Smart Security Lock connection issues

[LaurenRowe]

Hi, we recently had our security installed, including the smart door lock. The app will frequently say the door is locked when it isn't or get stuck saying "unlocking" and generally have issues with locking/unlocking. The security panel shows (malfunction) next to the door lock. I tried to follow the troubleshooting steps today and I reset the lock, and now the app can't connect to it at all and the app tells me to contact support

Please help!

[WestCoasterBC]

When the door is closed, does the deadbolt of the lock turn freely or does it feel like it is binding up. It should be a smooth motion to lock/unlock the deadbolt.