What do I do if the digital lock doesn’t open? July 14, 2020 07:39 Updated Follow If the lock doesn't open, make sure the viewing slot you booked matches the time of your visit. Otherwise, something’s gone terribly wrong. Call us on 800-URBAN and we'll sort it out. Related articles How do I make an offer? After signing up, I didn’t get a verification email. What do I do? How do I visit an Urban home? How do I reschedule my viewing? How does the digital lock work? Is it safe?