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For additional information, contact us at support@latch.com.

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The cylinder clicks when I throw the deadbolt with a key
The cylinder cam is probably sticking on the set screw. Here's how to resolve:

1. Remove the side plate

2. Unscrew the set screw

3. Use the key to screw the cylinder in, one additional rotation deeper

4. Set the screw again

5. Test the deadbolt with the key

6. If successful, place face plate back on

7. If unsuccessful, unscrew set screw and push cylinder in another rotation. Repeat until it clears the set screw

The cylinder freely spins when unlocking with a key

The cylinder set screw is probably not set. Here's how to resolve:

Steps to Resolve:

1. Remove the face plate

2. Identify the set screw that is closest to the front of the door

3. Tighten this screw to completion

4. Test key

5. Replace faceplate

The thumb turn feels tight when throwing the deadbolt

Either the handle screws or the base screw are too tight. Here's how to resolve:

1. Remove the back escutcheon

2. Remove the battery tray

3. Slightly loosen the handle screws

4. Place the battery tray and back escutcheon back on and test the deadbolt

5. If it’s not fixed, remove the back escutcheon and battery tray. Slightly loosen the base screw.

6. Replace battery tray, and back escutcheon and test the deadbolt

7. If this is unsuccessful, please call LATCH

The outward handle moves freely but the inside handle does not

The handing on the door is probably backward. Here's how to resolve:

1. Remove the lock, and take a look at the mortise cartridge

2. Unscrew the two screws next to the handle hole, and make sure they are screwed in on the inside handle hole

3. If you need to flip the latch bolt, please use the included Alan wrench to remove the bolt screw

4. Remove the bolt and flip it

5. Reinsert the bolt screw into the latch bolt

6. Reinstall lock and test

I have to pull the handle up to open the door

Either the handle screws or the base screw are too tight. Here's how to resolve:

1. Remove the back escutcheon

2. Remove the battery tray

3. Slightly loosen the handle screws

4. Place the battery tray and back escutcheon back on and test the deadbolt

5. If it’s not fixed, remove the back escutcheon and battery tray. Slightly loosen the base screw.

6. Replace battery tray, and back escutcheon and test the deadbolt

7. If this is unsuccessful, please call LATCH

I'm unable to close the door because the latch doesn’t retract

The swing of the mortise body is incorrect. Here's how to resolve:

1. Remove the lock, and take a look at the mortise cartridge

2. Use the included Alan wrench to remove the bolt screw

4. Remove the bolt and flip it

5. Reinsert the bolt screw into the latch bolt

6. Reinstall lock and test

The latch bolt is facing the wrong direction

The swing of the mortise body is incorrect. See above.

Since the Latch M is a mortise lock, it is highly recommended to use a Latch-certified installer. Please contact support@latch.com for a list of installers in your area. See the Latch M Installation Guide for more information on installation.

The Latch M is designed to be installed on a standard 1.75" depth door.