Lockly support team rules. After 6 years my lock had a rare power usage issue and started draining its battery quickly. When I contacted the support team, my support rep, Ab, was a total professional... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Lockly are a responsible company that stands behind its great products. Their customer agent Emma.M has been fantastic - responsive and professional and resolved my enquiry. I will always buy Lockly p... See more
Company replied
My experience with operator (Xian N.). I am pretty tech savvy and I had been trying to reprogram my 3-4-year-old Lockly Vision. I followed all the prompts and I honestly was dreading that I would h... See more
Company replied
Persistent assistance. They call back every time I need help, and when I don't answer because I'm occupied, they leave a message and try again later. The reps are kind and patient. I like that I am ta... See more
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Company details
Written by the company
At Lockly® our mission is to make every door safer and more secure by pioneering control, versatility, and access through our smart locks and property tech cloud services. Shortly after completing his graduate degree at the University of California Berkeley, our founder recognized the potential for a Silicon Valley-based property technology company. This, along with decades of successful international high-tech manufacturing and development experience, has inspired Lockly's innovative global product portfolio.
Contact info
2024 Macopin Rd., Unit F, 07480, west milford, United States
- 4159109522
- biz@lockly.com
- lockly.com
4.9
Excellent
718 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Great customer service/sales experience
April 30, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We’re so glad to hear you had a great customer service and sales experience. Providing helpful, friendly, and knowledgeable support is what we strive for every day. We truly appreciate your support and hope to see you again soon!
Excellent response and super…
Excellent response and super professional
April 30, 2026
Unprompted review
Reply from Lockly
Thank you so much for the kind feedback!
We really appreciate you taking the time to share that. It means a lot to hear that the support experience came across as professional and helpful—that’s exactly what we aim for.
If you ever need anything in the future, we’re always here to help.
Their app was unable to generate sms…
Their app was unable to generate sms code for registration. I contacted their helpdesk and I got a call back within 30mins and resolved the problem. I wasn't expect a call back from all the way from the US. Thank you very much for your help!
April 29, 2026
Unprompted review
Reply from Lockly
Thank you for sharing your experience!
We’re glad to hear the registration issue was quickly resolved and that our support team was able to get you up and running within a short time. We also appreciate your note about the callback experience—our goal is always to provide fast, effective help no matter where our customers are located.
We truly appreciate your support and are happy to have you with us. If you ever need anything in the future, we’re here to help.
You were absolutely phenomenal and…
You were absolutely phenomenal and truly professional! You're the reason why so many customers choose your locks over any other brands. It’s cutting-edge technology combined with durable, commercial-grade materials—truly impressive! Thanks Again Rusel
April 29, 2026
Unprompted review
Reply from Lockly
Thank you so much for the kind words and thoughtful feedback!
We’re really glad to hear you’re enjoying the technology and build quality—that combination of smart innovation and durability is exactly what we strive for. It also means a lot to hear that your experience with our team stood out as well.
We truly appreciate your support and trust in our products. If you ever need anything or have questions down the road, we’re always here to help.
SMS Verification Problems During Setup, Resolved by Support
I’m giving an average rating primarily because I wasn’t able to set up an account in the Lockly app on my own. The initial step—entering the verification code sent via email—worked smoothly. However, the next step, where a verification code was supposed to be sent to my phone via SMS, was very frustrating. I never received the code despite multiple attempts.
I also tried troubleshooting on my end by checking spam filters, disabling any message blocking features, and reviewing my phone settings, but nothing resolved the issue. As a test, I used my wife’s phone number instead, and she received the code immediately. For context, she uses an iPhone while I’m using a Samsung (Android) device. Regardless of the device difference, this technical issue made the setup process unnecessarily difficult.
That said, customer service was excellent—very responsive and helpful. They were able to set up my account for me, although they couldn’t identify what caused the issue in my case.
Because of the setup experience, I don’t feel a rating higher than 3 stars would be appropriate.
April 27, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback. We’re glad the email verification worked and that our support team could help get your account set up.
We’re sorry for the trouble with the SMS code—that’s not the experience we want for our users. We’ll share this with our technical team to investigate further.
We appreciate your input and hope everything runs smoothly from here on. Please reach out if you need anything else.
Excellent customer service and support
Excellent customer service and support! Very patient and helpful technical support person! The best ever!
April 28, 2026
Unprompted review
Reply from Lockly
Thank you so much for your kind words! We’re thrilled to hear that you had such a positive experience with our customer service and technical support team. Providing patient, helpful assistance is what we strive for, and your feedback means a lot to us. We truly appreciate your support!
Excellent response times
Excellent response times, same day. Pro-active and helpful with solutions.
April 27, 2026
Unprompted review
Reply from Lockly
Thank you for your patience and for sharing this update! We’re glad our Support Team was able to follow up promptly and get everything resolved for you. Your experience is important to us, and we appreciate the opportunity to make things right. If there’s anything else you need, don’t hesitate to reach out!
The quick response and follow up by…
The quick response and follow up by Lockly Support Team, finally, the issue has been resolved.
April 27, 2026
Unprompted review
Reply from Lockly
Thank you for your patience and for sharing this update! We’re glad our Support Team was able to follow up promptly and get everything resolved for you. Your experience is important to us, and we appreciate the opportunity to make things right. If there’s anything else you need, don’t hesitate to reach out!
Great customer service
Recent fingerprint scanner update altered performance however customer service resolved issue with speed.
April 27, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We appreciate you letting us know about your experience with the recent fingerprint scanner update. We're glad our customer service team was able to quickly address the issue and restore the expected performance. We’re always here to help if you need anything else.
Very nice talking to Emma
Very nice talking to Emma. She helped me precisely by ruling out the exact cause for my problem. Very efficient.
April 27, 2026
Unprompted review
Reply from Lockly
Thank you for your kind feedback! We're glad to hear that Emma was able to quickly and accurately identify the cause of the issue and assist you efficiently. We'll be sure to pass along your appreciation to her. We’re always here to help if you need anything in the future!
The online help topics and email reply…
The online help topics and email reply (even on a weekend, after hours) were extremely insightful and helped me solve the problem of my lock not working after the batteries completely died one day.
April 25, 2026
Unprompted review
Reply from Lockly
Thank you for sharing your experience! We're glad to hear that our online help resources and after-hours email support were able to provide timely, helpful guidance when your lock stopped working after the batteries died. It's great to know you were able to resolve the issue quickly. We appreciate your feedback and are always here to help whenever you need us.
Great help overall
April 26, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We're glad to hear you received great help overall. We appreciate you taking the time to share your experience and are here whenever you need assistance again.
great job from your team
they made it easy for us, took longer before , because we needed to follow the steps, from your team.
and the lock is working perfectly
April 25, 2026
Unprompted review
Reply from Lockly
Thank you for your feedback! We appreciate your patience while following the steps, and we're glad our team was able to make the process easier for you. It's great to hear that your lock is now working perfectly. We're always here if you need any further assistance!
Patience Shown to an Older Customer
The customer service rep was very knowledgeable. She also really cared about helping me. I really appreciated it.
April 25, 2026
Unprompted review
Reply from Lockly
Thank you for your kind words! We're so glad to hear that our representative was both knowledgeable and genuinely cared about helping you. Providing attentive and supportive service is very important to us, and we truly appreciate you taking the time to share your experience.
Agent Janeth is very patient
Agent Janeth is very patient, she waits for me and go step by step with me to make that I am on the eight page.
April 25, 2026
Unprompted review
Reply from Lockly
Thank you for your kind feedback! We're so glad to hear that Janeth was patient and took the time to guide you step by step, making sure you were on the right page throughout the process. We'll be sure to share your appreciation with her. We're always here if you need any further assistance!
Excellent Customer Service
Excellent Customer Service. Solid company that stands behind their products!
April 22, 2026
Unprompted review
Reply from Lockly
Thank you for your kind words! We're proud to stand behind our products and provide excellent customer service, so it means a lot to hear that reflected in your experience. We truly appreciate your support!
Best Customer Service !!!
My lock was not working correctly for a month .. cI called customer service, followed his easy to fallow instructions ... and yeah !! he fix it. Was like magic. Thank you so much !!!
April 25, 2026
Unprompted review
Reply from Lockly
Thank you for sharing your experience! We're sorry to hear your lock wasn’t working properly for so long, but we're so glad our support team was able to guide you with easy-to-follow instructions and get everything working again. It’s great to hear it felt like magic in the end! We truly appreciate your feedback and are always here if you need anything in the future.
Great help
Great help. John walked me through the install and I was set with in 5 minutes.
April 24, 2026
Unprompted review
Reply from Lockly
Thank you for your great feedback! We're glad to hear John was able to walk you through the installation and get everything set up so quickly. We'll be sure to pass along your kind words to him. We're always here if you need anything else!
I was unable to pair the hub with the…
I was unable to pair the hub with the lock
Just with the phonecall the assistant provide me all the information and guide me step by step to solve the problem.
I’m very happy
April 24, 2026
Unprompted review
Reply from Lockly
Thank you for sharing your experience! We're sorry to hear you initially had trouble pairing the hub with your lock, but we're so glad our support team was able to guide you step by step and get everything working. It’s great to know the assistance over the phone made a difference. We truly appreciate your feedback and are happy to have you as a satisfied customer!
I got a human
The fact that I was able to get ahold of a human that could help was everything 👍
April 24, 2026
Unprompted review
Reply from Lockly
That really does make a huge difference. When you’re stuck or frustrated, just getting a real person who understands the situation can turn everything around. Glad it worked out—those moments of actual human help feel rare sometimes 👍
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