Why is my gate or bluetooth lock not showing in the LockVue app?

If your gate or Bluetooth lock is not appearing in the LockVue app, don’t worry — this is usually caused by a simple connection or setup issue and can often be resolved in a few quick steps.

1. Have you used the LockVue app before?

No — this is my first time

Please check the following before trying again:

✔ You have registered your email address correctly in the LockVue app
✔ Mobile data or internet is turned on
✔ Bluetooth is enabled on your phone
✔ Location Services are enabled for the app
✔ All app permissions have been allowed
✔ You are on the *'Find & Unlock”' screen in the app

If you are unsure whether permissions were accepted, try closing and reopening the app and accept any prompts that appear.

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2. The gate is not showing — what should I do?

The gate broadcasts continuously and should appear in the app when you are nearby.

Please check that:

✔ Bluetooth is switched on
✔ Location Services are enabled
✔ Mobile data / internet is connected

Then try:

* Moving closer to the gate
* Closing and reopening the app
* Trying again after a few seconds

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3. The Bluetooth lock is not showing — what should I do?

Your Bluetooth lock may be in sleep mode to preserve battery.

We currently have two types of Bluetooth locks in circulation:

Sensor Lock

Place your finger underneath the lock for 2–3 seconds to wake it up.

Button Lock

Press the button on the lock to wake it up.

Once the lock has woken up, it should appear in the app.

Quick tip:
If your lock is not showing, try waking it up first by either touching underneath the lock or pressing the button, depending on your lock type.

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4. The lock still isn’t showing — what else can I try?

Please try the following troubleshooting steps:

* Turn Bluetooth off, then back on
* Turn Airplane Mode on, then off
* Force close and reopen the app
* Restart your phone
* Move closer to the lock or gate
* Delete and reinstall the LockVue app

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5. I still can’t access my unit

If you’ve tried all the steps above and still cannot see the gate or lock in the app, please contact us and we will help troubleshoot with you.

Customer Experience Team

0330 822 4932
Open Monday–Friday, 8:00am–5:00pm

Sales Team

0330 808 0471
Open Monday–Friday, 8:00am–7:00pm, Saturdays 9am-6pm, Sundays 10am-6pm

Both teams can assist with the troubleshooting steps above and help resolve access issues as quickly as possible.

When contacting us, please provide:

* Your full name
* Your storage site location
* Your unit or container number
* A screenshot of the app (if possible)

This will help us assist you faster.

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