1. Installation and Setup
How do I proceed with installation after purchasing the product?
If you requested installation by a technician, a confirmation notification will be sent to help you arrange a service appointment with a professional technician.
Can I purchase the product through overseas direct purchase?
This product can only be used in countries where it is officially sold.
Please note that you cannot register and use the product in countries where it is not currently available.
2. Usage and Key Features
Face recognition isn’t working properly. What should I do?
Please look directly at the camera when the red LED flashes during face registration and authentication. At this time, please be careful not to wear a mask or look away.
Please maintain a distance of one step back (50–70 cm) from the door lock during face registration and authentication. Being too far or too close may prevent your face from being registered accurately.
What is IR detection?
It is a feature that lets you know if the door lock is preparing for face authentication. If face authentication does not work, please touch the screen to wake it up.
If a red dot flashes on the door lock camera part or the doorbell lights up, it is in IR detection state.
3. Connection and Integration
I can’t register the device. What should I do?
Check network status: Check if the Wi-Fi is properly connected. Device registration may be restricted on public networks or networks with firewall settings.
Check app update: Check if the Zigbang Smart Home app is the latest version. Please try again after updating.
Device reset: Proceed with device reset and try registering again. Please refer to the device manual for the reset method.
The network connection keeps dropping.
Wi-Fi signal strength: If the distance between the device and the router is too far, the connection may be unstable. Try moving the router closer or using a Wi-Fi extender.
Reset network: Execute network reset in the Zigbang Smart Home app and try reconnecting again.
Can I pair the door lock with a Wallpad?
To link with a wallpad, both the door lock and the wallpad require a 447 module to be installed.
(Legacy) Samsung SDS wallpad products are compatible, but require module installation after disassembling the wallpad, so please inquire through a Zigbang agency technician.
If modules are installed in each wallpad, please link via Door Lock details > Option Settings > Wireless Connection.
4. Troubleshooting
I’m using a mobile key, but I can’t access the door after logging out of the app.
The mobile key tag is a feature linked to the logged-in user's account in the app, so logging out or deleting the app automatically disables access for security reasons.
To reactivate it, you must reinstall the Zigbang Smart Home app and log in with the account you previously used.
Please follow the procedures below.
- Please check if the door lock is properly connected to the network.
- When you log in to the app again, your mobile key tag will automatically start synchronizing with the door lock.
- Once synchronization is complete, you can use the mobile key tag normally.
- You can check whether the synchronization was successful in the app under "Key Icon > Accessible Spaces".
5. Other
What should I do when moving (moving in/out)?
If you have newly moved in, we recommend using it after resetting both the app integration and authentication information. Please refer to the product manual for the reset method, or contact customer support if you do not have a manual.