If the phone you use for Lockin access is lost, secure the phone with Apple Find My or Google Find Hub first, then review every way that phone or its owner account can reach the lock. Keep a working local method—such as a PIN, palm-vein or fingerprint credential, face entry on supported models, or the mechanical key—while you check the Lockin Smart App from an available trusted device.
The important boundary is that locking or erasing a phone protects the phone. It does not, by itself, prove that a Lockin Smart session, a household co-manager, a Matter-connected home app, or an access credential has been revoked.
1. Secure the lost phone immediately
Use the phone platform’s own lost-device service:
- iPhone: Open Find My on another Apple device or go to Find Devices on iCloud.com. Select the iPhone, choose Mark As Lost, and confirm that the status is Activated. If it shows Pending, the phone has not yet connected and the request has not completed. Apple says Lost Mode locks the device and suspends Apple Pay cards; do not remove the phone from Find My while an AppleCare+ theft-and-loss claim is being processed. See Apple’s current instructions for marking a device as lost.
- Android: Use the Find Hub app or website to locate and secure the phone. Google’s current guidance says a supported device can be secured or erased remotely when it has power, a network connection, a Google Account, Find Hub enabled, and visibility on Google Play.
If the phone was stolen, change the passwords for the email account, Apple Account or Google Account, and Lockin account from a trusted device. Treat unexpected recovery texts, calls, and links as possible phishing attempts; never share a passcode or verification code with someone claiming to have found the phone.
2. Keep the door accessible while you work
Do not factory-reset the lock as your first response. A reset can affect the whole lock and is not the same as removing one phone or one person.
Before changing access, confirm that at least one authorized person can still open and lock the door. Depending on the exact Lockin model and what your household enrolled, that may be:
| Access path | What to check now | Why it matters |
|---|---|---|
| PIN or temporary code | Test an authorized code at the door | Confirms local entry while app access is being reviewed |
| Palm vein, fingerprint, or face | Test the enrolled method supported by the model | These credentials are stored and managed at the lock, not simply inside the lost phone |
| Mechanical key | Confirm where the backup key is and test it only if safe | Provides a physical fallback if the phone, network, or battery is unavailable |
| Another trusted Lockin account or home manager | Confirm the person is still authorized and can select the correct lock | A household invitation is different from sharing the owner’s login |
| Apple Home, Alexa, Google Home, or SmartThings | Check each connected home app separately | Matter access is a separate path from Lockin Smart App access |
Lockin’s current FAQ describes model-dependent local and app access, and recommends keeping the supplied mechanical keys in a secure place. The exact model manual remains the authority for its access methods and emergency-power procedure.
3. Review the Lockin Smart App from a trusted device
Install or open Lockin Smart on a trusted replacement phone. Sign in only through the normal Lockin account flow. Do not circulate the owner password to a family member: Lockin’s FAQ says multiple-device logins to one account are not supported. Where the model supports it, use the app’s household or Home Management invitation flow so another person uses their own account.
Then select the correct lock and review these areas:
Remove the app’s device entry when appropriate
Lockin’s FAQ lists this path for removing a device from the app:
Lockin Smart App → Profile → Manage device → Administrate → Delete devices
Read the confirmation carefully and make sure you are acting on the correct lock. This is an app/device-management action. The FAQ does not say that it instantly signs out every existing session or deletes every physical credential, so verify the result instead of assuming that it did both.
Review stored credentials under Manage Access
For the Video Smart Lock Veno series, Lockin’s FAQ gives this path:
Select the lock → Device Settings → Manage Access
From there, identify and remove or update a password, fingerprint, or palm-vein entry that should no longer work. The FAQ says those biometric records are stored locally on the device. That means a lost phone is not automatically the same thing as a lost palm, fingerprint, or PIN credential—but it also means you must review credentials separately if the person who lost the phone should no longer enter.
For Veno Solar and other models, use the current exact-model manual and app labels. Do not assume that a control shown for a Video Veno model appears identically on every Lockin product.
4. Check shared accounts and smart-home connections separately
A lost phone can be only one of several access paths. Check these independently:
- Lockin account: Change the account password if you suspect the phone could be opened, and contact Lockin support if you need session revocation or account recovery that the app does not expose. The current public FAQ does not document a universal remote “log out the lost phone” control.
- Home Management: Review invited household members. Remove or change a co-manager only when you understand the effect on the home and the lock. An invitation to another person’s account is safer than sharing the owner login, but it remains a meaningful permission.
- Matter or another home platform: Review the lock in Apple Home, Alexa, Google Home, or SmartThings. Remove the lost phone’s personal access to that platform, and review other residents, controllers, routines, and voice permissions. Marking an iPhone as lost does not revoke a separate Matter controller.
- Physical access: If the phone owner also knows a PIN or has an enrolled biometric, remove or replace that credential through the supported model workflow. If a mechanical key is missing too, treat the key as a separate security problem and ask Lockin or a qualified locksmith for the correct next step.
5. Verify the result at the door
After making changes, run a controlled check with an authorized person:
- Confirm the lock is actually closed and locked.
- Test the replacement phone’s intended app action only if remote control is needed.
- Test one retained local method, such as an authorized PIN or biometric.
- Confirm that a removed credential no longer works, if it is safe and the model supports that test.
- Check the activity history or alert path where the model and connection support it.
- Record which account, credential, key, and home-platform permission remains active.
If you cannot establish who can still open the door, if the account cannot be recovered, or if an unknown person may have both the phone and a physical credential, stop changing settings at random. Keep the door physically secure, preserve the lock’s model and serial information, and contact Lockin support for the exact account or ownership procedure.
What not to assume
- Lost Mode is not Lockin access revocation. It protects the phone and its operating-system data.
- Deleting a device in the app is not automatically a factory reset. It is not proof that PINs, biometrics, keys, household invitations, or Matter permissions are gone.
- Changing a password is not proof that every connected home app was signed out. Review each platform separately.
- A replacement phone is not a security test by itself. Confirm the lock, account, permissions, and physical entry at the door.
For model-specific setup and recovery details, use the Lockin FAQ, the Lockin user-manual library, and the product page for the exact Veno model. The safest Lockin setup is one with individual household access, a tested local fallback, and a written record of which app and credential controls each person has.