FAQ - General & Technical

[Evelyn]

General

• How do I find/register a new Sesame ?

• I didn't receive a verification code

• How do I register an account?

• How do I add a guest?

• I am out of adhesives!

• How long do batteries last?

• How can/do I change the email address for my Sesame?

• Sesame app asks me to sign in every time I open the app

• Sesame Cloud APIs

Wi-Fi Access Point

• How do I set up the Wi-Fi Access Point?

• The Wi-Fi Access Point isn't showing up in the app, how do I reset it?

• How many Wi-Fi Access Points do I need if I have multiple Sesames?

Software Troubleshoot

• How do I remove/unregister Sesame from my app?

• My guests tried pairing with my Sesame, but they could not discover it

• How do I set up Auto-Unlock and how does it work?

• How do I set up the Knock function and how does it work?

• My Sesame unlocked the door by itself

• Why is Sesame "Disconnected" with my phone?

• How do I re-configure lock angles?

• How to set up Auto Lock feature?

Hardware Troubleshoot

• After installing the long clipper, my Sesame still slides out

• How do I reset my Sesame manually?

• My Sesame doesn't think the door is locked while it is

• How do I install the green clippers?

Android Issues

• I can't find the Sesame app in Google Play Store

• Why is my Android app not connecting through Bluetooth on Android 6.x?

• I am using Android 5 & above, have Location Service enabled, but am still having trouble connecting to Sesame via Bluetooth

iOS Issues

• How can I join Sesame iOS app Beta Program to enjoy the latest features?

• I am running iOS 9.x.x (or other versions) and am having trouble connecting to the Sesame/CANDY HOUSE server

[jerming]

[ttraina]

Hello!

After installing my WiFi access point i’ve had lots of trouble getting the sesame to connect while walking up to the door. It likes to switch between the two connections and show “busy” a lot of the time. Or only use WiFi and then do nothing when I tap to unlock. The access point is very close to the router and the sesame and set up properly, it just works very slowly.

Usually it takes a few tries opening and closing the app to get it to finally connect and unlock.

Any advice?

[cim]

We'd be interested in checking out the logs so we can check it out! Could you email sesame@candyhouse.co with the following information?

1. App version
2. Device model
3. OS version
4. Sesame account email
5. Screenshot of when you notice the issue with your phone showing "Busy" and/or not connecting properly via Wi-Fi. The screenshot of the Status tab would be helpful as well in both these cases.

We'll take a look and let you know if we have any suggestions. Thanks! - CANDY HOUSE