Frequently Asked Questions
FAQ
Interlock Singapore FAQ
Answers about digital door locks, digital gate locks, installation, compatibility (HDB/condo/landed), app features, battery & USB-C emergency power, warranty, and support.
General
What Interlock does and how to pick the right lock.
1What is Interlock Singapore?
Interlock Singapore supplies and installs digital locks in Singapore, including main door locks, gate locks, and specialised models for glass and sliding doors. We focus on correct-fit recommendations, professional installation, and local after-sales support.
2How do I choose the right digital lock?
Choose by door type first (main door, metal gate, glass door, sliding door), then pick the access methods you’ll really use daily (fingerprint, PIN, card, app, face). Door structure and clearances often matter more than spec sheets.
3Do you provide advice before purchase?
Yes. If you’re unsure about fit or installation constraints, contact us with photos of your door/gate and existing lock area. We’ll advise a suitable model and what to expect during installation.
Ordering & Installation
What to expect from purchase to handover.
4How does ordering and installation work?
Typical flow: confirm door type and requirements → select model → schedule installation → installation + setup → handover guidance (how to use, add users, and daily operation).
5Is installation included?
Most purchases are designed around an install-and-handover experience. However, special doors, unusual cut-outs, or extra fabrication may have additional charges depending on site conditions.
6Do you remove my old lock?
In most replacements, the old lock is removed as part of installation. If there’s unusual hardware or non-standard fittings, the installer will confirm what can be retained or must be replaced.
7What is a “non-standard” installation?
Common examples include:
- Metal gate conditions requiring reinforcement or custom alignment
- Existing cut-outs that don’t match the new lock footprint
- Unusual door thickness/backset
- Obstructions near the handle area (frames, mouldings, grilles, glass fittings)
- Sliding/glass doors needing specialised mounting hardware
8How long does installation take?
Most installs are completed within the appointment window, but timing varies depending on door condition, alignment work, and whether additional fitting is required.
Door & Gate Compatibility
Fit guidance for HDB, condo, landed, gates, glass, and sliding doors.
9Can digital locks be installed on HDB main doors?
Yes. Most HDB main doors are compatible with digital door locks, but the best model depends on door material, thickness, and existing mortise/lock position.
10Can digital locks be installed on HDB metal gates?
Yes. Gate locks should be chosen specifically for metal gate use. Outdoor humidity, rain exposure, and gate alignment are important.
11Do you have a door + gate bundle?
Yes. Many Singapore homes use a main door plus a metal gate. If you want synced access or a consistent experience across both, tell us your preferred use-case (daily convenience vs advanced smart features).
12Which lock is for glass doors?
Mercury GD1 is intended for glass and related door setups where a glass-ready design is required.
13Which lock is for sliding doors?
Mercury SD1 is intended for sliding doors, where the lock body, latch style, and clearance requirements differ from standard swing doors.
Access Methods & Smart Features
Everyday access, logs, and guest management.
14What unlocking methods are supported?
Depending on model, you may have a combination of fingerprint, PIN, card, mobile app, and (on certain models) face recognition. The best setup is a mix of convenience + backup.
15Can I create access for helpers, tenants, or guests?
Yes. You can typically add multiple users and manage access methods per person. Some models also support temporary or limited access options (useful for contractors or short-term stays).
16Do your locks support access logs?
Many smart-enabled models support unlock logs (who unlocked, when, and by which method) via the app, depending on model and connectivity configuration.
17Can I unlock remotely?
Some models support remote unlock when properly set up with the required connectivity. Remote features depend on model, network environment, and how the lock’s smart module is configured.
Battery, Power & Emergency Access
What to do when batteries run low and how USB-C emergency power works.
18What happens if the battery runs out?
Most locks provide low-battery alerts before depletion. If power runs out, models that support USB-C emergency power can be temporarily powered using a power bank so you can unlock.
19Do Interlock locks have USB-C emergency power?
Many Mercury-series models include USB-C emergency power to reduce lockout risk during battery depletion.
20Do your locks have a mechanical key backup?
Some models include a mechanical key option as an additional backup method. Availability depends on model and door type.
Warranty & After-Sales Support
Coverage, support approach, and what to prepare when you need help.
21What after-sales support do you provide?
We provide local troubleshooting support and practical guidance for common issues (app setup, user enrolment, daily operation, and connectivity checks). Support approach may vary by model and installation context.
22Is there workmanship coverage for installation?
We provide workmanship coverage for installation-related issues within the stated period. If something feels off right after installation (alignment, latch smoothness), contact us promptly so we can help.
23What should I prepare before contacting support?
To speed up help, prepare:
- Your model name
- Short description of the issue
- Photos/videos of the lock behavior (if relevant)
- Whether the issue is on a door lock or gate lock
- Any recent changes (battery change, Wi-Fi/router change, user reset)
Troubleshooting (Quick Fixes)
Fast checks before you reach out for help.
24My app can’t pair with the lock. What should I check first?
Check these first:
- Phone Bluetooth is on and app permissions are allowed
- Stand close to the lock during pairing
- Confirm you’re on the supported Wi-Fi band (many smart devices require 2.4GHz)
- Restart the phone and retry pairing if needed
25Fingerprint recognition is inconsistent. What can I do?
Try these:
- Re-enrol the fingerprint carefully
- Add the same finger twice if allowed (different angles/pressure)
- Keep the sensor area clean and dry
26How do I reduce lockout risk long-term?
Best practices:
- Use at least two access methods (e.g., fingerprint + PIN)
- Keep a power bank accessible for USB-C emergency power (if supported)
- Replace batteries promptly when alerts appear
- Ensure at least one trusted person has access configured
Commercial / Office Enquiries
For offices, clinics, tuition centres, retail, and multi-site needs.
27Do you supply digital locks for offices and businesses?
Yes. We support commercial setups such as offices, clinics, tuition centres, retail spaces, and shared offices where access control, reliability, and user management matter.
28Can I request a quotation for multiple doors or sites?
Yes. For bulk orders, share door types, quantity, and desired access methods so we can propose suitable models and an installation approach.
Contact
Share door details so we can recommend the correct-fit model quickly.
Need a fast recommendation?
Send your door type (main door / metal gate / glass / sliding), a few clear photos of the current lock area, and your preferred access method (fingerprint / PIN / card / app / face). We’ll advise the best-fit lock and what to expect during installation.