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Something not working?
Most Spark problems are one of six things, and the first one — Android's Nearby devices permission — accounts for most of them. Start there, then work down.
Where to go
If your problem is an order, a policy or a question about how the product behaves, none of the troubleshooting below will help. These pages will.
Emergency unlocks
Dead battery, lost key, or the key is in another city. How the escape hatch works and why it is capped.
How they workThe productFAQ
What Spark enforces, what it deliberately does not, and whether it works on your phone.
Read the FAQThe mechanismSecurity
How an unlock is proved over Bluetooth, and an honest account of what the key does not protect against.
See the threat modelPolicyRefunds and replacement
Cancelling before dispatch, and the 7-day replacement window if it arrives damaged.
Read the policyPolicyShipping and delivery
Dispatch timelines, free delivery across India, and what to do when tracking has stalled.
Read the policyA humanContact us
Anything a page did not answer. A person replies, usually within one working day.
Get in touchThe six things that actually go wrong
Roughly in order of likelihood. The first three are one underlying cause wearing three different error messages, which is why the top entry is worth trying even when your symptom looks like something else.
Pairing fails, or the app cannot find the key
Nine times out of ten this is Android's "Nearby devices" permission. The app asks for it on the Bluetooth check screen, and if you dismissed that prompt once, Android will not ask again — grant it in Settings → Apps → Spark → Permissions. On Android 11 and below, Location also has to be switched on before Bluetooth scanning works at all, which is an Android rule rather than ours.
Unlock says it cannot find your key
Bring the key within a couple of metres and try again. Walls, doors and bodies cut Bluetooth range far more than most people expect, which is the same physics that makes leaving the key in another room work. If it still fails with the key in your hand, the battery is the next suspect.
It says Bluetooth is off when Bluetooth is clearly on
Same permission story as pairing. The app can read that the radio is powered on without being allowed to scan with it, so a missing Nearby devices permission surfaces as a message about the radio. Grant it and retry.
The key's battery is dead
Use an emergency unlock to get back in, then replace the battery — it is a standard user-replaceable cell and the exact type is listed with the specifications on the buy page. Nothing is lost while the battery is out: the key stores no modes, no schedules and no history.
I have lost the key
Use an emergency unlock, then pair a replacement — pairing takes about a minute. If you have an account, unbind the lost key from it so that whoever finds it cannot use it with your phone. The key itself holds nothing about you, so a lost one leaks nothing.
A blocked app still opens
First check it is in the mode you actually locked — modes are separate lists, and blocking one mode does not block an app that only appears in another. If it is in the right list, tell us the app, your phone model and your OS version: enforcement genuinely differs between iOS and Android, and we would rather fix a gap than explain it away.
None of those? The FAQ covers how the product behaves rather than how it breaks, and security covers what happens during an unlock. If you are locked out right now, go to emergency unlocks — that is the fastest route back into your phone and it needs neither the key nor a network.
What your phone will and will not enforce
Blocking runs on the phone through the operating system’s own official APIs, so the ceiling is Apple’s and Google’s to set. Android permits stricter enforcement than iOS. We document that rather than implying a guarantee we cannot keep.
| Behaviour | iOS | Android |
|---|---|---|
| What does the blocking | Apple’s Screen Time framework. | An accessibility service you grant once. |
| Deleting Spark while locked | Ends the block. Your modes, schedules and history go with it and do not come back. | Strict mode can close that route for as long as a session is running. |
| The settings route around it | iOS allows less here, so this route stays open. | Strict mode can guard it too while a session is running. |
| Turning Bluetooth off | Does not end a session on either platform. It removes the only way to end one, because the key has to answer a fresh challenge over Bluetooth before your apps come back. | |
If a blocked app opens anyway and it is genuinely in the mode you locked, that is a bug rather than a platform limit — tell us the app and your OS version. The two step-by-step guides go into what each platform can do: blocking apps on Android and blocking apps on iPhone.
If the problem is a parcel, not a radio
Where is my order?
You do not need us, and you do not need an account. Your confirmation email contains a link to your order page; open it and enter the phone number you ordered with, and the current status is there. Checkout does not create an account, so an order number and that phone number are the whole of what it takes to look one up.
We dispatch within TODO(dispatch timeline, e.g. 5 business days) of your payment clearing, and shipping across India is free. If tracking has not moved for several days, email us the order number and we will chase the courier — the shipping policy sets out the timelines in full.
It arrived damaged, or it does not work
Send us a photo within 7 days of delivery and we will replace it, including shipping. You do not need the original packaging. The refund and cancellation policy is the binding version of that, and also covers cancelling before dispatch, when a full refund to your original payment method is the answer.
Invoices and GST
Every order gets a GST invoice. Prices are quoted ex-GST throughout the site, so the figure you see on a product page is always shown as a price + GST rather than a total that changes at the last step. If you need the invoice reissued to a business name or GSTIN, email us with the order number.
Write to a human
A person replies, usually within one working day. Four details are normally enough to diagnose something in one reply instead of three.
- Your phone model and OS version — Android 14, iOS 18, and so on.
- What you tapped, and the exact words of whatever appeared. A screenshot is ideal.
- Whether the key is newly paired or has been working until now.
- Your order number, if the question is about the hardware or the delivery.
Email TODO(support email) for anything with an order number, an invoice or a photo attached. WhatsApp TODO(WhatsApp number) is better for a quick question. Either way, the contact page has the registered business details as well.