If you're finding that your Ultimate Retractable Gate isn't locking securely, particularly if the locking pin can be pulled out without pressing the unlock button, this may be due to the catch mount being installed incorrectly.
What's going wrong?
In some cases, we’ve found the catch mount (the part the gate latches into) has been installed upside down. When this happens, the locking pin doesn’t align correctly and can fail to engage — meaning the gate can be pulled open without releasing the lock properly.
We’ve since revised the design of the catch mount to prevent it from being installed upside down in future production runs. However, if you have an earlier version of the gate, it’s worth checking the orientation of your catch mount.
How to check your catch mount installation
Check the following:
The catch mount should be installed in the orientation shown below
The locking pin must align and drop cleanly into the catch
You should hear or feel a "click" when the pin drops into the catch.
How to fix it
Unscrew the catch mount from the wall.
Flip it the correct way (with the longer angled guide at the bottom).
Reinstall using the original screw holes or anchors.
Test the gate — the locking pin should now engage fully when extended and should not pull out unless the unlock button is pressed.
Still having issues?
If the catch mount appears to be installed correctly and you're still experiencing locking problems, please reach out to our team with a photo of your setup. We’re happy to help troubleshoot further.
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