Troubleshooting Guide for BLACK X xPad+

Having trouble with your BLACK X xPad+? The steps below cover the most common issues during setup and daily use.

For full installation instructions, please refer to the installation guide.

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Activation Issues

xPad+ does not respond

Possible cause
The xPad+ may occasionally require a restart.

Solution

Quick Restart:

1. Open the battery compartment and remove all batteries.

2. Wait 10 seconds.

3. Reinsert the batteries according to the polarity markings.

4. Make sure every battery is fully seated.

5. Close the battery cover securely and test the xPad+ again.

It is also recommended to try operating the lock using the BLACK X app: if the app unlocks the door, the lock itself is working and the issue is isolated to the xPad+.

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Power & Battery Issues

xPad+ does not turn on

Possible cause
The batteries may be incorrectly installed, discharged, loose, or not making proper contact.

Solution

- Check that every battery is installed in the correct direction.

- Use a complete set of new batteries of the correct type.

- Do not mix new and used batteries or different battery brands.

- Make sure the batteries are firmly seated and cannot move inside the compartment.

- Check that the battery contacts are clean and positioned evenly.

- Close the battery cover securely and test the device again.

Do not attempt a contact repair
If a battery contact appears pushed inside, loose or damaged, do not pull it out with a tool and do not insert metal foil or another object. Remove the batteries and contact BLACK X Support.

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Batteries are loose

Possible cause
The batteries may not be seated correctly, or a battery contact may not be applying enough pressure.

Solution

- Remove and reinstall all batteries.

- Confirm that each battery fits firmly between its contacts.

- Check whether one contact appears lower or further inside than the others.

- Close the battery cover securely and gently check that the batteries do not move.

If the batteries remain loose, stop using the xPad+ and contact BLACK X Support.

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Batteries drain very quickly

Possible cause
A battery, contact, or internal electronic issue may be causing abnormal power consumption.

Solution

- Replace all batteries with a new matching set.

- Confirm the polarity and that every battery is firmly seated.

- Restart the xPad+.

- Check the battery level in the BLACK X app.

- Monitor the battery level over the next 24 hours.

Note: If the new batteries drain within one day, become warm, or the problem happens again, remove the batteries and contact BLACK X Support. Do not continue replacing batteries without reporting the issue.

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All LEDs light up

Possible cause
The xPad+ may have experienced a temporary electronic or power issue.

Solution

- Remove all batteries.

- Wait 10 seconds.

- Reinsert the batteries and restart the xPad+.

- If necessary, test it with a new matching set of batteries.

If all LEDs light up again, stop using the xPad+ and contact BLACK X Support.

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App & Pairing Issues

xPad+ does not appear during pairing

Possible cause
The xPad+ may not be in pairing mode, or the app may not have access to Bluetooth.

Solution

1. Enable Bluetooth on your phone and keep the phone close to the xPad+.

2. Open the BLACK X app and begin the pairing process.

3. Use the Allen key to press the pairing button inside the device.

4. Wait a few seconds for the xPad+ to appear, then select it from the device list and complete the instructions in the app.

If it does not appear:

- Restart the xPad+.

- Close and reopen the BLACK X app.

- Confirm the app has permission to use Bluetooth.

- Try the pairing process again.

Do not factory reset unless instructed by BLACK X Support.

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xPad+ is not communicating with the lock

Possible cause
The xPad+ may have temporarily lost communication with the lock.

Solution

- Open the BLACK X app and confirm that the app can operate the lock.

- Try using the xPad+ again.

- Restart the xPad+ by removing and reinserting its batteries.

- Check the battery level and replace all batteries if necessary.

If the app operates the lock but the xPad+ does not, and restarting doesn't resolve it, contact BLACK X Support. If the app also cannot operate the lock, follow the lock and app troubleshooting instructions.

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Access Issues

Fingerprint is not recognized

Possible cause
The fingerprint sensor or your finger may be dirty, wet, or positioned incorrectly.

Solution

- Clean the fingerprint sensor with a soft, dry cloth.

- Make sure your finger is clean and dry, and remove any hand cream, moisture or residue.

- Place your finger flat and steadily on the sensor, and keep it in place until the xPad+ confirms the result.

- Try again using the same position used during registration.

If the fingerprint continues to be rejected, remove the saved fingerprint in the BLACK X app, register it again, and test it several times before relying on it for access.

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PIN code is not recognized

Possible cause
One or more keypad inputs may not have been registered correctly.

Solution

- Make sure the keypad is clean and dry.

- Enter the PIN slowly and confirm that each input is registered.

- After entering the PIN, wait for the confirmation beep or light before turning the lock.

If the keypad does not respond, wait a few seconds, try again, then restart the xPad+ if necessary. You can also use the BLACK X app.

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Access is accepted but the lock does not open

Possible cause
The lock may be getting turned before access has been fully confirmed.

Solution

Enter your PIN or scan your fingerprint. Wait until you hear the confirmation beep or see the confirmation light. Only then turn the lock.

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Account & Support

Passcode email was not received

Possible cause
The email may have been delayed, filtered, or sent to an incorrectly entered address.

Solution

- Check your spam or junk folder.

- Confirm that the registered email address is correct.

- Wait a few minutes, then request the email again once.

If the email still does not arrive, contact BLACK X Support.

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