Lockbox Safety and Emergency Access
Prepare for safe Lockbox use, practice emergency access, and know when to stop a session.
Read this page before starting a lock. Keep it available to both the person being locked (the Lockee) and anyone managing the session (the Keyholder).
Access comes before rules
If you need urgent access to the key, use Emergency Unlock. Do not delay emergency access to protect a score, avoid a notification, or satisfy a lock rule.
Before every lock
- Confirm the Lockee, Keyholder, and any partners agree on the duration, breaks, communication channel, and release conditions.
- Make sure the Lockee can reach the Lockbox and operate its buttons without another person's help.
- Confirm the Lockbox has enough power for the planned session. For long sessions, follow the charging guidance provided with the device.
- Check that the lid, backplate, locking paddle, and key are positioned correctly and move without obstruction.
- Confirm the device shows the expected online or offline state. Remote Keyholder actions require connectivity.
- Keep a second way to contact the Keyholder. Do not rely on dashboard notifications as the only communication channel.
- Complete a short test lock before a long, remotely managed, or Permalock session.
Practice emergency access while unlocked
- Read Software Emergency Unlock together.
- Locate the Enter/Lock button and the Emergency Unlock menu item.
- Review the hardware backplate procedure before it is needed. It is a destructive last resort.
- Agree that the Lockee may use emergency access whenever they believe it is necessary.
Software Emergency Unlock works locally and does not require an internet connection when the option is available on the device. A session or template can disable that option; confirm the current session's behavior before locking.
Stop the session and get help
End the session and obtain the appropriate medical or emergency help if the Lockee reports pain, numbness, loss of circulation, swelling, skin injury, panic, breathing difficulty, or any other concerning symptom. This guide cannot determine whether a symptom is safe.
Stop using the Lockbox and contact support@researchanddesire.com if:
- the mechanism does not lock or unlock cleanly;
- the device reports an unlock error;
- the backplate, paddle, buttons, battery, or enclosure appears damaged;
- the device repeatedly restarts, overheats, or behaves differently from this documentation; or
- you cannot confirm the device's state.
Emergency access paths
| Situation | First action | If that fails |
|---|---|---|
| Keyholder is available and the device is online | Ask the Keyholder to end the session | Use local Emergency Unlock if access is urgent |
| Keyholder is unavailable or the internet is down | Use local Emergency Unlock | Use the hardware backplate method |
| Device is unresponsive | Try the documented restart only if access is not urgent | Use the hardware backplate method |
| Device reports E-Lock 2 | Follow E-Lock 2, beginning with emergency access | Use the hardware backplate method and contact support |
| Software Emergency Unlock is disabled or unavailable | Use the hardware backplate method | Contact local emergency services if immediate access is still not possible |
After emergency access
Confirm the key and Lockee are safe first. When practical, document the device message and what happened, then review E-Lock 20 and contact support if the Lockbox does not return to the expected state.