SmartKey FAQs

Keeping your keys safe

How do I register to ensure my keys can be returned if found?

We hope you never lose your keys but if you do and they are returned to us, we will use the information you provided when you registered in the app to contact you and arrange for them to be returned. If your details change or you skipped registration please ring us on the number in the Contact Us section of the app so we can update our records.

[Insured only] Please note that failing to update us of any changes to your personal details may invalidate your insurance cover.

What do I do if I lose my keys?

This device has been created to help prevent you from losing your keys. If youre more than 20 metres away and you have your phone, the app will alert you of a separation. If you have simply misplaced your keys within your home for example, open the app and you can call my keys to trigger the locate alarm. In the case that you cannot locate your keys, click on the map to see the last known location.

[Insured only] In the event that any of your keys attached to the key fob are lost, stolen or locked inside your home or vehicle; ring the number in the Contact Us section and quote your fob number. You must report any claim as soon as reasonably possible and within 30 days.

How can I avoid theft of my keys?

Over the years weve seen the consequences and disruption that can be caused by lost keys. Here are our top tips on what to avoid:

  • Never have anything containing your name and address attached to your keys.
  •  Never leave your keys under doormats, on a string through the letterbox, under a stone, on top of a door or window frame etc. An opportunist thief may be watching.
  •  Never leave doors or windows open when you go out. If you can get in, so can a burglar.
  •  Try not to keep all your keys on one keyring.
  •  Always leave a spare set of keys with a trusted neighbour, friend or family member.
  •  Sophisticated security measures now fitted as standard to new vehicles mean criminals are increasingly turning to key crime.
  •  Thieves are increasingly trying new methods of vehicle crime. This means stealing your keys to your vehicle first. Burglars have been known to break into houses and offices just to steal vehicle keys.
  •  Dont leave vehicle keys close to the front door where they can be seen.
  •  NEVER leave your keys in your vehicle – not even for a second. This is especially important when at a petrol station or when loading or unloading your vehicle.
  • Always lock your vehicle when leaving it.
What happens at the end of the year?

Your SmartKey comes with a one year recovery and assistance (repatriation) service. At the end of the year we suggest you remove the fob from your keys please see the FAQ on battery life on how to dispose of your fob safely.
If your keys are found and sent to us after your service ends we will not be able to return your keys. Any unregistered keys returned to us are securely destroyed.

Can you find my keys for me?

In the case that you cannot relocate your keys, the last known location of your keys can be seen by viewing the map on your app. This is specific to your app, we are not able to track the location of your keys for you. Should you be unable to find them, call the Helpline from your app, or ring the number in the Contact Us section and quote your fob number. You must report any claim as soon as reasonably possible and within 30 days.

Using your SmartKey

What phone settings do I need?

For SmartKey to work with your app you will need to enable location finding and have Bluetooth activated. To ensure that your location is as accurate as possible, we recommend that you enable WiFi on your phone, and connect to a secure local WiFi network when at home or at the office.

Ive paired my app to the wrong fob. What do I do?

For the best experience, you should choose a location to pair your fob away from other fobs in the area. The app will attempt to pair with the strongest signal which may not be your own. If you need to unpair and start again, go to More>Settings>Unpair Fob (at the bottom of the screen). You will not need to re-register.

Why wont my fob pair with my phone?

For safety, SmartKey fobs have the battery disabled when sent to you. Hold the button down on the fob for 5 seconds, then release it. The fob should beep and a blue light show when it is next pressed the fobs Bluetooth is now active.
Hold the fob close to your phone and press the + on the app. The phone is now searching for an active fob. Press the fob button once (short press) and the phone and the app should now pair.

Troubleshooting:

  • If the light on the fob does not come on, try removing and reinserting the battery then try again.
  • Make sure you have Bluetooth on your phone turned on.
  • For some phone models you may have to try a few times before the fob pairs.
  • If you are still having problems, please email us so we can help you. You can find our details in the Contact us section of the app.
How do I control the SmartKey noises? [with separation alerts]

Your SmartKey will alert if it is separated from your phone or the call button on the fob is pressed. It will beep if it loses connection with your phone. You may want to turn this off once you know your fob has successfully paired with your phone.

  • To switch off the alert when it is ringing, press the button on the fob. If it alerts because it has been separated from your phone it will stop on its own when your phone comes in to range.
  • To switch off the alert noise entirely go to More>Settings>Fob Separation Alerts>Fob Alarm on Separation
  • To switch off the connection beep go to More>settings>Fob>Beep on Connection

The volume of the alert cannot be changed.

How do I control the SmartKey noises? [no separation alerts]

Your SmartKey will alert if the test button on the fob is pressed. It will beep if it loses connection with your phone. You may want to turn this off once you know your fob has successfully paired with your phone.

  • To switch off the alert when it is ringing, press the button on the fob.
  • To switch off the alert noise entirely go to More>Settings>Fob Separation Alerts>Fob Alarm on Separation
  • To switch off the connection beep go to More>settings>Fob>Beep on Connection

The volume of the alert cannot be changed.

What is a SafeZone?

A SafeZone is somewhere you visit regularly and are happy to let your keys out of sight for example, when you are at home. When in a SafeZone, separation alerts will automatically be switched off so that you are not disturbed.
To set up a SafeZone, make sure SafeZones are enabled within your settings and connect to a WiFi connection in the area. Follow the on screen settings and you will be able to set a SafeZone.

Can I zoom in on the map to find my keys?

You can tap in the circle to bring up a bigger map view and zoom in.

SmartKey uses the same map technology as Google Maps. The accuracy of the location shown on the map will depend on how good the signal was at the point that the connection was lost between your fob and your app. This provides an approximate location. Once you have followed the map and you are close to your keys, use the call my keys function to find them.

How does the app know where I am?

Your phone uses a GPS signal in order to find your location on a map. Depending on where you are, this signal may be more-or-less accurate for example, if you are inside a building, your location might not be as accurate as if you were outside.

To ensure that your location is as accurate as possible, we recommend that you enable WiFi on your phone, and connect to a secure local WiFi network.

How do I update my details?

The My Account section will show the details you entered when registering your app. We will use these details to contact you if you lose your keys or need to make a claim. If the information is incorrect please let us know. Our details are shown in the Contact Us section of the app.

What does Deactivate App do?

If you are not going to use the app for a period of time you may want to turn it off. Deactivate App allows you to stop the app tracking your keys, stop all alerts and stop the any battery usage. Wed recommend using this setting rather than uninstall the app youll be able to easily turn it back on when you are ready without having to re-register.

Is it safe to travel/fly with my fob?

SmartKey will work anywhere in the world, although the accuracy of the location will depend on the strength of the local location signal. The fob uses a Bluetooth connection and does not require Mobile Data to be turned on to work.

Your fob uses Low Energy Bluetooth and is safe to take on a plane. However we recommend that while flying you use the Deactivate App function to avoid using your battery.

How long does the fob battery last? How do I replace it?

The estimated battery life is 12 months however this will be more or less dependent on frequency of use. The packaging comes with a spare battery which can be easily changed using the tool provided. Press the button, if a blue light doesnt come on its time to change the battery

What if I need to change my phone?

If you still have your old phone, uninstall the app. This will reset the fob back to the original settings.
Install the app on your new phone (following the instructions in the box). As you are already registered, skip registration, enter your fob number again and pair the fob as before.

Troubleshooting

Why do I get a lot of separation alerts?

The fob and your app communicate using Bluetooth. Bluetooth is a radio signal, and like other radio signals, it is subject to interference. The more radio noise there is (for instance, a busy office), and the solid objects between the fob and the phone (e.g. if is in another room), the more likely that signal is to be affected.

In addition, so that we are able to keep the battery life of both your fob and phone to a maximum, we use Bluetooth Low Energy which only occasionally checks that the device is still there, rather than being continuously connected.
If you are having problems with separation alerts, you can:

  • Create a SafeZone
  • Switch off alerts on the fob
  • Switch off alerts on the phone

When you are connected to a WiFi network, we will give you the option to save it as a SafeZone in the app. When you have done this, whenever you connect to that network, we will switch off separation alerts.

How do I stop my app from turning off after inactivity?

If you are using an Android phone, most manufacturers try to optimise battery life by putting apps you are not using into doze mode. For SmartKey, this can cause difficulties such as random disconnections alerts, or no longer monitoring the location of your keys.
All manufacturers put these doze mode settings in different places though they are generally under battery optimisation settings. For more information, sites such as https://dontkillmyapp.com/ give you details of where to find these settings for each manufacturer.

What do I do if my fob is faulty?

Most of the common problems are covered by these FAQ. If you are still having problems, or believe your fob is faulty please email us so we can help you. You can find our details in the Contact us section of the app.