Troubleshooting your Yale Smart Opener

A factory reset erases all guest and owner data from your Yale Smart Opener, restoring it back to its original, out-of-the-box settings. It also removes the Yale Smart Opener from any owner or guest keychains that it is affiliated with.

If there is a Keypad paired with the Yale Smart Opener, the Keypad must be disconnected before factory resetting . This article provides instructions to disconnect a Keypad..

Factory reset instructions

Follow the steps below to perform a factory reset on your Yale Smart Opener

1. On your phone, open the Yale Access App and go to the lock circle screen, which is the screen that shows you whether your door is locked or unlocked.
2. Select the Settings menu (gear icon).
3. Select the device you wish to reset.
4. Scroll to factory reset.
5. Select "Reset Lock".

These steps should restore your Yale Smart Opener to its factory settings. 

If you attempt a factory reset when you’re not connected to Bluetooth, you will receive a "Trouble Connecting to Lock" notification. If possible, try factory resetting the next time you are in Bluetooth range. If you have moved and you are unable to factory reset while in Bluetooth range, select "Reset Anyway" when you receive the notification.

Pre-Owned Devices

Previously-Owned Yale Smart Locks/Openers need to be factory reset before they can be set up by a new owner. If you tried setting up a previously-owned device that was not factory reset before you acquired it, Yale needs permission from the previous owner to factory reset the device on their behalf.

It may take up to 30-days for the previous owner to respond to your request. If you purchased the Lock/Opener directly from a person or 3rd party seller, you may wish to contact them and ask them to reset the device in order to expedite the process. Once the device has been factory reset, you will receive a notification to continue setting up the device.

If you purchased the device from a retailer, please contact them about an exchange.

Click here to view the support and troubleshooting articles for updating the Yale Smart Opener firmware.

You can find your serial number using the Yale Access App. Select the Gear Icon ⚙ located on the lower right-hand corner of the status circle screen.

Select Yale Smart Opener Settings, then Device Information to view the serial number for your Yale Smart Opener.

If your phone is lost or stolen, follow these steps to regain access to your home:

To log out of all devices and disable your phone’s access to your Yale Smart Opener , you will need access to the Internet and the email account you use with Yale Home. You can access the Internet via a desktop computer or an alternative mobile device such as another phone or a tablet.

1. Go to this website
2. Select the link Login with email from the bottom of the screen
3. Enter your email and password to login
4. Login to your email account and retrieve the verification code
5. Go back to the account website, enter the code, and select verify
6. Select Lost Phone to log out of the Yale Access App on all devices
7. Select Logout of Yale Access App to complete steps

You are now logged out of your Yale account. PLEASE NOTE: Any third party apps such as Amazon, Google Assistant, etc. will continue working as expected.

To regain access to your home:

If you have a physical key, you can use that to get into your home.

If you have a Yale Smart Keypad you can use the keypad instead of the Yale Access App.

Another Owner of the Yale Smart Opener can open your Garage/Gate remotely.

If none of the options mentioned above works you will need to gain access to your Yale Smart Opener using another smartphone.

• Step 1: Download the Yale Access App to a substitute smartphone.
• Step 2: Log into your Yale Access account

You can now operate your Yale Smart Opener using this phone. Once you have a permanent replacement phone, there is no need to set up your Yale devices again. All that is required is to download the Yale Access App on the replacement phone and sign in / validate your phone number or email address. All of your Yale Access devices will remain set up in your account.

Additional Suggestions

Both iOS and Android provide tools to help locate your phone and in some cases disable it (depending on the security features you’ve enabled.)

iPhone users:

Visit www.icloud.com, log in to your iCloud account, and select the “Find my iPhone” feature.

Android users:

Visit www.google.com/android/devicemanager and log into your Google Account.

If your phone cannot be located, you need to contact your cellular service carrier. If your phone cannot be retrieved your carrier can help you get a replacement phone and regain access to your phone number.

Previously-Owned Yale Smart Locks/Openers need to be factory reset before they can be set up by a new owner. If you tried setting up a previously-owned device that was not factory reset before you acquired it, Yale needs permission from the previous owner to factory reset the device on their behalf.

It may take up to 30-days for the previous owner to respond to your request. If you purchased the lock/Opener directly from a person or 3rd party seller, you may wish to contact them and ask them to reset the device in order to expedite the process. Once the device has been factory reset, you will receive a notification to continue setting up the device.

If you purchased the device from a retailer, please contact them about an exchange.

If you received an email requesting to reset a device you used to own, it means that someone is requesting permission to reset a lock/opener that is currently registered under your account. To grant them permission, select YES.

By accepting the request, you as an owner of the device are giving Yale the permission to factory reset the lock/opener. This means you will be giving up ownership of the lock/opener and accept that once the lock/opener is reset, all existing users will lose access to it.

PLEASE NOTE: The request expires after 30 days.

This question has its own page. Click here to read full answer.

This question has its own page. Click here to read full answer.

This question has its own page. Click here to read full answer.

Personal entry codes for your Yale Smart Keypad can be created, modified, and deleted from anywhere while remotely connected. Creating, modifying, and deleting entry codes remotely requires a Wi-Fi connection, and the most recent version of the Yale Access App.

Without a Wi-Fi connection, personal entry codes can only be created when you are connected to your Yale Smart Opener via Bluetooth.

This question has its own page. Click here to read full answer.

This question has its own page. Click here to read full answer.

Access levels and schedules determine how much access a user has as well as when they have permission to control the Yale Smart Opener.

Yale offers 2 access levels: Owner and Guest. An Owner has full access to the Yale Smart Opener and Guests have limited access (outlined under Access Levels). Only  Yale Smart Opener Owners can invite Guests to a Yale Smart Opener When inviting Guests, you can customize their access level and choose to be notified when they operate your Yale Smart Opener.

There are also different Access Schedules: Always, Recurring, and Temporary (outlined under Access Schedules).

Access Levels

Owner Level Access

Users with Owner Access can:

• Open and Close the Garage or Gate via Yale Access App
• Use Auto-Open
• Invite/remove guests and owners
• Control all Smart Opener settings
• View activity feed
• View guest list
• Operate the Smart Lock remotely

Guests Level Access

Guest is the default access level for anyone invited to your Yale Smart Opener, but you can update a person's access level when you invite them or at any time thereafter.

Users with Guest Access can:

• Open and Close the Garage or Gate via Yale Access App
• Open and Close the Garage or Gate via Personal Entry Code (Using Smart Keypad)
• Not use Auto-Open
• Not invite/remove guests and owners
• Not control all Smart Opener settings
• Not view activity feed
• Not view guest list 

*Cellular data or an Internet connection is required. Due to the 3 Guest Access Schedules, our servers need to verify that the guest is connecting during the timeframe that they are authorized.

For information on how to change a guest to an owner click here

Access Schedules

Always - Guests will have unlimited access, but the owner can change or delete their access at any time.

Recurring - Guests will have a scheduled access that repeats. i.e. guests will be invited every Tuesday for a short period of time.

Temporary - Guests will have a limited invitation to your home that expires. i.e. guests will have access for a one time use, limited to the date and time you've selected.

iOS

Yale devices are compatible with newer phone models running iOS 14 or greater*. Information to help you determine the compatible iOS devices is available here.

Android

Yale devices are compatible with most Android phones equipped with Bluetooth 4.0 and running Android 8* or higher. We routinely test with phones from the major manufacturers, including Samsung, Google, and HTC.

In some cases on specific phones, the Android Bluetooth stack can get stuck in a bad state, and may need to be re-started by the user by turning Bluetooth on and off. Below are specific devices where performance has been inconsistent:

• OnePlus Phones 
• LG V10
• LG G4
• LG V10
• LG G4
• Realme 7
• Huawei P30