1. Installation & Preparation
How do I proceed with installation after purchasing the product?
If you are installing the device yourself, please refer to the installation guide. If you have requested an installation service, a technician will be assigned to you through a separate call.
Can I purchase the product through an overseas direct purchase?
Haven is only available for use in designated countries. Please note that the product cannot be registered or used in countries where it is not officially sold.
2. Usage & Key Features
Face recognition is not working properly. What should I do?
When registering or verifying your face, please look directly at the camera when the red LED blinks. Make sure not to wear a mask or look away. Maintain a distance of 50–70 cm (about one step back) from the door lock during face registration and verification. If you are too close or too far, the face may not be recognized accurately.
What is IR detection?
IR detection is a feature that notifies you when the door lock is preparing for face recognition. If face authentication does not activate, try touching the screen to wake up the device. If you see a blinking red dot on the door lock camera or the doorbell light turns on, it means IR detection is in progress.
3. Connectivity & Integration
My device is not registering. What should I do?
If you are experiencing issues connecting the app to the door lock, please check the following:
- Check network status: Ensure that your Wi-Fi is properly connected. Device registration may be restricted on public or firewall-protected networks.
- Check for app updates: Make sure you have the latest version of the Zigbang Smart Home app. Try updating the app and registering again.
- Reset the device: Perform a factory reset and try registering again. Please refer to the device manual for reset instructions.
My network connection keeps disconnecting.
- Wi-Fi signal strength: If the distance between the device and the router is too far, the connection may become unstable. Try moving the router closer or using a Wi-Fi extender.
- Reset the network: Try resetting the network settings in the Zigbang Smart Home app and reconnecting.
Can Haven be integrated with a wall pad?
Yes, Haven can be integrated with a wall pad, but both the door lock and wall pad must be equipped with a 447 module. Older Samsung SDS wall pads are compatible, but they require disassembly for module installation. Please contact a Zigbang dealership technician for assistance. Once the 447 modules are installed on both the Haven and wall pad, go to Door Lock Settings > Add Accessories in the app to complete the integration.
4. Troubleshooting
I am using a mobile key tag, but I logged out of the app and can no longer access my home.
The mobile key tag is linked to the account logged into the app. If you log out or delete the app, access will automatically be disabled for security reasons. To reactivate access, please follow these steps:
- Ensure that the door lock is properly connected to the network.
- Reinstall the Zigbang Smart Home app and log in with your previous account.
- Once logged in, your mobile key tag will automatically sync with the door lock.
- You can check the sync status in the app under Key Icon > Accessible Spaces.
5. Other Information
What should I do when moving in or out of a residence?
If you have installed Haven, you must complete one of the following three actions when moving:
- Transfer key tags
- The previous resident should hand over the registered key tags to the real estate agent or the new resident.
- The new resident can reset the device after moving in.
- Reset on the moving day
- The previous resident should reset the door lock before leaving.
- The new resident can then re-register the device on the Zigbang Smart Home platform or add new authentication methods (face, key tag, etc.).
- Issue temporary access
- The previous resident can issue a temporary access key via the Zigbang Smart Home app, allowing the new resident to enter and reset the device.
- This option is only available if the door lock is connected to the network.