The padlock is shown as open in the mobile app, when it's physically closed

Created by Grace Sibeko, Modified on Thu, 10 Nov, 2022 at 8:26 AM by Grace Sibeko

Remove any tension on the shackle as this could be preventing the detection of the open/close status of the padlock.
Override the lock status by connecting to it and selecting UNLOCK 3 times. If the app only shows the option to LATCH, then select the UNLATCH option in the app menu.
If the padlock is still shown as open as it's closed, connect an external charger to the micro USB port and repeat step #2.
Report padlock to the support.sera4@fsconnect.co.za or the administrator if the padlock is still shown as open, as it is likely having a hardware failure.