Door lock won't open by hand

This happens to mine and I just installed it. If it’s locked via keypad/app it can only be unlocked that way, but when locked by hand, I can unlock it by hand. But for some reason when I entered the code to get inside it wasn’t working so I went to the app and it said “cant connect to smart lock” and wouldn’t let me unlock via app either. When I tried with my key it was so difficult to turn I couldn’t get it unlocked since it was locked via keypad when I left. Had to call someone so I could get inside my own house. Very annoyed 

This is happening to our lock as well.

They must have done a software update or something that’s making things wonky. I’ve noticed the lock will only unlock by hand if it was locked by hand. If it auto locks it can not be unlocked manually and only through the app. I’ve recalibrated and I’ve had an hardware replacement and the same issue occurs. I’ve found the fix is to stop the lock from automatically locking while the alarm is tuned off. When I use home mode or away mode the system arms and the door lock’s automatically. Once the system is turned off through either the keypad or the pin pad then the lock will unlock (you have to do this to not sound the alarm anyway) So for now, I will manually lock my door while home and the system is off and just use the lock for when the system is armed. But simply safe needs to fix this issue. For anyone having this issue and wanting to prevent being locked into your own home,  go into the app and select unlock in off mode and under auto-lock click un-enable. 

I am having the same issue..Simply Safe needs to find a solution to this! Simply unsafe!! Just had a long chat and they wanted me to recalibrate. It appears to be a mechanical issue! 

I have been having this very same issue. Long chat  with SS and they wanted me to recalibrate for something that appears to be a mechanical issue! Simply UNsafe!!

I am having the same issue and support told me it's the door lock. If the smart lock of not enabled the lock works fine, if I lock the door from the keypad, I cannot unlock it using the door key. so it's a smart lock issue for sure. 

Yes, it’s happening to me right now. I was on chat with them 2 days ago for an hour and a half and it hasn’t been resolved. The other problem when locking, the lock cycles to the lock position, then unlocks and cycles towards the lock position then stops midway and sticks. St time it takes 2 hands to turn it or I remove a battery for 5 seconds then replace battery. Sometimes it works sometimes it doesn’t.

for now I’ve disconnected it and use it like a regular mechanical lock. I believe this a software issue.

My door lock just jammed for at least the 4th time in the last 6 months! It’s been replaced once already. It happened right after I did their firmware update! Tech support couldn’t understand the problem—new people? Denied the problem. I’m so ready to uninstall and find a new company. I don’t have the time to spend at least an hour trying to fix it again and again and again! It’s not fixed even now. We are leaving our door open! Don’t let Simplisafe gaslight you!

I have 2 locks and currently don't use either as they are unreliable. The either lock and don't auto unlock or they lock solid to the point you have to take them off the door. Both are currently off the doors.  They are a great concept but they are crappy and wasted my money. I did the calibration with no results. Dont buy these if you want reliable locks.

Mine has done it off an on but now is stuck and the app won’t even work.  It connects just fine to the base station as well.