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This is a destructive and irreversible procedure. Only use this method when the software emergency unlock is unavailable and you have a critical need to access your key.

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Before you begin

The software emergency unlock handles almost every situation where you need access to your key. We strongly recommend using it whenever possible. You may need the hardware emergency unlock if:
  • Your keyholder has disabled the software emergency unlock
  • You’re in a self-lock where you did not permit the software emergency unlock
  • The device has lost connectivity and cannot be unlocked remotely

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What you’ll need

  • A flat-head screwdriver or similar thin, sturdy tool
  • Pliers (optional, for additional leverage)

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Performing the emergency unlock

1

Locate the fail-safe tab

Flip the device over. You’ll see a small tab on the back—this is the hardware fail-safe mechanism.
2

Break the tab

Insert a screwdriver or thin tool into the tab opening. Pry left and right to break the tab. You’ll see the plastic begin to crack and separate.
A small screwdriver may require more effort. Use a sturdier tool if needed.
3

Access the locking paddle

Once the tab breaks, the back section lifts open, revealing the internal locking paddle that prevents the backplate from being removed.
4

Move the paddle

Using your pry tool, push the paddle downward into the open cavity. You’ll be working against the motor slightly—this is expected.The paddle should move from its blocking position to lay flat against the front face.
5

Remove the backplate

With the paddle no longer blocking the backplate, pull to remove it. You now have access to your key.
Your key is now accessible.

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After the emergency unlock

The software will still show the device as locked because this bypass is not detected by the system.
Once you’ve performed this procedure, the backplate can slide back on but will no longer lock securely—you’ll be able to remove it at any time by moving the paddle. To restore full functionality, contact Research and Desire support to arrange a replacement backplate at a fair price.
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.