivity

Bluetooth Connectivity

Lock Not Connecting

  • Level primarily uses Bluetooth
  • Stay within 30 feet of lock
  • Ensure phone Bluetooth is on
  • Check Level app permissions

Improving Connection

  • Level Connect (WiFi bridge) enables remote access
  • Apple TV or HomePod enables HomeKit remote access
  • Stay within Bluetooth range without bridge

HomeKit Integration

"No Response" in Home App

  • Check lock battery level
  • Verify Bluetooth is enabled
  • Check Home hub is online (HomePod, Apple TV)
  • Move closer to lock

Setting Up HomeKit

  1. Add lock in Level app first
  2. Open Apple Home app
  3. Add Accessory and scan HomeKit code
  4. Or enable HomeKit in Level app settings

Level Lock+ (Matter)

Matter Setup

  • Level Lock+ supports Matter
  • Works with Apple Home, Google Home, SmartThings
  • Set up with primary controller first
  • Use Matter sharing for additional controllers

Thread Network

  • Level Lock+ uses Thread for better connectivity
  • Requires Thread border router
  • Apple HomePod Mini, Nest Hub work as border routers

Auto-Lock Issues

Not Engaging

  • Check auto-lock is enabled in Level app
  • Verify door sensor is working (if equipped)
  • Door may not be fully closed
  • Check lock mechanism for obstruction

Adjusting Auto-Lock Time

  1. Open Level app
  2. Select your lock
  3. Go to Auto-Lock settings
  4. Choose delay time (30 sec to 10 min)

Key Cards (Level Touch)

Card Not Working

  • Ensure card is enrolled in Level app
  • Hold card against touchpad
  • Don't move card until lock responds
  • Card may need re-enrollment

Enrolling New Cards

  1. Open Level app
  2. Go to lock settings > Key Cards
  3. Tap Add Card
  4. Touch card to lock when prompted
  5. Name the card

Battery

Battery Level

  • Check in Level app under lock status
  • HomeKit also shows battery percentage
  • Uses CR2 battery
  • Typical life: 6-12 months

Low Battery Behavior

  • Lock will alert when battery is low
  • Mechanical key always works as backup
  • Replace battery promptly when alerted

Mechanical Issues

Lock Hard to Turn

  • Check door alignment
  • Lubricate lock mechanism
  • Verify deadbolt extends smoothly
  • May need strike plate adjustment

Factory Reset

  1. Remove lock from Level app
  2. Remove from HomeKit
  3. Remove battery
  4. Hold reset button while reinserting battery
  5. Set up as new lock

When to Contact Support

Contact Level support if:

  • Deadbolt won't extend/retract
  • Touch sensor consistently fails
  • Motor sounds abnormal
  • Lock won't calibrate