Applies to: LOQED Touch Smart Lock and LOQED Pure. Where the models differ, use the model-specific section below.
First check whether it is a settings or installation issue
Many problems can be solved by checking installation, calibration, battery or connectivity before replacing a part. LOQED support can help identify whether the product is defective or whether another article solves the issue.
Common model-specific parts
LOQED Touch: inside module, motor module, handle/spindle parts, outside Touch Display, bridge, 8 AA batteries or PowerKit batteries.
LOQED Pure: interior housing, motor module, included cylinder, built-in rechargeable battery pack, LOQED BLU Gateway, Shelly BLU Button Tough 1 ZB, optional Touch Display.
If a part is defective
Contact LOQED support through the LOQED app or via support.loqed.com. Include your lock model, the affected part, photos or video if possible, and what you already tested.
If support confirms a component is defective and the product is within the warranty period, we can arrange the appropriate replacement and installation guidance.
Buying a Touch Display
If your Touch Display is defective outside the warranty period, you can buy a replacement here: https://www.shelly.com/products/loqed-touch-display. For LOQED Pure, this only applies if you have the optional Touch Display installed.