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Help Centre

SAMSUNG - INTERNAL - Technical Support

SAMSUNG - INTERNAL - Technical Support

For Our Internal Team ONLY

Support Team Call Flow

→ HANDLE TYPE LOCKS QUESTIONS

→ DEADBOLT TYPE LOCKS QUESTIONS

→ MORTISE TYPE LOCKS QUESTIONS

→ Wi-Fi & BLUETOOTH LOCKS QUESTIONS

Door Lock SHP-A30

→ SHP-A30 Product Parts

→ SHP-A30 Installation Dimensions

→ SHP-A30 How to drill the Door Video

→ SHP-A30 Installation Video

→ SHP-A30 User Guide

→ SHP-A30 Configuration Video

→ SHP-A30 Wi-Fi App.

→ SHP-A30 Connecting with Amazon Alexa

→ SHP-A30 Troubleshooting Video

→ Troubleshooting 1-deadbolt does not extend or retract all the way

→Troubleshooting 2-in body thumb turn sounds jammed and the automatic direction detection setting does not start

→Troubleshooting 3- Screen does not light up but the lock does work

→ Troubleshooting 4- Deadbolt Extending rather than retracting and vise versa

→ Troubleshooting 5-How to activate Unlocking With Voice on Alexa via Mobile App

See more

Door Lock - SHP-DP609

→SHP-DP609 Product Parts

→SHP-DP609 Package Box Dimensions

→SHS-DP609 Strike plate dimension

→SHS-DP609 Installation Video

→SHS-DP609 User Guide

→SHP-DP609 Programming

→SHS-DP609 Troubleshooting

See more

Door Lock - SHP-DR708

→SHS-DR708 Product Parts

→SHP-DR708 Package Box Dimensions

→SHP-DR708 Installation Dimensions

→SHS-DR708 Installation Video

→SHP-DR708 User Guide

→SHP-DR708 Programming

→SHP-DR708 WiFi App

→Smart Phone Application

→Troubleshooting 1- Mortise does not mechanically lock

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

→Troubleshooting 3- Mortise does not electronically lock

→Troubleshooting 4- Internal pull handle does not unlock the deadbolt

→Troubleshooting 5- with Wi-Fi connection

→Troubleshooting 6- Keypad does not light up

→Troubleshooting 7- If the door is closed before putting batteries, you don’t have the mechanical, but the deadbolt is not locked

→Troubleshooting 8- Batteries Draining Fast

See more

Door Lock - SHP-DP728

→SHS-P727/728 Package Box Dimensions

→SHP-DP728 Product Parts

→SHP-DP728 Installation Dimensions

→SHP-DP727 & 728 Installation Video

→SHP-DP728 User Guide

→SHP-DP728 Programming

→SHP-DP728 Smart Phone Application

→Troubleshooting 1- Fingerprint function issue

→Troubleshooting 2- Mortise does not mechanically lock

→Troubleshooting 3- Mortise latches do not hold door to door frame

→Troubleshooting 4- Internal pull handle does not unlock the deadbolt

→Troubleshooting 5- Key pad does not light up

→Troubleshooting 6- Mortise does not electronically lock

See more

Door Lock - SHP-DP727

→SHP-DP727- Product parts

→SHS-P727/728 Package Box Dimensions

→SHP-DP727- Installation Dimensions

→SHP-DP727 & 728 Installation Video

→SHP-DP727 User Guide

→SHP-DP727 Programming

→SHP-DP727 Smart Phone Application

→Troubleshooting 1- Keypad does not light up

→Troubleshooting 2- Internal pull handle does not unlock the deadbolt

→Troubleshooting 3- Mortise latches do not hold door to door frame

→Troubleshooting 4- Mortise does not mechanically lock

→Troubleshooting 5- Mortise does not electronically lock

See more

Door Lock - SHS-P718

→SHS-P718- Product Parts

→SHS-P718/717 Package Box Dimensions

→SHS-P718- Installation Dimensions

→SHS-P718 Installation Video

→SHS-P718 User Guide

→SHS-P718 Programming

→Troubleshooting 1- Mortise does not electronically lock

→Troubleshooting 2- Mortise does not mechanically lock

→Troubleshooting 3- Mortise latches do not hold door to door frame

→Troubleshooting 4- Internal pull handle does not unlock the deadbolt

→Troubleshooting 5- Keypad does not light up

→Troubleshooting 6- Lock not waking up and FP lid not opening

See more

Door Lock - SHS-P717

→SHS-P717 Product Parts

→SHS-P718/718 Package Box Dimensions

→SHS-P717 Installation Dimensions

→SHS-P717 Installation Video

→SHS-P717 User Guide

→SHS-P717 Programming

→Troubleshooting 1- Mortise does not electronically lock

→Troubleshooting 2- Mortise does not mechanically lock

→Troubleshooting 3- Mortise latches do not hold door to door frame

→Troubleshooting 4- Internal pull handle does not unlock the deadbolt

→Troubleshooting 5- Keypad does not light up

See more

Door Lock - SHP-DH538

→SHP-DH538 Child lock feature

→SHP-DH538 Product parts

→SHP-DH537/538 Package Box Dimensions

→SHP-DH538 Installation Dimensions

→ SHP-DH538 Installation Video

→SHP-DH538 User Guide

→SHP-DH538 Programming

→Troubleshooting 1- Mortise does not mechanically lock

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

→Troubleshooting 3- Internal handle does not unlock the deadbolt

→Troubleshooting 4- Keypad does not light up

→Troubleshooting 5- Fingerprint does not work

→Troubleshooting 6- Mortise does not electronically lock

→Troubleshooting 7- How to change handle direction

See more

Door Lock - SHP-DH537

→SHP-DH537 Child lock feature

→SHP-DH537 Product parts

→SHP-DH537/538 Package Box Dimensions

→SHP-DH537 Installation Video

→SHP-DH538 User Guide

→SHP-DH537 Programming

→Troubleshooting 1- How to change handle direction

→Troubleshooting 2- Mortise does not electronically lock

→Troubleshooting 3- Mortise does not mechanically lock

→Troubleshooting 4- Mortise latches do not hold door to door frame

→Troubleshooting 5- Internal handle does not unlock the deadbolt

→Troubleshooting 6- Keypad does not light up

See more

Door Lock - SHS-3321

→SHS-3321 Package Box Dimensions

→SHS-3321 Installation Video

→SHS-3321- User Guide

→SHS-3321 Programming

→Troubleshooting 4- Doorlock opens when keypad is touched (Doorlock direction is set incorrectly)

→Troubleshooting 5- Keypad does not light up (but sometimes able to touch and hear the number on pin pad)

→Troubleshooting 7- Doorlock not able to get into registration mode

→Troubleshooting 8- SHS-3321 How to change the door direction

See more

Door Lock - SHP-DS510

→SHP-DS510 Package Box Dimensions

→SHP-DS510 Installation Dimensions

→SHP-DS510 Installation Video

→SHP-DS510- User Guide

→SHP-DS510 Programming

→Troubleshooting 1- Jammed thumb turn issue

→Troubleshooting 3- Keypad does not light up

→Troubleshooting 4- Batteries draining quickly

→Troubleshooting 5-Keypad only working when the door is open

See more

Door Lock - SHP-DS705 (SHS-D607)

→SHP-DS705 Product parts

→SHP-DS705 Package Box Dimensions

→SHP-DS705 Installation Dimensions

→SHP-DS705 User Guide

→SHP-DS705 Programming

→Troubleshooting 1- Keypad does not light up

→Troubleshooting 2- Batteries draining quickly

→Troubleshooting 3- The alarm keeps triggering

→Troubleshooting 4- Smart Phone Application

See more

Door Lock - SHS-H505

→SHS-H505 Installation Video

→SHS-H505 Package Box Dimensions

→SHS-H505 Product parts

→SHS-H505 Installation Dimensions

→SHS-H505 User Guide

→SHS-H505 Programming

→Troubleshooting 1- How to change handle direction

→Troubleshooting 2- Mortise does not electronically lock

→Troubleshooting 3- Mortise does not mechanically lock

→Troubleshooting 4- Mortise latches do not hold door to door frame

→Troubleshooting 5- Internal handle does not unlock the deadbolt

→Troubleshooting 6- Keypad does not light up

See more

Door Lock - SHS-H705

→SHS-H705 Installation Dimensions

→SHS-H705 Product parts

→SHS-H705 Installation Dimensions

→SHS-H705 User guide

→SHS-H705 Programming

→Troubleshooting 1- How to change handle direction

→Troubleshooting 2- Mortise does not electronically lock

→Troubleshooting 3- Mortise does not mechanically lock

→Troubleshooting 4- Mortise latches do not hold door to door frame

→Troubleshooting 5- Internal handle does not unlock the deadbolt

→Troubleshooting 6- Keypad does not light up

→Troubleshooting 7- Fingerprint does not work

See more

Door Lock SHS-7020

→SHS-H7020 Installation Dimensions

→SHS-7020 Product parts

→SHS-7020 Installation Video

→SHS-7020 User Guide

Door Lock - KL-100B & KL-100S (Keyless key)

Response for the inquiry of KL-100 app

Product Parts

Installation Dimensions

KL-100S Programming

Smart Phone Application

Door lock opens when keypad is touched (door lock direction is set incorrectly)

The deadbolt goes back to open position

Other issues

See more

General Miscellaneous

Quotation and Process installing fire-rated locks for Deicorp

Fire-rating Inquiry

Touch Panel Issue

Discontinued models

Cannot open the door from inside or outside - mechanical faulty

Samsung door locks integration with Samsung smart home or smart things

See more

Accessory/ Lock Parts

AML240 Mortise dimension

→ Lock Package Components

SHS-D600 Spacer

CCTV

Smart Cam help guide

HubSpot

Assigning tickets for Sales

Work Order Process

→ Distance check before sending the work order

→ When to send a service agent (installer)

→ How to send a DocuSign Service Agreement

→ How to create a WO (Old Process using HS)