Malfuncting Aqara U100 locked us out and locksmith was required

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I am going to share my experience with my U100. As I said to Aqara Customer Support I am disappointed and pissed off.

I own a couple of dozens Aqara product. I though they have pretty cool products and based on online reviews I had the idea it was a great ecosystem to jump into at the time to automate my home. A couple of G3 hub cameras, 2 m3 hubs I got later, sensors (doors, temps, water…). And 2 Aqara U100 smart locks.

The backdoor u100 has worked well, apart from a from-time-to-time beep (like low battery but not) and the only way to stop it is to take batteries out and put them back again.

But the front door has been a nightmare. From time to time it has stopped working. It suffers that bluetooth not available mode and the only way to fix it is…again… take the batteries out and put them again. Resets don’t fix the issue, it comes back from time to time. But I have been lucky to have the key available when that happened, or someone at home to open from inside.
Yesterday, after a long trip we came back home to discovered the hub stopped working and there was not way to get it. No hubs reboots, no wifi reboots, nothing. Bluetooth was not available in the lock and it doesn’t matter apple home key, fingerprints, permanent codes or temp ones. Everything requires the f**king bluetooth and the lock didn’t want to respond.
We didn’t have the physical key with us, and because the backdoor is behind another door, the only possible way was to call a locksmith. 8pm, freezing cold and thanks god some neighbors allowed my kids to rest in their place until the locksmith came.
Result: over $200 to replace the lock. It was infuriating.

Front door lock: Hardware version: 1.3.1 | Main version: 3.0.0_0031 (app showing that is the latest for it) | Fron panel version 1.0.0_0031 | Back panel version: 3.0.0_0031 | Fingerprint version v3.2.6 | Voice version 1.0.2
That is the latest available version for it in the aqara app.

Back door lock: Hardware version: 1.3.1 | Main version: 3.0.0_0034 (app showing upgrade to 0034, not like with the front one) | Fron panel version 1.0.0_0034 | Back panel version: 3.0.0_0034 | Fingerprint version v3.2.6 | Voice version 1.0.2

I have here the lock, still working but broken by the locksmith so we could get it. I hope Aqara requests it to analyze it and a replacement is sent. Or the same one fixed. If not I will remove all aqara products and move to another brand.

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@qmp.domo I’m truly sorry to hear about the distressing experience you went through with your Aqara U100 front door lock—being locked out in freezing weather after a long trip sounds incredibly frustrating, especially with kids involved. Your detailed sharing is so valuable; real-user experiences like yours help shed light on practical challenges and drive product improvements. Thank you for taking the time to document the issues, from the recurring Bluetooth unavailability and battery-reset workarounds to the specific hardware/firmware versions—this level of detail is really helpful.

Since you’re hoping for Aqara to analyze the lock and explore replacement or repair options, I’d encourage you to submit this feedback through the official channels for the best chance of resolution. You can contact the Aqara Home App Customer Service Team (Profile> Help & Feedback > Customer Service) or scan the QR code:

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This will be more efficient. If you do not have an Aqara Home account, “Please click here” to create a ticket.

Your experience highlights important areas for product reliability, and I hope the team is able to address your concerns promptly. Thanks again for sharing—feel free to update the community if you have any developments

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Aqara sent me a replacement, lets see if this unot doesn’t produce same issue

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We’ve had the U100 for a while and thankfully haven’t run across this issue. We have been locked out due to the cold weather causing the lock assembly to stiffen up and the motor not being strong enough to turn the lock. The lubrication inside musnt be rated for cold weather unfortunately. Hope the new one works better!

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Yeah I suffered also slow / struggling mechanism maybe due to the lubricant, the motor, the cold… I will keep the post updated if that happens again.
Thank you