Level Smart Lock Shows Offline

After speaking with Ring support and confirming that my Video Doorbell Pro was compatible with the Level Bolt, I went ahead and ordered it and installed it yesterday. The Bolt works wonderfully within bluetooth range from the Level App, and I was able to go through the process in the Level App and the Ring app to link my accounts and add the lock to the Ring app. However, the smart lock shows as “offline” and is inoperable through the Ring app. Sidewalk is enabled within the Ring app/Level App/Alexa app. Both Ring support and Level support have been unable to help me after being passed back and forth, so I’m wondering if anyone here has any suggestions before I uninstall the Bolt and send it back to Ring. The smart lock is useless to me if I can’t use it remotely through the Ring app.

Hi @mjdev. It’s very interesting that your Level Lock is functional, but still showing offline. What type of phone are you using and what version of the Ring app is installed? Does the Level Lock show offline when you login to Ring.com? If possible, share a screenshot of what you are seeing in the Ring app. This might help the Community identify what is causing this. I can also share this with my team. :slightly_smiling_face:

I am experiencing the same issue, it is not offline all the time, but very, very often. I am presuming this is due to Amazon sidewalk, as this is pretty new for Amazon and I am sure there are bugs. I do not know if it is the reason, but I suspect it is, because couple of times when I signed out and signed back in it showed online again

I’m experience this issue as well with Level lock and Ring integration and ring support has not been helpful. The lock shows offline despite ensuring that everything has been setup properly. I even received confirmation from Levels backend support to ensure that the Level Lock is functioning properly.

Is there a fix available for this, Ring?

Apologies for the delayed response here. I have been working with Ring support for a few days and they seem to have finally got it figured out. They apparently pushed a firmware update out to my Video Doorbell Pro, and now the Level Lock shows correctly within my Ring app and I can control it remotely.

However, I am unable to share access to the Level Lock with my wife who has access to all of our Ring devices through her app. Does anyone have any suggestions or ideas? She has successfully added the Level Lock on the Level app and can control it when she is within bluetooth range, but should would also like the ability to control it remotely through the Ring app/Sidewalk.

1 Like

I’ve been having the same issue where I confirm that the lock shows correct status on Sidewalk, but will not lock/unlock. It works perfect with Apple Home or Level App.

Hi neighbors! I’d recommend making sure your Level Lock has the most up to date firmware. You can follow the steps in this Help Center Article here to have your devices updated. If these concerns persist, please give our support team a call at one of the numbers available here so they can take a closer look for you. 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.

Thanks for the information. I will try to figure it out for more. Keep sharing such informative post keep suggesting such post.