Thank you for taking time in posting your feedback. We apologize for the inconvenience that you have experienced with the door, but we are happy to assist you. If the door is stuck in a locked position due to an issue on the inside mechanism, the latch rail will have to be removed/uninstalled first in order to unlock the door. Please check this link for information on how to unlock the door, https://helpcenter.andersenwindows.com/stormdoor/s/article/How-to-Unlock-Storm-Door-When-Deadbolt-Does-Not-Retract. You may also contact the Andersen Storm Door Solution Center at 855-337-8822 for assistance about your door. - Noel