Level lock intermittently offline

The Level Lock and the Ring video doorbell pro (with serial number containing “15N”, so it is supported) came with a new home and was installed last week, both with the latest firmware. The level lock in the ring app becomes intermittently offline and comes back online and goes offline again several times during the day. Everything else works non-stop (Video doorbell pro, ring security, tv etc) It is a direct fiber internet conection with excellent wifi 6 coverage. Level lock normally works locally over BLE, I can use the Level App and lock/unlock the door all the time whenever I am in the house and within range. The integration between ring video door bell, amazon sidewalk and level lock is fine. I contacted level lock support and they said it was fine on their end I should contact ring support. Ring chat support in unable to help with this. Whenever the lock is offline, the video door bell pro continues to work normally. Other smart devices such flor by moen water device work normally. Whenever I am out, if the lock is online I can lock/unlock it from the ring app, meaning ring/sidewalk integration is OK.

Sorry to hear about this, @memin1857! It looks like you’ve done everything properly here to get this setup and operating as intended. I appreciate your attention to detail, and confirming that you’ve checked compatibility and firmware.

You’ll see this and more listed out in our help center article about the Level Lock. As you mentioned seeing the proper serial number, this should be compatible as long as your Ring Video Doorbell Pro does not start with “BHL1” or “BHL2”, as Sidewalk is not compatible with those devices.

When connecting your existing Level Lock to Amazon Sidewalk, remember to verify that your Level app is on version or later, and your Level device firmware is on version 2.23 or later. Please also ensure there is not a vpn enabled on your mobile device.

If this does not help to resolve your level lock connection concerns, our support team will be happy to take a more in-depth look at this for you. Please give our support team a call at one of the numbers available here. 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 to see how to contact support.