If a trip starts on your phone but the lock is still physically locked then 99% of the time either a spoke is pressing against the lock or the red cable is blocking the lock lever from releasing fully. Please check the following;
A) Nudge the wheel back or forward a couple of centimetres to the spoke isn't pressing against the lock;
B) Check if the last user attached the red cable to the left hand side of the smart lock, the red cable may be blocking the lock lever from releasing back, adjust the cable so the lever has some space.
After ensuring there is nothing in the way of the lock you must end the journey and start over again, remember you must wait 60 seconds as the lock resets with our backend, and then before trying to scan the lock for the second time