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This is a destructive and irreversible procedure. Only use it when the software emergency unlock is unavailable and you have a critical need to access your key. After this procedure, the backplate will no longer lock securely.

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Before you begin

The software emergency unlock resolves almost every urgent situation. Use it whenever possible: see Emergency Unlock. You may need the hardware method if:
  • Your keyholder disabled the software emergency unlock
  • You are in a self-lock where you did not permit the software emergency unlock
  • The device lost connectivity or is otherwise unresponsive
Plan ahead: the Quick Start includes both software and hardware emergency options. Review the Quick Start during setup so you’re prepared.

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Safety first

  • Wear eye protection and keep fingers clear of the pry area
  • Work on a stable surface with good lighting
  • Expect resistance from the internal motor when moving the locking paddle—this is normal

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What you’ll need

  • Flat‑head screwdriver or a similar thin, sturdy pry tool
  • Pliers (optional) for extra leverage

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Perform the emergency hardware unlock

1

Locate the fail‑safe tab

Turn the device over. On the back housing, identify the small rectangular tab—this is the hardware fail‑safe.
You can see and access the tab opening on the back of the device.
2

Break the tab to open the back section

Insert a screwdriver (or other thin tool) into the tab opening. Pry left and right until the tab cracks and the rear section of the housing lifts open.
A small screwdriver may require more effort. If needed, switch to a sturdier tool or use pliers for controlled leverage.
The back section is lifted, exposing the interior near the locking mechanism.
3

Identify the locking paddle

With the rear section open, locate the internal locking paddle. This component blocks the backplate from sliding off when in the locked position.
You have a clear path to reach the paddle with your tool.
4

Move the paddle down

Using your pry tool, push the paddle downward into the open cavity. You may feel light resistance from the motor—this is expected in an emergency scenario.The goal is to move the paddle from its blocking position so it lies flat against the front face of the mechanism.
The paddle is fully lowered and no longer blocks removal of the backplate.
5

Remove the backplate and retrieve your key

With the paddle clear, pull to remove the backplate. Take your key from the compartment.
Your key is accessible and removed from the lockbox.

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After the emergency unlock

This bypass is not detected by the system. The software may still show the device as locked.
  • The backplate can slide back on, but it will not lock securely. You can remove it again at any time by pushing the paddle down.
  • To restore full functionality, contact Research and Desire Support at support@researchanddesire.com to arrange a replacement backplate.
  • Can’t find the tab: Re‑check the back housing; the fail‑safe tab is a small rectangular opening designed to be pried open.
  • Tab won’t break: Use a sturdier flat‑head screwdriver and apply steady, controlled leverage. Avoid twisting aggressively to prevent slips.
  • Paddle feels stuck: Re‑open the rear section fully to gain a clear angle, then apply firm downward pressure. A slight motor pushback is normal—continue with steady pressure until the paddle lies flat.
  • Backplate removes without obstruction
  • Key is retrieved
  • Backplate can be slid back on but is no longer secure
Use the software emergency unlock when available
Now, there might come a time where you need emergency access to the key inside of your lockbox. Of course, we have a software emergency unlock which will handle almost every single case to get access to that key.Today, I am not going to show you the software unlock. I recommend that if this option is available to you, you use it.However, if it is not available—if your keyholder, for instance, has disabled this, or if you’re in a self-lock where you have not permitted the software emergency unlock—yet you still need access to your key, there is one more way to get into this box.It is destructive and non‑reversible. So, if you choose to do this, you will need to replace one part on your lockbox.I am going to open this box without using the software unlock. Instead, I’m going to use the hardware emergency unlock. If I flip the device over, you’ll see a small tab here.This tab is our fail‑safe. If you were to put a screwdriver or any thin device inside of here—sometimes even pliers if needed, or a key—and pry left and right, you’ll be able to open the back of this.Now, I’m going to do this on camera. I only get one take, so here we go.Of course, my screwdriver is in wrench mode. I’ll do this in one take. You won’t get to see the full process, but you can start to see it cracking already.In this case, my tiny screwdriver was not quite strong enough, but I can start to see it going. There we are.So this section has now lifted open. What this does is give me access to the locking paddle. Let me get a little bit of light in there so you can see what’s going on.In the interior, we can see the paddle, which is preventing the lock from being opened. You are now going to have to move that paddle from its current position down into the open cavity.So I’m going to put my little pry bar here and push in this direction to move that paddle so the backplate can come off. I am fighting the motor a little bit. That’s okay—this is an emergency.All right. So you can see now that that paddle has been pushed into the downwards position. It is no longer blocking the backplate, and it is flat against the front face. When I pull, this now comes off, and I have access to my key.We will note that the software still believes that the device is locked. This is because this is not a design feature you should use unless there is a critical emergency and the software unlock is not accessible to you.As you can see, this is destructive. Even though the backplate will slide back on, you’ll be able to open it again at any point by moving the paddle out of the way.If you had to do this for any reason, please contact Research and Desire support, and we will discuss getting you a replacement for a fair price.Thank you.