Free help & advice Learn more

A Proud Australian Company Learn more

Register Now !FAQ

AUSLOCK SUPPORT • PRE-CLAIM TICKET

Create a Support/Warranty Ticket (Fast)

This form collects the exact details our technicians need to diagnose issues quickly. At the end, you’ll generate a ready-to-send email for support@auslock.net with a checklist of what to attach (photos/videos/proof of purchase).

Best results: add photos + short video

Typical review: 1–2 business days

Warranty: proof of purchase required

1) Your details

Full name*

Phone*

Email*

Installation address*

Use the address where the lock is installed (helps us understand environment + door type).

2) Purchase & warranty

Lock series / type*

Place of purchase*

Date purchased*

Date installed (if known)

Order / invoice number*

Proof of purchase ready?*

3) Installation details

Who installed the lock?*

Door material*

Door thickness (mm)

Installed on*

4) Power & connectivity

Battery type installed

Low battery warning showing?

Connection type*

Wi-Fi network (if using gateway)

5) What’s the issue?

Main issue*

When did it start?*

Constant or intermittent?

Has anything changed recently?

Extra notes (optional)

6) Troubleshooting attempted

Select everything you’ve already tried. This reduces back-and-forth and speeds up resolution.

Replaced batteriesFresh batteries installed (correct polarity).

Reset / power cycleReset attempted and tested again.

Updated app / firmwareApp updated and firmware checked/updated.

Re-added lock in appDeleted and re-added as admin where possible.

Checked door alignmentDoor closes smoothly; latch aligns with strike.

Checked gateway/Wi-FiGateway placement and stable Wi-Fi checked.

Tested via BluetoothStood near the lock and tested in app.

Tried alternate accessTested PIN/fingerprint/card/key where available.

Attachments checklist (what you will include)*

We’ll include this checklist in the email so you know exactly what to attach.

I confirm the information provided is accurate to the best of my knowledge* Submitting accurate details helps us diagnose faster and may reduce follow-up requests.

Visit our support center

Expert help & advice
Check your order status

Updates & tracking
Returns & exchanges

All you need to know
Price-match guarantee

Our promise to you