We are here to help you, and in the case of Kwikset products the manufacturer requires that any defective repair or replacement and troubleshooting *MUST* go through through Kwikset before a return authorization can be granted from your place of purchase. If you feel your product is defective you are welcome to contact Kwikset directly to get a case# and then provide us with that case# when you request a warranty replacement or service.
Most support issues tend to be related to trouble pairing with Zwave or 'handing'. In the case of pairing to your controller, in most cases you must have the lock within 1 meter of the controller to successfully pair, and then you may move it back to it's intended location. Then do a 'network heal' so the controller can map out Zwave device location.
In the case of 'handing' this is a process of making sure the lock knows if it needs to open left or right handed, and the quick guide discusses the steps.
Call: 1-800-327-LOCK (5625)
Support Hours: Monday-Friday
Closed Sundays and Major Holidays