My smart lock is dead and I am locked out
Home Nura guide — category Smart Locks
Diagnosis
Warning: this symptom can indicate a serious hardware defect. Do not keep using the device until the cause is identified. We recommend contacting the manufacturer or an authorised repairer before any attempt to restart it.
Recommended procedure
Unplug immediately and do not continue using the device. Document the symptom (photo, video, sounds), then contact the manufacturer's support. In Europe the legal conformity guarantee covers this type of failure for at least two years.
Repair or replace?
If the fault persists after these checks and the appliance is no longer under warranty, compare the repair quote with the price of a new model.
If you replace it
Smart Locks: the models in our buying guide
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Best overall
Nuki Smart Lock Pro (5th generation)
Fits over your existing cylinder, with built-in Wi-Fi and Matter over Thread, a rechargeable battery and a very complete app.
Photo: © Nuki
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Best value
Nuki Smart Lock Go
Nuki’s entry model keeps Wi-Fi, Matter over Thread and the same app, with no bridge to buy.
Photo: © Nuki
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Best for phone-free entry
Aqara Smart Lock U200
Outdoor keypad included with fingerprint, NFC and PIN, plus Matter over Thread and Apple Home Key support.
Photo: © Aqara
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Other common failures on this category
These incidents affect the same type of appliance — diagnosis and recommended procedure for each.
Frequently asked questions
In Europe, any smart locks bought new from an official reseller benefits from a legal conformity guarantee of at least two years (Directive (EU) 2019/771). This guarantee covers defects present at delivery, whenever they first manifest.
You can pick: European law puts the legal guarantee on the seller, not the manufacturer. In practice, a store return is usually faster, but the manufacturer can repair if the damage is out of warranty. Keep proof of purchase.
Our public methodology adds a Nura Score /10 penalty to any smart locks whose recurring failures are documented in European user feedback. A model that breaks too often never tops our charts, brand notwithstanding.
Yes, within the limits of the European "right to repair": routine maintenance tasks (cleaning, gasket replacement, calibration) never void the legal warranty. Only irreversible hardware modifications can be a problem. For a smart locks, any handling documented in the manufacturer's manual stays covered.
The directive imposes a two-year legal conformity guarantee, with a presumption of pre-existing defect during the first twelve months — the burden of proof is on the seller. For a smart locks that breaks in that window, you're entitled to free repair or replacement, no strings attached on typical use.