Jammed Status
- If the lock displays as “Jammed,” pull or push the door handle, then try the InHome Associate App again.
- If you do not hear the lock moving, there is a mechanical issue preventing the lock from operating.
- Call the member to explain the situation:
- If the door cannot be locked, inform the member that it is not re-locking.
- Call Driver Support after contacting the member.
Locking/Unlocking Issues
- Pull on the door handle to ensure the door is fully closed.
- Attempt to lock the door using the InHome Associate App.
- Confirm that the App is up to date.
- Update the App if necessary and try again.
- You may need to pull or push the door while the lock operates. Listen for signs of loosening or binding.
- If the issue persists, call the member to inform them that the door is not locking/unlocking.
- Call Driver Support after contacting the member.
Driver Can’t Open Door
You can hear the lock turn, but it is not unlocking.
- Pull on the door handle to ensure it is fully closed, then try locking it again.
- Verify that the InHome Associate App is up to date and that Bluetooth is enabled.
- Attempt to unlock the door from the App.
- If the issue continues, call the member. If the member does not answer, contact Driver Support to report the issue.
- Ask the member if the order can be delivered using Doorstep Delivery.
- If yes, select the corresponding delivery location after completing the delivery.
- If there is no response or if the member declines, return the order to the store.