Support
Choose the correct Lockbox recovery path for access, connectivity, firmware, and device errors.
Start with the symptom you can see. If urgent key access is involved, use the emergency route first.
| What you need | Start here |
|---|---|
| Urgent access to the key | Safety and Emergency Access |
| Software unlock is unavailable | Hardware Backplate Emergency Access |
| Dashboard and device disagree about online status | Check Online Status |
| Wi-Fi, dashboard sync, or remote commands fail | Connectivity Troubleshooting |
| An error code is on screen | Lockbox Error Codes |
| Support instructed you to reinstall firmware | Flash or Recover Firmware |
Do not flash, reset, or repeatedly restart a Lockbox when urgent access is required. Use the documented emergency access path first.
Contact support
Email support@researchanddesire.com with:
- the exact message or error code;
- whether the device is locked or unlocked;
- whether urgent access is required;
- the Wi-Fi indicator and dashboard status;
- what you already tried; and
- a photo of the screen or mechanism when safe to take one.