Make sure to install the backplate as shown in the video. If the backplate is installed backward, the latch will not be flush with the door edge.
Make sure not to press on the latch face while installing the screws.
If your latch isn't working properly, remove the lock from the door. Then remove the latch screws and latch from the door. Check that the backplate and faceplate are installed properly. When reinstalling, make sure not to press on the latch while tightening the screws.
Schlage Custom features a 1” diameter latch to improve quality and feel of the lock. Older doors may be prepared for latches that are 7/8” in diameter. If you cannot insert the Schlage Custom latch into the door, you may need a door jig to increase the diameter of the door prep. Door jigs may be found at your local retailer or online.
For questions about the backset, see this article.
For more help, please call Customer Service at 888-805-9837.
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