ITSmart Security, LLC
Troubleshooting
Access
I entered the wrong code three (3) times, and now the Motorola Smart Safe keypad is locked.
[Note: A locked keypad means that when any key is pressed, none of the LED lights on the keypad
turn on, and the device appears to have dead batteries]
For security reasons, entering a wrong passcode 3 times in a row will result in a keypad’s timed
lockout. Wait five (10) minutes and try again. A user can also use the back-up key to open the
unit, and if needed, then reset the user passcode using the access code reset instructions.
I lost my backup keys, and I forgot my user access combination.
There are several options:
If the owner has the registration card included in the retail package, that person can verify the
unit’s ownership. Provide the registration card’s security registration number and serial number
to customer support at 1-800-485-8904 or email [email protected].
Once ownership has been verified, you may either:
Ask for a new code to be programmed over the phone, have a new code sent via text to the
mobile number on file, or sent via email to the owner’s email address on file.
-or-
If the safe is connected to the internet (it has a solid blue Wi-Fi LED on the safe keypad when
awake), customer support can send a remote open command to open your Smart Safe. From
there, a user may reset their user access code following the standard procedure.
-or-
Ask customer support to mail a replacement backup key for a nominal fee.
Wi-Fi Connection
Smartphone/App
The mobile app is installed on my smartphone, and the Motorola Smart Safe is connected to the
internet, but I am not getting any notifications?
If the Motorola Smart Safe app is open on your smartphone, you will not get system notifications
(alerts and reminders), but the notifications will always appear in the app.
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