→Troubleshooting 2- Mortise latches do not hold door to door frame

• When sensor (circled in yellow) is pressed down, the latches (circled in red) should go stiff (unable to be pushed in)
  
• If sensor is pressed, and latches do not go stiff, it means that the mortise is malfunctioning

Ask customer to send contact details (Name, mobile phone, postal address), a video of the mortise not working, serial number of door lock and proof of purchase to our support portal.

• Please advise that once information is sent to our support portal, processing for the case will begin and we will get back to the user with the outcome. 
• If within warranty period, replacement mortise should be sent out.