BLACK X App – Troubleshooting Guide

Account & Device Access

What should I do if I lose my phone?
Since your phone is used to unlock your smart lock, it is highly recommended to enable a screen lock (PIN, fingerprint, or facial recognition) on your device, or to set a screen lock for the app itself. If you lose your phone, you can log into the BLACK X app from another device using your account credentials. Once you log in on the new device, the previous device will automatically be logged out. We also recommend updating your account password through the app for added security.

If I change phones and download the app on a new phone, will my user permissions be retained?
Yes, all your authorized user permissions will be retained. Your permissions and settings will automatically sync once you log in to the app on your new phone using your credentials.

Connectivity

What happens if my Wi-Fi isn’t working?
Disable Wi-Fi before unlocking the door, especially in areas with poor connectivity. Alternatively, turn on Airplane Mode and try unlocking again. The app will use Bluetooth and local data to unlock the smart lock, ensuring access even in low-signal areas.

Will Bluetooth still work if Wi-Fi is off?
Yes. If Wi-Fi isn’t available, turn it off before unlocking the door. The smart lock will operate using Bluetooth and local data, so you can still access your lock in areas with poor or no internet.

I changed phones and now the lock doesn’t respond — what should I do?

If you’ve switched to a new phone and the app no longer connects to your lock, make sure the following are enabled on your new device:

• Bluetooth
• Location Services (required on Android for Bluetooth to work properly)
  Even if nothing else has changed, missing one of these settings may prevent the app from detecting the lock.

Key & Code Management

How do I send an xKey to another phone?

• • Open the BLACK X app
  • Select the lock and tap the “Key” icon, and then tap “Send eKey.”
  • Choose the time type, fill in the details, tap “Send,” and select how to deliver the eKey.

Note: The user must activate the eKey within 24 hours. Otherwise, it will be suspended for security reasons.

Can I issue a one-time use code for an eKey?
Yes, you can issue an eKey that allows single-use only.

What is the smallest amount of active time I can issue for an eKey?
The minimum is a one-time entrance. This eKey must be used within 24 hours of the start time and is valid for one-time use within that window.

Keypads (xPad / xPad+)

How do I pair an xPad or xPad+ to my smart cylinder? Open the app, go to the lock settings, select “xPad/xPad+ Keypad,” and tap “Add.” Use the keypad ejector tool to press the pairing key button (above the battery compartment) until the xPad/xPad+ flashes. Tap Continue and select the correct device from the list to finish pairing. Close the battery cover securely.

How many different user codes can the xPad/xPad+ accommodate?
The xPad/xPad+ can store an unlimited number of user key codes.

Can I delete one user code without affecting others?
Yes. Go to “xPad Keypad Passcode,” select the lock, choose the code, and tap “Delete.”

Can I issue a one-time use code for the xPad/xPad+?
Yes. Go to “xPad Keypad Passcode,” tap “Generate Passcode,” choose “One-Time Occurrence,” and fill in the fields.

How to Create a Passcode
Passcodes are an essential part of managing access and security with the BLACK X smart lock system. The app offers flexible options to generate and customize passcodes for various needs.

The length of the generated code is automatically determined by the system algorithm, based on the expiration period and the complexity of the recurrence. Shorter expiration periods result in shorter codes, while longer periods produce longer codes. The length typically ranges from 6 to 11 digits.

When setting up a code, you can select the “Custom” option to specify a validity period or choose an unlimited duration. Additionally, you have the flexibility to create a code of your choice, ranging from 4 to 9 digits — ideal for using a memorable number.

To create a code, follow these simple steps:

• Open the BLACK X app.
• Go to the Main Menu.
• Select “Keypad Code”.
• Choose the desired lock for approval.
• Click “Generate Code”.
• From the top bar, select the desired period length. (You can choose “Custom” to manually create a code.)
• Enter the required information.
• Click “Set a Passcode” to complete the configuration.

After configuring the code, you can send it to the authorized user via SMS or Email. Simply click “Notify via SMS” or “Notify via Email” to share the code.

Battery Management

How do I check battery level in my smart cylinder? From the main screen, view the battery percentage next to the lock name. The app provides low battery alerts at 10%, 5%, and emergency level. Even if the battery is fully depleted, you can always use the mechanical key.

How do I check battery level in my xPad/xPad+? Open the app, tap on the relevant xPad/xPad+ under the selected lock, and view the battery status.

How do I check battery level in my xFob? Go to the main menu > “xKey Remote” > select the remote > view “Battery” status.

Smart Home & Remote Access

Can I control my lock from anywhere in the world? Yes. With the BLACK X WiFi Bridge connected, you can lock or unlock your smart lock remotely from anywhere using the BLACK X App.

To enable this feature:

• Connect the USB-C WiFi Bridge to a power source
• Open the BLACK X App and go to the menu > Bridges
• Tap “+” to add the WiFi Bridge
• Select the displayed bridge and connect to your 2.4 GHz Wi-Fi
• Once setup is complete, you can remotely control your lock from the app

Learn more: https://black.inc/support_articles/how-to-install-wi-fi-bridge-step-by-step