Contact Us
If you have any questions or need help, please fill out the form below.
User support is available in Japanese and English.
For technical or warranty questions, please check FAQ page.
Outside of business hours (weekdays from 10:00 to 18:00 Japan time, excluding Saturdays, Sundays, and holidays), replies will be made sequentially on or after the next business day.
Note that we may take time to respond depending on the content of your inquiry.
Known Problems
We have identified the following issues with the Gen3 device. We sincerely apologize for the inconvenience caused. We are currently working on a firmware update to address these issues, and we kindly ask for your patience until the solution is ready.
- The Gen3 device may occasionally stop working. If you are unable to connect to the device via the app, please press and hold the device’s button for 3 seconds to power it on, or press and hold for about 15 seconds to reboot it.
- We have identified an issue on some SONY Xperia devices where Bluetooth pairing may intermittently disappear due to an Android OS issue.
- We are also aware of an issue with the Gen3 device where it detects slight vibrations while locked.
Top FAQs
Please try the following steps.
Restarting AlterLock Device
Press and hold the physical button on AlterLock device for more than 10 seconds to restart it.
The restart is completed within a few seconds, but it may take approximately 20 seconds for the mobile phone to detect and reconnect to the device.
Re-registering AlterLock Device
Occasionally, smartphone OS updates may cause loss of pairing information or reconnection problems. In such cases, please re-register the device.
1. In the app’s “Advanced Settings” > “Device”, perform either “Release” or “Force Release”.
2. If “AlterLock” remains in the Bluetooth settings of the smartphone OS, delete it.
3. Register the device again through the app.
If the problem persists, there may be an issue with the smartphone’s settings or condition.
Please check the following steps.
– Turn the OS’s Bluetooth settings off and then back on.
– If AlterLock app has not been launched since turning on the smartphone, start it again.
– If AlterLock app has been manually closed, launch the app again.
*Due to iOS specifications, if the app has been manually closed, automatic reconnection may not be possible.
Additionally, if the app has not been used for a long time or is in the background, the Bluetooth scan interval may be longer, and it may take about 30 seconds to reconnect. This is a normal iOS operation.
If the iOS Bluetooth system becomes unstable, the following steps may help.
*Please note that this operation will clear all Wi-Fi settings, Bluetooth pairing information, and other network settings, so please perform device release in AlterLock app beforehand.
1. Open the “Settings” app and tap “General”.
2. Tap “Reset”.
3. Tap “Reset Network Settings” and enter the iPhone’s passcode.
If it is still unstable, the problem may be model-specific. If you think this is the case, please contact Apple support.
https://sg.news.yahoo.com/iphone-15-could-bluetooth-problem-123002976.html
https://www.macrumors.com/2024/02/22/iphone-15-bluetooth-issues/
Please try the following steps.
Restarting AlterLock Device
Hold the physical button on AlterLock device for more than 10 seconds to restart it.
The restart completes in a few seconds, but it may take about 20 seconds for the mobile phone to detect and reconnect to the device.
Re-registering AlterLock Device
Occasionally, updates to the mobile phone OS can cause pairing information to be lost or reconnection issues to arise.
In such cases, re-register the device.
1. From the app’s “Advanced Settings” > “Device”, select either Release or Force Release.
2. If AlterLock is listed in the Bluetooth settings on the mobile phone OS, delete it.
3. Register the device through the app.
If the issue persists, there may be a problem with the mobile phone’s settings or condition.
Please follow the steps below to check.
*The availability of settings or their nomenclature may vary depending on the Android model and OS version.
– Turn the OS’s Bluetooth settings off and then on again.
– If AlterLock app has been manually terminated, launch the app.
Disabling Power Saving Features
Android has various power-saving features and unique apps that may stop AlterLock app or Bluetooth connection.
To check if power-saving features or apps such as Battery Saver, Power Saving Mode, Stamina Mode, Adaptive Battery are affecting AlterLock, try disabling them once. If you wish to use power-saving features, please exclude AlterLock via app setting if possible.
Checking Battery Optimization
1. Go to the Settings app, select “Apps” or “Apps and notifications”, See “All apps”, and select “AlterLock”.
2. In “Battery” or “Battery optimization”, set to “Don’t optimize” or “Unlimited”.
Checking Location Settings
1. Go to the Settings app, ensure that “Location” is turned on.
2. In the Settings app, select “Location service” > “Location accuracy”, make sure “High accuracy” is selected.
Checking Background Usage Restrictions
1. Go to the Settings app, select “Apps” or “Apps & notifications”, See “All apps”, and select “AlterLock”.
2. In “Battery” or “Battery optimization”, enable the item such as “Allow background execution”.
For Android 10 and Later
1. Go to the Settings app, select “Apps” or “Apps & notifications”, See “All apps”, and select “AlterLock”.
2. In Permissions, select “Allow all the time” for Location setting.
If the Android Bluetooth system becomes unstable, the following measures have been reported to help resolve the issue in some cases.
1. Go to the Settings app, select “Apps” or “Apps & notifications”, See “All apps”.
2. Tap the three dots in the upper right corner, then Show system apps.
3. Tap “Bluetooth” or “Bluetooth share”.
4. Tap “Storage and cache”, then “Clear storage”.
When registering or re-registering AlterLock Gen1, Gen2 devices, the “Authentication Code” listed in the start guide is required.
If you have lost the authentication code, please note the 6 to 8-digit device ID displayed as you proceed through the steps of the “Device Registration” screen, and confirm by entering the required information on this page.
Furthermore, if there is no connection history with the registered email address, the authentication code will not be displayed. In that case, please contact us through the inquiry form with the following information:
– Registered email address
– Device ID
– A screenshot of the receipt or order history proving the purchase of the AlterLock device
Please check the following first:
– Make sure that the device is fully charged. *The battery may be low when purchased.
– Press and hold the device button for more than 3 seconds, and complete the device registration within 60 seconds after the LED starts flashing red.
– Ensure that the Bluetooth setting of the phone OS is turned on.
– If the device has been connected to another mobile phone and that phone is nearby, delete the app and Bluetooth pairing from the settings.
– If pairing fails or pairing is forcibly released, perform a factory reset.
When re-registering the AlterLock device:
– Perform “Release” or “Forced Release” from the “Advanced Settings” > “Device” in the app beforehand.
– If forced release, please perform a factory reset of the device
– If AlterLock3 remains in the Bluetooth settings of the smartphone OS, delete it.
If the issue is still not resolved:
– Press and hold the AlterLock device button for more than 10 seconds to restart the device.
– Give it fewseconds till Restart is completed.
– Turn the OS’s Bluetooth settings off and then back on.
– Try restarting the AlterLock app.
The auto-lock function automatically switches the lock state based on the Bluetooth connection status with the smartphone and signal strength.
When the device is in close in proximity with the smartphone it enters the lock mode.
Please adjust the auto-lock sensitivity to the low side in “Advanced Settings” > “Devices”. If it is already at the minimum value, it is possible that the Bluetooth signal of the smartphone may be weak by default. When the smartphone is made of metal frame/casing or is in close contact with the human body, the signal strength may significantly decrease, causing it to enter the lock state even at close distances.
Even when approaching the device, it does not enter the unlock mode or takes time.
In this case, Bluetooth may be disconnected or the signal may be weaken due to the smartphone’s power-saving features or certain apps. Please try disabling the power-saving feature. Also, when using the AlterLock device, keep the app running in the background.
Depending on the smartphone model and settings, Bluetooth connection might take time or fail to reconnect after the smartphone has been in sleep mode for a long time. In such cases, please exit sleep mode and display the app.
Even if the distance between the device and smartphone has not changed, the lock state switches intermittently.
Especially indoors, where there are many devices emitting electromagnetic waves near the device and smartphone, intermittent signal interference may occur, causing the lock state to switch unexpectedly.
If Bluetooth is unstable
The Bluetooth connection might be unstable depending on the smartphone model, OS version, or individual differences. Updating the OS, restarting the device, resetting the network, or disconnecting other Bluetooth devices may improve the situation. For details on OS updates, please contact the manufacturer of your mobile phone.
The battery depletes within a few days
– Please confirm whether the firmware is up to date.
– In locations with very poor reception, transmission and location positioning times will increase, thus as a result battery run time may become much shorter than expected.
– For Gen2 devices, check if the regular transmission interval is in short intervals. It is recommended to set it to at least 180 minutes unless absolutely necessary.
– If the operation time has decreased suddenly, there might be a chance of battery failure.
The LED is constantly on (blue, red, purple)
– The LED lights up during USB charging. It flashes blue during alarm activation, positioning, and communication.
– If the LED is constantly on (blue, red, purple) when not charging, the device may be faulty.
The LED does not light up red or blue while charging
– Try using a different USB cable or flip the direction of the connector.
– If you are using a portable charger, charging may stop near full charge and the LED will turn off. This is a common behavior of when charging with portable charger..
The LED does not flash when pressing the button during device registration
– Charge the device first and then unplug the USB cable. Then, pressing down the button firmly for more than 3 seconds will make the LED flash.
– Next, press and hold the AlterLock device button for more than 10-15 seconds to restart the device. The reboot will complete in a few seconds.
– If the issue persists after restarting, the device may be faulty.
No alarm sound
– The alarm activates after the device is set to Lock mode and a certain level of movement is detected. However, the alarm might not sound due to the following settings or conditions:
– The alarm setting is turned off.
– The “Alarm Limit” set while in the Lock mode has been exceeded.
– The mobile phone’s battery is low, and the alarm has been automatically turned off.
– Right after setting to Lock mode. *After setting to Lock mode, a stationary state of about 1-2 seconds is required for the alarm to sound properly.
If none of the above apply or the volume has become extremely low, the device might be faulty.
If you suspect a fault based on the above symptoms, please check the warranty period and apply for an exchange via the contact form by selecting “Return/Exchange” > “Exchange”.
One service agreement allows for the use of up to three devices.
If you already have an existing service agreement, there is no need for additional contracts or changes to the agreement.
The device does not reconnect after a firmware update
Press and hold the AlterLock device button for more than 10 seconds to restart the device.
The restart will complete in a few seconds then try reconnecting AlterLock via the app.
Firmware update failed midway
The device will automatically reboot with the original firmware. This process may take several minutes.