Smart Security Solution
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General

What type of locks do you provide?

Lock needs can vary widely from home to home. The kind of lock that's right for you depends on your personal circumstances and needs. Smart locks do offer the convenience and security to you and your family. Currently, we offer the igloohome Deadbolt 2S, Mortise, Keybox 2 and Padlock.

What are the features of a smart lock?

Smart locks offer intelligent features such as keyless entry, time sensitive access, tracking access logs and more for convenience. Certain smart locks require WiFi connection which is more vulnerable to hacking.

I am running an Airbnb, which smart lock should I go for?

We recommend going for the Deadbolt S2 (basic) and Mortise (high-end). You may also consider the Keybox 2 if you prefer to pass a key or access card, or do not retain your existing lock.

Who is Smart Security Solutions?

Smart Security Solutions Sdn Bhd (Company No. 1237291M), formerly known as Money Guide Advisory Sdn Bhd, is the master distributor and authorised reseller of igloohome products in Malaysia.

Who is igloohome?

Based in Singapore, igloohome strives to make lives better through the use of innovative technologies in its smart access systems. Its award winning products have been shipped to over 100 countries.

Who are igloohome's official partners?

igloohome's partners include Airbnb, Homeaway, Booking.com and Agoda.

What are the features of igloohome smart locks?

You can lock and unlock igloohome locks with a PIN code or Bluetooth key via your smartphone. One-time or duration modes of entry are offered for flexibility of access. Physical key is available for backup. Access RFID card is available for the Mortise.

What is the retail price for your products?

The prices for Igloohome smart locks are as follows: Deadbolt 2S - RM1380 (inclusive of installation);
Mortise - RM2200 (inclusive of installation);
Keybox 2 - RM840;
Padlock - RM500

What is the difference between traditional locks and smart locks?

A smart lock is a technology-enabled smart home device that allows users to lock and unlock a door by sending secure signals from a mobile application on their smartphone, computer, or tablet. Depending on the model, it allows keyless entry using a PIN code and/or fingerprint. Traditional locks requires a key to lock and unlock the door.

What is the difference between digital locks and smart lock?

Both digital and smart locks bring you keyless convenience to unlock your door. Both offer different types of digital door locking technology – fingerprint, smart card, keypad or PIN. Smart locks offer additional features where you can open your door with a mobile app and set a password.

What are the ways to lock and unlock an igloohome smart lock?

Both Deadbolt 2S and Mortise can be accessed via PIN code, key and Bluetooth. Mortise has an added access via RFID or access card.

What can the igloohome smart lock do?

The igloohome smart lock allows keyless access to your apartment or house. The main modes of entry include PIN code and Bluetooth Key. You can also use an access card for the igloohome Mortise.

Does the igloohome smart lock require internet connection?

igloohome locks work offline and do not require internet connection or a hub. However, internet connection is required when running the igloohome app for features such as PIN code and Bluetooth key generation.

Do I get real-time notifications when my igloohome smart lock is unlocked?

As igloohome locks are not connected to the internet, real-time notifications are only available when the igloohome lock is unlocked via Bluetooth Unlock/Bluetooth Key.

How does the PIN code unlock work?

To unlock your door with a PIN, simply touch your palm over the keypad of the lock to wake it up. Key in your PIN code, followed by '#'.

Each lock comes with a Master PIN which can be changed on the app (between 7-9 digits).

You can also generate and manage PIN codes with your igloohome mobile app.

Can I change the length of my Master PIN code?

Yes, your Master PIN code can be changed to 7-9 digits long. This can be done via the igloohome mobile app.

If I change my Master Pin, what happens to the current active PIN codes?

Any changes made to the Master PIN will not affect the current active PIN codes - which means that it can still be used to unlock the locks.

I am a guest. How do I unlock the door?

If you are a guest, your host would have provided you with one of the following methods of entry:

PIN code

1) The PIN code is a series of numbers that you can key into the igloohome smart lock.
2) After keying in your PIN, press the '#' key to unlock (Key icon for Latch Model).
3) Depending on the type of PIN code your host has given you, it may expire.

Bluetooth Unlock

1) Open the igloohome app and log in.
2) Go to Visits under the Menu, and you will be able to view your Bluetooth Key(s).
3) Tap on the Bluetooth Key icon to unlock.
4) Make sure that you have a strong Bluetooth and internet connection on your phone.

Can I change the generated PIN code?

PIN changes can be done via the igloohome app, but to take effect, you will have to be in Bluetooth range. This is applicable for all PINs, One-Time, Duration, Permanent and Recurring.

Can I change the length of my generated PIN code?

Yes, generated PIN codes (except One-Time PIN) can be changed to 4-9 digits. This can done via the igloohome mobile app

I have issued a PIN code to a guest but I have changed my mind and no longer want the guest to have access. Can I deactivate the PIN code remotely?

As the igloohome smart lock works offline, PIN codes cannot be deactivated via the app once they have been issued. You will need to reset your lock via Bluetooth (i.e. be in close range of the lock) to ensure that the PIN code is no longer valid. Homeowners are advised to be cautious when granting access to guests - it’s similar to entrusting someone with your key.

How do I know if a PIN code has been used to unlock the door?

Activity logs can be downloaded from the lock. You can do this by tapping Update Logs via the Log tab.

What if I forget my Master PIN code?

Your Master PIN code can be accessed via the igloohome mobile app.

You can also change the Master PIN code to a 7-9 digit combination that is easy to remember.

Do I need to be near the igloohome smart lock to create a PIN code?

Generated PINs can be created remotely as long as there is internet connection on the app.

What is a Duration PIN code?

Duration PINs can be customised with a start/end date and time.

What if I forget my custom-set generated PIN code?

Your Duration PIN code can always be accessed via the igloohome mobile app, even if you have programmed a new PIN code to replace your old PIN.

The updated PIN will only appear on the app after a Bluetooth Unlock, followed by a refresh of your PIN page.

Is there a Master PIN code for the igloohome smart lock?

Yes, there is a master PIN code that is pre-set in the lock during pairing. It can be changed later in the app via Bluetooth.

How many PIN codes can I set?

You can set an unlimited number of PIN codes for these models: Mortise, Deadbolt 2S, Deadbolt 2, Keybox 2, Keybox 1.

Can I create temporary PIN codes?

Yes, they can be generated remotely via the igloohome app as long as there is internet connection on your phone.

How many numbers are there in a generated PIN code?

A PIN code generated by the igloohome app will be at least 6 digits. This makes it harder for any potential intruders to guess your PIN code.

When I reset my igloohome smart lock, does it remove all PIN codes?

When you reset lock via "Clear PIN list" on the app, this removes all generated PIN codes from the lock except your Master PIN.

However, if you do a hard reset on your lock, this will bring the lock back to factory settings, which removes all PINs including the Master PIN.

What types of access codes can I set?

You can create PIN and Bluetooth keys for friends, family or other visitors.

The igloohome app allows you to generate 3 types of PIN codes and 1 Bluetooth key:

1) One-Time PINs - must be used within 6 hours after creation.
2) Permanent PINs - must be used within 24 hours after creation.
3) Duration PINs - must be used within 24 hours of start time
4) Bluetooth keys - must be used within one hour after creation.

PINs routed to Pending Tab

PIN Tabs and Conditions:
If you generate a Permanent or Duration PIN that starts now, it will fall under Active.
If you generate a Duration PIN that starts in the future, it goes to Pending first and gets transferred to Active on the start date and time.
However, if you are not within range, these PINs will get transferred from Active to Pending and you can only get the most updated status of the PINs once you do a Bluetooth unlock or tap on "check validity" when you are near the lock.
Once synced, it will transfer to the appropriate tabs - either Active or Inactive, depending whether the PIN was used within the time frame.

How do I lock my door electronically?

Mortise
To lock your Mortise model from the outside, press and hold the "#" on your keypad for about 2 seconds or until it locks. There is an Open/Close button on the back of the Mortise to lock the door from the inside. You can also program timed re-lock after a certain number of seconds.
The Mortise also comes with a built-in door sensor that locks your door automatically when closed.

Deadbolt 02
To lock your Deadbolt 02 model electronically, press and hold the "#" on your keypad for about 2 seconds or until it locks. You can also program timed re-lock after a certain number of seconds. The Deadbolt 02 also supports a door sensor accessory that can lock your door when it detects that it is closed.

Keybox
The Keybox model automatically locks on closure.

How do I lock my door manually?

Mortise
To lock your Mortise model manually, you can either use the thumbturn on the back of the lock, or a physical key from the front.

Deadbolt 02
To lock your Deadbolt 02 model manually, you can either use the thumbturn on the back of the lock, or a physical key from the front.

Keybox
The Keybox model locks automatically upon closure.

Is there an auto-lock/timer re-lock feature on the igloohome smart lock?

Depending on the lock model, there are different auto-locking/timer re-lock features available.

Auto-lock: locking when door or keybox is closed, works via sensor.
Timer re-lock: locking when timer is up.

These features work on:
igloohome Smart Mortise
igloohome Smart Keybox
igloohome Smart Bolt 02 with Door Sensor accessory

Can I disable the auto-lock/timed re-lock feature on the igloohome SmartLock?

Mortise
Yes, you can disable timed re-lock if you wish.

Keybox
No, it locks immediately once the keybox is shut.

Deadbolt 01/02 & 2S
Yes, you can disable timed re-lock if you wish.

On the Deadbolt 02, if you have the door sensor installed, you can only disable the auto-lock by uninstalling the door sensor.

What happens to the igloohome smart lock during a power trip (i.e. electrical blackout)?

As the igloohome smart lock runs on batteries, it will work regardless of a power trip or blackout.

What if the front panel of the igloohome smart lock is smashed in?

If the front panel of the igloohome smart lock is smashed in, you will still be able to gain access via your physical key.

What happens if I lose my physical key?

You still can open the door using a PIN code, Bluetooth key or access card (Mortise only). Otherwise as with other door locks, you will have to engage the services of a locksmith to unlock your door if you lose your physical key. We recommend that you get your key duplicated from the first day and keep a spare with a trusted family member.

Is the igloohome smart lock water-resistant?

Yes, the igloohome smart lock is water-resistant but not water-proof. We are IP65 certified. This protects it from tools and small wires greater than 1mm, as well as low pressure water jets from any direction.

It's highly recommended that our locks be installed in sheltered areas, as warranty does not cover water damage to the lock.

Is there a physical key for the igloohome smart locks?

Yes, installed models of igloohome locks can be opened by a physical key (each lock comes with 2 keys).

We recommend carrying the key as it provides a back-up mode of entry in case of emergency. However, it is not necessary to use the physical key if you do not wish to do so.

Are there any security features to ensure that hackers will not be able to unlock the door?

There are a few features of our lock that prevent hackers from gaining access to your property:

Advanced AES encryption and server side architecture are used on our software to ensure the highest level of security.
Every data connection between your mobile device and lock is encoded with a timestamp. Every connection to transmit data is only valid at that time, and cannot be saved for future use.
The key to decrypt is unique to your user account, and also unique to your lock. Even if someone else's igloohome lock is hacked into, your lock will not be affected.
Bluetooth is a local area connection, so it is not possible for people to hack it from afar.
To prevent hackers from guessing your PIN code, igloohome locks also come with a Decoy PIN feature and a security lock-out mode.

If at any point in time you feel like your lock may have been hacked, you can always re-pair your lock to your account. This refreshes the highly secure AES key. If you feel that your account may be compromised, you may wish to change the password to your account. You may also wish to create a new account, delete the lock form your old account, and pair it to the new one.

We advise to refrain from sharing your login details with others as they will have control over the locks paired to that account.

The touchscreen of the lock is smooth and reflective, such that fingerprints can be left on the lock, making it easy to guess the password. Is there any feature which minimises the risk of this happening?

igloohome locks come with a Decoy PIN code feature which allows you to enter up to 8 other digits before your actual PIN.

This is optional, but will help to deter hackers and prevent your PIN code from being exposed. Also, with the security lockout mode, it will be difficult for people to attempt to access your house by guessing your PIN code.

Is there a privacy lockout mode for me to lock the lock from the inside of the house, to prevent visitors who have the valid Bluetooth key or PIN code from entering?

Privacy lockout mode is only available for our Mortise and Deadbolt 02 models.

Mortise
Press and hold the Open/Close button when the door is locked, and the privacy lockout will activate. However, it will be disabled with any physical unlock, e.g. using key, or when opening the lock from the inside.

Deadbolt 02 & 2S
By pushing the button on the bottom of the thumbturn when the door is locked, the privacy lockout will activate. However, physical key will still be able to override the privacy lockout.

What happens if I lose my smartphone?

If you lose your smartphone, use another phone to delete your lock from your old account, and pair it to a newly registered account. Then change the password to your account.

We also recommend that you use Android Manager or Find My iPhone to remotely lock your phone.

Is there a security lockout mode (eg. when unwanted guests try to guess your PIN code by randomly pressing digits)?

If you enter an invalid PIN code 5 times, the smart lock will automatically go into lockout mode. It will not accept any more codes and will only flicker when you try to input new ones for the next 5 minutes.

The lockout mode can be disabled by using Bluetooth Unlock.

Is the igloohome smart lock tested for fire safety?

The lock has been tested for use in -40°C up to 65°C. Tests for fire safety of the igloohome smart lock cannot be done independently on the fire-door it is installed on.

We will be able to make an exception for bulk orders of igloohome smart lock for the same door model. Please contact us at info@igloohome.co if you are interested in bulk purchasing our locks for your particular type of fire-door.

Does the igloohome smart lock come with an alarm?

The lock will sound if intruders attempt to pry the lock open. Depending on the smart lock model, each have different types of alarms.

Can I get a replacement part?

Within the warranty period, faulty parts due to manufacturing defects will be replaced.

Beyond the warranty period, we will quote you a price for replacement parts, and necessary shipping and/or transport and labour costs.

What if I accidentally lock myself out before pairing the lock?

Before pairing, the igloohome smart lock will be in a factory-reset state, hence you can use.

The factory PIN is different for each model, you may refer to your product manual for more information.

How is the igloohome Smart Lock powered?

Installed models run on 4 AA 1.5V Alkaline batteries, while the Keybox runs on 4 AAA 1.5V Alkaline batteries, with a battery life span of up to 9 months. We recommend changing your batteries every 6 months to ensure your lock is properly powered.

If batteries with less than 1.5V charge are used, the lock will not work properly, thus it is important to ensure that fresh batteries are used.

How do I know when the battery for the igloohome smart lock is running out?

Each lock model has a different way of alerting users about low battery status. You may check your product manual for more details.

Also, whenever a Bluetooth key is used, the battery status of the lock will be updated. As such, you will be able to monitor the battery status of the lock as long as you use Bluetooth Unlock regularly. You can check the status of the battery in the app.

What happens when the battery for the igloohome smart lock runs out?

For installed models, the physical keys provided with your igloohome smart lock will allow you to gain access to your property when the battery runs out.

The Mortise, Deadbolt and Keybox models also have a 9V jumpstart feature. Holding a DC9V battery to the jumpstart will allow you to key in your PIN to unlock the smart lock.

I have changed to a new phone. How do I keep my existing PIN numbers?

You may log in with your registered email and password on the igloohome mobile app on your new phone.

Important: Take note to log out from your old phone to prevent unauthorised access to your account.

Are igloohome locks vulnerable to Blueborne attacks?

Blueborne attacks specifically target iOS, Android, Linux and Windows. As igloohome locks are not running on these systems, they are not vulnerable to Blueborne attacks.

I do not have my phone and keys with me. What can I do?

You can use your PIN code to unlock your door in the event that you are unable to access the igloohome app.

What is RFID (radio frequency identification)?

RFID (radio frequency identification) is a form of wireless communication that incorporates the use of electromagnetic or electrostatic coupling in the radio frequency portion of the electromagnetic spectrum to uniquely identify an object, animal or person.

In what circumstances does a smart lock come in handy?

A smart lock would really come in handy if you:

1. Forget to take your house keys with you (e.g. after bidding farewell to guests).
2. Struggle to locate keys.
3. Wish to restrict access (for unwelcome guests at certain time) without the awkwardness.
4. Wish to let a pet sitter in when you're on holiday.
5. Wish to allow the deliveryman in.
6. Want to save time by letting the cleaners in
7. Want to recreate the scene from the Korean drama 'My Love From Another Star'.
8. Want to brag to your friends.
9. Do not want to carry your keys with you when you're going out.
10. Find it troublesome to carry your keys, while holding many things and managing baby.

Is a smart lock useful for coworking spaces?

Providing customised access to different members lets you decide when and where they can enter. Smart locks that provide time-sensitive access codes are great in this situation as the traditional lock and key does not allow you to revoke rights once validity expires. Many smart access solutions offer a combination of access modes: PIN codes, RFID keytags, access cards, or even using smartphones via Bluetooth. In some instances, smart locks will require a hub which can be easily deployed without having to route wires through the walls as well. The hub allows the devices to communicate wirelessly over certain connectivity protocols such as Bluetooth. Smart access systems tend to provide a dashboard which allows you to easily monitor and retrieve such information. Not only will this give members a peace of mind, it can also facilitate room bookings for a much smoother operational process.

What types of batteries are needed for an igloohome smart lock?

Installed models like Deadbolt and Mortise run on 4 AA 1.5V Alkaline batteries, while the Keybox runs on 4 AAA 1.5V Alkaline batteries, with a battery life span of up to 9 months. We recommend changing your batteries every 6 months to ensure your lock is properly powered.

How do I let a guest in?

You can create a PIN code using your Igloohome app and send to your guest via SMS or WhatsApp. He/she can unlock the door using the PIN.

What is SIRIM?

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Ministry of Finance Incorporated.

What is the SIRIM certification?

The SIRIM Certification confidently tells the potential customer that the product has undergone thorough assessment and subjected to a programmeof supervision and control before they are ready to be used. It provide assurance of safety and reliability to users of your products.

Is SIRIM certification a must for smart locks?

For some specific products which are regulated by the Malaysian Authority, such as Bluetooth smart locks, electrical appliances, fire-resistant door sets, motorist safety belts and motorcyclist helmets, additional SIRIM Label with unique serial number is required to be affixed on finished products.

Are igloohome products SIRIM certified?

All igloohome products are SIRIM certified. It provides assurance of safety and reliability to users of the products.

What standard are igloohome products certified?

igloohome products are FCC, CE and iP45 certified. FCC stands for Federal Communications Commission. This commission is in charge of testing products for suitability for office and home uses. CE is the certification board of the European Union. All manufacturers in the EU and abroad must affix the CE mark to those products covered by the "New Approach" directives in order to market their products in Europe. Once a product receives the CE mark, it can be marketed throughout the EU without undergoing further product modification. iP45 is awarded by the DSM&T from California, USA - protected from tools and small wires greater than 1 millimetre and protected from low pressure water jets from any direction.

How do you grant PIN codes remotely without WiFi?

igloohome devices work offline (without WiFi) for greater security and reliability. Unlike other Bluetooth smart locks in the market, your guests will not need to download an additional app to gain access. Our unique algoPIN™ uses technology that’s similar to a banking token’s One Time Password (OTP).

How does algoPIN™ allow you to generate PIN codes without WiFi?

STEP 1
Pairing
After installation, you’ll need to pair your lock to your igloohome account via the igloohome app on your smartphone. Upon successful pairing, your smartphone will sync the unique PIN token to our secure cloud servers and does not retain the token locally.

STEP 2
Generate PIN
When creating PIN codes for guests or family members, your smartphone sends a request to your token in the cloud servers. Using algorithms and seeds, a unique PIN code is then generated at random with the validity duration built into it. There’s no need for you to be near the lock to do this.

STEP 3
Grant PIN
Now armed with a PIN code, you can share this with your desired recipient via WhatsApp, Facebook Messenger, SMS and more. There’s no need for your guest to download an additional app to receive the PIN code.

STEP 4
Access property
As the PIN code is keyed into the respective igloohome device, the lock translates the PIN code into the desired action (e.g. Grant access once only).

How does an igloohome smart lock work without WiFi?

This is what happens:

You click 'Create PIN code' in our igloohome app, and key in the validity period of the access you want to grant (ie. the message).
Our app uses the 'formula' to translate the message into a PIN code.
You (or your guests) key the PIN code into our Igloohome smart digital lock.
Our lock uses the same 'formula' in reverse to translate the PIN code into the message.
The lock then acts upon the message, and grants access to you (or the guests) for the number of days you keyed in.
Voila! It's 'Open Sesame' in modern times.

Deadbolt

What is a Deadbolt 2S?

The world's slimmest smart Deadbolt. Sleeker and sharper than before, it's a winner in both features and style. Enjoy the convenience of 3 modes of entry: PIN code, Bluetooth Key via the igloohome app, and physical key.

How do I access my home if I lose my phone?

You can still access your home via PIN code or physical keys. Using another phone, access your igloohome account and change the password immediately. Otherwise, you can email us to remove your account on the server.

What do I do if I cannot pair my lock?

On the rare occasion that pairing is unsuccessful, here are some steps you can take:
1) Try with a different mobile device, using the same username and password.
2) Update your phone’s Operating System to the latest version.
3) Restart the Bluetooth and internet connection on your mobile device
4) Restart igloohome’s application on your mobile device.
5) Ensure that during pairing mode (after 2 beeps), the touchpad stays awake.
6) Switch to brand new batteries (Energizer)
7) Try using 3G instead of WiFi.
8) Ensure that the time sync on your phone is correct.

How do I know if someone has entered my house/property?

You can monitor activities of your lock via the Access logs. Go to Lock Info > Activity log (tap on the icon at the top right hand corner of the page).

Activities will be updated in real time when guests use a Bluetooth key for access. Owners will immediately receive notifications whenever a Bluetooth Key is used. PIN code entries, however, will only be updated when the owner uses the Bluetooth Key on the lock.

Why is the # sign flashing green?

The # sign will flash green when a Bluetooth signal is being registered with your Deadbolt 2S.

This may mean 3 things:
1) Someone is trying to Bluetooth Unlock from the igloohome app.
2) Someone is trying to pair with the lock from the igloohome app.
3) Someone is trying to connect with the Bluetooth ID of the lock from a normal Bluetooth screen.

What if my Deadbolt 2S runs out of battery?

Physical keys are provided with every igloohome lock which ensures that you will still be able to enter the house mechanically even if its batteries run out.

It is recommended to keep at least one key on you at all times for such situations. Alternatively, you can also use a 9V jump-start that gives the lock enough power for a PIN code unlock. (Energizer brand is recommended.)

How do I unlock my Deadbolt 2S via Bluetooth?

The method of unlocking via Bluetooth requires the Bluetooth and Location Services on your smartphone to be turned on, and for you to be within 1-2 metres from the lock.

Bluetooth Unlock

1. On the My Home page, click on the Unlock symbol next to the lock name. Press any key on your lock to unlock.
2. Go to the Lock Info page (via My Home by tapping on the lock name under your listing). Tap on ‘Unlock’ on the app. Press any key on your lock to unlock.

How does timed-relock work?

To activate and set the duration for timed-relock:

You can set a duration for timed-relock by entering * 2 1 # #

Compatibility:
Timed-relock works with all types of unlocking methods, as long as you have set the timer for the timed-relock. Your door will automatically lock after the programmed duration.

Deadbolt 2S will re-lock based on the programmed timing. For instances where door is opened, the bolt tongue will still protrude as it is programmed to.

To disable timed re-lock:
You can enter * 2 0 # # to disable timed re-lock.

How do I unlock and lock the door using Deadbolt 2S?

To unlock the door using Deadbolt 2S:
In factory mode, tap on the lock to wake it up, then key in * 1 2 3 4 5 6 7 8 9 0 # to unlock.

To lock the door using Deadbolt 2S:
You can either use the:
1) The timed re-lock feature (hyperlink this to the article on timed re-lock).
2) Manual lock by pressing on the "#" key for a long time.

Why does my lock unlock instead of lock when I press the # key?

The settings of the igloohome Deadbolt 2S might have been configured wrongly.

For Left handling (bolt tongue comes from left):
You will need to toggle the button at the back of the Front Assembly of the Deadbolt 2S to 'L'.

For Right Handling (bolt tongue comes from right):
You will need to toggle the button at the back of the Front Assembly of the Deadbolt 2S to 'R'.

I am unable to activate auto-unlock (for bolt only). What sound should I hear if I keyed in the sequence (as per the manual) correctly?

If the sequence is keyed in correctly, you should hear a long beep (about 1.5 seconds). If you do not hear this, try keying in the sequence again.

Do note that when you first touch the lock to ‘wake’ it up, do not press any numbers in particular as this would interfere with the sequence.

If you accidentally press a digit, press '#' to clear the keypad and then proceed to key in the sequence from the top.

What batteries are compatible with Deadbolt 2S?

Only Alkaline batteries are recommended for Deadbolt 2S. We do not recommend other types of batteries such as:

Rechargeable batteries:
We do not recommend using rechargeable batteries as they lose their charge with every recharge. This makes it difficult to give an accurate estimation of how long more they can last.

Heavy Duty/Eveready/Lithium batteries:
We do not recommend using these batteries as it will spoil the Deadbolt 2S more quickly.

My batteries have completely run out and I am locked outside my house. What can I do?

There are two solutions:

1) Physical Keys
Physical keys are provided together with every Deadbolt 2S which ensures that you will still be able to enter the house mechanically even if its batteries run out. It is strongly recommended to keep at least one spare key on you at all times for such situations.

2) 9V jumpstart
For Deadbolt 2S, there is an alternative solution, which would be to use the 9V jumpstart to provide the lock with enough power for a PIN code unlock.

To use this feature, you have to touch and hold the battery contacts against the 9V jumpstart pin on the lock until you hear a series of beeps.

While holding the 9V battery to the jumpstart, key in your PIN code on the keypad followed by ‘#’ to unlock.

How will Deadbolt 2S alert me when it is low on battery?

The keypad on Deadbolt 2S will have flickering lights to indicate that battery power is running low.

Alternatively, you can keep track of the status of your battery by tapping on the gear icon on the top right corner of the app after doing a Bluetooth key unlock to refresh the battery level on the app.

On average, how long do the batteries last?

Based on estimates, batteries normally last up to 9 months.

Alternatively, you can track the battery status via igloohome mobile app under "Lock Info".

After tapping on the gear icon on the top right corner of the app, you would be able to check on the battery percentage as well as battery life. This would be refreshed whenever Bluetooth Key is used to unlock the lock.

How do I replace batteries on my Deadbolt 2S?

There is a small button on the top of the back assembly. After pressing the button, the battery cover can be easily taken off to replace the batteries.

Will I be notified if someone enters my house/property?

Yes. You can monitor activities of your lock via the Access logs.

To access your activity logs:
Go to 'Home'
Tap on your Deadbolt 2S.
Tap on the 'Logs' to access the activity log (at the bottom right corner of the page).

Activities will be updated in real-time when guests uses a Bluetooth key to access, and owners will immediately receive notifications whenever a Bluetooth Key is used.

PIN code entries, however, will only be updated when the master uses the Bluetooth Key on the lock.

What are the preventative measures for hacking?

There are a few features on our lock that prevent hackers from gaining access to your property:
Advanced AES encryption and server side architecture are used for our software to ensure the highest level of security.
Every data connection between your mobile device and lock is encoded with a timestamp.
Every connection to transmit data is only valid at that time, and cannot be saved for future use.
The key to decrypt is unique to your user account, and also unique to your lock. Even if someone else's igloohome lock is hacked into, your lock will not be affected.
Bluetooth is a local area connection, so it is not possible for people to hack it remotely.
To prevent hackers from guessing your PIN code, igloohome locks also come with a Decoy PIN feature and a security lock-out mode.

If at any point in time you feel like your lock may have been hacked, you can always re-pair your lock to your account. This refreshes the highly secure AES key.

The Decoy PIN feature is built into the Deadbolt 2S and does not require activation. To use the Decoy PIN, simply key in up to 8 random digits before entering your PIN code.

What if someone tries to dismantle/pry open the Deadbolt 2S?

Each Deadbolt 2S has a tamper alarm function that will sound off when someone attempts to pry or dismantle the lock without permission.

How does Privacy Mode work?

Privacy Mode puts the Deadbolt 2S into a “Do not Disturb” mode, making it unresponsive to Bluetooth keys and PIN codes. This will prevent electronic entry from the outside.

To activate the Privacy Mode:
Privacy Mode will be triggered when the button beneath the thumb turn is pressed. It can only be activated from indoors.

Note: Please ensure your Deadbolt 2S is locked before enabling Privacy Mode.

To deactivate the Privacy Mode:
If you are inside your house:
Press the same button until you hear 2 short beeps.
It will automatically be deactivated when thumb turn is twisted to unlock from indoors.

If you are outside of your house:
Use your physical keys to unlock the Deadbolt 2S.

Can I monitor the entry activities of my guests?

This depends on the entry modes of your guests.

Bluetooth keys: Owners will be notified whenever a guest uses a Bluetooth key to unlock the lock.
PIN codes: Owners will not be notified whenever PIN code entries are used. Owners can only view the updated logs when someone uses the Bluetooth keys to unlock.

How do I prevent someone from guessing my PIN codes?

The possibility of such risk is minimal with:

Security lockout mode: Lock will go unresponsive for 5 minutes after 5 tries of invalid PIN codes.
Decoy PIN feature: Enter random digits before your actual pin-codes to confuse possible guesses.

How do I use the Decoy PIN feature?

The Decoy PIN feature is built into the Deadbolt 2S and does not require activation.

To use the Decoy PIN, simply key in up to 8 random digits before entering your PIN code.

I cannot find any answers to my issue. How do I contact customer support?

The igloohome support team can be reached at support@igloohome.co or +65 3159 1352.

I am an Airbnb host. How do I activate the synchronisation of my Deadbolt 2S with my Airbnb calendar?

Step 1: Connect to Airbnb account

Open the igloohome app
Menu (top left hand corner)
Tap on your profile picture (top left hand corner)
Tap ‘Connect with Airbnb’
Log into your Airbnb account

Step 2: Sync each Airbnb listing with your igloohome listing

Return to menu
Set Up Home
Select your product
Manage Homes
Select the igloohome listing which you want to sync with your Airbnb listing
Under ‘Connect Providers’, tap on Airbnb
Select the Airbnb listing you want to sync and tap ‘Confirm’

Step 3: Automate check-in for the listing you have synced

Now that the listings are synced, return to menu
Reservations
Refresh the page by dragging down
Select the igloohome listing that you have synced
Tap ‘Automate check-in’
Start free trial
Press OK

How is Deadbolt 2S different from Deadbolt 02?

With a sleeker and sharper look, Deadbolt 2S is the world's slimmest Smart Deadbolt. Functionality wise, it is similar to Deadbolt 02.

I have changed to a new phone. How do I keep my existing PIN numbers?

Using your new phone, you may log in with your registered email and password on the igloohome mobile app.

Important: Take note to log out from your old phone to prevent unauthorised access to your account.

I want to allow a trusted party to have admin control on my Deadbolt 2S too. What do I do?

A single igloohome Deadbolt 2S can only be paired to one account.

If you wish to allow the other party to perform admin control over the lock such as creating PIN codes, viewing access logs and more, you can share your account details (Log in ID and Password) with him/her.

Multiple users can be on the same igloohome account at once.

How do I wake the keypad?

Place a palm or finger over the keypad - it will light up when in close proximity/touching of the keypad.

Note: Do not worry if you accidentally press a key when trying to activate the keypad and proceed to key in your PIN code. Due to the presence of the decoy PIN function, the lock will be able to register the PIN correctly.

I have tried many times to pair but was unsuccessful. What do I do?

On the rare occasion that pairing is unsuccessful, here are some steps you can take:
1) Try using a different mobile device with the same username and password.
2) Update your phone’s Operating System to the latest version.
3) Restart the Bluetooth and internet connection on your mobile device.
4) Restart igloohome’s application on your mobile device.
5) Ensure that right before you remove one battery for pairing, the touchpad stays awake.
6) Ensure that during pairing mode (after 2 beeps), the touch pad stays awake.
7) Switch to brand new batteries.
8) Try using 3G instead of WiFi.
9) Ensure that the time sync on your phone is correct.

How do I pair Deadbolt 2S to my phone?

Before pairing, ensure that your lock has been properly installed with fresh batteries and that your phone has a strong Bluetooth and Internet connection (Internet connection is only needed during pairing).

In the app, go to "Set Up Home" on the side menu.
Select the lock model you wish to pair.

If this is your first time setting up a lock, select "Add New Lock to New Home". If you already have an existing Home listing, select "Add New Lock to Existing Home(s)".
Follow the instructions on the next page and press "Next".
Select your lock (commonly represented by a string of letters and numbers) to pair.

When the lock is successfully paired, a beep will emit from the lock, and a pop-up will appear on your phone with the message "Resetting Lock for new codes". The app will then prompt you to set up a new Home listing (if you have not already done so), or associate your newly-paired lock with an existing listing. You will also be required to name your lock.

How do I un-pair the Deadbolt 2S from my phone?

To remove the pairing from your lock to your phone, you will have to delete the lock from your igloohome app.

To delete your Deadbolt 2S:
1. Go to 'Configuration' in the side menu and tap on 'Manage Locks'
2. Select your igloohome product
3. Tap on the 'Delete Lock' button
4. Confirm the deletion

Why is my Deadbolt 2S not showing on my Home page even though it's been paired to my account?

If you paired our lock with an older version of the igloohome mobile app, you may find your lock missing from the app when you update to the new version. This is because the lock has not been associated with a home listing.

To associate your lock with a home listing:

If you already have a home listing,
1. Go to 'Configuration' and tap on 'Manage Locks'
2. Under 'Manage Locks', select your lock model and the lock you wish to associate
3. This will bring you to the Lock Info page.
4. On the bottom right corner of the Lock Info page, select the Settings icon, and select 'Edit Associated Homes'
5. You can choose the home listing you wish to associate your lock with.

If you do not have a home listing,
1. Go to 'Configuration' and tap on 'Manage Locks'
2. Add a 'Home' by clicking the '+' sign which will allow you to add a new home listing.
3. Fill in the necessary details and following which, you will be able to associate your lock to your home listing by referring to the steps above.

Why is there no lock showing on my Home page even though it's been paired to my account?

If you paired our lock with an older version of the igloohome mobile app, you may find your lock missing from the app when you update to the new version. This is because the lock has not been associated with a home listing.

To associate your lock with a home listing:

If you already have a home listing, all you need to do is to go to 'Set Up Home' > Select your lock model > 'Manage Locks'. Under 'Manage Locks', select the lock that you wish to associate, and this will bring you to the Lock Info page. On the top right corner of the Lock Info page, select the Settings icon, and select the home listing you wish to associate your lock with.

If you do not have a home listing, go to 'Set Up Home' > Select your lock model > 'Manage Homes'. Click on the '+' icon, which will allow you to add a new home listing. Following which, you will be able to associate your lock to your home listing.

I'm locked out. What can I do?

To unlock the smart lock from the outside, you may either:

1. Use a PIN (Master, Ad hoc, Decoy) code, followed by '#'.
2. Use a Bluetooth Key (Master or Guest).
3. Use a key card/sticker (Smart Mortise only).
4. Use a physical key.

Alternatively, you may wish to engage a locksmith.

How do I unlock the Deadbolt S2?

To unlock the Smart Deadbolt from the outside, you may either:

1. Use a PIN (Master, Ad hoc, Decoy) code, followed by '#'.
2. Use a Bluetooth Key (Master or Guest).
3. Use a physical key.

Mortise

What is the igloohome Smart Mortise?

Superior security and cutting-edge technology now comes in a premium form - the igloohome Smart Mortise lock. Manufactured in the best factories in South Korea, it is outstanding in quality, and comes packed with smart features. Enjoy the convenience of 4 modes of entry: PIN code, RFID access card, Bluetooth Key via the igloohome app, and physical key.

How do I unlock/lock the igloohome Smart Mortise?

To unlock the Smart Mortise from the outside, you may either:
1. Use a PIN (Master, Ad hoc, Decoy) code, followed by '#'.
2. Use a Bluetooth Key (Master or Guest).
3. Use a key card/sticker.
4. Use a physical key.

To unlock the Smart Mortise from the inside, you may either:
1. Use the handle (opening the handle from the inside automatically unlocks the door).
2. Use the thumbturn.
3. Use the Open/Close button

To lock the Smart Mortise from the outside, you may either:
1. Set Sensor and/or Timer Re-lock for automatic locking.
2. Press and hold the '#' (manual mode).
3. Use a physical key

To lock the Smart Mortise from the inside, you may either:

set Sensor and/or Timer Re-lock for automatic locking
use the thumbturn (manual mode)
use the Open/Close button (manual mode)

How do I activate/deactivate Sensor and Timer Re-lock on the Mortise?

To enable Sensor Re-lock, tap on the lock and enter *22##.

This will enable your Mortise to lock automatically when it senses that the door is closed.

To enable Timer Re-lock, tap on the lock and enter *20##<5-120 seconds>#.

This will enable your Mortise to lock automatically after the set time. If you have both Sensor and Timer Re-lock enabled, Sensor Re-lock will take priority (i.e. the Mortise will not lock after the Timer is up when the door is open).

To disable Sensor Re-lock, tap on the keypad and enter *23##.

If you disable Sensor Re-lock, and Timer Re-lock is enabled, the Mortise will lock regardless of whether the door is open or closed.

To disable Timer Re-lock, tap on the keypad and enter *21##.

If you disable Timer Re-lock, and Sensor Re-lock is enabled, the Mortise will lock when the door is closed.

See below for Mortise lock behaviour under different combinations of re-lock status:

Sensor Re-lock Enabled
Sensor Re-lock Disabled
Timer Re-lock Enabled

Mortise will lock upon door closure.
Should the door be kept open after Timer is up, door will not lock until door is closed.
Should door be kept closed after unlocking, door will auto-lock after Timer is up.

Mortise will lock when Timer is up, regardless of whether door is open or closed.

Timer Re-lock Disabled
Mortise will lock upon door closure.
Should door be kept closed after unlocking, door will not auto-lock.

Manual lock mode:
Door will not re-lock automatically.

Note: By default, Sensor and Timer (60 seconds) Re-lock are enabled. If you wish to lock the door manually, you will have to disable both Re-lock Modes.

If I am inside the house, can I still unlock the door using the Bluetooth key?

If you are in close distance of the smart lock (eg. within an approx 10-metre radius), you can easily tap 'Unlock' from the igloohome app, put your hand over the touchscreen of the lock to activate it, and the smart lock will unlock accordingly.

Does Sensor Re-lock/Timer Re-lock work with all types of unlocking method?

By default, Sensor and Timer (60 seconds) Re-lock are enabled. This combination ensures that the Mortise will always lock after unlocking, regardless of whether the door has been opened or kept closed.

We recommend that both Re-lock are kept activated. To customise the behaviour of the Mortise, it is possible to disable one or both types of Re-lock.

See below for Mortise lock behaviour under different combinations of re-lock status:

Sensor Re-lock Enabled
Sensor Re-lock Disabled
Timer Re-lock Enabled

Mortise will lock upon door closure.

Should the door be kept open after Timer is up, door will not lock until the door is closed.

Should the door be kept closed after unlocking, the door will auto-lock after Timer is up.

Mortise will lock when Timer is up, regardless of whether door is open or closed.

Timer Re-lock Disabled

Mortise will lock upon door closure.

Should the door be kept closed after unlocking, door will not auto-lock.

Manual lock mode:
The Door will not re-lock automatically.

How do I unlock my door if I accidentally locked it before pairing?

To unlock your igloohome smart lock while it is in the factory mode, tap on the lock to wake it up, then key in * 1 2 3 4 5 6 7 8 9 0 # to unlock.

Why is my lock not locking?

If your Mortise is not locking, it may be due to the following:

Sensor/Timer Re-lock is disabled
The door sensor on the Mortise and door frame magnet are misaligned
Low battery or wrong batteries used

If you have disabled all Re-lock Modes, you can lock the door with '#' key on the Mortise from outside the door, and Open/Close or Thumbturn from inside the door.

How do I change the volume of the Mortise?

To adjust the volume:

* 3 0 # # <3 to increase volume/6 to decrease volume> #

During the volume setting, you may press 3 or 6 repeatedly to get your desired volume, before exiting the menu with '#' on the keypad.

To mute, decrease the volume to minimum. Keypad will blink on mute to indicate key press.

Note: If the volume does not change further then that is the maximum or minimum. There are 5 volume levels, excluding the muted volume.

How do I use the Decoy PIN feature on igloohome Smart Mortise?

You may key in up to 16 digits, including your PIN code, followed by # to unlock. The decoy digits may be before and/or after the PIN.

For example, if your PIN code is 1234567, you may use the following as Decoy:

0001234567 #
1234567000 #
0001234567000 #

How do I deactivate Keypad Lockout Mode?

Keypad Lockout Mode can be deactivated by one of the following:

Deactivate from inside of door

Press the Open/Close button
Turn the Thumbturn to unlock
Open the Mortise with the handle

Deactivate from outside of door

Bluetooth Unlock
Unlock with physical key
Deactivate without unlocking door

If you wish to deactivate Keypad Lockout Mode without unlocking the door, press and hold the Open/Close button until you hear a series of beeps.

What is the Fire Detection Alarm?

When the sensor on the inside of the door detects a temperature between 50˚C - 70˚C for a sustained period of time, the door will unlock automatically with a loud alarm sound to allow you to exit.

To disable fire detection alarm, remove one battery.

What happens when Keypad Lockout Mode is activated?

Keypad Lockout Mode disables the Mortise keypad making it unresponsive to PIN Codes and Key Cards.

Note: Master and guest Bluetooth Keys will still be able to unlock the Mortise.

What if someone tries to dismantle/pry open the lock?

Each lock is secured with a Tamper alarm. When the front assembly of the mortise is removed from the back, or if the cable connecting the front and back of the Mortise is cut, the lock will sound.

How do I activate Keypad Lockout Mode? (Smart Mortise)

To activate Keypad Lockout mode, press and hold the Open/Close button until you hear a series of beeps.

In this mode, the keypad will flash with numbers and "Close" when it is pressed, but will not register any numbers.

The keypad lockout mode will prevent any PIN code or key card from being used, however any other methods of unlocking will be able to unlock and disable the Keypad Lockout, including Bluetooth Key, physical key, Open/Close button, Thumbturn, and Handle (from the inside).

Note: Keypad Lockout mode can only be enabled when the Mortise is locked

How do I unlock with key cards/key stickers?

After adding your key card/sticker to the Mortise, unlock by tapping your key card/sticker on the Card icon on the Mortise lock.

Note: The key sticker will not work if affixed to a device that has its own NFC ID e.g. iPhone, as the NFC signal of the device will interfere with the key card/sticker.

How do I delete RFID cards?

There are 2 methods of deleting RFID cards:

Delete card by tapping on lock
Tap on the lock and enter *41##<4 digit security pin>#Tap card#

Delete card by inputting card ID
Tap on the lock and enter *42##<4 digit security pin>##

How many key cards/ key stickers can I add to the Smart Mortise?

A total of 16 key cards/key stickers can be added.

I have changed the names of the NFC cards, but do not see the name reflected in Activity Logs when I update logs. Why is this so?

In the current version of the app, this feature is not available. It will be available in the 1.7.0 app version.

My batteries have completely run out and I am locked outside my house. What can I do?

The Mortise comes with a 9V jumpstart feature which allows you to power up the lock with a 9V battery. You will have to touch the 9V battery contacts to the 9V jumpstart (2 silver plates) at the front of the lock. There will be a beeping sound indicating that the lock is powered, and you may key in your PIN code to enter.

Should you be unable to acquire a 9V battery, physical keys are provided with every igloohome lock to unlock your Mortise mechanically. It is recommended to keep at least one key on you at all times for such situations.

How will the lock alert me when it is low on battery?

When battery power is low (about 20%), the igloohome Mortise will flash a red low battery indicator when the keypad is lit. Please change your batteries as soon as possible when it is low in battery.

You can also check the status of your battery via the app.

Note: If the lock's battery power is completely out, it may not respond at all. In this case, use a 9V battery to jumpstart the lock.

When do I need to change the batteries for my Smart Mortise?

Batteries should last up to 1 year based on moderate usage.

However, should you receive a low battery warning from the lock, please change to a new set of batteries as soon as possible.

How do I replace batteries on my lock?

Slide up the battery cover on the back of the lock and replace all four batteries. Please ensure they are AA alkaline batteries.

Note: Do not use: Non-alkaline, Eveready, Super Heavy Duty, or rechargeable batteries.

Can I use rechargeable batteries?

We do not recommend using rechargeable batteries as they lose their charge with every recharge. This makes it difficult to give an accurate estimation of how long more they can last.

What kind of batteries can I use?

Please only use AA-sized alkaline batteries.



Note: Do not use: Non-alkaline, Super Heavy Duty, Eveready, or rechargeable batteries.

Why is an alarm sounding when I try to lock the door?

If you hear an alarm sounding twice, it is possible that the door has not been closed fully, and the Mortise is unable to lock properly. Try again but if the warning sound continues, it signals to reinstall or adjust the position of the door lock.

Padlock

What is a Padlock?

Built with versatility in mind, it is the most flexible padlock that allows for time-sensitive access. The igloohome Smart Padlock gives you flexibility when convenient access control is needed, and it’s jam-packed with security features so you can always be at ease.

How to use the smart Padlock on my grille?

If cannot install Deadbolt or Mortise on grille but you can use a smart Igloohome Padlock.

Keybox

What is a Keybox 2?

The igloohome Keybox 2 comes with a compartment that is spacious enough to hold up to 6 physical keys or 7 keycards. This means that you can include the essentials for your guest - a house key, SIM card, transport card and more. Designed for rental hosts and home, property or business owners and car sharing needs.

What material is the Keybox 2 made of?

The Keybox 2 body is made of zinc alloy, and is reinforced with steel to prevent break-ins. The Keybox loop is made of steel, with a silicon rubber casing.

What is the IP rating of the igloohome Keybox 2?

It is rated as IP54.

What is the warranty period of the Keybox 2?

igloohome provides a 1-year product warranty on the Keybox 2. This covers mechanical and electronics defects. The product warranty period ends 1 year from the invoice date.

What happens if I lose my smartphone?

If you lose your smartphone, you can use another phone to log in to your account, delete your lock from the current account, and pair it to a new account. Following which, contact us immediately to disable your old igloohome account. Once it is disabled, anyone who picks up your phone will not be able to access any functions on the app. We also recommend that you use Android Manager or Find My iPhone to remotely lock your phone.

How do I delete/un-pair my Keybox 2 from my account?

This must be done in Bluetooth range of the Keybox 2 with Bluetooth and Internet connection.

1) Tap on the menu icon on the top left-hand corner of the app
2) Tap on 'Set Up Home'
3) Select your Keybox
4) Tap on 'Manage Locks'
5) At the 'List of Locks', tap on the rubbish bin icon, then tap the red 'minus' logo beside your Keybox 02 name.

How do I unlock/lock the Keybox 2?

To unlock the Keybox 2, use:

1) PIN code
To unlock with PIN code, tap the keypad on the Keybox 2, and key in your PIN code.

2) Bluetooth Key
You may unlock with Master Bluetooth Key or Guest Bluetooth Key.

To lock the Keybox 2,

1) Simply close the Keybox and it will auto-lock after 1 second.

How do I install my Keybox 2?

The Keybox 2 is portable and does not require door installation. The design of the Keybox allows it to be secured onto door handles, railings, or mounted onto the wall (4 screw holes at the back).

To secure it to door handles or gates/railings, use the key provided with your Keybox to unlock the shackle, shackle it on, and lock the shackle with the key.

To secure it to a wall, drill 4 holes corresponding to the holes on the back of the Keybox. Insert the screw anchors into the 4 drilled holes, and mount with the provided screws.

We advise that the Keybox be secured in a sheltered area. It is splash-resistant with IP65 certification but is not waterproof. Please note that our warranty does not cover water damage.

Note: The physical key provided with the Keybox is meant for the shackle only and does not unlock the Keybox.

Where should I place my Keybox 2?

We advise that the Keybox 2 be secured in a sheltered area. It is splash-resistant with IP54 certification but is not waterproof.

What kind of batteries can I use?

Please only use AAA alkaline batteries.

If you are located in a temperate country, you may wish to use lithium batteries. However, do note that the battery status may not reflect correctly on the app as lithium batteries lose their charge quickly at the end of their lifespan.

IMPORTANT: Do not use Heavy Duty, Eveready, or rechargeable batteries.

How do I know if the batteries for my Keybox 2 are running low?

When the battery life is below 20%, the LED light on the touchscreen changes to red breathing light instead of the usual steady blue light.

You can also check the status of your battery on the app.

My batteries have completely run out and I am locked out of my Keybox 2. What can I do?

The Keybox 2 has a 9V jump-start at the bottom of the front panel. Holding a 9V battery to the jump-start will provide sufficient power to allow you to key in your PIN to unlock the Keybox 2.

What temperatures can the Keybox 2 function under?

The Keybox has been tested for use in -40°C up to 65°C.

What security features does the Keybox 2 have?

Decoy PIN code

The Decoy PIN code feature allows you to key in up to 8 decoy digits before your actual PIN code to deter guessing of your PIN code.

Automatic Re-lock

If Keybox 2 is unlocked but remains unopened for 60 seconds, it will automatically re-lock.

Security Lock-out Mode

If 16 incorrect digits are keyed into the igloohome Keybox 2 for 5 consecutive times, it will freeze and not accept any more PIN codes for the next 5 minutes. This is to deter unwanted guessing of PIN codes.

How do I insert the batteries for my Keybox 2?

To replace the batteries for Keybox 2:

Unlock the Keybox 2, locate the battery cover behind the front panel, unscrew the battery cap and remove it. Replace with 4 AAA batteries, close the battery cover and screw it back.

Do I need a strong internet connection or Bluetooth connection during pairing?

Yes, your phone requires a strong internet and Bluetooth connection during pairing with your Keybox 2 to ensure a smooth pairing process. The Keybox 2 itself does not need an internet connection.

Is the Keybox 2 waterproof?

No, the Keybox is IP65 certified, which means that it is splash-resistant but is not water-proof. Therefore, please do not install your Keybox where it is exposed to these elements.

Please note that our warranty does not cover water damage.

I have keyed in the correct PIN and/or tried to use Bluetooth Unlock, but the Keybox 2 does not open. What do I do?

If the correct PIN was used, and/or if a Bluetooth Unlock was successful but you are unable to open your Keybox 2, it may be because the Keybox 2 was not closed properly, causing the latch to jam. In this situation, please shut the Keybox 2 tightly and try to unlock it again.

If you are still unable to unlock your Keybox 2, please contact us at support@igloohome.co with a video of your issue for further support.

I'm trying to test my Keybox 2 but it doesn't unlock. What can I do?

Test with PIN code

Ensure that:
1) You have entered the correct PIN code.
2) Each key is being registered with a beep.
3) If the PIN codes are not working, enter the PIN code followed by the 'Unlock' logo on the keypad and then do a Bluetooth Unlock to update the access logs. If your access logs are showing different numbers to the PIN that you keyed in, it may be a keypad issue. In this case, kindly contact support@igloohome.co for assistance.

Test with Bluetooth Unlock

Ensure that:
1) You have an active and stable Internet and Bluetooth connection on your phone.
2) Test with Factory PIN.
3) If your lock has not been paired, the PIN code 1234 will unlock the Keybox 2.

If this still does not work, please contact us at support@igloohome.co.

I am having problems with my Keybox 2 and my questions cannot be found here. What can I do?

For assistance with your igloohome product, please drop us an email at support@igloohome.co.

Mobile App

Do I need internet and Bluetooth on my phone during pairing?

Yes, your phone requires a stable internet connection (ideally mobile data) and Bluetooth while pairing your igloohome lock to ensure a smooth pairing process.

How many locks can be paired with one device?

A single igloohome account (email address) can be used to pair with an unlimited number of locks.

You may wish to organise your locks with home listings should you have multiple locks in multiple properties.

What is a Bluetooth Key?

A Bluetooth key allows you to unlock the igloohome Smart Lock with your smartphone via Bluetooth.

How close do I have to be for the door to Bluetooth Unlock?

You will need to touch the lock's keypad in order for Bluetooth Unlock to work. The required range is 1 to 2 metres.

Does Bluetooth Unlock drain my phone's battery?

Bluetooth only uses more battery power when there is an active connection. In the case of Bluetooth Unlock, an active connection is only needed at the point of unlocking the door.

Any tips on how to create Bluetooth Key?

You may create a Bluetooth Key for another account on the igloohome app, or share master account access.

Depending on the use-case, you may wish to:
1) Create different keys for individual family members - this means that each family member will have their own igloohome account tied to a different Bluetooth Key. This allows you to track Bluetooth Key entry by individual accounts.
2) Create the same key for all family members - this means that one Bluetooth Key will be shared with a family igloohome account which is shared among family members. This is easier to set up as there are fewer accounts and keys to create. However, the owner will only be able to track entry by the family account and not the individual.
3) Share owner's account details (for Master Bluetooth Unlock). This does not require creation of additional Bluetooth Keys. However, family members will have admin control over the lock as well.

Why do I have to place my palm over the igloohome smart lock for it to Bluetooth Unlock?

The igloohome smart lock is usually on sleep mode to prolong battery life. Placing your palm on the lock will wake it up and prepare it for Bluetooth Unlock.

On newer models such as the Keybox, Deadbolt 2S, and Mortise, you can do a Basic Unlock without having to touch the keypad. However, it may take a longer time for the lock to detect the Bluetooth signal. For the best unlocking experience, we recommend waking the keypad up before you unlock with Bluetooth.

Will I get logged out of the igloohome app after a period of time?

No, it remains logged in until you log out.

What languages are available on the igloohome mobile app?

The igloohome mobile app is currently available in English, Chinese, and Japanese.

How many people can use the same igloohome account?

One account can be shared across multiple devices. However, be careful of who you share your account with - it is akin to giving someone total access to your lock.

If I change the password on one account, does it revoke access to other users of the same account?

Yes, changing the password on your account will log other users out of the account after 2 hours.

If I change any setting on one account, is the change reflected to other users of the same account?

Yes, it is reflected when they refresh the app.

What if I forget my igloohome account password?

When you first try to log in, there is a 'Forget Password' option that allows you to reset your password.

How do I change the email address I use with the lock?

Step 1: While in the account with the old email address, delete your lock from the account.

Step 2: Create a new account with the new email that you want to use.

Step 3: Pair your lock with the new account, and you're done!

* For information on how to pair your lock, you can refer to http://bit.ly/iglookeyboxmanual (Keybox), http://bit.ly/igloobolt02Manual (Deadbolt 02) and http://bit.ly/iglooboltManual (Deadbolt 01)

I've just changed/lost my phone. How do I access the account that I have on my old phone that is connected to my lock?

Your igloohome account is not connected to the phone in any way, and the only thing that you will need to access the old account with is the email (you used to sign up with) and the password. There is no need to create a new account. To ensure that your account does not get compromised, you may wish to change your account password after logging in on your new phone.

In the event that your lock cannot be unlocked with your new phone, you may wish to send in an email to support@igloohome.co with your Phone Model, Phone Operating System (OS) & Lock Model. This will allow us to assist you better.

What are the features on the igloohome mobile app?

The igloohome mobile app allows the user to:

1) Pair and manage various locks in various home listings
2) Perform Bluetooth Unlock
3) Generate and manage PIN codes
4) Change Master PIN code
5) Check lock battery status (refreshes with Bluetooth or PIN unlock)
6) Create and share Bluetooth Keys
7) View Activity logs (supported models only)
8) Delete and reset the lock

Where can I download the igloohome mobile app?

The igloohome mobile app is available on the App Store for iPhone users, and on the Google Play store for Android users.

Do I need to pay for the igloohome mobile app?

The igloohome mobile app is free to download and use.

Airbnb hosts may wish to subscribe for auto-PIN code generation for guests at US$4.99* per month, but this is entirely optional.

Does the igloohome app work on all Android and iOS phones?

The app works best with iOS10.3 and Android 7.1.1 (for most Android phones). We do not actively support iOS8 and earlier versions, or Android 4.4 and earlier versions. If your phone is running on such versions, please contact us at info@igloohome.co and we can arrange for a testing session at our office to see if it is compatible with our smart lock.

Please note that phone models tested were sold in Singapore. If your phone model was purchased from another country, it may not be supported as well.

For the list of compatible phone models, visit http://bit.ly/iglooCompatiblePhoneModels.

Note: Please ensure that you have a compatible phone before purchasing an igloohome product. igloohome will not be responsible for troubleshooting phones not included in the list.

How do I Bluetooth Unlock from the app's Home page?

To Bluetooth Unlock from the Home page, tap on the Bluetooth Unlock icon next to your lock name.

Note: Ensure that your Bluetooth and Internet connection are turned on.

How do I add to/remove a lock from favourites in the app Home?

To add a lock to favourites, swipe left on the lock name and tap on the heart icon that appears. Your lock will be added to the top of the home page.

To remove a lock from favourites, swipe left on the lock name and tap on the heart icon that appears. Your lock will be removed from the favourites list.

How do I hide/display the locks in a home listing?

To hide the locks in a home listing, click on the '-' icon next to the home listing name.

To show locks in a home listing, click on '+' next to the home listing name.

How do I disconnect an igloohome home listing from an Airbnb listing?

Our current version of the app is unable to support this feature, but we are planning to release this feature in future versions of the app.

At the moment, should you wish to disconnect the igloohome home listing from the Airbnb listing, kindly email support@igloohome.co with your igloohome account email address, as well as the Airbnb listing you wish to disconnect.

How do I send an Early Check-in email?

In the current version of the app, hosts are able to send an Early Check-in email, but this does not change the start and end date/time of the PIN code. We are planning to include this feature in future versions of the app.

To send an Early Check-in email to your guest:
1) Under Reservations menu
2) Select listing that is associated to the Airbnb listing
3) Select Reservation name
4) Early Check-in

An email will immediately be sent to your guest with the PIN code which starts from the indicated check-in time.

Note: This feature only allows the host to send the PIN code email earlier, but does not affect the PIN code duration.

How do I connect an igloohome home listing to an Airbnb listing?

Before you connect an igloohome listing to Airbnb listing, you will need to activate Airbnb Connect.

If you have yet to connect any listings:
1) Reservations Menu
2) "Connect A Listing"
3) Select a home to connect
4) Select the Airbnb listing to connect > Confirm
5) Start plan/trial > Done > Automate Check-in

If you have more than 1 Airbnb listing, and wish to connect another:
1) Reservations Menu
2) Click on the "+"
3) Select a home to connect
4) Select the Airbnb listing to connect > Confirm
5) Start plan/trial > Done > Automate Check-in

Note: One (1) Airbnb listing can only be connected to one (1) igloohome home listing.

How do I view reservations under my Airbnb listing?

On the app,

Under Reservations menu > Select listing that is associated to the Airbnb listing

Tapping on the reservation name will bring you to the Reservation Details.

Under Reservations menu > Select listing that is associated to the Airbnb listing > Select Reservation name

The share feature is only available after the PIN code for the reservation has been generated (i.e. 1 hour before the check-in time, or if the Early Check-in email was sent).

To check for reservation details,

Under Reservations menu > Select listing that is associated to the Airbnb listing > Select Reservation name

Depending on the status of the reservation, you may either trigger Early Check-in or Share the reservation details.

How do I view the PIN codes that have been generated for my guest?

There are 2 ways to view the PIN codes for your Airbnb guests:

1) Under Reservations menu > Select listing that is associated to the Airbnb listing > Select Reservation name > Tap on '+' next to Access Methods

2) Under Home > Select Lock name > PIN tab > Airbnb Connect PINs > Tap on ******** to view PIN code

How do I contact support via the igloohome app?

Should you require any assistance with your igloohome product, you may go to Support menu on the app.

How do I check my igloohome app version?

To check your igloohome app version, go to Support Menu on the igloohome app. The app version is shown at the bottom of the page.

How do I log in to the igloohome app?

When you first download the igloohome app, or after you log out, you will see the login page.

Tap on Login to enter your login details.

How do I reset my igloohome account password?

If you have forgotten your password, tap on Login > Forgot Password.

An email will be sent to you with the password reset instructions.

How do I register for an igloohome account?

Before you register, you will need the igloohome app installed on your smartphone.

On the Login page, click on Register. After registration, you will receive an email with the activation link for your account.

How do I change the language from the login page?

On the login page, tap on the Language icon to change the language.

How do I create and share a Bluetooth Key?

In order to create and share/accept Bluetooth Keys, ensure that you have a working Internet connection.

To create a Bluetooth Key:
1) Go to the Bluetooth Key tab
2) Tap on the '+' icon.
3) Enter the details required for the Bluetooth Key and tap on 'Create Key'.

To share a Bluetooth Key via QR code:
1) Visitor should have downloaded the igloohome mobile app on their phone and registered for an account.
2) On the visitor's phone, go to Visits menu.
3) Tap on the QR code scanning icon and scan the QR code on owner's phone.

Note: QR code is shown right after Bluetooth Key creation, and can later be accessed by tapping on the Bluetooth Key listing under the Bluetooth Key tab.

To share a Bluetooth Key via external messaging apps:
1) Visitor should have downloaded the igloohome mobile app and registered for a new account.
2) After Bluetooth Key has been created, tap on 'Share Key', or
On the Bluetooth Key tab, tap on the Bluetooth Key listing and 'Share Key'. Or on the Bluetooth Key tab, tap on '...' and 'Share'.
3) Visitor will then access the URL in the message and add the Bluetooth Key to their account.

Note: Any costs from the usage of external messaging apps to share and receive Bluetooth Keys are not covered by igloohome.

To view Bluetooth Keys that have been created and shared, go to Under Lock Info > Bluetooth Key Tab (3rd icon on bottom tray).

How do I remove/delete a shared Bluetooth Key?

Shared Bluetooth Keys can only be revoked on the owner's account.

To revoke a Bluetooth Key, select '...' next to the Bluetooth Key to be removed, and select 'Revoke'.

Is there a limit to the number of Bluetooth Keys that I can generate?

No. There are no limits!

Feel free to share them with your close friends and family to allow them easy access into your home.

Can I disable igloohome app push notifications?

At the moment, it is not possible to do so from the app itself, but you may disable app notifications from your phone settings.

iPhone:
1) Open your Settings app.
2) Tap Notification Center on the left-hand side of your screen.
3) Swipe up until you see a list of your apps.
4) Find the app you want to turn off notifications for, and tap it.

Android:
1) Go to Settings > Apps.
2) Tap the app you want to stop notifications for.
3) Under notifications, select the setting.

Are there igloohome app push notifications when someone enters my house/property?

In-app notifications are available for any Bluetooth Key activities. These will be sent in real-time when guests use Bluetooth Key to access. Owners will immediately receive notifications whenever a Bluetooth Key is used.

However, PIN code and key card entries will only be updated when the owner uses the Bluetooth Key on the lock.

You can monitor activities of your lock via the Access logs. Go to Lock Info > Activity log (tap on the icon at the top right-hand corner of the page).

Note: Key card access logs are only available for the Mortise lock.

I'm a guest. How do I unlock with my Bluetooth Key?

To use a Bluetooth Key that was shared with you, click on the green circle icon next to your Bluetooth Key when you are within Bluetooth range of the lock.

I'm a guest. How do I view the validity of the Bluetooth Key?

From the Visits menu, tap on the "Valid Now" button under the Bluetooth key.

How do I show/hide the Bluetooth Key under the Visits menu?

To show the Bluetooth Key, tap on the '+' sign next to the home listing name.

To hide the Bluetooth Key, tap on the '-' sign next to the home listing name.

I'm a guest. Why is the Bluetooth Key missing from the Visits menu?

If you no longer see your Bluetooth Key, it may have expired, or the owner may have revoked your access.

I'm a guest. How do I add a Bluetooth Key by scanning the QR code?

Under Visits menu, tap on the icon next to "Scan QR code to add key". Following which, scan the QR code for your Bluetooth Key on the owner's phone.

How do I change my password/name/phone number for my igloohome account?

To change your password:

Under Account Settings menu > Tap on the Edit icon next to Change Password > Enter and Submit

Note: If there are any other devices logged in to the same account, they will be logged out within 2 hours of password change.

To change your name:

Under Account Settings menu > Tap on the Edit icon next to the account name > Edit and Submit

To change your phone number:

Under Account Settings menu > Tap on the Edit icon next to the phone number > Edit and Submit

How do I change the language/vibration feedback for the igloohome app?

To change the language:

Under Account Settings menu > Tapon the icon next to Language > Select language

To change the vibration feedback:

Under Account Settings menu > Tap on the toggle next to Vibration Feedback

How do I view FAQ in the app?

Under the FAQ menu, select the product you wish to view FAQ for.

How do I log out of the igloohome app?

To log out, select Logout from the side menu.

How do I add a new lock/home listing to my igloohome account?

To add a new lock:
1) Under Configuration menu
2) Add Lock > Select your product
3) Follow the instructions on the app to pair
4) Name your lock > Associate to listing

To add a new home listing:
Under Configuration menu > Add Home > Enter Name and Select City > Submit

Note: In order to ensure that PIN codes work correctly, select the city that the lock is located in.

How do I view and manage home listings?

Under Configuration menu > Manage Homes

If you wish to edit your house listing names,

Under Configuration menu > Manage Homes > Select Home listing > Tap on the Edit icon next to Home listing name

How do I change the region of a home listing?

Under Configuration menu > Manage Homes > Select Home listing > Tap on the Edit icon next to Region name

How do I change the check-in and check-out time for an Airbnb listing?

Under Configuration menu > Manage Homes > Select your home listing > Change the check-in time.

Important:
By default, the check-in time is determined by your Airbnb listing.
The new check-in time on the app will not sync with the check-in time on Airbnb listing, and vice versa.
Please note that the new check-in time will apply to future and new reservations.

How do I connect an igloohome listing to an Airbnb listing?

Under Configuration menu > Manage Homes > Select home listing > Under Connect providers, select Airbnb > Select Airbnb listing > Confirm

How do I delete/view and manage locks?

To manage your locks:
Under Configuration menu > Manage Locks

To delete a lock:
Under Configuration menu > Manage Locks > Delete > Select Lock to delete

Important: The smartphone needs to have an active Internet connection and be within Bluetooth range of the lock in order to delete.

Note: For the Deadbolt 1 and Latch models, deleting the lock will not reset it to factory settings. For all other models, deleting the lock will reset the lock to factory settings.

How do I delete a home listing?

Under Configuration menu > Manage Homes > Delete icon > Select the home listing to delete

Note: Home listings cannot be deleted if there are associated locks. Users will have to change the association of locks to remove them from the listing.

How do I change the name of the Airbnb listing name in the email that is sent to my Airbnb guest?

To change the name,

1) Select your igloohome product
2) Go to 'Manage Homes'. Under 'Manage Homes', tap on the home listing you wish to edit.
3) Swipe left on the home listing name under 'Listing Name (Guest View)' and select 'Edit'.
4) Under Configuration menu > Manage Homes
5) Select home listing you wish to edit > Tap on the Edit icon next to Airbnb Listing Name

Note: This does not change the listing name on Airbnb website.

How do I view my Lock Status?

From Home > Select Lock Name > Tap on Status icon (4th icon on bottom tray)

How can I check on the app when the batteries are due to be changed?

To view the battery status, go to Status tab on the app.

How do I keep the battery status on the app updated?

You may update logs from the Status tab.

How do I update logs from Status tab?

Under Status tab, tap on Update > Update Logs

Note: You must be within 1 to 2 metres of the lock, with an active Bluetooth and Internet connection.

How do I sync lock time?

Under Status tab, tap on Update > Sync time

Note: You must be within 1 to 2metres of the lock, with an active Bluetooth and Internet connection.

How do I change the associated homes for a lock?

Under the Status tab > Edit associated homes > Select homes to associate > Confirm

Note: In the current app version, it is not possible to remove a lock from a home listing that is connected to Airbnb Connect. Should you wish to remove a lock from an Airbnb Connect home listing, kindly write in to support@igloohome.co.

How do I add/view/delete key cards/key stickers (for Smart Mortise only)?

Under Status Tab > Edit Key Cards > Add > Follow steps on app screen > Done

To view them,
Under Status tab > Edit Key cards

To delete them,
Under Status tab > Edit Key cards > Delete > Follow the steps to delete > Done

Note: The Smart Mortise supports up to 16 key cards. If you are using non-compatible key cards or key stickers, they may not register properly.

How do I edit the name for key cards/key stickers (for Smart Mortise only)?

Under Status tab > Edit Key cards > Tap on the Edit icon next to the card name

Note: When key cards are first added, they will appear as NFC followed by an increasing number. This order follows the order in which the key cards were added. If you are unsure of the NFC number that the user is holding on to, you may wish to unlock with their keycard, and Update Logs to see their NFC card number.

How do I reset PIN codes?

In the event that you have accidentally given access to an unwelcomed guest, or have used up all 285 available PIN codes (for older models), you can reset your lock via Status tab > "Clear PIN list".

If the lock has been successfully reset, you will no longer be able to use any generated PIN codes. However, the Master PIN will still be valid.

How do I unlock with Bluetooth Master Key from Lock Info page? (Basic Unlock)

Home > Select Lock name > Click on green circle

Note: Bluetooth Unlock will only work with active Bluetooth and Internet connection, within 1 to 2 metres of the lock. Trying to Bluetooth Unlock more than 5 times in 30 seconds will cause the lock to timeout.

How do I access Lock Info page on the igloohome app?

If you have 1 lock paired to your account, the Lock Info page is shown by default.

If you have more than 1 lock paired to your account, go to Home > Select Lock name.

To edit your lock name from Lock Info page,

On the lock info page, tap on the Edit button next to the lock name. After you have edited the name, tap anywhere else on the screen to save the edit.

How do I view/filter/update activity logs?

To view your activity logs,
From Lock Info page > Tap on the icon on the top right corner

To filter activity logs,
Under Activity logs > Filter > Select Filter > Set Filters

Currently, you may set filters for Bluetooth Unlock, PIN, Key Card, Pairing, and Reset activities.

To update access logs,
Under Activity Logs > Update Logs

Note: Update logs will only work within a 1- to 2-metre range of the lock, with an active Internet and Bluetooth connection.

What do access logs on the igloohome mobile app show?

Access logs on the igloohome mobile app show the successful unlocks (via PIN codes or Bluetooth Keys), with the date and time of the unlocking.

Note: Access logs for PIN codes are updated with any Bluetooth Unlock, as well as when the Update logs function is used.

How do I remove/delete a shared Bluetooth Key?

Shared Bluetooth Keys can only be revoked on the owner's account.

To revoke a Bluetooth Key, select '...' next to the Bluetooth Key to be removed, and select 'Revoke'.

What is a Master PIN code?

A Master PIN code, as the name suggests, allows master access to the lock. This means that the Master PIN code will always be able to unlock the igloohome smart lock that was paired to the user account.

Where can I view my Master PIN code?

The Master PIN code can be viewed on the igloohome mobile app.

On the app:
1) Select the lock on the Home screen and tap on "Lock Info".
2) On the Lock Info Page, tap on the PIN tab (second tab on the bottom tray).
3) Tap on "Master PIN" to show the Master PIN.

Can the Master PIN code be shorter?

Yes, the minimum number of digits required in a Master PIN code is 7.

Does the Master PIN code expire?

No, the Master PIN code is a permanent PIN.

How do I use a PIN code to unlock the Smart Lock latch?

To unlock your igloohome smart latch lock:

1) Tap on the lock to wake it up.
2. Key in your PIN code, followed by the key sign.

How do I create PIN codes?

PIN codes can be generated on the app in 2 ways:
1) On the Home screen, tap on the lock name and select either One Time, Permanent or Duration PIN.
2) On the Lock Info page, go to the PIN tab (second icon on the bottom tray), tap on the "Add" icon, and select your desired PIN code type.

How do I allow others to unlock Smart Lock latch using a PIN code?

To allow others to use a PIN code, you may wish to generate a PIN code for them, depending on the type of access you wish to grant them. This PIN code may then be shared through the app by tapping on '...' next to the PIN code and selecting 'Share'.

How do I reset PIN codes?

In the event that you have accidentally given access to an unwelcomed guest, or have used up all 285 available PIN codes, you can reset your lock via your Lock Info page in the Status tab (fourth icon on bottom tray) by selecting "Clear PIN list".

If the lock has been successfully reset, a pop-up will appear with the message "Resetting Lock for new codes", followed by a notification that your lock has been reset successfully.

Do note that once you reset, any previously generated PIN codes will become invalid. However, your Master PIN stays the same.

Why are old PIN codes that have been used still reflected under Lock Info?

As our iglooLock works offline, the status of PIN codes will not be updated. As such, all custom PIN codes that have been generated will be reflected under Lock Info, even after they have been used and de-activated. Do delete old PIN codes regularly so that your Lock Info page is not cluttered.

How do I create and share a Bluetooth Key?

In order to create and share/accept Bluetooth Keys, ensure that you have a working Internet connection.

To create a Bluetooth Key:
1) Go to the Lock Info page, and click on the Bluetooth Key tab (third icon on bottom tray).
2) Tap on the '+' icon.
3) Enter the details required for the Bluetooth Key and tap on 'Create Key'.

To share a Bluetooth Key via QR code:
1) Visitor should have downloaded the igloohome mobile app on their phone and registered for an account.
2) On visitor's phone, go to 'Visits' (on the side menu).
3) Tap on the QR code scanning icon and scan the QR code on owner's phone.

Note: QR code is shown right after Bluetooth Key creation, and can later be accessed by clicking on the Bluetooth Key listing on the Bluetooth Key tab.

To share a Bluetooth Key via external messaging apps:
1) Visitor should have downloaded the igloohome mobile app and registered for a new account.
2) After Bluetooth Key has been created, tap on 'Share Key'. Or on the Bluetooth Key tab, tap on the Bluetooth Key listing and 'Share Key'. Alternatively, on the Bluetooth Key tab, tap on '...' and 'Share'.
3) Visitor will then access the URL in the message and add the Bluetooth Key to their account.

Note: Any costs from the usage of external messaging apps to share and receive Bluetooth Keys are not covered by igloohome.

How do I change the Master PIN code?

On the app:
1) Select the lock on the Home screen and tap on 'Lock Info'.
2) On the Lock Info Page, tap on the PIN tab (second tab on the bottom tray).
3) Tap on 'Master PIN', followed by the 'Edit' icon. Key in the new PIN twice and press any key on the lock.

Can I create more than 1 Master PIN code?

No, each lock can only have 1 Master PIN. However, if you would like to allow another person to have owner access and authority for the app, you may share your account login credentials with them. Multiple users can log in with the same username/password on their own smartphones on the igloohome app.

How do I change/customise PIN codes?

The Master PIN can be changed on the igloohome app under the Lock Info page. As this is done over Bluetooth, you have to be within Bluetooth range to change the Master PIN.

For Duration and Permanent PINs, the PIN can be changed to a 6-digit PIN of your (or your guest's) choice by entering *1 0 (key)(key)(key)(key), following which, a long beep from the lock will indicate that the PIN has been successfully changed. The PIN change can only be done after the PIN has been entered on the lock at least once.

Why can't I generate PIN codes?

igloohome smart locks allow for a maximum of 285 PIN code generations.

When you receive an error message when trying to generate PIN codes, you may have generated the maximum number of PIN codes available. In order to generate more PINs, you will have to reset your PIN codes.

Instructions to reset PIN codes are available here.

Do note that any previously generated PIN codes will become invalid, but the Master PIN code will remain the same.

* For users who have not generated the maximum number of PIN codes, you may have to do a re-pairing of the lock to the newest version of the app. This may be due to either:
1) The lock was paired to an older version of the app (and thus unable to generate PINs in the new app); or
2) The server was unresponsive although pairing was marked as successful.

How do I delete a PIN code?

To delete a PIN code from PIN list view, tap the '...' button next to the PIN code and select 'Remove from List'.

Important: Deleting a PIN code from the app does not delete it from the lock. Any previously generated PIN codes will still be active until the lock has been reset.

What is the distance/range at which the Bluetooth will work?

Bluetooth usually work within 15-30 feet or 5-10 metres.

What is Airbnb Connect?

Airbnb Connect automates the generation of PIN codes for your Airbnb guests. This saves you the time taken to create PIN codes manually.

Here's how it works:
1) A guest makes an approved booking on your Airbnb calendar.
2) At 1 hour before the check-in time, a PIN code is sent via email to the guest's Airbnb email address (with the Airbnb host in CC). 3) The PIN code needs to be activated within 24 hours of the check-in time and date.
4) The PIN code is only valid for the duration of the guest's approved duration of stay. After check-out time on their last day, the PIN code expires automatically.

Note: Check-in time is determined by the Airbnb listing when it is first connected. The check-in time can be changed on the igloohome app itself (instructions here), but will only apply to reservations confirmed after the change.

How do I de-activate Airbnb Connect?

To de-activate Airbnb Connect:
1) Go to Menu
2) Account Settings
3) Disconnect Airbnb

Afterwards,
1) Login to https://www.airbnb.com/host
2) Click on your profile (the one with your photo on the upper right corner)
3) Account Settings > Connected Apps > igloohome App > Remove App

How do I connect 1 igloohome lock to multiple Airbnb listings?

If you have 1 lock that you need to connect to multiple Airbnb listings, you will have to add the lock to each home listing on the igloohome app.

For instance, there is 1 apartment with 1 Main door lock and 2 Room locks. There are 2 Airbnb listings, one for each room. In order to set up Airbnb connect for these listings:
1) Create 1 Home listing for each Airbnb listing
2) Connect the Home listing to the Airbnb listing
3) Associate all applicable locks to the Home listing

In this example, under the Home listing "Room 1 Locks", the following locks should be associated:
Main Door
Room 1 Garden View

By doing so, guests who make a new reservation under "Room with Garden View (5 minutes walk from town area" will receive PIN codes for Main Door and Room 1 Garden View locks.

How many igloohome home listings can be associated with my Airbnb listing?

Only 1 igloohome home listing can be associated with 1 Airbnb home listing and vice versa.

However, multiple locks can be associated to 1 igloohome/Airbnb listing.

Why are my reservations not appearing on the igoohome app?

For reservations to be successfully shown on the igloohome app, the Airbnb account that you have used to connect to the home listing must be a Host account and not a Co-host account.

If your Airbnb Connect trial/plan has expired, please contact us here for assistance.

Why am I receiving emails from igloohome regarding check-in? (For Airbnb guests)

You are receiving emails because your host is subscribed to our Airbnb Connect service for automated check-in.

Rest assured your data (eg. email) is protected and we have no access to it. The emails that you are receiving are automated and sent to your Airbnb guest email which is encrypted.

We wish you a pleasant stay!

Can the PIN code(s) for Airbnb reservations be sent to more than 1 person?

If the Airbnb listing has been connected to our Airbnb Connect service, the PIN code(s) can only be sent to the email of the guest who made the Airbnb reservation. Should you wish to share the PIN code with fellow guests, you may forward the PIN code email to them.

Can I send the PIN code email to my Airbnb guest earlier?

Yes, our app is able to allow the PIN email to be sent earlier, but this does not affect the PIN start time.

Proceed to Menu > Reservations > Click on the desired reservation > Send PIN email now

Will it be possible to send the PIN code to my guest via SMS or via Airbnb message service?

Currently, Airbnb Connect service can only automatically send PIN codes to Airbnb guests via email.

We understand that many guests wish to receive PIN code via SMS as they may not have connection to the internet while travelling and will not be able to receive their PIN codes. While we are unable to support this feature for now, we are considering it as a feature to include in the future.

If you wish to send a PIN code to a guest via SMS, you may wish to do so manually, or send them the PIN code email earlier.

We are unable to send PIN codes via Airbnb message service, as we do not have access to this feature.

Am I able to customise the content of the automated email that igloohome sends to my Airbnb guest?

Currently, the automated email uses a standard template and is not customisable.

Customisation of the automated email is likely to be a premium paid feature of the Airbnb Connect service in the future.

Do I need to reply to the auto-generated emails from igloohome?

No, replies to the auto-generated emails from igloohome go to a do-not-reply email.

Airbnb guests should contact their hosts directly should they have any queries regarding the reservation.

A guest has requested for early check-in. What can I do?

If you would like to check-in your guest earlier, you can generate a new duration PIN code, and send it to your guest. Please note that duration PINs need to be activated within 24 hours of start date and time.

To change the check-in time for new reservations, follow these steps.

Hosts may also send the PIN email more than 1 hour before check-in, but this does not affect the PIN duration.

When are the PIN codes sent to my Airbnb guests after I activate Airbnb Connect?

At 1 hour before the check-in time indicated on your igloohome listing, a PIN code is sent via email to the guest's Airbnb email address (with the Airbnb host in CC). The PIN code needs to be activated within 24 hours of the check-in time and date.

If you would like to send the check-in email earlier, follow these steps.

Note: Check-in time is determined by the Airbnb listing when it is first connected. The check-in time can be changed on the igloohome app itself (instructions here), but will only apply to reservations confirmed after the change.

How do I change the check-in time for my guests on the app?

On the igloohome app:

Under Configuration menu > Manage Homes > Select your home listing > Change the check in time.

Important: By default, the check-in time is determined by your Airbnb listing. The new check-in time on the app will not sync with the check-in time on Airbnb listing, and vice versa. Please note that the new check-in time will apply to future and new reservations.

How do I activate Airbnb Connect?

Step 1: Connect to Airbnb account

Open the igloohome app > Menu > Account Settings > 'Connect with Airbnb' button > Log into your Airbnb account

Step 2: Sync each Airbnb listing with your igloohome listing

Menu > Configuration > Manage Homes > Select the igloohome listing to connect > Under 'Connect Providers', tap on Airbnb > Select the Airbnb listing you want to sync and click 'Confirm'

Step 3: Automate check-in for the listing you have synced

Now that the listings are synced, return to Menu > Reservations > Refresh the page by pulling down > Select the igloohome listing that you have synced > tap 'Automate check-in' > Start free trial > OK

Note: Airbnb Connect is currently under free trial until further notice. Once the beta testing phase is over, it will be chargeable at USD4.99 per lock per month.

Can I Airbnb Connect to a listing that I am a co-host on?

Unfortunately, Airbnb Connect does not support integration for listings where you are a Co-host. You will need to be the Host of the Airbnb listing in order to use this feature.

Can I connect 2 different Airbnb Host accounts to different home listings in my igloohome account?

As an igloohome account can only be connected to 1 Airbnb host account, it is not possible to connect 2 at the same time.

However, it is possible to connect the 2 Airbnb Host accounts to separate igloohome accounts. Here's how:

1) For each Airbnb host account, an igloohome account needs to be created
2) Pair the locks (on app: Configuration > Add Lock) for each Airbnb account into their respective igloohome account
3) Activate Airbnb Connect on both igloohome accounts to connect the Airbnb accounts to the igloohome account

Wrong account connected to Airbnb.

There are three things that we need to do:

1) Launch Safari or Google Chrome on your mobile device > go to www.airbnb.com > tap on the Airbnb logo > Logout

2) Go to Account Settings > Disconnect Airbnb

3) Go to Account Settings > Connect with Airbnb > Enter the Airbnb account you wish to associate with the lock

Installation

If I am still unsure of whether the lock can be installed on my door, who should I contact?

If you need help with determining if the igloohome smart lock can be installed on your door, you can drop us an email at installation@igloohome.co.

Be sure to attach clear photos of your door from the front, side and back, as well as the measurement of the width of your door in mm.

Can I install the igloohome smart lock as an additional lock on my door?

Yes, it is possible.

Can I replace an existing door lock with the igloohome smart lock?

Depending on the type of lock you currently have on your door, it may be possible to replace your existing lock with an igloohome smart lock. In the scenario that we are unable to do a replacement, the igloohome smart lock will be installed above your current lock (for Deadbolt models).

Can I install the igloohome smart lock outdoors?

We do not advise installing the igloohome smart lock in an area where it will be subject to harsh or wet weather conditions. The igloohome SmartLock is water-resistant and is IP54 certified, but it is not waterproof.

Note: Water damage is not covered by our warranty.

Is there a version of the lock that is suitable for left-handed doors?

All igloohome SmartLock models are able to support both left and right-handling doors.

Can I install on a glass door?

We recommend to install igloohome smart locks on wooden doors. We are currently unable to install on metal doors, glass doors, sliding doors and gates.

However, you may wish to take a look at our Smart Keybox 2 which is able to store your physical keys, and can be shackled to a gate or mounted on a wall.

Note: If you aren't sure whether your door is compatible with our locks, do submit your queries here.

Is there a deadline for installations?

The installation date has to be scheduled within 6 months of purchase.

What doors can the igloohome smart lock be installed on?

We recommend to install igloohome smart locks on wooden doors. We are currently unable to install on metal/security doors, glass doors, sliding doors and gates.

For different lock models, there are different door specifications required for, which can be found at www.igloohome.co/support.

Is the igloohome smart lock suitable for my door?

Each igloohome smart lock model has different door requirements. We recommend to install igloohome smart locks on wooden doors.
We are currently unable to install on: metal doors, glass doors, sliding doors and gates.

However, you may wish to take a look at our Smart Keybox 2 which is able to store your physical keys, and can be shackled to a gate or mounted on a wall.

If you need more help with deciding on the model suitable for your door, feel free to drop us an email at installation@igloohome.co with pictures of your door lock from the front and side, as well as the width of your door (in mm).

When will my igloohome smart lock be installed after purchase?

The installation is dependent on the number of available slots for your installation location, but a good estimate would be 1-2 weeks after purchase.

Upon placing your order on our store, you will be given a link to schedule your installation with our authorised installer.

Installations can be scheduled between the availability of cutomers and installers, subject to management permission.

Any locks purchased from igloohome that are not installed by our authorised installer will not be eligible for free installation, and igloohome will not be responsible for any fees incurred from engaging an external installation service.

For locks purchased from resellers, the installation scheduling process is dependent on the reseller.

How long does it take for installation?

The installation will take about 1-2 hours.

How much is installation cost?

The cost of installation is RM150 for Deadbolt and RM200 for Mortise which usually are included in the selling price. Padlock and Keybox do not require installation.

How do I contact the installer?

The list of installers are available on our website, smartsecuritysolutions.co. The assigned installer will contact you after you purchase a lock either online or through a dealer.

How do I install the smart lock?

Please seek a professional installer for the installation. We discourage DIY as it may affect the warranty provided by the manufacturer. You may find out list of installers on our website.

How do I install on a two-leaf door?

To install on a double door, you will need a strong top and bottom stopper on 2nd leaf and a 38mm or 40mm thick door.

Warranty

If I purchased a smart lock from a reseller, who should I approach for warranty issues?

You should approach your reseller for warranty issues and claims.

I have purchased the igloohome smart lock but now have changed my mind. Can I get a refund?

We only entertain cancellations before delivery and installation of the locks. We may charge an administrative fee to process refunds.

How can I get a refund?

If you have purchased from Smart Security Solutions Sdn Bhd, drop us an email at info@smartsecuritysolutions.co.

If you have purchased from our resellers, kindly contact your reseller for a refund.

Does the igloohome smart lock come with warranty?

The warranty period is for up to 2 years, and covers all products purchased from the official Smart Security Solutions Sdn Bhd online store and its authorised resellers.

Warranty will cover the following:
1st year - Parts and related service fees
2nd year - Parts only. Customer shall be responsible for any service fee incurred.

The warranty period commences from the date of receipt of goods. During the warranty period, Smart Security Solutions Sdn Bhd will provide without charge the costs of shipping and/or replacement parts necessary to repair or replace the product specified in the original invoice due to defects or manufacturing faults subject to the terms and conditions.

Troubleshooting

Why do I get an error message when I try to pair my lock?

If the lock has not been successfully paired, an error message will appear. Take note of the error message.

There are a few reasons why you might face an error during the pairing process:
1)The Bluetooth signal on your phone is unstable. In this case, switch the Bluetooth off and on, and attempt to pair again.
2) The internet connection on your phone is unstable. If you are connected to Wi-Fi, and your Wi-Fi signal is intermittent, consider using mobile data instead. Switch your data connection off and on, and attempt to pair again.
3) The OS on your Android device or iPhone has not been updated to the newest version. If possible, try to use another device to initiate pairing.
4) The app may be unresponsive. Restart the app and attempt to pair again.
5) The lock may not have been set to pairing mode. For the Deadbolt, two beeps will sound indicating that it is in pairing mode. For the Latch, four beeps will sound indicating that it is in pairing mode.
6) The batteries in the lock may be old and require changing.

If you continue to face problems with pairing your lock to your phone, feel free to contact us via https://www.igloohome.co/support/.

I have tried many times to pair but was unsuccessful. What do I do?

On the rare occasion that pairing is unsuccessful, here are some steps you can take:
1) Try with a different mobile device, using the same username and password.
2) Update your phone’s Operating System to the latest version.
3) Restart the Bluetooth and internet connection on your mobile device.
4) Restart igloohome’s application on your mobile device.
5) Switch to brand new batteries.
6) Try using 3G instead of WiFi.
7) Ensure that the time on your phone is correct.
8) Turn on the Location Services on your mobile device.

Why is there no lock showing on my home page even though it's been paired to my account?

If you paired our lock with an older version of the igloohome mobile app, you may find your lock missing from the app when you update to the new version. This is because the lock has not been associated with a home listing.

To associate your lock with a home listing:

If you already have a home listing, all you need to do is to go to 'Configuration' > 'Manage Locks'. Under 'Manage Locks', select the lock to associate and follow these steps to associate your lock to a home listing.

If you do not have a home listing, go to 'Configuration' > 'Manage Homes'. Tap on the '+' icon, which will allow you to add a new home listing. Following which, go to 'Configuration' > 'Manage Locks'. Under 'Manage Locks', select the lock to associate and follow these steps to associate your lock to a home listing.

I'm receiving the ‘error' message when I try to do something on the app. What can I do?

Close the app, open it and resume whatever you were trying to do. If this does not work, feel free to contact us via https://www.igloohome.co/support/ for assistance.

Why isn't my Bluetooth unlock working?

There are a few reasons why Bluetooth unlock does not work

1) You are not within the range of the lock for it to detect your phone's Bluetooth signal. Ensure your phone is near the lock when attempting to unlock.
2) The Bluetooth signal is weak or intermittent. Switch your Bluetooth off and on, and attempt to unlock again.
3) The app is not responsive. Stop and restart the app on your phone and attempt to Bluetooth unlock again.
4) The battery level on the lock is low. Gain access to your property through other means (9V Jumpstart or Physical Key) and change new batteries.
5) Ensure that your Location Services is turned on.

If you continue facing issues with Bluetooth unlock, feel free to contact us via https://www.igloohome.co/support/

Why is the touchpad unresponsive?

There are a few reasons why the touchpad may be unresponsive:

1) You may have activated security lockout mode. This happens when a PIN code has been incorrectly entered 5 times. The igloohome smart lock's touchpad will become unresponsive for 5 minutes, but you will still be able to unlock with Bluetooth or physical key.
2) The battery level might be low. Change to new batteries and attempt to use the touchpad again.
3) The lock may have been installed incorrectly. If you purchased from our online store, you may contact us via https://www.igloohome.co/support/. If you purchased from our resellers, do contact them regarding your issue.

Why can't I generate a permanent PIN code for my latch?

Earlier versions of the latch model do not support Permanent PIN generation. Alternatively, you may create a 180 day-long Duration PIN.

Contact us via https://www.igloohome.co/support/ if you're interested in getting an upgrade to our newest lock models.

Why doesn't my Master PIN code work?

The Master PIN will always work. If not, it is possible that it may have been changed by another account user. Refresh the Lock Info page by pulling the screen down to view the current Master PIN. The Master PIN code will not work if the battery level on the lock is low.

Why doesn't my One-Time or Duration PIN code work?

There are a few reasons for this:

1) The PIN code may have expired (for Duration and One-time PINs). You will have to generate a new PIN code.
2) The lock can only store 5 PINs at the same time on a first-in, first-out basis. If you already have 5 PIN codes generated (excluding the Master PIN), generating a 6th PIN will render the first generated PIN invalid.
3) The battery level may be low. Change to new batteries and attempt to PIN unlock again.
4) You may have activated security lockout mode. This happens when a PIN code has been incorrectly entered 5 times. The igloohome smart lock's touchpad will become unresponsive for 5 minutes, but you will still be able to unlock with Bluetooth or physical key.

In the scenario that you are still unable to access via PIN, you may choose to reset your PIN codes.

Why do I get an error message when I try to reset my PIN codes?

Resetting the PIN codes is similar to pairing your lock. You can refer to the FAQ "Why do I get an error message when I try to pair my lock?" to troubleshoot.

Is there a limit to how many Bluetooth Key I can generate?

No, there are no limits.

I am creating a duration PIN code, and when I click on the button 'Now', the time reflected is not accurate. Why is this so?

Duration PIN codes can be created to the nearest hour. When you click on the button 'Now', it automatically inserts the nearest hour for you.

Contact Us

Want to know more?

Feel free to drop us a message in regards to your concern or enquiry. We will gladly provide you with multiple services or solutions.

+60 10 - 2540 000

info@smartsecuritysolutions.co

No. 32-1, Jalan Wan Kadir 4
Taman Tun Dr Ismail
60000 Kuala Lumpur





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