Support2022-09-27T01:11:36-04:00

SmartONE Support

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Frequently Asked Questions

I’m in a community with Locomobi on site – how do I book visitor parking?2022-09-27T00:17:02-04:00

Visitors are added by the resident through the ONE! App. After the visitor’s information is added, the visitor will get a text message similar to this:

I know it’s recommended to keep my unit fan on auto, but should it be adjusted to low or off while on vacation or away for extended periods?2022-09-27T00:16:02-04:00

It’s always recommended to leave the thermostat on auto. While on vacation, it’s best to keep the in-suite temperature between 5-7 degrees below normal in the winter seasons, and 5-7 degrees higher than normal in the summer seasons. Your primary concern would be to save on energy costs while being away from home for long periods of time and this is the best way to do so. It’s important to not shut off the thermostat completely during vacations for the sake of your appliances, walls, pipes, plants, etc.

Using your ONE! app, you can change the settings back to normal room temperature when you’re 30-60 minutes away from home.

I have the following showing on my wall pad: 1. Thermostat isn’t showing on my wall pad. 2. Thermostat is grayed out on my wall pad. 3. Error message on my wall pad: Moderate How do I fix this?2022-09-27T00:15:36-04:00

Step 1: Ensure the Fan Coil Unit (FCU) is turned on. If you have more than one FCU, check them all.

Step 2: Ensure that in the fuse panel, the FCU breaker(s) are turned on

Step 3: On the wall pad:

  • Click on Apps
  • Click on Settings
  • Click on User Configuration
  • Click on Refresh Devices for HVAC
  • Click OK twice and allow the wall pad about 30 seconds to refresh connection with the FCUs

Step 4: After this is complete, go back to the home screen of the wall pad and check if your thermostat(s) are displaying and functioning properly.

Step 5: If still not displaying properly, restart the wall pad one more time after running the previous steps.

Can you provide a list of approved smart switches that we can purchase?2022-09-27T00:14:00-04:00

Manufacturer: Leviton
Model Number: DL15S-1BZ
Description: Control your light remotely from your Wall Pad and mobile App. 2-3/4″ electrical box required.
Datasheet: Click Here

Manufacturer: Leviton
Model Number: DL6HD-1BZ
Description: Control your dimmable light remotely from your Wall Pad and mobile App. 2-3/4″ electrical box required.
Datasheet: Click Here

Manufacturer: Leviton
Model Number: DG15S-1BW
Description: Control your light remotely from your Wall Pad and mobile App. 2-3/4″ electrical box required.
Datasheet: Click Here

Manufacturer: Leviton
Model Number: DG6HD-1BW
Description: Control your dimmable light remotely from your Wall Pad and mobile App. 2-3/4″ electrical box required.
Datasheet: Click Here

Can scenes be set to go off at a certain time, such as setting a ‘Morning’ scene for 7am?2022-09-27T00:11:53-04:00

Currently no, but the SmartONE team is working to provide this feature in the near future. Not only will you be able to trigger scenes at a certain hour, but it will also be possible to use sunset and sunrise as a trigger.

Can the wall pad also control lighting or motorized blinds?2022-09-27T00:11:30-04:00

Our wall pad and ONE! app is compatible with most Zigbee protocol devices. It’s recommended that you check with your property management team or with SmartONE Support (support@smart-one.ca) prior to purchasing.

Can the wall pad communicate with Google Home or other smart home devices?2022-09-27T00:10:49-04:00

We currently don’t connect to any smart home devices but planning to integrate Alexa with our SmartONE wall pad in the near future.

Why is my wall pad limiting my temperature controls?2022-09-27T00:10:30-04:00

Temperature limits are set by the property management in each community.

Lobby calls come in and I’m able to answer on the wall pad, but as soon as I click on “open door”, the wall pad restarts. The lobby door doesn’t open.2022-09-27T00:09:51-04:00

Restart your wall pad. The power switch is located at the bottom right of your wall pad. Turn off your wall pad and leave it off for approximately 5 seconds before turning it back on.

When someone calls from the lobby phone, I sometimes don’t see the person on my phone or there is a long delay before I see the person.2022-09-27T00:09:14-04:00

A call initiated from the lobby is immediately displayed on the wall pad but there is a slight delay in receiving that lobby call on your ONE! app. We’re working on an enhancement to reduce that delay.

Can you set the ring tone to ring for a longer period when someone buzzes to enter, so one has enough time to get to the SmartONE panel?2022-09-27T00:08:23-04:00

The length of the ring tone is set by default for each community and cannot be changed.

If no one is in the unit and no one answers the wall pad, both our phones will ring via the ONE! app. How do we open the door for the person in the lobby?2022-09-27T00:07:54-04:00

When your smartphone rings, you’ll have the option to answer the call or hang up. If you choose to answer, then you will see the person calling from the lobby and you can communicate with them. A button to open the door will appear on your smartphone while you speak to your guest.

When we are in the unit and someone calls from the lobby, we usually use the wall pad to answer and open the lobby door. Both of our phones also ring and continue to ring after we have answered the wall pad and have opened the door.2022-09-27T00:05:57-04:00

We’re working on an enhancement to our ONE! app for next year that will stop ringing on all paired phones once the wall pad or one of the paired phones answers the call.

When I call a suite from the lobby phone, the resident’s phone will ring via the ONE! app. If they try to open the door for me via their phone app, they are sometimes asked for a PIN #. What is the PIN?2022-09-27T00:04:53-04:00

For security purposes, the wall pad password is sometimes required to be entered on your phone to use certain functions – opening the door is one of them.

Can I open my lobby door remotely?2022-09-27T00:04:08-04:00

Some communities will have this feature available. The functionality to open the entrance door to the building with your smartphone will be available on your ONE! app. That button is located under Community and is called Access Control.

When I press the registration button to program my PIN/fob/fingerprint, the whole front panel lights up instead of just 1,2,4,7. How do I program my PIN/fob/fingerprint?2022-09-27T00:03:06-04:00

Step outside of your suite and lock your door by swiping down on the keypad:

  1. Enter your PIN code (do not press * at the end)
  2. Press # (instead of *) once
  3. Press # (instead of *) once more
  4. Press 8

This will restore your ability to program PIN/fob/fingerprint.

Can I open my suite door remotely?2022-09-27T00:02:05-04:00

Some communities will have this feature available. The button is in your ONE! app under My Home and is labeled Suite. If you have connectivity to our server through Wi-Fi or the wireless network, then you can click on the Suite button to open your door. It takes ~5 seconds before the door unlocks. The door will auto-lock within ~10 seconds if not opened.

Can I open my suite door by simply waving my phone in front of the door?2022-09-27T00:01:24-04:00

You can open the door with a PIN code, a fob, or through the ONE! app (as long as the ONE! app is paired with your wall pad). You cannot open your door by waving your phone in front of the door lock. That functionality is not available at your community.

What are the error codes displayed on my DDL panel?2022-09-27T00:00:36-04:00

Below are the numbered error codes that will flicker on your door lock keypad with their corresponding issue:

  1. If there were 5 or more incorrect PIN codes or fob attempts, the smart lock alarm will sound and be disabled for 1 minute.
  2. PIN number/smart fob registration failed.
  3. Maximum quantity of PIN codes has been stored.
  4. Deadbolt is jammed or blocked by foreign object.
  5. Tamper alert, someone is trying to force the lock.
  6. Unregistered PIN code was used.
  7. Unregistered fob was used.
  8. Fire Alert. The smart lock is sensing a high temperature in the suite.
  9. Dual lock activated from inside.
I lost my fob – how can I delete it from my DDL?2022-09-26T23:58:56-04:00
  1. Open your door and remove the battery cover to access the registration button; this is located just below the batteries. Push the registration button until you hear a beep.
  2. The keypad will illuminate. Push the number 7 to delete all smart fobs
  3. Press and hold # button for 5 seconds to delete all registered smart FOBs
How do I register my fob with my DDL?2022-09-26T23:57:42-04:00
  1. Open your door and remove the DDL battery cover to access the registration button; this is located just below the batteries.
  2. Press the registration button
  3. Once the panel lights up, press 2 on the keypad
  4. Apply your fob to area labeled Card

Note: Registering a new smart fob will wipe out all existing ones. If you require multiple smart fobs, they must be registered during the same session. For more info on how to do this, please see the link below.

Register Fobs
How do I change my PIN code on my DDL?2022-09-26T23:55:57-04:00
  1. Open your door and remove the DDL battery cover to access the registration button; this is located just below the batteries.
  2. Press the registration button
  3. Once the panel lights up, press 1 on the keypad
  4. Enter your 4-digit code
  5. Press * to confirm your code
  6. Press the registration button again to conclude the session

Note: Registering a new PIN will wipe out all existing ones. If you require multiple PINs, they must be registered during the same session. For more info on how to do this, please see the link below.

Register Pins
My wall pad and DDL are not communicating. What do I pair them again?2022-09-26T23:53:39-04:00
  1. On the wall pad
    • Click on Apps
    • Click on Control
    • Click on the pencil sign
    • Remove DOORLOCK01 (if it’s there) by clicking on the red button
    • Press YES to confirm deletion of the item
    • Exit back to the home screen
  2. On the DDL
    • Open your door and remove the DDL battery cover to access the registration button; this is located just below the batteries. Press & hold the registration button
    • The front panel of the door lock will light up with all numbers
    • Press 00* (clears pairing memory on door lock)
  3. On the wall pad
    • On the wall pad home screen, click on Apps, then Control
    • Click on the + sign
    • Your wall pad will now try to pair with your door lock
  4. On the door lock
    • Press & hold the registration button
    • The front panel of the door lock will light up with all numbers
    • Press 11* (initiates pairing request)
Do I receive a notification when the door lock batteries are almost dead and need to be replaced?2022-09-26T23:49:55-04:00

Currently, the DDL will display the low battery signal on the device screen and an audible low battery alert.

Can the property manager’s Master FOB work on my door lock?2022-09-26T23:48:48-04:00

Yes. We configure and provide a set amount of master fobs for the property management team to ensure access into your suite in case of an emergency.

Does the door lock automatically lock when I leave my suite?2022-09-26T23:48:20-04:00

No, the door lock can only be manually locked. When you leave your suite, swipe down on the keypad to lock your door. Otherwise, the door will remain unlocked.

 

 

Are there any tutorials available on how to use SmartONE technology?2022-09-26T23:47:43-04:00

This link includes tutorials on how to use the SmartONE door lock (DDL), wall pad, and ONE! app
https://www.youtube.com/channel/UCQTcrhyha44TI6lR7kcnfFw/playlists

Where can I find user manuals for SmartONE products?2022-09-26T23:46:57-04:00

SmartONE Solutions User Manuals: https://smart-one.ca/usermanuals/

How can I contact SmartONE Solutions?2022-09-26T23:45:17-04:00

On your ONE! app: Click on Settings –> Email Support –> Send email
By Phone: 1-844-976-2781
By email: support@smart-one.ca

Download App

Let’s start by downloading the ONE! app for your smartphone. Please visit your respective store and search “SmartONE Solutions” or click on the
 following buttons to be redirected.

Download App

Let’s start by downloading the ONE! app for your smartphone. Please visit your respective store and search “SmartONE Solutions” or click on the 
following buttons to be redirected.

Register Your App

Once downloaded onto your smartphone, run the ONE! app and follow the on-screen prompts.

1

Open the ONE! app

  1. Create a user account by filling in the required information
  2. You’ll receive an email from ‘SmartONE Solutions’ with a 6-digit security code
  3. Enter in the security code field
  4. Follow the prompts to set up your password
  5. Once directed to the login screen, please login using the email address and password you just created

2

Authenticate your account with your suite using your wall pad home screen

  1. Click Apps > User Account
  2. You’ll now see a QR code on the left side of your wall pad screen
  3. With the ONE! app opened on your smartphone, click the green ONE icon to connect
  4. This will activate the camera on your smartphone to scan the QR code on your wall pad
  5. Scan the QR code on your wall pad screen with your smartphone camera

3

You’re now connected to your suite!

For more in-depth registration instructions:

  • Download our step-by-step guide
GETTING STARTED GUIDE
  • Watch our video tutorial

Get user manual

Download the full SmartONE user manual to help you make the most of your smart living experience.

USER MANUAL

Support Inbox

Question about an issue? Email support is available

GET HELP

We’re here to help

For additional help with your in-suite experience:

1-844-9SMART1

(1-844-976-2781)

GET IN TOUCH

Support Inbox

Question about an issue? Email support is available

GET HELP

We’re here to help

For additional help with your in-suite experience:

1-844-9SMART1

(1-844-976-2781)

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