During the pairing process make ensure there are no other Bluetooth devices that are connected to the phone during the initial pairing such as, Apple watches, Fitbit, headsets, Air-Pods, speakers, and Bluetooth hearing aids WILL CAUSE pairing issues.
Check to make sure you have a Compatible Homekit hub device. (Apple TV (4th generations only) and Apple Homepod.)
Check to make sure the Apple hub device is no more than 15-20 feet from the lock. The range is best when there is a clear line of sight, If the lock has to search for an Apple hub through the floor or wall it can cause interruptions with remote access.
Ensure the same Apple ID is being used with the phone and the Homekit hub.
Ensure the Homekit hub is set to always on.
Ensure the app and devices are up to date.
If the lock continues to have issues connecting with your Homekit the last step to try is a Factory default reset the lock, power cycle the Homekit hub before attempting to pairing again.
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