Use this page when something is not working or you are not sure which guide to open first.
Tip
If you have a general product question, start with the Lockbox FAQs. If you are actively troubleshooting, use the sections below.
Connection and Sync Problems
Confirm whether the dashboard and the Lockbox agree that the device is online. Start here if you are not sure whether the device is connected.
Use this when the dashboard says offline but the device shows connected, lock commands are not syncing, a session is stuck, or alpha firmware may be causing sync issues.
Firmware and Updates
Reinstall firmware when support tells you to, or when freezing, boot loops, or persistent software glitches remain after a hard reset.
Enroll in alpha updates, leave the alpha program, or troubleshoot issues that started while using alpha firmware.
Emergency Access and Replacement Parts
Emergency Unlock: Break the Backplate
Use this only as a destructive last resort when software emergency unlock is unavailable and you urgently need access to your key.
Warning
Always try the software emergency unlock first. The hardware backplate method breaks the backplate and requires a replacement part.
Contact Support
If these guides do not resolve your issue, email support@researchanddesire.com.
Include:
- The email address on your dashboard account
- Your order number, if the issue is hardware or replacement related
- What happened
- What you have already tried
- Whether the device is detected by your computer, if USB or flashing is involved