# Not connecting to the lock **URL:** \ **Category:** Xthings Home App\ **Created:** [October 26, 2022, 9:16pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733 "2022-10-26T21:16:03Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 26, 2022, 9:16pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/1 "2022-10-26T21:16:03Z")
I’ve given feedback but haven’t received a reply except another copy of instructions on how to download the app. I am having issues connecting after installing. My lock is on there and all the info from the old app, but it just keeps spinning. Once in a while it will connect by itself without me trying, but this defeats the ability to use the app when needed. ---
**Author:** ![Carrie](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/carrie/32/1470_2.png) [@Carrie](https://community.ultraloq.com/u/Carrie)\ **Post date:** [October 27, 2022, 1:19am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/2 "2022-10-27T01:19:08Z")
> [@Miller7](#): > > Once in a while it will connect by itself without me trying, but this defeats the ability to use the app when needed. Hi, I would like to ask do you have the same problem happened to the older version of the app? ---
**Author:** ![Carrie](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/carrie/32/1470_2.png) [@Carrie](https://community.ultraloq.com/u/Carrie)\ **Post date:** [October 27, 2022, 1:19am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/3 "2022-10-27T01:19:43Z")
And do you keep the bluetooth turned on when connecting? When the lock is connected, is it connected via bluetooth or wifi? ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 27, 2022, 2:40am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/4 "2022-10-27T02:40:15Z")
Yes same issue with old app Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 27, 2022, 3:07am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/5 "2022-10-27T03:07:14Z")
That’s what I’m not sure of. I have wifi and Bluetooth on Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 27, 2022, 4:16pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/6 "2022-10-27T16:16:49Z")
Are you still with me here ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 27, 2022, 6:10pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/7 "2022-10-27T18:10:20Z")
I’m trying to reach you by email, here and by phone… Please someone reply so I can get my lock working ---
**Author:** ![Frank](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/frank/32/100_2.png) [@Frank](https://community.ultraloq.com/u/Frank)\ **Post date:** [October 28, 2022, 1:27am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/8 "2022-10-28T01:27:05Z")
Please delete the lock in the old app first, make sure it is deleted from the app settings, then the hard reset the lock. Add the lock to the new version App again, this should work. If not, please contact my email: [frank@u-tec.com](mailto:frank@u-tec.com) ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 28, 2022, 2:51am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/9 "2022-10-28T02:51:22Z")
Thanks Frank, Do I need to reinstall the old app again to delete the lock or can I delete it in my wife’s app? Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 28, 2022, 3:54am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/10 "2022-10-28T03:54:59Z")
I cannot delete the lock in my wife’s app or mine because it’s not connecting due to me resetting the lock by pushing the reset button. I get 1 long and 2 short beeps, then after a few seconds I get 2 short beeps. Tomorrow I will try again to connect or wait to hear from you. Thanks & Regards Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 28, 2022, 4:08am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/11 "2022-10-28T04:08:17Z")
Frank, I tried to connect with just Bluetooth and it’s doing the same thing. Stan Miller ---
**Author:** ![Frank](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/frank/32/100_2.png) [@Frank](https://community.ultraloq.com/u/Frank)\ **Post date:** [October 28, 2022, 6:27am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/12 "2022-10-28T06:27:55Z")
You only need to login in your account in the V1 version of the App, find whether the lock is still in the App. No need to connect the lock with the App, simply go to the settings , choose Remove Device, this will make sure the device is deleted in the cloud. Then hard reset the lock with a needle or pin, until you hear the long beeps. Then add the device in the New App. ---
**Author:** ![Frank](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/frank/32/100_2.png) [@Frank](https://community.ultraloq.com/u/Frank)\ **Post date:** [October 28, 2022, 6:29am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/13 "2022-10-28T06:29:16Z")
If can not find the device in the V1 version of App, please give me your email account registered in the App. ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 28, 2022, 2:39pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/14 "2022-10-28T14:39:57Z")
So I do need to install the old version back on my phone, log in and delete the lock since I cannot see the lock on my wife’s due to it not connecting. I will do that and see if that works Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 28, 2022, 2:53pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/15 "2022-10-28T14:53:50Z")
Thanks Frank, I went to the app to uninstall and tried once more before switching to the V1 app and it decided to connect. Now I have the lock and the bridge connected and working on my v2 app. My wife’s app now says no permission to unlock, and keeps disconnecting and reconnecting. Do I need to do something else in order for her V1 app to work? Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 28, 2022, 3:18pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/16 "2022-10-28T15:18:51Z")
Ok I think we got it now. I had to log my wife out of her app and then change her password and log her back in and now it’s working on both phones. Thanks so much for all your help and if you could update all the tickets for the others that were helping that would be great too. Thanks again sir! Stan Miller ---
**Author:** ![Frank](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/frank/32/100_2.png) [@Frank](https://community.ultraloq.com/u/Frank)\ **Post date:** [October 31, 2022, 2:38am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/18 "2022-10-31T02:38:23Z")
Glad to hear that, suggest you upgrade your wife to V2 ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 31, 2022, 2:39pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/19 "2022-10-31T14:39:15Z")
Ok, when I do, is there anything I need to do other than uninstall the V1 and install V2 and just log her in? Stan Miller ---
**Author:** ![Miller7](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/miller7/32/882_2.png) [@Miller7](https://community.ultraloq.com/u/Miller7)\ **Post date:** [October 31, 2022, 2:40pm UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/20 "2022-10-31T14:40:42Z")
Is there a reason our unlock codes keep disappearing in V2? We can open the door with them but it would be nice to see them again in the app. They were in V1 but not in V2. Thanks Stan Miller ---
**Author:** ![Frank](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/frank/32/100_2.png) [@Frank](https://community.ultraloq.com/u/Frank)\ **Post date:** [November 1, 2022, 9:50am UTC](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733/21 "2022-11-01T09:50:01Z")
First, the unlock code is there in the lock. There is a bug for the App, so it seems disappearing. Will get it fixed in the next release. If your wife share the same account as yours. Simply uninstall V1 and install V2, log in. [Next page](https://community.ultraloq.com/t/not-connecting-to-the-lock/4733.md?page=2)