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Help Center

The following are the most frequently asked questions we receive. If you cannot find your answer on this page, feel free to contact us and we will do our best to answer any questions you might have!

IMPORTANT NOTICE

If your HAVEN Connect has been damaged in any way via normal use or through an intrusion attempt, please uninstall the unit and contact us. Store the damaged lock in a safe place like a garage outside. Under no circumstances, open the internal components of the lock or alter the battery in any way. The battery can be a fire risk if damaged or not handled properly.

User Manual

Can't find your user manual? Download a copy here!

Installation Guide

Need help installing? Check out our online installation guide to help with almost any installation.

Need help?

If you can't find what you are looking for here, feel free to contact us and we will answer and questions you may have!

Frequent Questions


Troubleshooting

Haven Mech vs Connect Comparison Chart


  HAVEN Mech HAVEN Connect HAVEN Connect Bundle
Stronger Than A Deadbolt
Built with military grade materials
Mechanical Lock/Unlock
Mobile App
Keyless Entry
Bluetooth Keyfob
Built In Accelerometer
Forced Entry Alerts (HAVEN Beacon)
Wifi Bridge (Connect from anywhere)
Smart Home Integration
* Coming Soon
     

Will HAVEN work on my door that opens to the exterior?


Nope. Haven only works on doors that open inward.

What type of floor does HAVEN work on?


HAVEN can work on a variety of floors. HAVEN works best on hardwood, vinyl/laminate, concrete, and tile floors. If you have a question about whether your floor will work, please contact us.

Will HAVEN work on my double doors?


HAVEN will work on your double doors. Placing the HAVEN in the center of the door opening will ensure that both doors stay firmly shut.

Will HAVEN fit my door?


HAVEN will work on most doors. HAVEN is .8 inches (21 mm) high when unlocked. The distance from your floor to the bottom of your door should be larger than .8 inches (21 mm) in order to accommodate HAVEN. If the distance from the floor to the bottom of your door is less than this, HAVEN might still work. Send an email to support@havenlock.com and we will give you some alternatives. If your threshold height is bigger than this, you are all set.

What if my door has a gap greater than 1.5 inches?


In the locked and secure position, HAVEN will raise to 1.5” tall. If your door has a gap greater than 1.5” let us know. We will send you a riser at no additional charge. HAVEN has been strength tested with up to 2 risers installed. Adding more than 2 risers to the unit may change how it performs under stress.

What home automation platforms will HAVEN integrate with?


We plan to integrate HAVEN with any home automation system that will enhance how HAVEN operates. We are looking at all the major home automation systems including HomeKit, SmartThings, Wink, etc. Our first priority is to create a world class product, and then we will work on integrating HAVEN with other systems. Integrations are on the mid 2019 roadmap.

Can HAVEN be used for my business?


Yes. If your door opens inward and it meets the requirements, HAVEN could help protect your business. For most businesses we recommend our HAVEN Lockdown product which is ADA certified and provides protection for any inward or outward opening door.

Learn More About Lockdown

What mobile devices will be compatible with HAVEN?


At launch, Apple and Android devices and a custom Key Fob. This will expand as we continue to grow.

View Full List of Supported Devices

What if my door has a gap less than 0.8 inches?


You might still be able to install HAVEN if the distance from your floor to the door is less than the required height of .8 inches (21 mm). If your door is wooden, you can easily take small amount off the bottom. We have done this a few times for customers, and it takes only about 20 mins. Send us an email with your situation and we will work on a solution for you support@havenlock.com.

How will the weather stripping on my door affect my ability to use HAVEN?


HAVEN needs to firmly hit the bottom .25 inches of your door when in the locked position. If your weather stripping is preventing this, it will need to be removed. We recommend installing an outside door sweep when using HAVEN since it will not interfere with the lock and it will still protect your threshold.

Is HAVEN water resistant?


HAVEN has been designed to be impervious to the elements. The internal electrical components are completely sealed in watertight compartments. The external components of the unit will also be resistant to moisture from rain, snow, and everything inbetween.

What type of door do I need to maximize HAVEN's strength?


We recommend that a steel/aluminum or wooden exterior door with a solid interior. Any door with a hollow core or a foam interior will be less effective.

What tools are needed for installation?


Installing Haven requires different tools based on your floor. For a hardwood only install, you can use the install screws included in the box along with a power drill and a steel drill bit. You should have a pencil on hand as well to mark the floor and door where needed. Install on hardwood shouldn’t take longer than 20-40 minutes. If you have concrete or tile, you will need a few special tools. Head over to our install guide for a complete guide to installing Haven: https://install.havenlock.com/

What type of floor does HAVEN work on?


HAVEN can work on a variety of floors. HAVEN works best on hardwood, vinyl/laminate, concrete, and tile floors. If you have a question about whether your floor will work, please contact us.

Who can install HAVEN?


We designed HAVEN so anyone could install it. Don't feel like doing it yourself? No problem. We have a detailed, step-by-step installation guide to help get your through the process. This guide is constantly being updated and tweaked based on our customer feedback, so feel free to tell us if something is not clear or if we are missing something important. If you want to get some help, we suggest checking out a website like Home Advisor. They can assist you in finding a local handyman who can help with the install.

Installation Guide

Do I need a kickplate?


Installing a kickplate helps in two ways. One, it will prevent any damage to your door when someone attempts to open the door when HAVEN is up in the locked position. Two, installing a kickplate directly above your HAVEN, so there is no gap, reduces the amount of foreign debris and objects that can affect the product. Additionally, if you have an adjustable threshold, raising that to its maximum usable height is also advised. You can find our recommendation for a kick plate here.

Kickplate installed with HAVEN Photo 1

HAVEN instaled with kickplate to prevent debris and other objects from entering HAVEN.

Kickplate installed with HAVEN Photo 2

If you have an adjustable threshold, raising it to its maximum useable height to maximize lock efficiency.

When will HAVEN be ready to ship?


HAVEN Mech and Connect are currently shipping now! Units sell out quickly and will ship when they are ready and in the order that orders are placed so shipping times can vary. You can always send us an email to get more up to date information.

How do I track my order?


Your order should ship within a day. When your order ships, you will be sent a tracking number so you can track your package.

How do I return my order?


We accept returns within 15 days of purchasing HAVEN products. We also have a one year manufacturer's warranty on our locks. If would like to return your order, be sure to review our return policy and submit a return request via our secure return request form.

Return Policy

Will I have to pay customs for my HAVEN?


Yes, you will be responsible for paying any custom fees when your orders enters your country. We do not control the custom fees unfortunately. They are different for every country and different every time a product crosses the border. We send products internationally in way they will make these fees as low as possible, but we do not control how a country will import the product.

I never got my package


Oh no! Contact us here to let us know.

Can I cancel my order?


Yes, contact us to cancel your order. Please have your order number ready

Can I change my order?


Yes, contact us to change your order. Please have your order number ready

My HAVEN arrived damaged


Sorry about that, please contact us so we can send you a replacement unit.

My order is incorrect


Sorry about that, let us know right away and we will fix it.

What payment methods can I use?


We accept all major credit cards, Amazon Payments, PayPal, and Google Wallet. If there is a payment method you think we should add, please let us know.

When will my card be charged?


Your credit card will be charged as soon as you place your order. Some items that are on backorder or up for preorder will be shipped at a later date.

Will I be charged sales tax?


We only collect Sales Tax for orders being shipped to Tennesse since we are physically located in the Volunteer State. All other orders will not be charge Sales Tax.

What shipping methods are available?


We offer a variety of shipping options: Next Day Air, 2-Day Air, Ground, etc. You want it, we got it.

Do you ship internationally?


Right now, we are shipping only to the United States and Canada. We are hard at work setting up international distribution deals so HAVEN will be available for purchase internationally.

What is Haven Mech?


HAVEN Mech is the mechanical only version of the HAVEN Lock. HAVEN Mech is controlled via a foot pedal. It is commonly known as a privacy lock, meaning you can only use it while you are at home. HAVEN Mech can not be controlled remotely. It can only be manually locked and unlocked, which means you need to be home in order to use it.

How is HAVEN Mech different than HAVEN Connect?


HAVEN Lock has two versions: HAVEN Mech and HAVEN Connect. HAVEN Mech is a barrier door lock that prevent someone from kicking in your door. It is 10x stronger than a deadbolt. HAVEN Connect is the smart version of HAVEN Mech. HAVEN Connect can be controlled via your smartphone, computer, or key fob. HAVEN Mech can only be controlled by the foot pedal.

HAVEN Connect can be activated from anywhere, whereas HAVEN Mech can ONLY be controlled from within the home.

How Strong is HAVEN Mech?


HAVEN Mech like HAVEN Connect is 10x Stronger than the average deadbolt. An average deadbolt can be broken into with 3-4 kicks to the door. HAVEN withstands over 50 kicks.

Can I lock HAVEN Mech from outside my door?


No, HAVEN Mech is a privacy lock, which means it can only be locked from within your home or apartment

What if I want a HAVEN Connect after I bought a HAVEN Mech?


Well, you are in luck. If you already bought a Mech, we hope you love it. HAVEN Connect is the same exact lock but with the all the bells and whistles. It will be the exact same install as Mech. So if you want to replace your Mech, it is as simple as unscrewing Mech and screwing in Connect. Plus, we will get you a discount. Send us an email at support@havenlock.com and we send you a coupon code.

What are HAVEN's dimensions?


HAVEN is 3"W x 30"L x .8"H and fits standard doors. Measure your door against the dimensions to ensure a proper fit. It is recommended that you have a .9" clearance from the floor to the bottom of the door. The best way to test this, is to find a book that is .8" thick and lay flat on the floor next to the threshold. The door should open over the book with very little drag.

What is HAVEN made out of?


HAVEN is made out of a variety of materials giving it the proper strength needed to protect your home, including steel, Delrin™, and military grade nylon.

Can I control multiple HAVEN Connect's via the App or Key Fob?


Yes, you can control multiple locks via the App. It is very easy to do. No, you can’t control multiple locks with a single key fob. You can have multiple key fobs for one lock though. If you have a front door with Connect, you can have many different fobs work on that one door.

What home automation platforms will HAVEN Connect integrate with?


We plan to integrate HAVEN with any home automation system that will create a better experience for our users. At launch, we expect to integrate with IFTTT, Honeywell, and Nest. HomeKit integration will not be available at launch, but we plan on releasing a version of Connect that will work with HomeKit in the future.

How is HAVEN Connect powered?


The HAVEN Connect lock will use a rechargeable 3.7V, 5000MAH Lipo battery as the main power source. The rechargeable battery is good for 350+ charge cycles. The Lipo battery will need to be periodically recharged with the supplied, 5Vdc charging adapter.

What happens if my HAVEN Connect battery dies?


If your HAVEN battery dies, your lock can be locked and unlocked using the manual foot pedal, but you will not be able to lock and unlock with the app or keyfob until the unit is recharged.

In case of an emergency, how will I exit my home?


HAVEN can be easily unlocked by stepping on the locking gate.

Will HAVEN Connect be connected to security or police?


The initial version of HAVEN Connect will not connect to a private security company or the local police but will notify the homeowner who can then take action if necessary. We plan to add this feature as we roll out new versions of HAVEN and update our software.

I am in (country). When will HAVEN be available?


We are working on setting up international distribution deals in countries around the world. Stay tuned to find out when we will be available in your country.

Is HAVEN water resistant?


HAVEN has been designed to be impervious to the elements. The internal electrical components are completely sealed in watertight compartments. The external components of the unit will also be resistant to moisture from rain, snow, and everything inbetween. But we only advise using HAVEN indoors.

Is HAVEN secure?


HAVEN is very secure both physically and digitally. When HAVEN is locked, no one is going to be able to get through your door unless they have some heavy tools. HAVEN Connect uses military level encryption to keep hackers out and our app is built and secured by UniKey, one of the world's leading access control companies. UniKey is so secure even a group of hackers couldn't break into their system. Find out more about UniKey's security here. We believe HAVEN customers should have the best protection, and we know UniKey will protect our customers.

How much force can HAVEN withstand?


HAVEN is 10x stronger than a deadbolt. Check out our testing videos on our YouTube channel.

Can I use multiple key fobs with one HAVEN Connect?


Yes, you will be able to pair multiple key fobs to one HAVEN Connect.

What is the warranty on my HAVEN?


HAVEN offers a one year manufacturer's warranty. But if anything goes wrong just contact us and we will help.

How is HAVEN 10x stronger than the deadbolt?


HAVEN was tested under laboratory conditions against the deadbolt using a drop weight that simulated the force of a human kick. HAVEN on average lasted 10x longer than the deadbolt and in most cases was never breached.

How much does the lock need to touch the door for maximum strength?


Maximum strength of HAVEN against door

If the locking gate does not touch at least .25 inches of the solid part of the door's bottom, the door may skip over the lock. Make sure the lock touches at least .25 inches of the door's solid bottom.

How will HAVEN Connect pair with my smartphone?


HAVEN will pair with your smartphone via the HAVEN app for Android and Apple devices. View the instructions for pairing your device on our activation page.

Pairing Instructions

Can I control multiple HAVENs at once?


Yes, you will be able to control mutiple HAVENs at once via the App.

What home automation platforms will HAVEN Connect integrate with?


We plan to integrate HAVEN with any home automation system that will create a better experience for our users. At launch, we expect to integrate with IFTTT, Honeywell, and Nest. HomeKit integration will not be available at launch, but we plan on releasing a version of Connect that will work with HomeKit in the future.

What mobile devices will be compatible with HAVEN Connect?


At launch, Apple and Android devices and a custom Key Fob. This will expand as we continue to grow.

View Full List of Supported Devices

How can I temporarily share access to my HAVEN Connect?


You will be able to assign temporary digital keys for your HAVEN Connect through our mobile app and web portal.

Will HAVEN Connect open automatically when I come home?


You will need to unlock your HAVEN Connect using your key fob or mobile app when you arrive home. This geofencing feature is something we hope to implement in future versions of Haven.

Can I control HAVEN Connect when I’m not near the lock?


Using Haven's Mobile App in conjunction with the HAVEN Wifi Hub, you will be able to control your lock from virtually anywhere!

Can I see a history of use with my HAVEN Connect lock?


Yes, you will be able to see a log your pairings and eKeys generated and used by guests.

How many keys can I share?


You can share 5 guest keys to your door for free. After that, there will be a small charge for each key. We advise people to limit the access they allow to their HAVEN.

What happens if my HAVEN battery dies?


If your HAVEN battery dies, your lock can be locked and unlocked using the manual foot pedal, but you will not be able to lock and unlock with the app or keyfob until the unit is recharged.

My HAVEN won't hold a charge


If your HAVEN lock is not functioning properly, please contact us and we will find a solution for you asap.

How do I remove HAVEN?


HAVEN can be easily removed using a drill to remove the screws. If you used any tape during the install that can be removed using a solvent to dissolve the tape residue.

HAVEN does not respond when pressing lock on key fob or app?


If your HAVEN Connect gate fails to stay up when you press lock on the app or fob, please cycle through locking and unlocking the lock manually. Press on the pedal to lock, and press down on the locking gate to unlock. Do this 3-4 times. This cycling will reset the lock servo and you should then be able to lock and unlock with fob or app.

HAVEN won't lock/unlock


If your HAVEN Connect does not lock properly when you press "Lock" on the smartphone app or key fob, then there may be an issue with the nylon strap or servo motor. If the lock attempts to lock and then drops down, there are two possible solutions:

  1. Nylon Strap — Make sure your nylon strap is not bunched up within the unit. Manually open the locking gate and pull/tug on the open gate to stretch or flex the nylon straps. They could be kinked up in the gate or one strap could be too tight and need to be loosened. You can also take off the gate cover and pull the straps with your fingers. This usually evens out the nylon and allows the servo motor to reach its locked position. Check out the video below for more information:
  2. Loosen Screws — Sometimes if the screw closest to the servo (the left side of the unit when it is facing the door) is overtightened, the servo can fail to lift when you attempt to lock it via the smartphone app or key fob. Try loosening this screw a bit and then try to lock the unit via the app or key fob. This may allow the servo to fully lift the gate.
    Loosen Screws on HAVEN Connect to troubleshoot locking issues

What happens if I lose my smartphone?


You can control HAVEN via your key fob or manually via the foot pedal. If you lose your phone, we advise you to unlink your phone from your HAVEN Connect via the online portal to prevent unauthorized access. If you are locked out of your house you can send an eKey to another user via the online portal and use that device to gain access.

Pairing your key fob with HAVEN Connect


Instructions for pairing your key fob can be found on our Activation page. Follow the steps incluuded to successfully pair your key fob with your HAVEN Connect.

Key Fob Pairing Instructions

If you continue to have problems check out our pairing instructional video:

My Key Fob Doesn't Work


If you are using the fob for the first time, try going through the pairing process. If your fob stops responding and the LED Status Icon does not illuminate it is likely due to a dead or faulty battery. Send us a quick email and we will help you figure it out.

HAVEN won't lock/unlock.


HAVEN should function manually via the foot pedal no matter what. If it is not, please contact us right away. If the lock is just not working via the key fob, app, or web portal, there is probably an issue with one of those devices. The best solution is to go through the bluetooth pairing cycle. This will solve many different issues. If nothing works, check to make sure if the lock has power by pressing the Admin button under the control panel and check if the LED icon illuminates. If the lock has power and it is not functioning, contact us and we will find a solution for you.

How close do I have to be for my HAVEN to work over Bluetooth?


Bluetooth range is variable based on many different factors. The effective range can go from 10m to 50m. If you are having trouble connecting to HAVEN at a range of less than 10m or 33 feet, there may be another issue. Let us know, and we can help you out.

I never got my package


Oh no! Contact us here to let us know.

My HAVEN arrived damaged


Sorry about that, please contact us so we can send you a replacement unit.

My order is incorrect


Sorry about that, let us know right away and we will fix it.

I was charged incorrectly


Sorry about that, please contact us so we can fix it for you.

I don't recognize a charge on my bank/credit card statement


If you see a charge for HAVEN LOCK INC on your credit card statement and you don't know what it is, please contact us asap here.

How much downward weight can my HAVEN support?


While HAVEN is very strong, users should avoid putting a large amount of weight on top of the unit. Pushing a heavy cart over the unit could damage the lock. If you need to push a heavy object over the unit, lay down a thin piece of wood over the HAVEN unit and door threshold. This will distribute the weight and help prevent damage from occurring to the unit.

How strong is the VHB option?


HAVEN with the VHB tape option is 2x stronger than your deadbolt depending on floor type. See our videos page for VHB strength testing videos.

Do I need to install with screws?


You don't need screws with the tape option. We recommend, however, installing at least 1 screw in the install hole closest to side of the door knob. Every screw you add increases the strength of the tape by 2x. Simply remove the top cover, drill a pilot hole if necessary, and use a screw provided in the box your HAVEN came in.

How long does the tape need to cure before using HAVEN?


We recommend allowing the tape application at least 72 hours to cure before it reaches full strength. Make sure the floor is free from debris and is dry.

How do I remove the tape?


For official 3M instructions visit the following tutorial:

VHB Tape Disassembly (PDF)

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