Frequently Asked Questions

Choosing and compatibility

What is a smart lock?

A smart lock is an electronic door lock that lets authorised people unlock a compatible door without relying only on a traditional key. Depending on the Grisoll model, entry may use a fingerprint, passcode, app, access card or mechanical backup key.

Which Grisoll smart lock fits my door?

Fit depends on your existing lock type, door material, door thickness, mortise or deadbolt dimensions, backset, handing and drilling pattern. Check the compatibility guide on the exact product page before ordering. If you are unsure, send Grisoll clear photos of the inside, outside and edge of your door, plus your measurements, before purchase.

Do Grisoll smart locks fit all European doors?

No. European doors use different lock bodies, cylinders, multipoint mechanisms and measurements. A Grisoll lock must match the requirements listed for that model. Do not assume a lock fits solely because your door is located in Europe.

Do Grisoll smart locks fit North American doors?

Some models may suit compatible North American door preparations, while others are designed for mortise-style or other door systems. Review the product-specific compatibility requirements and measurements before ordering.

How do I measure my door before ordering?

Use the measurement guide on the product page. Check door thickness, the existing lock type, backset, centre-to-centre handle and cylinder positions where relevant, and the dimensions of the mortise body or bore holes.

Measure in millimetres and compare every result with the product specification.

What is a mortise lock and why does it matter?

A mortise lock has a lock body installed inside a pocket in the edge of the door. Its dimensions, including backset and faceplate size, are important for compatibility. A smart lock designed for a mortise door is not automatically a replacement for a deadbolt or cylinder-based setup.

What is a backset?

Backset is the horizontal distance from the edge of the door to the centre of the key cylinder, spindle or lock mechanism, depending on the lock type. The required backset is listed in each compatible Grisoll product specification. Measure carefully before ordering.

Installation and setup

Can I install a Grisoll smart lock myself?

Installation difficulty varies by model and your existing door hardware. Some compatible replacements can be installed with basic tools, while mortise changes, drilling, electrical work or changes to multipoint mechanisms may require a qualified locksmith or installer. Follow the model-specific manual and do not force parts into place.

Do I need to remove my existing lock?

This depends on the Grisoll model and your door. Some installations replace existing hardware; others use a compatible mortise body or door preparation. Read the product page and installation guide before removing any hardware.

Will I need to drill new holes in my door?

Not always. Whether drilling is needed depends on the model and your current hardware. Check the supplied drilling template and door-preparation requirements before purchase. If your door is fire-rated, security-rated, rented or covered by a warranty, seek approval from the relevant owner, installer or manufacturer first.

Can I install a smart lock on a rental property?

Possibly, but obtain the landlord or property manager's permission before changing door hardware. Confirm that the selected lock is compatible and that installation will not damage the door, compromise a fire door, affect a warranty or breach tenancy rules.

Can I keep using a physical key?

Many smart-lock models include or support a mechanical backup key, but this varies by product and installation. Check the product page for the exact model. Keep backup keys in a secure, accessible location and do not leave them in an insecure hiding place.

Access, guests and app control

How can I unlock my Grisoll smart lock?

Available methods vary by model. Compatible Grisoll locks may support fingerprint recognition, passcodes, app control, cards or fobs, and a mechanical backup key. Refer to the product page and manual for the methods supported by your selected model.

Does fingerprint unlocking work reliably?

Fingerprint performance depends on correct registration, clean and dry hands, sensor condition and the individual user.

Register more than one finger per frequent user where the manual allows, use the same finger angle during registration and keep the sensor clean. Always set up an authorised backup entry method.

What should I do if the fingerprint reader does not recognise me?

Clean and dry the sensor and your finger, then try the fingerprint using the same placement used during registration.

Add an alternative finger if supported. Use an authorised code, app or mechanical backup key if needed. If the issue continues, follow the model-specific troubleshooting steps or contact Grisoll support.

Can I create separate passcodes for different people?

Where supported by the selected model or app, you can create individual passcodes for household members and temporary codes for guests or service providers. Check the model's access-management features, including code limits, scheduling and remote-management requirements.

Can I create temporary access for guests, cleaners or deliveries?

Many smart locks support temporary or time-limited access through codes or app-based permissions, but availability varies by model and connection setup. Create access only for people you trust, set an end date where supported and remove access when it is no longer needed.

Can children or older family members use a smart lock?

Yes, when the entry method suits the person and household. A fingerprint, personal code, card or physical backup key can be easier than carrying keys for some users. Ensure each person knows the backup method and emergency plan, and do not rely on one access method alone.

Can I control the lock from my phone?

App control depends on the model and connection type. Some functions work locally through Bluetooth, while control from away from home may require Wi-Fi, a bridge or gateway, an internet connection and compatible app settings. Check the exact product page before purchase.

Can I unlock my door remotely?

Remote unlocking is model- and setup-specific. If your lock requires a bridge, gateway or Wi-Fi connection for remote control, that accessory and an internet connection must be configured first. Review the product page and app instructions before relying on remote access.

Does a smart lock work without Wi-Fi?

Many smart locks continue to perform local functions without Wi-Fi, such as fingerprint, keypad, card, key or Bluetooth entry, depending on the model. Remote functions, notifications and some app features may not work without an internet connection or required gateway.

Does a smart lock work during an internet outage?

Local access methods may continue to work, depending on the model. Remote control, real-time notifications and cloud-based features may be unavailable until the internet connection is restored. Set up at least one local backup method before you need it.

Can multiple people use the same smart lock?

Yes, where supported by the selected model. Add each household member as an individual authorised user whenever possible rather than sharing one code. This makes it easier to update or remove access when circumstances change.

Can I see who unlocked the door?

Access-history and activity-log features vary by model, app, connection type and privacy settings. Check the product page for your lock's supported history and notification functions. Use access data responsibly and comply with local privacy and employment rules.

Battery, power and connectivity

What happens if the batteries run low?

Most smart locks provide low-battery warnings through the lock, app or both, depending on the model. Replace or recharge batteries promptly after a warning. Keep an approved backup entry method available and do not wait for the battery to become fully depleted.

What happens if the batteries run out?

Emergency options vary by model and may include a mechanical key, an external emergency-power port or another documented method. Check your model's manual now, not during an emergency. Keep backup keys accessible and use only the approved battery or emergency-power method.

How long do smart-lock batteries last?

Battery life varies by model, battery type, weather, signal conditions, usage frequency, motor load and connected features. Use the product page and manual as the primary reference, and treat stated battery life as an estimate rather than a guarantee.

Which batteries should I use?

Use only the battery type, voltage and charging method specified in the manual for your exact Grisoll lock. Do not mix old and new batteries, different brands or incompatible rechargeable and non-rechargeable cells. Incorrect batteries can cause unreliable operation or damage.

How do I change the batteries?

Follow the model-specific manual. Generally, unlock and open the door first, access the interior battery compartment, replace all required batteries with the specified type and confirm that the lock powers on normally before closing the door. Never test a new setup with the door closed until backup entry is confirmed.

Security, weather and privacy

Is a smart lock secure?

A smart lock can improve access management by allowing individual credentials and removal of digital access, but security also depends on correct installation, a compatible door and lock body, strong app-account protection and responsible use. Use unique codes, remove unused users and keep backup methods secure.

How can I make my smart lock more secure?

Use a strong, unique password for the associated account, enable available multi-factor authentication, keep the app and lock firmware updated, assign individual credentials rather than shared codes, remove former guests and staff promptly, and protect physical backup keys.

Are passcodes safe to use?

Passcodes can be a practical entry method when each user has a unique code. Avoid easy-to-guess codes such as birthdays or repeated numbers, do not share codes publicly, and delete temporary codes after use. Follow the lock manual for code-length and user-limit rules.

Can the keypad or fingerprint reader be used in rain or cold weather?

Outdoor performance depends on the model's documented environmental rating, installation location and local conditions. Check the product-specific IP rating and operating-temperature range before installation. Do not assume every smart lock is suitable for exposed outdoor use.

Is my data private?

Privacy practices depend on the app, product functions and your settings. Review Grisoll's Privacy Policy and the app permissions before setup. Share access only with authorised people, use individual accounts where available and avoid sharing account passwords.

Care and troubleshooting

Do I need permission to use a video smart lock?

Privacy, tenancy, building-management and surveillance rules differ by country and property. Position cameras to respect neighbours' and public areas' privacy, provide notices where required and obtain permission from landlords, building managers or associations when applicable.

How do I clean and maintain my smart lock?

Wipe exterior surfaces with a soft, lightly damp cloth and dry them afterwards. Do not spray water, solvents, abrasive cleaners, oils or lubricants directly onto electronic components, sensors or keypads unless the manual specifically allows it. Keep the fingerprint sensor and moving parts clean.

What should I do if the lock is not locking or unlocking properly?

First check that the door is aligned and closes without force. Binding caused by a misaligned door, strike plate or latch can affect motorised operation. Check battery level, follow the calibration instructions and use the product manual. If the problem continues, contact Grisoll support before forcing the lock.

Why is the lock making a noise or struggling to turn?

A smart lock motor may struggle if the bolt, latch, handle or door is under pressure. Check door alignment and whether the bolt moves freely when the door is open. Replace low batteries if applicable, recalibrate according to the manual and seek installation support if the issue persists.

How do I reset my Grisoll smart lock?

Use the reset procedure in the manual for your exact model. A factory reset may remove users, passcodes, fingerprints, app links and settings. Make sure you have a working backup-entry method and, where possible, perform resets with the door open.

General Shopping Questions

What is your shipping policy and how long does delivery take?

We aim to deliver your order promptly and efficiently to your doorstep. Processing times vary by product, but most orders ship within 1-2 business days. Delivery times are typically 7-9 days. You’ll receive tracking information once your order ships so you can monitor its progress.

What is your return and refund policy?

We offer a 30-day money-back guarantee on all Grisoll products. If you’re not satisfied with your purchase, contact us within 30 days of delivery with your order number and reason for return. Items must be unused and returned in their original packaging. Refunds are processed within 10 business days of receiving and inspecting your return, with funds appearing in your account within 30 business days from confirmation.

Can I cancel or modify my order after placing it?

Yes, but you must contact us within 24 hours of placing your order. After 24 hours, orders may have already entered processing and we might not be able to fulfill modification or cancellation requests. If you successfully cancel within the 24-hour window, your refund will be processed within 10 business days.

What if my product arrives damaged?

We carefully package all products to prevent shipping damage. If your item arrives damaged or defective, please contact us within 48 hours of delivery and include clear photos of the damage. We’ll determine your eligibility for a free replacement at no cost to you. Note that damaged packaging (like dented boxes) with an undamaged product inside is not considered damage. We do not refund or accept returns for items damaged through normal use, wear and tear, or misuse.