→Troubleshooting 3- 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.