BLACK X App - Troubleshooting Guide

Having trouble using the BLACK X App or connecting to your lock?This guide covers the most common issues related to account access, connectivity, and device setup, with simple steps to resolve them.

Account & Device Access

What should I do if I lose my phone?
Since your phone is used to unlock your smart lock, it is highly recommended to enable a screen lock (PIN, fingerprint, or facial recognition) on your device, or to set a screen lock for the app itself.

If you lose your phone:

• Log in to the BLACK X app from another device using your account credentials
• The previous device will automatically be logged out
• Update your account password for added security

I changed phones and now the lock doesn’t respond - what should I do?

If the lock does not respond after switching to a new phone, check the following:

• Bluetooth is enabled
• Location Services are enabled (required on Android devices)

Missing one of these settings may prevent the app from detecting the lock.

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Connectivity Issues

What happens if my Wi-Fi isn’t working?

If you experience connection issues:

• Disable Wi-Fi before unlocking the door
• Alternatively, turn on Airplane Mode and try again

The app will use Bluetooth and local data to operate the lock.

Will Bluetooth still work if Wi-Fi is off?

Yes. The lock operates via Bluetooth, allowing access even without internet connectivity.

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App & Pairing Issues

Lock does not pair with the BLACK X app

If the lock does not appear during setup:

• Ensure Bluetooth is enabled on your phone
• Make sure you are within close range of the lock
• Open the BLACK X app and tap "Install a new lock"
• While the app is searching, press the connect button on the lock using the Allen key
• Wait for the lock to appear and tap "Connect"

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Remote Access Issues

The smart lock does not respond to remote commands

If remote control is not working, check the following:

• Ensure the WiFi Bridge is powered on and connected to your home Wi-Fi network
• Verify that the WiFi Bridge is within range of your BLACK X smart lock
• Check the Wi-Fi connection indicator in the BLACK X App on the lock home screen
• If the indicator is not green, the lock is not properly connected to the bridge

Confirm that remote access is enabled:

• Open the BLACK X App
• Go to your lock settings
• Tap "Lock Remotely" and select "Activate"

To verify functionality:

• Step outside your home Wi-Fi range
• Use the BLACK X App to lock or unlock your door