Frequently Asked Questions FAQ

  • Why some online shop offer lower price?

    1. Imported versions in local online store may be subjected to high tax of 10-15% upon arrival at klia tax custom. This will have to be paid by buyer and not the seller.

    2. Imported versions do not offer product refund. You may suffer losses if it cannot fit with your existing door profiles.

    3. Certain online store may impose hidden 'extra charges' at site during installation based on your door profile.

    4. Installations (if provided) may not be from samsung official installers.

    5. Warranties and after-sales service are not from official Samsung Smartlock Malaysia.

  • Are all online model versions compatible?

    No. Grey importers sells similar models but different versions. These models may not fit properly on certain type of doors.

  • Are all online warranty same?

    No. Genuine Samsung Smartlock Malaysia Warranty comes with unique Serial Number (SN) attached at the product.

  • Can all existing lock be replaced with this lock?

    Not all existing locks can be replaced. It depends on many factors such as your door material, thickness, existing lock profile's width and height.

  • What if after purchased it is not compatible to my door?

    If you have purchased from us and it is not compatible / cannot fit with your door profile then we will fully refund / cancel the order.

  • What types of door materials are compatible?

    Solid wood, laminated , fire-rated doors are compatible

  • How about glass door | security metal door?

    At this moment only model G517 is compatible with glass door (single/double). Metal or grill door requires extensive modification which is not recommended.

  • Do I need to make electrical wiring?

    No. These locks operate only on batteries, so you don't need any external wiring.

  • What type of batteries do i need?

    All these locks use normal type of batteries i.e size 'AA' which can be purchased at any convenience shop. Replacing the batteries only take a few seconds.

  • How long does the batteries last?

    It normally lasts for 1 year (12 months) if use on average of 10 times per day.

  • Does the lock give signal when battery weak?

    Definitely. It will give alarm (melody) sound about 7 days during unlocking process.

  • What if the batteries become totally flat?

    If its totally flat, you can enter by 'jump start' it using 9V (square) battery, the same type of battery used in your touch & go device. Then key in your pin code to enter.

  • How to enter in case the system fail?

    Besides jump start method, you can always enter using the bypass keys. All models come with bypass backup keys except model SHS-3321, SHS-1321, D600 & G510.

  • Is pin/card memory deleted if battery flat?

    No. These info will still be retained.

  • Can lost or missing cards access be deleted?

    Yes. It can be easily deleted using your master PIN-code.

  • Can I totally reset the whole access memory?

    Yes. A reset restores original factory settings for all access. Refer your manual on how to reset.

  • What type of Card does the system use?

    RF chip (RFID) Milfare Type A, 13.56Mhz. Only 'certain' type of staff office or condo card can be programmed.

  • Is there a built-in alarm system?

    Yes. All units come with built-in alarm in case somebody tries to break open or forced entry.

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