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FAQ & Support

Frequently Asked Questions​

Why can't I log in to the tracking portal with my shop account?​

The shop account used at ishareit.bike/shop and the tracking portal account are separate systems. Register a dedicated account at tracking.ilockit.bike or use the credentials shipped with your order. See Account Setup & Applications.

The app cannot find my lock. Why?​

The lock accepts only one Bluetooth connection at a time. If another smartphone (e.g. a colleague's device or a rental app) is still connected, the lock is invisible to your app. Make sure all other devices are disconnected and you are within ~5 m of the lock. See Application & Pairing Diagnostics.

Can I use the QR code printed on the lock with the Service App?​

No. The QR code on the backside of the lock cannot be used with the Service App. Use the QR codes exported from the tracking portal via the "Tokens & Color Code" report. See Tracking Portal & Fleet Management.

The color code is not accepted — is the lock broken?​

Usually not. The color code cannot be entered while a smartphone is connected via Bluetooth, each entry step must start within 5 seconds, and 3 wrong attempts within 3 minutes trigger a 5-minute lockout. See Lock Operation.

Why does my lock show as "Unknown" or "Offline" in the portal?​

Common, usually harmless causes: no cellular reception (parking garage, basement), or the lock switched to low power mode to save battery. See Portal & Cellular Network States and Battery Management.

How long is tracking data stored?​

Events and position data are stored for 30 days. Export reports regularly or sync the data to your own system via the REST API.

A lock is completely dead in the field — what now?​

Connect a USB power bank to the USB-C port under the rubber flap. The lock wakes up immediately and can receive an emergency open command. See Power Management & Charging Issues.

Can the lock be opened or closed remotely (from the backend)?​

Only under three conditions: the lock is a GPS model, it is in constant tracking mode (external power or sufficient battery), and your fleet management software supports and is configured for backend control. Bluetooth-only models can never be controlled remotely. Verify with your software partner before relying on this feature. See Lock Operation.

What if the end user's smartphone battery is dead?​

Locks with a button can be opened via the color code without a smartphone — see Lock Operation. Essential Edition locks (DC…) have no button and can only be operated via the app / API.

Can multiple users operate the same lock?​

Yes. Access rights are granted centrally via the fleet management system, so several users can access the same lock one after another. Note that only one Bluetooth connection at a time is possible.

Do GPS locks require a subscription?​

Yes. GPS models require a separate GPS tracking subscription — free for 14 days from the shipping date, chargeable afterwards. Manage it at ilockit.chargebeeportal.com/portal/. See GPS Tracking Subscription.

I ordered the wrong lock model — what can I do?​

Contact support@ilockit.bike as soon as possible. Reordering or cancellation is possible as long as the goods have not been shipped; after shipping, a return or exchange is checked case by case.

How long is the delivery time, and are there minimum order quantities?​

The standard delivery time is 1–3 weeks. Most standard models can be ordered from 1 unit; special variants (e.g. CAN bus, Essential with external power, custom connection cables) have higher minimum order quantities — contact sales for details.

Contacting Support​

TopicContact
General support, problem reportssupport@ilockit.bike
Sales, Orders and shop inquiriessharing@ilockit.bike

To speed up processing, always include:

  • Your portal account email and, if applicable, the order number
  • The model designation and serial number of the affected lock (see Lock Model Overview)
  • The firmware and hardware version (shown in the Service App after connecting)
  • A short description of the issue, including the LED / sound signals you observed

You can also request a free demo or a system planning workshop via www.ishareit.bike — useful for unusual use cases or complex integration scenarios.