Please follow the steps to do some troubleshooting.
*Please double-check if the device is registered under this account.
Some of our users registered the lock under another account, and finally, they could not find this device. If you don't remember which account you are using, please provide the lock serial number/Bluetooth MAC address in the trouble ticket, and we will help you to check.
Click here to find out *How to Access the Serial Number of ULTRALOQ
Click here to find out *How to find the Bluetooth MAC address of the lock
1. Log out and log in to your account again to refresh the device list.
2. If you are using the V2.0 version Xthings Home(Formerly U home) App, please ensure you are at the correct address(Location).
Click here to find out How to manage my Homes/Addresses in the new version Xthings Home(Formerly U home) App?
If you are the Admin, Normal User, or Temporary user invited by the Owner, you will need to switch the Address to the Shared Address.
3. If you have been invited to an Air-Mode lock, please enable the ULTRALOQ Air in the Xthings Home(Formerly U home) App, then pull the device list to refresh the device list.
4. Ask the Owner/Admin to check the App version number.
If the Admin uses the V1.0（v 01.xx.xx） version Xthings Home(Formerly U home) App, but you are using the V2.0(v2.x.xx.x) version, the inviting process will be failed. Please ask the Owner/Admin to upgrade the App version, then invite you again.
If you still cannot find it, ask the Owner/Admin to check if the user email they input when inviting you is correct.
Click here to find out What is the difference between the new and old versions of the Xthings Home(Formerly U home) App?
You may need
How to manage my Homes/Addresses in the new version Xthings Home(Formerly U home) App?
How to reset the lock from Xthings Home(Formerly U home) APP V1.0?
Xthings Home(Formerly U home) APP V2.0 User Guide & FAQ
Cannot find the device after being invited by the owner/Admin?