Thanks for reaching out to us! We're sorry to hear you've experienced issues with getting Sesame to work with a key. In our experience, here are a few issues that may cause Sesame to get confused:
1) Sesame is not installed directly over the center of the thumb turn and it's getting stuck due to being off-center. Solution: reinstall Sesame on your lock
2) There is a gap between the gripper and your knob so Sesame isn't accurately reflecting the knob's position when turned with a key. Solution: fill gap(s) with foam or purchase foam inserts
3) Turning with your key results in Sesame ending up at different positions than when using the app to lock/unlock. Solution: reconfigure angles while turning with your key
Please give these tips a try and hopefully it will resolve the issue. Thanks! - CANDY HOUSE