Support
Click here to see answers to all of Frequently Asked Questions, which are broken down by component part.
Navigate below to whichever aspect of Knowio you want to gather more information on too.
If none of this information solves your query, please create a ticket.
Controller
Smart Padlock
Smart Keybox
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Frequently Ask Questions
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1. How do I set up my Knowio smart padlock?
Open the Knowio app (or Portal), choose Add device → Padlock, then follow the on-screen pairing prompts. Have the padlock charged and within Bluetooth range — device onboarding normally completes in under a minute.
1. How do I set up my Knowio smart padlock?
Open the Knowio app (or Portal), choose Add device → Padlock, then follow the on-screen pairing prompts. Have the padlock charged and within Bluetooth range — device onboarding normally completes in under a minute.
1. How do I set up my Knowio smart padlock?
Open the Knowio app (or Portal), choose Add device → Padlock, then follow the on-screen pairing prompts. Have the padlock charged and within Bluetooth range — device onboarding normally completes in under a minute.
2. How do I reset my Knowio access code?
In the app or Portal open the padlock (or keybox) page, go to Passcodes / Access Codes, then generate a new PIN or one-time passcode (OTP). You can set expiry/timed passcodes and revoke codes instantly from the same screen.
2. How do I reset my Knowio access code?
In the app or Portal open the padlock (or keybox) page, go to Passcodes / Access Codes, then generate a new PIN or one-time passcode (OTP). You can set expiry/timed passcodes and revoke codes instantly from the same screen.
2. How do I reset my Knowio access code?
In the app or Portal open the padlock (or keybox) page, go to Passcodes / Access Codes, then generate a new PIN or one-time passcode (OTP). You can set expiry/timed passcodes and revoke codes instantly from the same screen.
3. What should I do if my smart padlock battery is low?
You’ll receive a low-battery alert in the app. Recharge the padlock via USB-C (rapid recharge), monitor battery status in the app and schedule charging. If battery warnings persist after charging, open a support ticket.
3. What should I do if my smart padlock battery is low?
You’ll receive a low-battery alert in the app. Recharge the padlock via USB-C (rapid recharge), monitor battery status in the app and schedule charging. If battery warnings persist after charging, open a support ticket.
3. What should I do if my smart padlock battery is low?
You’ll receive a low-battery alert in the app. Recharge the padlock via USB-C (rapid recharge), monitor battery status in the app and schedule charging. If battery warnings persist after charging, open a support ticket.
4. How can I connect my Knowio controller to Wi-Fi?
If Ethernet/LAN is available, plug the controller into your network and it will come online. If not, use the controller’s 4G option (SIM) or local Bluetooth for onsite control. Use the app/Portal device setup flow or your installer guide to complete provisioning.
4. How can I connect my Knowio controller to Wi-Fi?
If Ethernet/LAN is available, plug the controller into your network and it will come online. If not, use the controller’s 4G option (SIM) or local Bluetooth for onsite control. Use the app/Portal device setup flow or your installer guide to complete provisioning.
4. How can I connect my Knowio controller to Wi-Fi?
If Ethernet/LAN is available, plug the controller into your network and it will come online. If not, use the controller’s 4G option (SIM) or local Bluetooth for onsite control. Use the app/Portal device setup flow or your installer guide to complete provisioning.
5. What if my Knowio device goes offline?
Check device health in the app (battery, signal). For padlocks use Bluetooth to open locally; for controllers check LAN/4G or gateway connectivity and power. Try a power cycle or re-pair via Bluetooth. If the problem continues, create a support ticket with device ID and recent logs.
5. What if my Knowio device goes offline?
Check device health in the app (battery, signal). For padlocks use Bluetooth to open locally; for controllers check LAN/4G or gateway connectivity and power. Try a power cycle or re-pair via Bluetooth. If the problem continues, create a support ticket with device ID and recent logs.
5. What if my Knowio device goes offline?
Check device health in the app (battery, signal). For padlocks use Bluetooth to open locally; for controllers check LAN/4G or gateway connectivity and power. Try a power cycle or re-pair via Bluetooth. If the problem continues, create a support ticket with device ID and recent logs.
6. How can I contact Knowio support?
Use Support in the app to create a ticket (opens a support form), or use the website Contact / Support page. For urgent local assistance you can call the NI or IE offices (numbers are on the site footer). Always include device type, unique device ID, app version and any error messages to speed up troubleshooting.
6. How can I contact Knowio support?
Use Support in the app to create a ticket (opens a support form), or use the website Contact / Support page. For urgent local assistance you can call the NI or IE offices (numbers are on the site footer). Always include device type, unique device ID, app version and any error messages to speed up troubleshooting.
6. How can I contact Knowio support?
Use Support in the app to create a ticket (opens a support form), or use the website Contact / Support page. For urgent local assistance you can call the NI or IE offices (numbers are on the site footer). Always include device type, unique device ID, app version and any error messages to speed up troubleshooting.
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Interested in becoming a trusted partner?
Knowio is sold exclusively via our network of professional security partners. Join us today to bring better security system control to your customers.
Find out more
© 2023 Inniovate, Ltd. All Rights Reserved
NI692285
Interested in becoming a trusted partner?
Knowio is sold exclusively via our network of professional security partners. Join us today to bring better security system control to your customers.
Find out more
© 2023 Inniovate, Ltd. All Rights Reserved
NI692285