Troubleshooting: Lockly devices not appearing in Seam
Last updated: December 10, 2025
If you've connected your Lockly account to Seam but your devices aren't showing up, this guide will help you resolve the issue.
Quick Checklist
Before diving into detailed steps, verify these common issues:
✅ Sync with LocklyOS is enabled for each lock
✅ Your Lockly Access Portal subscription is active
✅ API access has been enabled by Lockly support
✅ Your programmatic user has the correct permissions
Step 1: Enable Sync with LocklyOS
The most common reason devices don't appear is that sync isn't enabled. Here's how to check:
Open the Lockly mobile app
Tap on the lock that's not appearing
Tap Settings in the lower-right corner
Find Sync with LocklyOS and toggle it ON
Wait 2-3 minutes for the sync to complete
Do this for each lock that isn't showing up in Seam.
Step 2: Verify Your Subscription Status
Your Lockly Access Portal subscription must be active and include API access.
Log in to the Lockly Access Portal
Go to your Account or Subscription section
Confirm:
Your subscription status is Active
Your subscription includes API access
Your payment method is valid
If your subscription has lapsed or doesn't include API access, you'll need to update it before devices will sync.
Step 3: Confirm API Access is Enabled
Even with an active subscription, you need explicit API access from Lockly support.
Check your email (including spam folder) for confirmation from support@lockly.com that API access has been enabled.
Haven't received confirmation?
If it's been less than 48 hours, wait a bit longer
If it's been more than 48 hours, send a follow-up email to support@lockly.com
Step 4: Verify Programmatic User Permissions
Your integration user needs the right permissions to access devices.
Log in to the Lockly Access Portal
Navigate to Account → User Management
Find your Seam integration user (the one with "Programmatic access" credentials)
Verify it has all three required roles:
Property And Room (Read & Write)Doorlock (Read & Write)API EBadge Admin
Confirm the user has access to all relevant properties
If any permissions are missing, update them and wait 2-3 minutes for the changes to sync.
Step 5: Double-Check Your Credentials
Make sure you're using the correct credentials in Seam:
Client ID
Access Key ID
Access Key Secret
Token ID
Token Secret
If you're unsure whether your credentials are correct, you can generate a new programmatic user in the Lockly Access Portal and reconnect your account in Seam.
Still Not Working?
If you've completed all the steps above and devices still aren't appearing, contact Lockly support for assistance.
Email: support@lockly.com
Include these details in your message:
Your Lockly Access Portal account email
The Client ID you're using for the Seam integration
Confirmation that:
Sync with LocklyOS is enabled
Your subscription is active
You've verified all permissions
A brief description of the issue
Lockly support can investigate account-specific configuration issues and ensure your API access is set up correctly.