FAQs

PRE-SALES QUESTIONS:

Which countries do you support shipping to?

We support shipping to North and South America, Europe, Oceania. We support all countries on the aforementioned continents.If you are not sure whether we can ship to your country, please contact this mailbox by mail to support@ziilock.com. We will give you an answer.


Are there any other tariffs for buying ziilock?

When calculating the price, we do not need to add tariffs.


How much is the shipping cost for ziilock?

We provide fast global logistics at a unified global price of $10


How long does the logistics time take?

We provide fast global logistics, the United States and Germany will arrive within 7 working days. Other countries depend on the specific logistics situation.


I subscribed to the mailbox, but I cannot use the $10 discount, what should I do?


Please contact this email support@ziilock.com and we will resolve this issue for you.

  

AFTER SALES QUESTION:

What should I check before order ZiiLock?

In order to fully enjoy the ZiiLock, please confirm your smartphone is iOS 10.0 / Android 6.0 or above. Make sure the Bluetooth is working properly.

 

What should I do after received ZiiLock?

Read the User’s Manual carefully once you received the lock. Please charge the lock for 30 minutes or until the indicate light turns green to make sure it is fully charged. Download ZiiLock from AppStore or Google Play. Follow the instruction In User’s Manual to bind your lock and fingerprint(s).

 

*Official Type-C cable must be used during charging.

*Any adaptor over 1A is not recommended to be used for charging (can be charged through laptop USB port).

*Close the fingerprint cover before charging, and do not operate the lock or the App during charging progress.

*Always turn on ‘Vibration alarm’ in your App, otherwise there will not be notifications.

 

What should I do when using the lock?

Make sure your App can be connected when you are away from your lock. And always close the fingerprint cover and the waterproof cover after locking to prevent water or dust.

 

Where should I keep my keys?

It is recommended to keep one key with you while you are riding outdoor, just in case your fingerprint cannot be recognized or your phone runs out of power by accident.

 

What if the Bluetooth of my phone does not recognize the lock?

The Bluetooth of the lock is automatically turned off. Put your finger on the fingerprint reader for 5 seconds can activate Bluetooth.

 

What if the App shows lock already bound or needs authorization code?

1) Contact ZiiLock service team at support@ziilock.com, we will resolve the problem for you. For safety concerns, every customer must provide registered email address and MAC code (on the User’s Manual or in SETTINGS of the App) to identify the lock belongs to the correct purchaser.


Fingerprint is invalid
1) Try to charge and use fingerprints when the battery is sufficient. Recharge the lock, and make sure it is fully charged.
2) Check the update after connecting to the APP, (refer to 4.2) after the update is completed, use the fingerprint to unlock again. Connect ZiiLock App and check for upgrade.


Fingerprint cannot be entered
1)  Please make sure your fingerprint is dry and clean.
2)  Enter ‘Fingerprint Management’ in the settings of ZiiLock App. Follow the instructions of User’s Manual to add your fingerprint.
3)  Please delete the lock in the settings of ZiiLock App, and re-add the lock.


The fingerprint is not sensitive
1) Please make sure your fingerprint is dry and clean.


Can't turn on, can't charge
1) Please recharge the lock, and make sure it is fully charged.
2) Official Type-C cable must be used during charging. Any adaptor over 1A is not recommended to be used for charging (can be charged through laptop USB port).


Short standby time
1) Stand-by time may change according to different circumstances, i.e., times of using and weather, etc.
2) Log in ZiiLock App and check firmware for upgrading. The lock’s Bluetooth will turn off automatically when not using to extend stand-by time. But it still can trigger the alarm and notify the owner.


Bluetooth can't connect
1) Bluetooth is default off. Long press the fingerprint board for about 5 seconds to turn on/off the Bluetooth of ZiiLock. When the lock beeps with a red light, the Bluetooth of the lock is turned off.
When the lock beeps with a green light, the Bluetooth of the lock is turned on.
2) Please check your smartphone see if it is iOS 10.0 / Android 6.0 or above.
3) Restart ZiiLock App, and make sure your smartphone’s Bluetooth is on.


Bluetooth dropped
1) Log in ZiiLock App and check firmware for upgrading. The lock’s Bluetooth will turn off automatically when not using to extend stand-by time. But it still can trigger the alarm and notify the owner.
2) Bluetooth may be affected by different environment, i.e., weather and wall, etc.


Bluetooth distance

1) Bluetooth may be affected by different environment, i.e., weather and wall, etc.


Email cannot be registered

1) Please use different email account or facebook / google account to sign up.


The lock has been bound by another account
1) Please ensure your account is the one you signed up.
2) Please provide your purchase record and MAC code (on the last page of the User’s Manual) and email us at support@ziilock.com. We will help to verify the owner and resolve your problem.

Unbind
1)  Log in the ZiiLock App and enter SETTING. select Delete lock. This procedure will remove all settings of the lock.

The dust cover is broken

1) Please open the waterproof cover carefully. We have provided replacement in the package, so that you can replace it right away. But it cannot be inserted anymore. You can simply cut off the tail and put the cover on.