What this usually means
If the “remote” control button disappears, the app often can’t confirm online connectivity or permissions for remote actions.
Fix steps (in order)
- Confirm you’re on the admin account (remote permissions usually require admin).
- Check gateway power (plugged in and stable).
- Confirm 2.4GHz Wi-Fi and internet are working.
- Restart gateway (unplug 10 seconds → plug back in).
- Refresh the lock in the app (pull to refresh / reopen app).
- If still missing: rebind/re-add the gateway to the lock and Wi-Fi network.
Common causes
- Router changed / Wi-Fi password changed
- Gateway moved too far from router or lock
- Account not admin / permissions changed
Still stuck? Contact support with your gateway model + router brand + screenshot of the missing button.