Troubleshooting - Smart Lock Issue

Jammed Status

1.  If the lock displays as “Jammed,” pull or push the door handle, then try the InHome Associate App again.
2. If you do not hear the lock moving, there is a mechanical issue preventing the lock from operating.
3. 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

1.  Pull on the door handle to ensure the door is fully closed.
2. Attempt to lock the door using the InHome Associate App.
3. Confirm that the App is up to date.
4. 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.

5. 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.

1. Pull on the door handle to ensure it is fully closed, then try locking it again.
2. Verify that the InHome Associate App is up to date and that Bluetooth is enabled.
3. Attempt to unlock the door from the App.
4. If the issue continues, call the member.  If the member does not answer, contact Driver Support to report the issue.
5. Ask the member if the order can be delivered using Doorstep Delivery.
6. If yes, select the corresponding delivery location after completing the delivery.
7. If there is no response or if the member declines, return the order to the store.