Smart Lock FAQ
Your phone is your key. Here’s how to use it — and what to do if it isn’t working.
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I scanned my phone and nothing happened.
Nine times out of ten, the phone just isn’t lined up. Work through these in order:
- Line the marker on your screen up with the middle of the lock. That marker shows where the reader is on your phone. If your sound is on, you’ll hear it connect.
- Once it connects, hold completely still. Moving the phone mid-scan cuts the power and stops the scan. Wait for the charge bar to finish.
- Make sure your screen is on and you’re signed in to the Lockstry app.
- Close the app, reopen it, and try again.
- Last resort: take your phone out of its case. Thick, metal, and card-wallet cases can block the signal.
The scan finished but the lock didn't open.
Sometimes the first scan doesn’t send quite enough power to move the latch. Just run it again — it almost always opens on the second or third try.
The app won't load.
Your first sign-in needs an internet connection. Every one of our locations has free wifi — connect to that and sign in. After that you’re set.
It says my access is denied or expired.
That means there’s a balance on the account. The app will show you what’s owed and let you pay right there. Access restores as soon as the payment goes through.
My phone battery is dead.
There’s no way to run a scan without a powered phone. Come to the office during business hours and charge your phone if needed or use one of our free charging stations.
I got a new phone.
Doesn’t matter whether you switched brands. Download the Lockstry app, sign in with the same email you rent under, and your access comes right back.
I lost my phone.
Your unit isn’t at risk. Every single open requires Face ID or a verification code sent to your email, so the phone alone won’t get anyone in. To get yourself back in, install the app on your new phone and sign in with the same email.
The lock won't turn or feels stuck.
Usually this is the door, not the lock. If this happens, please call the office and we will get that taken care of for you.
It's freezing out and the lock is slow.
Cold weather slows the charge down. Hold the phone still a little longer and let the bar finish. If the lock is iced over, hit the lock to knock off the ice. These locks have been heavily weather tested to hold up during freezes.
I don't have a smartphone, or my phone is too old.
Not a problem. Let us know and we’ll set you up with a standard lock instead.
Opening and Locking Your Unit
How do I unlock it?
- Open the Lockstry app. You’ll see the lock/unlock screen on the home page — make sure the toggle is set to unlock.
- Hold the back of your phone flat against the middle of the lock, with the marker on your screen lined up on the center.
- Hold still. A charge bar will appear — don’t move the phone until it finishes.
- When the scan completes, you’ll see and hear the latch shift. That’s your unlock.
How do I lock it back up?
- Set the toggle on the home screen to lock.
- Hold the lock in your hand and run the same scan.
- Once the scan completes, the lock is ready to go back on.
- Close the door, move the door latch into place, and reattach the lock the way you would a standard padlock.
Where exactly do I hold my phone?
Against the middle of the lock — and let the marker on your app screen be your guide. It shows where the reader sits on your particular phone, which is different from model to model. Line it up with the center of the lock and hold steady.
Do I need cell service or wifi?
Only for your first sign-in. Free wifi is available at all of our locations if you need it. After that, opening your unit works with or without a signal.
How do I get set up in the first place?
When you rent — online or in person — the email you give us is added to the system automatically. Download the Lockstry app, sign in with that same email, and you’ll get a one-time code to confirm it’s you. Turn on Face ID and you can skip the code from then on.
Will my phone work with it?
Most phones made in the last several years will. On iPhone, you’ll need an iPhone 7 or newer running a current version of iOS. On Android, your phone needs NFC, which nearly all mid-range and flagship models have. If you’re not sure, stop by the office and we’ll test it in about ten seconds.
Why do I have this instead of a padlock?
No key to lose, no combination to forget, and nothing to buy at the hardware store. Your phone opens your unit and nobody else’s.
Will the lock ever die or need a battery replacement?
No. It’s powered by your phone during the scan — there’s no battery to change and nothing that can go dead on you in the middle of a move.
Can I let my spouse, business partner, or employee in?
Yes. You can share your key with anyone you choose and revoke it whenever you want, right from the app — no changing locks, no collecting keys. Everyone you share with gets their own credential, so you can always see who accessed the unit and when.
Is this more secure than a padlock?
Yes. There’s no keyhole to pick, no shackle to cut the way a standard padlock can be, and no key floating around that could be copied. On top of that, every open is verified with Face ID or a code sent to your email — so even someone holding your unlocked phone can’t get into your unit.
Do you see every time I open my unit?
The system records when a unit is accessed and by which credential. We use that for security — verifying access after an incident, for instance. We don’t track your phone’s location and we have no visibility into what’s in your unit.
Can you get into my unit?
No. While your rental is active and in good standing, the only people with access are you and anyone you’ve shared your key with. Self-storage law and our own liability policies are built around exactly that.
What if the power goes out at the facility?
Your lock keeps working. It doesn’t run on facility power.
What happens when I move out?
Your credential is removed once the unit is closed out. There’s no lock to return and nothing to take off the door — the lock stays with the unit.
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