FAQ-English

If you would like to use our service, please contact us by telephone or in writing. We have created a questionnaire for you, which you can fill out in a few minutes, so we can get to know your preferences.

On the phone we can clarify further questions, among other things, which price model is for you, and then arrange a personal appointment if necessary to create super marketing photos of your apartment. By the way, these are free for you in most cities.

After you have commissioned us, we will create an individual advertisement and start marketing your apartment on the agreed days.

The process is simple. Once your listing is online, we will get inquiries for your apartment and edit them accordingly. In doing so, we make sure that we only select guests who are verified and also fit into your apartment. We coordinate your arrival and departure with your guests. Furthermore, we ensure that your apartment is professionally cleaned before arrival and after departure.

We need three keys for the apartment. One key is for our cleaning crew. The second key is for the guests and the third one stays with us for possible emergencies. Alternatively, our door locks, which can be operated remotely, are available, which can be managed by you or with your permission by us, via computer or smartphone.

Yes but only on the Lever version, Autolock is not an option with the Deadbolt lock.  The auto-locking function is setup as a schedule, this relocks the door between 15 and 25 seconds after opening via the keypad.

The Remotelock requires 4 x double AA (1.5V) batteries, (not included) You can check the remaining power level of the batteries in the smartCONNECT portal. How long they last depends on the WiFi update frequency, we call it the ‘Heartbeat’, which you can specify in the portal. You will receive email notification when the batteries need replacing.  DO NOT LET THE BATTERIES RUN OUT.

Either remove a battery and wait 15 seconds, then put the battery back in.

OR

on the keypad enter: PROGRAMMING CODE  0 0 4  Lockstate

Handing is reversible, works on both right and left handed doors.

The keypad is illuminated once a button is pressed.

As a rule No, generally UPVC doors utilise multi-point locking which is not compatible.

Yes you should definitely change the programming code, it has to be 8 digits in length. If you change the programming code via the keypad, it will not update the settings in the portal, however if you change the prog code in the portal then it will update the lock.

Email alerts can be sent to two recipients.

SMS alerts are not available for all German phone providers. However some carriers like O2 have an email to SMS gateway. You can then setup an email alert that gets delivered as an SMS message. Please check with your mobile phone provider. Provider surcharges may apply.

Yes the Remotelock comes with a standard 1 year electrical warranty. If you experience a problem after the lock is installed, contact Lockstate support who can test the lock remotely and advise accordingly.

Yes, see the installation instructions.

When you remove an existing nightlatch you will have a circular hole in the door. The kit contains an mdf drilling template that you can clamp/screw to the door which makes drilling the 54mm diameter hole easy. The kit also comes with a custom 4mm thick stainless steel strikeplate.

When you first insert the batteries the lock will broadcast a WiFi signal, it will show up as a WiFi network called ‘Remotelock’  You should then carry out the wifi provisioning process as per the installation instructions. The lock will continue to broadcast for approx 15 minutes, if no connection is made then it will stop broadcasting. If this happens you will need to reset the lock’s WiFi settings.

If the batteries drain very quickly, within 24 – 48 hours then check that the WiFi Update interval is not set to ‘Always On’  Change it to a longer interval.  If you do not provision the lock then it will continue to broadcast the Wi-Fi signal and typically the batteries will run out within a couple of days.

The 500i Remotelock is available as a deadbolt or a spring lever latch. Which lock should you choose depends on whether you are replacing an existing lock or fitting to a blank door. The important thing to note is that the deadbolt does not have a spring latch like a Yale style night latch. If you choose a deadbolt lock then we would always recommend that you have an existing handle and latch fitted to the door.  The door needs to be in the closed position before the deadbolt activates.   The Lever lock has a handle and a spring latch which means you do not require an existing handle.  If you are unsure then please get in touch first.

If your lock loses the WiFi signal, it will continue to work as normal. However the lock will not be able to connect to the portal and download any new codes or instructions until the WiFi is back up and working. The lock will continue to try and connect as per the Heartbeat schedule. In the lock settings you can request that you be sent an email when the Wi-Fi signal has dropped for an extended period of time.

If the batteries run out completely, you will need to use one of the 2 emergency override keys to open the lock from the outside. The keys can only used to ‘unlock’ the door, they will not ‘lock’ the door. Locking is performed by pressing the ‘Lock’ button or using the keypad. These actions require battery power. Keep the keys in a handy place just in case.

If you wish to manage the Remotelock online then a low monthly subscription is required to use the smartCONNECT cloud portal, the cost is determined by the number of wifi enabled products connected to the portal. Currently the portal is priced in US dollars. You can get more information here, but as a guide, one Remotelock costs from $11 per year, with email alerts costs just $15.99 per year.  The costs reduce as more products are added, for example 20 locks costs just $116.32 which works out at $5.81 per lock per year!

If you need to reset the lock’s WiFi signal you can do this by entering the following on the lock keypad:

PROGRAMMING CODE 000  LOCKSTATE

The lock will then re-broadcast the Wifi signal and you should then carry out the WiFi provisioning process as described in the Internet Setup Guide. Be sure to carry this out soon after.

The code can be 4-10 digits long.

The Remotelock is suitable for doors between 35mm to 54mm in thickness.

Both the deadbolt and spring latch are adjustable and can backset 60mm or 70mm.

Please email Lockstate: support@lockstate.com and they can connect to your lock and update the firmware if required.

The 500i will support up to 250 user codes

You can check the connection status by entering the following on the keypad:  PROGRAMMING CODE – 0 0 5 – LOCKSTATE     If the lock gives 2 green flashes it means that it is connected. 2 green followed by 3 red flashes means that it is not connected.

Yes but only on the Lever version, Autolock is not an option with the Deadbolt lock.  The auto-locking function is setup as a schedule, this relocks the door between 15 and 25 seconds after opening via the keypad.

Yes a strong signal is required. The Remotelock uses the 802.11B signal which transmits at a lower power, this is to conserve battery life. The lock will search for a WiFi signal on a regular basis depending on the heartbeat that has been chosen in the lock settings. During the lock provisioning process you will choose the wifi network, the signal strength will be represented by a green indicator bar. Once connected, in the portal the WiFi strength will be displayed as a percentage and needs to be above 25% otherwise the lock may not operate correctly. If below 25% then you will need to boost the signal accordingly. Poor WiFi signal can contribute towards rapid battery drain.

The Remotelock requires 4 x double AA (1.5V) batteries, (not included) You can check the remaining power level of the batteries in the smartCONNECT portal. How long they last depends on the WiFi update frequency, we call it the ‘Heartbeat’, which you can specify in the portal. You will receive email notification when the batteries need replacing.  DO NOT LET THE BATTERIES RUN OUT.

Yes, optional 12/24V external power supply. Optional relay switch connection input for local wired unlock functionality.

Handing is reversible, works on both right and left handed doors.

The keypad is illuminated once a button is pressed.

As a rule No, generally UPVC doors utilise multi-point locking which is not compatible.

Yes you can add an additional WiFi network by entering AP mode, see installation instructions

Yes you should definitely change the programming code, it has to be 8 digits in length. If you change the programming code via the keypad, it will not update the settings in the portal, however if you change the prog code in the portal then it will update the lock.

Yes, on the settings page for your lock, you will see a drop-down for the ‘WiFi Update Interval’. The default value is 20 minutes. If you want to see your lock respond immediately to commands from the portal, you can set this to ‘Always On’. Notice the trade off this drop-down shows between sleep interval and battery life. Once you have saved this setting on the portal, press a button on your lock so that it can receive this new setting. Then you can issue commands from the portal and see the lock react right away.

Make sure to set your lock back to an Update Interval such as 20 or 30 minutes so your batteries will last longer.

Email alerts can be sent to two recipients.

SMS alerts are not available for all German phone providers. However some carriers like O2 have an email to SMS gateway. You can then setup an email alert that gets delivered as an SMS message. Please check with your mobile phone provider. Provider surcharges may apply.

Yes, up to 20 different weekly access schedules can be stored on the lock with a Day-of-Week ID of 1-20. User schedules are in 5 minute resolution, 24hr clock “0000” – “2400”, events available for each day of the week.

Yes the Remotelock comes with a standard 1 year electrical warranty. If you experience a problem after the lock is installed, contact Lockstate support who can test the lock remotely and advise accordingly.

When you first insert the batteries the lock will broadcast a WiFi signal, it will show up as a WiFi network called ‘Remotelock’  You should then carry out the wifi provisioning process as per the installation instructions. The lock will continue to broadcast for approx 15 minutes, if no connection is made then it will stop broadcasting. If this happens you will need to reset the lock’s WiFi settings.

If the batteries drain very quickly, within 24 – 48 hours then check that the WiFi Update interval is not set to ‘Always On’  Change it to a longer interval.  If you do not provision the lock then it will continue to broadcast the Wi-Fi signal and typically the batteries will run out within a couple of days.

When awake, WiFi radios consume a fair bit of power from the batteries that power your lock. As such, during normal operation the WiFi radio goes to sleep for set intervals of time. We call this the HeartBeat Interval. When the WiFi radio is asleep, messages that you send from the web portal will not be received until the WiFi radio wakes up and connects to the internet. However, please note that anytime you press the keypad, the WiFi radio will wake up. So, if a user unlocks the door, this event will be reported immediately. Watch Heartbeat on YouTube 

If your lock loses the WiFi signal, it will continue to work as normal. However the lock will not be able to connect to the portal and download any new codes or instructions until the WiFi is back up and working. The lock will continue to try and connect as per the Heartbeat schedule. In the lock settings you can request that you be sent an email when the Wi-Fi signal has dropped for an extended period of time.

If the batteries run out completely, you will need to use one of the 2 emergency override keys to open the lock from the outside. The keys can only used to ‘unlock’ the door, they will not ‘lock’ the door. Locking is performed by pressing the ‘Lock’ button or using the keypad. These actions require battery power. Keep the keys in a handy place just in case.

You can either press the ‘Lock’ button on the inside or from the outside press the * (star) key twice

The Remotelock 6i is suitable for doors between 35mm to 50mm in thickness. Thicker doors can be used but will require a longer spindle. Request this from your local locksmith or contact a SiliconHaven sales representative for guidance.

If you wish to manage the Remotelock online then a low monthly subscription is required to use the smartCONNECT cloud portal, the cost is determined by the number of wifi enabled products connected to the portal. Currently the portal is priced in US dollars. You can get more information here, but as a guide, one Remotelock costs from $11 per year, with email alerts costs just $15.99 per year.  The costs reduce as more products are added, for example 20 locks costs just $116.32 which works out at $5.81 per lock per year!

If you need to reset the lock’s WiFi settings you can do this by entering the following on the lock keypad:

PROGRAMMING CODE #312#

The lock will then re-broadcast the Wifi signal and you should then carry out the WiFi provisioning process as described in the Internet Setup Guide.

The code can be 4-10 digits long.

Programming your lock can either been done through your online smartCONNECT account, or on the keypad of the lock. Several of the programming functions that are available online are not available via keypad programming (creating guest codes, schedules, alerts etc) However, common functions such as adding or deleting User Codes can also be done through keypad programming.

Both the deadbolt and spring latch are adjustable and can backset 60mm or 70mm.

Maximum of 1000 codes whether they are unlimited or guest codes. Codes must be between 4 and 10 digits in length.

In principle, it is also possible to rent out only a part of your flat. For example, offer only one room and leave your personal belongings in a lockable room. To make things easier, try our remote locks which you or with your permission, we can mange for you via computer or smartphone.

The guaranteed payout of your rental income, minus our service fee, will be paid out to you at the end of each month. With the percentage payout, you will receive an exact billing invoice at the end of the month and the revenue will be transferred to your account.

Generally, each furnished apartment is suitable for our requirements to offer it to the marketplace. The apartment should at best be fully and nicely equipped. The usual things used by travellers such as TV, WiFi Internet, fully equipped kitchen etc., should be available.

In principle, all income should be stated in your income tax declaration. In some cities, tourist tax and tourism tax are due. Terms, names and amounts vary. Please talk to your tax consultant.

The legal framework for short-term leasing is different in every city. In some cities, there is a so-called “Prohibition of the use change of property”. Please inform yourself beforehand which legal rules apply in your city and when a violation occurs. Furthermore, you should clarify whether a rental is compatible with your rental contract.

For convenience and ease of use, your guest can create their own code (Can be 3 – 5 Digits)
Step 1: On the keypad, hold the * key until green light is solid (About 2 seconds), then release.
Step 2: While green light is lit, enter:

10 digit Access Code    #    Your Own Code     #
Now you have programmed your own code into the lock. Next step is to unlock the door using the code you just created.

Very personal things, such as private documents and valuables, should be better removed from your home for reasons of prevention. A cellar, attic or safe are advisable places to store valuables away.

After each rental, your apartment will be checked by us for possible damages. Should we notice any damage, we will immediately contact the guest and the respective platform. In the event of a claim, we ask the deposited deposit in the first step. Damage can then also be borne by the personal liability insurance of the guest. In the event of damage exceeding the deposit claim, we will contact the relevant platform. Many platforms have a separate insurance, partly i.H.v. € 750,000.00, which takes effect in the event of damage. If a damage is caused by a cleaning power, the respective liability insurance of our service providers.

When selecting the guests, we ensure that the guests meet specific verification criteria (e.g. email, phone, Facebook, G +, photo and ID). Furthermore, in communicating with the guests, we ensure that corresponding expectations (for example, no party, appropriate behaviour towards other tenants) are clearly communicated. We also thoroughly review the guest reviews from other hosts. On the basis of our experience we have a good sense for guests, which we accept as well as for guests, which we do not trust your apartment. Basically, we leave only guests in your apartment, to whom we would trust our own apartment.