Use the software emergency unlock to immediately access your key in a genuine emergency—includes steps, consequences, and alternatives.
Video walkthrough
Use the software emergency unlock only when you must access your key and your keyholder cannot unlock you in time. If you think you may need this feature someday, practice finding the menu while you are not in a stressful situation.
Use the software emergency unlock
Open the device menu
While the device is locked (or a lock timer is running), press and hold the Lock/Enter button for about 2 seconds to open the menu.
Select Emergency Unlock
Scroll to Emergency Unlock and select it.
Review and confirm
Read the confirmation screen. If you want to proceed, confirm the action.
A QR code may appear that links to additional help.
Remove your key
The lockbox unlocks immediately. Open the back plate and remove your key.
You should see the device in an unlocked state and your lock session ends right away.
Completing a software emergency unlock enforces a 24‑hour cooldown during which you cannot start a new lock on the device. Plan accordingly.
If you only need a temporary pause for hygiene or comfort, consider using Take a Break instead of an emergency unlock. See Take a Break.
If the software unlock is unavailable
If you do not see the Emergency Unlock option, it may be disabled in your lock settings by you or your keyholder. In that case, use the hardware emergency unlock.
The hardware method is destructive and requires replacing the back plate. Use it only when the software method is not available.
- Follow the hardware procedure: How to do an Emergency Unlock by breaking the Backplate
- If the device UI is unresponsive or out of power and you cannot wait, the hardware method is still available.
Keyholders can choose to disable software Emergency Unlock from the dashboard when the device is unlocked. If it’s disabled, you will never see the option during a session.
Troubleshooting
- Make sure you’re holding the Lock/Enter button for ~2 seconds to open the menu on a locked device.
- Confirm you’re in a locked state (active lock or timer running).
- The feature may be disabled for your session. If so, use the hardware method: hardware emergency unlock.
- Plug in power and try again.
- Restart the device: see Restarting Device.
- If it’s still unresponsive and you must access the key, use the hardware method.
Hardware unlock doesn’t send a normal unlock signal. Ask your keyholder to end the session from the dashboard (see FAQs), or contact support if you’re self‑locked and need help resolving the state.
No. The current session ends immediately and the 24‑hour cooldown starts. You can prepare a new session after the cooldown.
Related
Quick Start
Overview of setup, locking, taking a break, and emergency unlock.
Restarting Device
How to safely restart if the UI is unresponsive.
Hardware Emergency Unlock
Destructive fallback method when the software option is unavailable.
FAQs
Answers to common Lockbox questions, including abandoning locks and session states.
0:00 If you need access to your key and the device is locked, you can use the software Emergency Unlock.
0:09 If the software Emergency Unlock is unavailable, there is also a hardware method. Use that only when the software method is not an option.
0:19 To use the software Emergency Unlock, open the menu on the locked device and scroll to Emergency Unlock.
0:34 If the option is disabled for your session by your keyholder, use the hardware Emergency Unlock.
0:45 Select the option and review the confirmation screen. You have a chance to cancel before proceeding.
0:53 Confirm to complete the Emergency Unlock. The device unlocks immediately and your session ends. A 24‑hour cooldown prevents re‑locking during this period.
1:12 After the cooldown, you can start a new session from the dashboard or on the device as usual.
1:26 If the software option is disabled or inaccessible for any reason, use the hardware method described in the linked guide.