Frequently Asked Questions

If you do not want or cannot send an eKey over MMS, follow this procedure to use an alternative app:

• Tap the top-right icon on your Verroo lock in the list (you don’t need to be in range) and select the “User” tab, then select “New User”.
• Enter the recipient name and number, into the Name and enter an incorrect number in the Mobile Number fields (eg 1234).
• Complete the normal procedure for sending the “eKey”.
• Once this eKey has been sent, open your Message App.
• Open the message sent to the phone number you have typed on the second step (“1234” in our example) and you will see your “eKey”
• Tap the “eKey” image, then select the Action Button ()
• Select the preferred mode of transfer you wish to use. Email, Skype, WhatsApp, etc.
• Once you have selected your preferred transferred mode, follow the appropriate procedure to transfer your “eKey”.

If you are experiencing difficulties registering an eKey on your iPhone, please follow this procedure:

• Ensure your Bluetooth is turned on and that you are attempting to activate your eKey within 24hrs of its creation.
• Ensure there are no other existing eKey images in your gallery, otherwise, delete them.
• Get the Owner/Administrator to issue you a new eKey.
• Select the “eKey” image, then select the Action Button ()
• Use the “Save Image” option to save this eKey image to the photo gallery located on your phone. Do not save this image to a cloud or internet-based folder.
• Check the image has been saved to your photo gallery. Once you have confirmed this image has been saved then follow the Installation procedure.

Deleting a lock from your device only deletes it locally, even if you were in range and administrator/owner. Verroo is a secured product, and letting users delete their own eKey from a lock can lead to a range of security vulnerabilities. For this reason, you cannot do so, and an(other) owner or administrator will always have to delete your eKey from the lock.

First, check that your volume is loud enough to hear the sounds. Careful, this is not the phone ringer volume, but the phone media playback volume that matters. On iOS devices, check that the mute button of your device (if it has one) is not enabled. If the problem persists, in the Verroo app, tap the Menu icon on the top left of the lock list, and choose Notification Settings. Check that the switch is turned on and tap the "Done" button on the top right of the screen.

First of all, never ever delete your app, unless it's the last resort. Deleting your app will cause you to lose all of your eKeys. If your app crashes at startup, first check the stores for an update. If there is one, install it and try again. If the problem persists, contact our technical support via email or phone.

If you received a message with an eKey from someone, but the link is not clickable:

• Check if the sender is in your contact list. If not, add them (you should be able to do so by tapping the person icon at the top, then tapping "info", then "Create New Contact").
• Once done, go back to the message, the link should now be clickable.
• If it still isn't, kill the iMessage app and open it again.
• If the problem persists or the sender is already in your contact list, check this forum thread for other solutions.

• Copy the entire text, paste it into another app (or even in iMessage), isolate the linked part, copy it, then paste it in Safari as a URL. On the page that opens, at the top, you should see a bar offering you "Open in Verroo app", tap "Open" on the right side of the screen. Or;
• Copy the entire text and paste into another messaging/email app that supports links properly. You could for instance email yourself. Or;
• Copy the entire text and paste it in a new message to an invalid phone number (like "1234"). Send that message. Sending will fail, but you should see the message, including the link, and tapping it should now open it. (Note you can delete that message after successful eKey registration).

• Open your email in your Gmail app.
• Select the download button next to the image name:
• 
• Check that when you open your photo/gallery app, then open the download folder, you see your “eKey” image here.
• Once this eKey is in this photo folder, then open Verroo.
• Tap “+Add” on the top right of the lock list, then tap “Setup a Received eKey”.
• After the “Let’s get started” you will then select the folder (typically the “Download” folder in the section “Device folders”) where your eKey image has been stored.
• Select the image and follow the appropriate procedure to enroll your “eKey”.

Not all phones' cameras are equal, and some phones will have a harder time reading the QR code. If you're struggling to read the QR code, you can try with the 2nd QR code. One is located inside your lock (smart controller) or on its back (rim/mortice strike), and the other one is in the leaflet that came with the code. The one in the leaflet is the preferred one as it is bigger. Whichever QR code you're using, it can also help to have a uniform background. Try placing the leaflet/lock on a piece of white paper before scanning. It also helps to have the QR code well and uniformly lit.

When you already have been using the app, it may happen that after an update, you will see the welcoming screen again. Just choose "Installer mode", or kill the app by swiping it out and restart it.

Verroo products officially support iPhones running iOS from version 12 or later and Android phones running Android 5.0.1 or later. Your phone must also support Bluetooth Low Energy (aka Bluetooth LE, BLE, BT4.1...), but if it runs one of the operating systems mentioned before, it most likely does.

If you get a message informing you your data got corrupted, do not panic. It means, due to an issue, some non-vital information has been lost, but all your eKeys are still safe. However, some information about your eKeys might have been temporarily lost. Typically, all your eKeys will now appear as unrestricted owner eKeys. You will get back all your information the next time you connect to the locks. In the meantime, having an eKey labelled as "owner" does not actually mean you can now give eKeys to others. If you have a user eKey and after being restored it's temporarily labelled as "owner" or "admin", you will be allowed to create new eKeys, however, recipients will never be able to register them. That is because while your phone is not sure whether you're a user, an admin, or an owner, the lock still knows and won't accept an eKey generated by a user.

Your lock can appear out of range for a number of reasons. The first thing to try is to turn off and back on Bluetooth. The method to do so will vary depending on your phone. Look for a Bluetooth icon (), usually, it will have a blue background. Tap it once to disable it, wait a few seconds, then tap it again to re-enable it. On iPhone, this can usually be achieved from Control Center by swiping your finger from the bottom of the screen, but you can refer to this article or watch this video. On Android, this is usually achieved by swiping your finger from the top of the screen, but refer to this article if you need further help. Note on Android, you will also likely need to enable the Location feature. Once done, if the problem persists, you should check that you have given the app all the required permissions. This can be done in a different way depending on your operating system, refer to your OS manual for further help. On Android, you will likely need to give the app Bluetooth and Location permission, while on iOS Bluetooth is enough. Once done, if the problem persists, you will have to restart your phone. This is generally achieved by depressing the power button for a second or two and validating on the screen that you want to power off (or restart) the phone. Once done, if the problem persists, you should replace your lock batteries.