Responses (2)

• M

  Marley_Ring

  Sorry to hear about this @Nkd83! Your Schlage lock and unlock option should be available during a Video Doorbell live view. While live viewing in the time line, please ensure the live view is in landscape mode/ view and tap the plus button. Then select the padlock to lock/ unlock. If you still do not see this option, please check out our [Amazon Key help center article](https://support.ring.com/hc/en-us/articles/360027029411-Key-by-Amazon-Works-With-Ring-) containing steps for setup, FAQs, and guidelines on how to access these options. I hope this helps! :)

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  13-04-2020 05:31:44

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  Nkd83

  Its not there under live view either. That is the frustrating part. It used to be on dashboard in the same rows as Nearby incidents and right next to the History button. and not sure what happened the ring app has totally lost that option for me. May be your staff needs to look in to it. I seriously urge Ring to look in to it so its not mis reprentation on your end becuase something did break as it was working fine for a month.

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  13-04-2020 06:24:10

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  Marley_Ring

  Thank you for trying that out! As I share this experience with our teams here, please confirm the model of Schlage lock you are using. Keep in mind, all Key-compatible locks other than the Schlage Encode wifi Smart Lock, require a Cloud Cam as part of the Key Smart Lock Kit.

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  13-04-2020 06:29:12

  M

  Markesan

  Hi, I'm having the same problem. I'm using the Schalge Encode Wifi Smart Lock and the Ring Video Doorbell Pro. Both are authenticated in the Amazon Key app. In the Ring app I used to see the little lock icon and be able to lock and unlock from the app. I've unlinked both Ring and Schlage from Key, individually and together, now dozens of time. I deleted apps and reinstalled them. Nothing. This functionality is quite important. I just want it back. Please advise. Thanks.

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  15-08-2020 11:09:55

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  Tom_Ring

  Hi @Markesan! It sounds like you have done quite a bit of troubleshooting on your own, thank you for being proactive! We do have a great Help Center article for the Key by Amazon app and Smart Locks [here](https://support.ring.com/hc/en-us/articles/360027029411-Key-by-Amazon-Works-With-Ring-). If performing those steps yields no success, please give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support. Come back and update us with your results!

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  20-08-2020 07:24:09

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  Boone

  > @Nkd83 wrote: > > Its not there under live view either. That is the frustrating part. It used to be on dashboard in the same rows as Nearby incidents and right next to the History button. and not sure what happened the ring app has totally lost that option for me. May be your staff needs to look in to it. > > I seriously urge Ring to look in to it so its not mis reprentation on your end becuase something did break as it was working fine for a month. Hello @Nkd83 . When you said, "_It used to be on dashboard in the same rows as Nearby incidents and right next to the History button_" it was then that I realized that you are referring to the "Shortcuts" banner feature in the middle of the phone app's Dashboard, correct? Now I'm just guessing here, because I don't have either the Smart Lock nor Amazon Key app. But if you are referring to the "Shortcuts", a recent update to the phone app (in the USA) modified the "Shortcuts", to add new features. While on your main Dashboard, swipe left on the Shortcuts until you see the the "Edit" icon on the far right, and click on "Edit." Then on this "Manage your Shortcuts" screen, you can now modify which Shortcuts you want to be **displayed (Visible Shortcuts)** or those shortcuts that you **don't want displayed (Hidden Shortcuts)** on your dashboard. You can even change the order the shortcuts are displayed on the dashboard, by holding your finger on the far-right "=" icon, to then move each shortcut up or down (which will show up as left-to-right on your dashboard). Remember you may have to swipe left/right on this Dashboard Shortcuts banner, if you have more than three Visible Shortcuts selected. @Nkd83 and [@Markesan](https://community.ring.com/t5/user/viewprofilepage/user-id/84507) , there is a possibility that your "Locks" icon button got changed somehow to a "Hidden Shortcut" and therefore now set to not be displayed. But @Nkd83 you also said, "_Its not there under live view either_ " and I don't know if restoring "Locks" on your Visible Shortcuts will fix this or not. I hope this helps you :)

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  21-08-2020 11:07:35

• J

  jawonder

  I just upgraded from the Peephole Doorbell to the Ring Doorbell Pro 2 . The peep hole door bell was linked to my Schlage Encode lock through the Amazon Key App . I removed the peephole Doorbell and now the Encode door lock is gone from the Ring app . I reset the lock removed it from the Key app and added it back and it’s still not showing up in the Ring app . I add the lock to a different camera in the Amazon key app but it’s still not showing up in the live view of that camera and on the dashboard in the Ring app. I have another lock which is a Yale z-wave lock and that’s showing up on the Dashboard. Also my new Ring Doorbell Pro doesn’t show up in the Amazon Key app as one of the Cameras to choose from . I read below where someone said to re-add the doorbell that the lock was attached to and then move the lock to a different camera., gonna try that when i get home later today . It’s nuts that this is happening to the Schlage Door lock, Amazon needs to fix this issue.

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  04-04-2021 03:29:54

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