Troubleshooting Guide for xkey

Having trouble using your BLACK X xKey Remote?
This guide covers common issues related to pairing, operation, and connectivity, with clear steps to help resolve them quickly.
For full setup instructions, see the step-by-step installation guide, or for general questions, see the xKey FAQ.

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Activation & Pairing Issues

xKey does not appear in the app during pairing

Possible cause
The xKey is not in pairing mode, or is more than 33 feet (10 meters) from the device

Solution

• Ensure Bluetooth is enabled on your phone
• Bring the xKey within 33 feet (10 meters) of the lock
• Press and hold the button on the xKey to activate pairing mode
• Refresh the device list in the app and try again

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Lock Operation Issues

Pressing the xKey button does not unlock the lock

Possible cause
The xKey is out of range (more than 33 feet / 10 meters from the lock) or not assigned to the lock

Solution

• Move to within 33 feet (10 meters) of the lock and try again
• Check in the app that the xKey is assigned to the correct lock
• Ensure the lock has power and is active

Delayed response when using the xKey

Possible cause
Bluetooth connection delay or interference

Solution

• Ensure you are within the xKey's normal operating range (up to 33 feet / 10 meters from the lock)
• Avoid obstacles or interference between the xKey and the lock
• Try again after a few seconds

Battery Issues

xKey does not respond at all

Possible cause
The battery may be depleted

Solution

• Replace the battery with a new CR2032 battery
• Ensure the battery is inserted correctly
• Test the xKey again

App & Connectivity Issues

xKey is not visible or cannot be managed in the app

Possible cause
The app may not be updated or Bluetooth permissions are restricted

Solution

• Update the BLACK X app to the latest version
• Ensure Bluetooth permissions are enabled
• Restart the app and try again