Emergency Release

Emergency Release provides the release options enabled for your current session. A soft release lets you temporarily unlock and re-lock while keeping the session. A permanent release ends it.

Option	What happens	Usage limit
Soft emergency release	Gives access to your combination or primary device, then lets you re-lock and continue the same session.	1–5 initial uses or Unlimited, with optional replenishment.
Permanent emergency release	Ends the session so you can reveal your combination or unlock the device. You cannot re-lock into that ended session.	Once per session.

Starting either flow in the app does not physically open a combination lockbox. A connected device still needs a successful unlock command.

Configure Before Starting

In self-lock setup or the shared-lock template editor, turn on Enable soft emergency release and set Uses per session. The slider runs from 1 through 5, followed by Unlimited. Soft release is disabled by default, and its initial allowance is one use when enabled.

Soft release and ordinary permanent emergency release have independent switches. You can enable either, both, or neither. A test lock keeps ordinary emergency release enabled; it does not automatically enable soft release.

Shared-lock setup shows whether each option is enabled and the soft-release allowance before the wearer joins. Editing a shared template changes future starts, not sessions already running. Saved presets retain the settings; a new session starts with a fresh usage allowance.

Additional options are available, all off by default:

• Freeze timer during soft emergency release: pause the countdown until re-locking is complete.
• Require a new re-lock verification photo: submit a separate photo showing that you have re-locked. No approval wait is required unless the separate keyholder-approval option is enabled.
• Added time: choose an unlocked-time multiplier from 0 to 10, in steps of 0.5. Zero disables added time. For example, 10 minutes unlocked at ×2 adds 20 minutes when re-locking completes. This is additional time, separate from any optional pause.
• Cooldown before first use and after re-locking: wait the configured duration after session start and after each completed re-lock. Zero disables this restriction. Soft release is also unavailable when the remaining timer or configured hard deadline is shorter than the cooldown. Exactly reaching the cooldown, or having exactly that much time remaining, satisfies the boundary. Availability is checked again when the release starts, so a delayed request may become unavailable without consuming a use. Frozen countdowns include pending added or removed time; card locks use only their hard deadline for this end-of-session restriction. Hidden timer values remain hidden.
• Require keyholder approval of the re-lock photo (shared locks): require a fresh photo and approval from the current keyholder. A soft-release freeze remains active until approval. The unlocked-time penalty stops at the wearer's successful submission, so waiting for approval does not add another penalty. Self locks do not require keyholder approval.
• Replenish a use when none remain: choose a minimum and maximum interval in hours (1 hour to 365 days) and a 0–100% chance. After re-locking with no uses left, the server waits a random interval in that range, then tries to grant one use. A failed attempt starts another interval. Equal minimum and maximum values give a fixed interval; 100% always grants a use at the check. Checks run about once per minute, so grants can arrive slightly after the interval. No uses accumulate while one is available, during an active release or approval wait, while soft ER is disabled, or after the session ends. Unlimited allowances need no replenishment.

Trusted keyholders can edit these options under Lock Settings → Soft emergency release. Freeze, photo, approval and multiplier options are captured when a release starts; editing them does not change a break already in progress. Cooldown changes affect eligibility for the next use. Changing cooldown, approval or replenishment settings restarts any pending replenishment interval. Enabling or restoring soft ER preserves saved options, consumed uses and replenished uses.

For example, with one initial use, a 12–24 hour replenishment interval and a 50% chance, using that allowance and completing re-lock starts a wait. The next check either grants one use or schedules another 12–24 hour wait. Previously consumed uses remain in the history; replenishment never resets them. Missed checks during server downtime are not accumulated.

Paid Emergency Release Keys have separate rules and end the session when used. Enabling soft release does not enable paid keys or permanent release. See Emergency Release and Digital Keys.

Start a Soft Release

1. Open the active lock's details and choose Emergency Release.
2. If both options are available, select Temporarily unlock, then re-lock. Otherwise, the dialog shows the available option. Check the remaining soft uses before continuing.
3. For a shared lock, choose a reason: Health or medical need, Pain or discomfort, Device or lock problem, Personal emergency, or Other urgent reason.
4. Choose Use soft emergency release and wait for Soft emergency release is active.
5. Use the displayed combination or photo to open the lockbox. For a device lock, choose Open device controls and unlock the device.

Starting the release consumes one soft use. Closing or reopening the dialog does not consume another use or finish the release. History records release usage and remaining uses, re-lock submissions and their calculated time penalty, approval, and replenishment. Maximum timer limits can reduce the applied penalty, and card locks convert it to red cards. The shared lock's keyholder receives release and re-lock notifications; approval requests link to the lock for review.

Timers and Session Settings

The session stays active throughout a soft release. Timers keep running by default. When the optional freeze is enabled, the countdown and card cooldown pause until re-locking completes, including any required photo submission and keyholder approval. Ending another freeze during this break does not resume the paused timer. Re-locking or approving preserves an independent freeze that is still active.

If another freeze starts during the soft release, the original paused card cooldown and accumulated time are preserved. The re-lock dialog continues to show the options captured for the active release, even if soft ER is disabled or its settings change during the break.

A timed programmable freeze also takes effect during a paused soft release. For example, if a program freezes the lock for 20 minutes and you re-lock after 5 minutes, the independent freeze continues for its remaining 15 minutes. If the freeze expires first, the soft-release pause continues until re-locking. Added time is retained while another freeze remains active.

There is no soft-release re-lock deadline. If added time is enabled, the app multiplies the elapsed time from release to the successful re-lock submission by the configured multiplier. It applies the result once, even if a failed completion needs retrying. Timer locks respect their maximum release date; card locks convert full time chunks into red cards and carry the remainder forward. Settings and hygiene allowance are preserved. Re-locking does not refund the soft use already consumed.

A soft release and a hygienic unlock cannot be active at the same time. Finish the active opening before starting another. Soft release does not use the hygiene schedule, timer-freeze option, or late-relock penalty.

Re-lock and Continue

The dashboard shows Finish your soft emergency release above your lock card. Choose Open re-lock to continue. This reminder stays available after dismissing the dialog or refreshing the page, until you re-lock or end the session. You can also return to Emergency Release in lock details.

Keep the session's original method:

• Digits: set a new combination on the physical box and enter the same 3–12 digits in New combination.
• Photo: set a new combination and select its new photo. JPEG, PNG, WebP, and GIF images up to 10 MB are accepted.
• Device: open the controls for the session's existing primary device and lock it physically. Soft relocking keeps that device assignment; it does not switch to a different device or combination method.

If photo verification is enabled, add a new Re-lock verification photo showing the secured device. This is separate from the combination photo and accepts images up to 10 MB. The wearer and current keyholder can view the latest submitted photo from Session Details; replacing it retires the previous photo.

Choose Re-lock and continue, then confirm I have re-locked only after checking the physical lock. Keep access to the new combination until the update succeeds; if submission fails, retry without discarding it. With approval disabled, wait for the Re-locked confirmation.

With approval enabled, successful submission shows Re-lock approval pending, or Unfreeze pending when the soft release paused the timer. The current keyholder opens Session Details → Review re-lock photo, reviews the photo and chooses Approve re-lock. Approval completes the release and starts the next cooldown. Retrying submission or approval does not add the time penalty twice. Disabling soft ER during this wait does not remove the photo or prevent approval.

After successful submission, temporary combination access ends and the primary device's normal restrictions return, including while approval is pending. Existing restrictions on additional devices remain in place throughout the soft release.

You can use soft release again while it remains enabled, the cooldown and remaining-time requirements are satisfied, and you have uses left or an Unlimited allowance. Exhausting the allowance does not prevent completing an already-active release.

End the Session Permanently

When ordinary emergency release is enabled, choose End session permanently in the Emergency Release dialog. This is a one-time, permanent action. Follow the resulting combination-reveal or device-unlock flow.

During an active soft release, lock details also offer End session permanently instead when ordinary emergency release is available. This ends the session rather than completing a soft re-lock. If only soft release is enabled, the dialog does not offer a permanent ending.

For other ways a session can end, see Unlock Your Lock.

Disable Release Options

The wearer can open Disable Emergency Release in lock details and choose Normal ER, Soft ER, or Both. Only currently enabled options can be selected; Both requires both options to be enabled. Enter the displayed confirmation code, choose Continue, and confirm the selected options.

The session must be active and cannot be a test lock. Shared locks still require a trusted keyholder. An option enabled or restored by the current keyholder during the active session can be disabled immediately, without the 24-hour cooldown. Options already enabled when joining retain the 24-hour waiting period since the session was created. The exception is independent for normal and soft ER: enabling one does not exempt the other, and Both requires both options to qualify. Increasing the allowance of already-enabled soft ER does not remove its cooldown. Self locks do not require trust or the waiting period.

This exception is recorded for new keyholder enable actions; existing sessions without that provenance keep the waiting period. Provenance from an earlier session does not exempt a restarted session.

Disabling normal ER leaves soft ER unchanged. Disabling soft ER prevents new soft releases and replenishment checks but preserves the configured allowance, used count and replenished uses. If a soft release is already in progress, its Re-lock and continue flow stays available, including when you disable both options. Temporary combination/device access remains available until re-lock submission; it stays closed during approval. The dashboard reminder remains until you finish the release. Disabling and later restoring soft ER never refunds used releases.

Wearers cannot re-enable disabled options themselves. The current keyholder can restore them on an active shared session. Each disable action is recorded in lock history. Paid Emergency Release Keys and hygiene settings are separate and remain unchanged.

Keyholders and Support

Keyholder lock details show whether ordinary and soft emergency release are enabled and show the soft usage allowance. Shared wearers choose their reason when starting a soft release; a keyholder notification does not require approval before temporary access becomes available.

For an active shared session, the current keyholder can open Owner Actions and choose Enable emergency release, Enable soft emergency release, or both. These controls appear alongside Grant Hygienic Unlock for disabled options. Session Details shows the current release settings. Soft release offers 1–5 total uses per session or Unlimited. Previously consumed uses are kept; choose a total above that count or Unlimited. Enabling an option does not trigger a release, reset timers, or change the other option. The wearer is notified and the change is logged.

If soft emergency release is already enabled with a finite limit, the current keyholder can choose Increase soft emergency release limit in Owner Actions. Select a higher total up to 5, or Unlimited. The used count is preserved, including any release used while the limit is being changed. For example, increasing from 2 total uses to 5 after using both leaves 3 available. Increasing the limit also works during a soft release without changing the current re-lock flow. The wearer is notified and the increase is logged.

This also lets the current keyholder restore either release option after the wearer disables it. Trust is not required to enable a release option or increase the soft limit. When soft ER is disabled and no uses have been consumed, the keyholder can choose 1–5 uses or Unlimited, even if the saved allowance is Unlimited or a higher finite number. While soft ER is enabled, its allowance can only increase. Once any use has been consumed, disabling and restoring it cannot lower the saved allowance or change Unlimited to a finite limit. Keyholders cannot disable an enabled option or restore an ended session. The wearer's rules for disabling release options still apply.

After soft ER has been used, restoring it keeps its saved allowance unless the keyholder raises it. If all initial and replenished uses have been consumed, choose a higher total or Unlimited, or restore the same allowance when automatic replenishment is enabled. The used count is never reset, and an already-used Unlimited allowance stays Unlimited. Restoration also works during a soft release or approval wait and preserves that flow.

Authorized staff can use Enable unlimited soft emergency release in Support Chat's Moderation Overview or the admin lock-management modal for an active session. Enabling it does not trigger a release or end the session; the wearer still uses the Emergency Release dialog.

If release or re-locking fails, keep the session and contact Support with the error message, lock method, and whether a soft release is active. Do not send your combination or combination photo in a support message. For connection problems, see Device Connection Troubleshooting.