Hidden Door Technical Support

Let’s identify the issue
and get it corrected.

Most hidden-door problems can be resolved through a minor adjustment. Start with the documented solutions below; if the issue remains, send our technical team the order details and clear photos.

Check common solutionsSend a support request
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Your order number is required for technical support.

Use the order number from the emailed order confirmation. A typical Hide-A-Way Doors order number ends in .2070.

Fastest support path

Give the technician enough information to see the problem

Technical issues are reviewed from the written description and photographs. There is not a trained technician standing by for telephone troubleshooting.

1

Find the order number

Include it in the form, email subject, and every follow-up so the team can identify the exact door configuration.

2

Photograph the full door

Take direct, straight-on photos with the complete door visible. Add close-ups only after the full-view images.

3

Describe what happens

Explain whether the issue occurs while opening, closing, latching, locking, or carrying weight—and when it began.

Sending photos? Email them to technicalsupport@hideawaydoors.com with the order number. The form below accepts the written request but does not upload image files.
Common problems & solutions

Check these adjustments first

Open the issue that most closely matches what the door is doing.

My door drags
Possible causes
  1. The door is not adjusted properly.
  2. The self-latching mechanism is not installed or adjusted properly.
  3. The door is overloaded.
  4. The black nylon bushing came off the bottom hinge while the door was being moved or installed.
  5. There is a hump in the floor.
See the dragging-door solution
The mechanical lock is not working
Cause

The locking bars must line up precisely with the slots at the top and bottom. Alignment can move slightly during shipment or installation.

Solution

Bend the locking bar slightly back into alignment using your thumb or light taps with a hammer.

The top trim does not close all the way
Symptom

The bottom of the case molding touches the wall first, preventing the top from closing fully.

Likely cause

This is most common on out-swing bookcase doors. Because the case molding is attached directly to the bookcase, the door is sensitive to a rough opening that is out of square, out of plumb, not level, or out of plane (“dog-legged”).

Adjustment

Move the bottom hinge side away from the wall by half the amount that the top is out of plumb, then recheck the fit.

Alternative

A pressure latch developed for Single Out-Swing Bookcase Doors can hold the top flush while still allowing push/pull operation.

View the Out-Swing Door Catch →
Extreme wall conditions: If the opening is significantly out of plumb, out of plane, or dog-legged, the bottom wall plate or framing may require correction before final tuning is possible.
There is a gap at the top of my out-swing door

Out-swing bookcase doors manufactured since late 2022 include an adjustable TopSeal that must be lowered after installation.

  1. Open the door approximately halfway.
  2. Locate the minimum of three black adjusters behind the top case molding.
  3. Beginning with the adjuster closest to the bookcase hinge side, lower each adjuster approximately halfway.
  4. Return to the first adjuster and lower each one until the seal lightly touches the top of the door.
I have an issue with a powered locking system

Review the powered-locking videos and cross-reference them with the manufacturer’s instructions included in the boxes in which the lock openers were shipped.

Open How-To Videos
A cabinet door pinches when the bookcase opens

Out-swing doors only: This typically occurs with Shaker-style cabinet doors. Cabinet hinges provide three types of adjustment; refer to the manual.

The door closes improperly
Symptom

The top of the door closes before the bottom.

Solutions
  1. If the mechanical latch has excessive tension, loosen the tension.
  2. Close the door at the fixed-shelf area by pinching the face frame and case molding together with your hand.
Self-help resources

Use the guide that matches the issue

Installation Manuals

Confirm that the door was assembled, shimmed, fastened, and adjusted using the correct model-specific instructions.

Open installation guide

How-To Videos

Review installation, mechanical latching, Alpha finishing, and powered-locking videos.

Browse videos

Professional Installation

If on-site framing or installation work is beyond your experience, learn about national installation services.

Installation services
Still need help?

Send a technical support request

Complete the form with a detailed explanation. Include the order number so the technical team can review the correct product details.

Photos must be emailed separately.

Send direct, full-view images to:

technicalsupport@hideawaydoors.com

Place your order number in the email subject line.

Submitting this form does not attach photographs. Email photos separately with the same order number.

Help us see what you see

Order number. Full-view photos. Clear description.

Those three items give the technical team the best opportunity to identify the adjustment or site condition causing the problem.

Email Technical Support