1. Installation and Setup
How do I proceed with installation after purchasing the product?
If you requested installation by a technician, a technician will be assigned to you through a separate confirmation call.
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. Connection and Integration
I can't register the device. What should I do?
If you have trouble linking the app with the door lock, please check the following.
- 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 Soma app is the latest version. Please try again after updating.
- Device reset: Reset the device 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.
- Change network: In the Soma app, go to Device details > Option Settings > Wi-Fi > Change Network, reset the network, and then try connecting 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.
3. Troubleshooting
I'm using a mobile key, but I can't access the door after logging out of the app.
The mobile key 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 Soma 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 will automatically start synchronizing with the door lock.
- Once synchronization is complete, you can use the mobile key normally.
- You can check whether the synchronization was successful in the app under "Key Icon > Accessible Space".
4. Other
What should I do when moving (moving in/out)?
If you have newly moved in, be sure to reset the door lock before using it. Please refer to "How to Reset" in the product manual for the reset method.