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 Where do I find all my tenants’ documents? How do I make an offer? How does the digital lock work? Is it safe?