If your battery is swollen, hot, leaking, smoking or smells of burning, stop here
This is not something to troubleshoot in a chat. Contact us immediately and we will get a person onto it.
Phone 1800 737 271 from Australia, or 09 363 7877 from New Zealand.
Or start a chat and say the battery is swollen or overheating. Ask for a person.
While you wait, do this:
Do not charge it and do not keep using it.
Remove it if you can do so safely, and put it somewhere away from heat and away from anything flammable.
Do not puncture, crush or open it, and do not expose it to heat.
Take a photo for your records and for us.
Do not post it to us. A damaged lithium battery must not be shipped. We will tell you what to do with it.
If there is smoke, heat you can feel, or a burning smell, treat it as an emergency and move it outside away from anything that can catch, if it is safe to do so.
Why swelling happens
Bloating indicates a damaged battery. Once a cell has swollen it will not recover, and it should be taken out of service whether or not the lock still works.
Use the right batteries
Do not use rechargeable batteries in a lock that is not designed for them. They can damage the board, and that damage is not covered by warranty.
If you are unsure what your model takes, check the user manual or ask us with your model number.
Disposing of an old or damaged battery
Take it to an authorised e-waste or battery recycling centre. Do not put lithium batteries in household waste or in a kerbside recycling bin.
Replacement batteries
If your lock is within its 2-year warranty and the battery has failed in normal use, contact us and we will assess it. See How to make a warranty claim on your Philips smart lock for what to have ready.
If it is outside warranty, you can buy a replacement from our spare parts range. Tell us your model number if you are not sure which battery you need.
Normal low battery, not a safety issue
A lock simply running low on charge is routine. Philips locks give a low-battery warning and have backup power options for temporary access. Replace the batteries when the warning first appears and there is nothing else to do.