My lock is installed; however, when I attempt to unlock the lock with the APP or my fingerprint, it is NOT unlocking, even though I can hear the motor inside the lock working.  Why won’t the lock unlock?

This type of issue is most likely due to using the incorrect bolt during installation.  The area where the Drive Bar passes through the bolt needs to be a + shape for the lock to function properly.  Some bolts have a – shaped slot, which will not work with the Cloud.

It is important to use the bolt provided with your Cloud Smart Lock.