FAQ about Yale Access App

Here are the answers to frequently asked questions about the Yale Access App. If you do not find what you are looking for, you can also try our troubleshooting help.

Five most common asked questions about Yale Access App

How Do I Access My Yale Lock Remotely
The Yale Access App will seamlessly connect over the best method available, choosing between Bluetooth and Wi-Fi automatically. Simply open the app and navigate to your lock screen and the Yale Access App will do the rest for you.
The icon in the upper right of the lock screen indicates how you are currently connected to your lock.
How Does Auto-Unlock Work?
Auto-Unlock is one of the most popular and unique features for Smart Lock users. Having your door automatically unlock without having to reach for your phone or your keys as you approach your home is a magical experience. Like any simple and smart technology, there is a lot happening behind the scenes to make Auto-Unlock work just right.
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Why Are There so Many Steps to the Signup Process?
At Yale, the security of your home is very important to us. For this reason, during signup you'll go through a few extra steps that help to make your account as secure as possible (creating a strong password, verifying a unique phone number and a unique email address for each account), and to help users identify each other easily when sending and receiving invites (entering your first and last name, uploading a profile photo).
How Do I Find My Lock's Serial Number?
You can find your lock's serial number using the Yale Access App. Select the Gear Icon ⚙ in the lower right-hand corner of the lock circle screen.
Select Lock Settings, then Device Information to view the serial number for your lock.
How Can I Access My Yale Access Account From a Different Device?
To access your account from an alternative device, download the Yale Access App on the device if it is not yet installed. Once the Yale Access App is on the device, log out of existing accounts (if needed). There are two ways to log into your account: 1) Using the phone number associated with your account; 2) Using the email associated with your account.
Read the full answer in the compiled FAQ below.

FAQ

Yale Access is the Yale App that enables customers to remotely access and manage Yale smart products, including Yale Access enabled Smart locks, Smart Cabinet locks and more, from their smartphone or tablet. The app allows users to lock and unlock, share access with trusted family or friends, view access history, receive notifications, and customise settings from wherever you are in the world. The app works alongside the Yale Connect Wi-Fi Bridge to give users the ability to manage remotely and integrate with voice assistants.

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

You do not need to be near your lock to reset it; however, you will need to have access to the lock in order to re-calibrate it. If there is a Keypad paired with the lock, the Keypad must be disconnected before factory resetting the lock. This article provides instructions to disconnect a Keypad.

Factory reset instructions

Follow the steps below to perform a factory reset on your lock:

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.
Select the Settings menu (gear icon).
Select the device you wish to reset.
Scroll to factory reset.
Select "Reset Lock".

These steps should restore your lock 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 of the lock, select "Reset Anyway" when you receive the notification.

Pre-Owned Devices

If you are not the original lock owner because you acquired a previously-owned Smart Lock, information about resetting the device is available in this article.

If you have an Apple Watch and a Yale Smart Access product used with Wi-Fi and the Yale Access app, you can use your Apple Watch to lock and unlock. Open the Yale Access App on the device. Tap the green lock circle to unlock the door. Conversely, tap the red lock circle to lock it again.

PLEASE NOTE: The Yale Access Apple Watch App is available to Lock Owners only. Auto-Unlock does not work with Apple Watch. Remote operations are not possible.

Click here to view the complete support article

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

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

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

Access Levels

Owners

Lock Owners are users who:

Can lock and unlock door via Yale Access App
Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
Can use Auto-Unlock
Can invite/remove other owners
Can control all lock settings
Can view activity feed
Can view guest list

Guests

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

Can lock and unlock door via Yale Access App*
Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
Cannot use Auto-Unlock
Cannot invite/remove other owners
Cannot control all lock settings
Cannot view activity feed
Cannot 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.

Previously-Owned Yale Smart Locks 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 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 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. This means you will be giving up ownership of the lock and accept that once the lock is reset, all existing users will lose access to it.

PLEASE NOTE: The request expires after 30 days.

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

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

Access Levels

Owners

Lock Owners are users who:

Can lock and unlock door via Yale Access App
Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
Can use Auto-Unlock
Can invite/remove other owners
Can control all lock settings
Can view activity feed
Can view guest list

Guests

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

Can lock and unlock door via Yale Access App*
Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
Cannot use Auto-Unlock
Cannot invite/remove other owners
Cannot control all lock settings
Cannot view activity feed
Cannot 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.

DoorSense^™ is Yale Home’s newest feature and technology that lets you know if your door is open or closed. Now, you’ll know if your door is both closed and locked ensuring that your home is secure.

For installation instructions, please see one of the following installation guides:

Installing DoorSense^™ for Yale Linus Smart Lock

Troubleshooting DoorSense^™

Yale’s DoorSense^™ technology uses magnetic fields to help determine the state of your door as open or closed. Therefore any changes to the magnetic field surrounding the lock may affect the accuracy of the DoorSense^™ readings. This can include removing and replacing the front faceplate or bringing another magnet into the range of the lock.

If you ever notice that your door state is inaccurate, you should go into your Lock Settings and Calibrate your Lock and DoorSense^™.

There are occasions where you may need to access your Yale Access Account from a secondary device. For instance, if you lose your phone, lock yourself out, or if you get a new phone, you will need to log into your account from a device other than the one you use today.

To access your account from an alternative device, download the Yale Access App on the device if it is not yet installed.

Once the Yale Access App is on the device, log out of existing accounts (if needed). There are two ways to log into your account: 1) Using the phone number associated with your account; 2) Using the email associated with your account.

Phone Number

PLEASE NOTE: You will be unable to receive an SMS code to verify your account if you are not using the phone with your associated number. Use the Email login method if you have lost your phone or if you are locked out.

From the sign in screen, select SIGN IN. Enter the phone number and password associated with your account. A verification code will be sent to your phone. When prompted, enter the verification code in the form provided. Your keychain will appear following this step and you can continue to use your lock as usual.

Email Address

From the sign in screen, select SIGN IN. Select SIGN IN WITH EMAIL INSTEAD. Enter your email address and password. A verification code will be sent to your email address. Log into your email account to retrieve the verification code. When prompted, enter the verification code in the form provided. Your keychain will appear following this step.

PLEASE NOTE: Currently, our App is optimized for iOS and Android mobile devices. Yale uses a token to authorise your mobile device entry to your home. For security purposes, the Yale Access App won’t work on a desktop.

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

To log out of all devices / disable your phone’s access to your lock, 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.

Go to this website
Select the link Login with email from the bottom of the screen
Enter your email and password to login
Login to your email account and retrieve the verification code
Go back to the account website, enter the code, and select verify
Select Lost Phone to log out of the Yale Access App on all devices
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 Lock can open your door remotely if you have a Yale Connect Wi-Fi bridge installed.

If none of the options mentioned before works you will need to gain access to your Smart lock 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 lock 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.

Keypad Access

Follow the steps below to give a Guest keypad access:

Go to the Guest List screen, and select the Invite button
Choose the person you want to invite
Select Access Level on the Invite screen
Choose Keypad Only access level
Tap the back arrow
Select Send Invite

Adding an Entry Code to an App Invite

If you want to invite your Guest to the App and the keypad, follow the steps below:

Go to the Guest List Screen, and select the Invite Button
Choose the person you want to invite
On the Invite screen, Select Entry Code
Toggle Entry Code Active on
You can customize or change the entry code by tapping on the code form field.
Tap the back arrow button
Select Send Invite

Giving an Entry Code to a Current Guest or Owner

If you want to give an entry code to someone who already has Guest or Owner access, the following steps apply:

Select the person you'd like to give a personal entry code from the Guest List screen
Select Entry Code from the Guest Setting screen
Toggle Entry Code Active on
You can customize or change the entry code by tapping on the code form field.
Tap the back arrow button
Select Send Invite

At Yale, the security of your home is very important to us. For this reason, during signup you'll go through a few extra steps that help to make your account as secure as possible (creating a strong password, verifying a unique phone number and a unique email address for each account), and to help users identify each other easily when sending and receiving invites (entering your first and last name, uploading a profile photo).

There is no need to contact our Support team if you choose to delete your Yale Access Account. Follow the steps outlined in this article to complete the process.

PLEASE NOTE: If you are the only Owner of the Yale device(s), it is best to perform a factory reset on your device(s) and remove the power source(s) before you delete your account. If someone else in the household will be using your device, you can pass ownership to them from within the Yale App. This article provides directions to change a Guest to an Owner.

If the device is a lock, complete the factory reset via Bluetooth as this deletes all of the lock info from Yale’s servers immediately. If you attempt to factory reset the lock outside of Bluetooth range, some lock logs will be retained, but this info is erased the next time the lock is set up.

Once you have completed factory resets or passed ownership to another user, follow these steps to delete your Yale Access Account:

Go to account.Yale.com and log in.
If you use your email address to log in, a verification code will be sent to you email.
If you use your phone number to log in, you will receive a verification code over SMS.
Enter the verification code to complete log in.
Select the “Delete Account” option from the menu on the left.

If you would also like to remove the Yale Access App from your phone, follow steps for Android and iOS.

More information about our Privacy Policy is available here.

If you are unable to find your device in the Yale App, this article provides troubleshooting steps and scenarios.

First, go to your Keychain in the Yale Access App. If the house where the lock you are trying to find is associated with is listed in the keychain, select it. If the house is empty, meaning there are no locks associated with it, select the menu in the upper left corner of the screen and then choose “Set up a Device”. If you do not see the house the lock is associated with in the keychain, there may be an issue with account configuration. The different user scenarios below should help:

If you are the only Owner on the Lock

If the device does not appear in the App and you are the only user on the account, you will need to perform a factory reset of all the devices on the account. Contact your regional Customer Support team for assistance.

If you are a secondary Owner on the Lock

Ask the main Owner to delete your account from the Guest List and then resend an invitation. Please ensure that the Owner uses the phone number associated with your Yale Account to resend the invite.

If you are a Guest on the Lock

If you are a guest on the lock, there are various reasons why the Lock isn't appearing:

An Owner may have removed you from the lock. If you believe this was done in error, contact the Lock Owner to have them re-invite you.
If the Owner did not remove you from the lock, there may be multiple accounts associated with your information. Ask the Owner to delete your invite and re-send. Verify that your phone number is the same as what is on your Yale Account.
The phone number used to create the invitation may contain a typo. Ask the Lock Owner to delete the invitation and re-send it using the correct phone number.

Devices and user information will be synchronised to Yale Home automatically (previous credential is required). We recommend that you inform all other owners and guests who have access to your property to download and log in to Yale Home. If you have an integration partnership such as Google Home, Apple Homekit etc.. you will need to set this up again by adding the integration into Yale Home via the 'Works With' menu.

The link to these integrations will be broken, you will need to set these up again, here are the steps to take:

Step 1

Download 【Yale Home 】from your respective APP Store and log in with your credentials (same as Yale Access).

Step 2

Click on the sidebar and enter in 'Works With' where you can find all partners we can integrate with.

Step 3

There are two methods to re-work with these partners:

1.Select the partners name in Yale Home (if you would like to work with PHILIPS HUE, this is the recommended method).

2.You can directly use the partner’s app to add the Yale device again.

If you need additional support

You can get a more visual help related to our products at our download center and in our library for support videos.

Download Center
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Support Videos
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FAQ about Yale Access App

Five most common asked questions about Yale Access App

How Do I Access My Yale Lock Remotely

How Does Auto-Unlock Work?

Why Are There so Many Steps to the Signup Process?

How Do I Find My Lock's Serial Number?

How Can I Access My Yale Access Account From a Different Device?

FAQ

What is Yale Access?

How can I find out which version of the App I have?

How Do I Access My Yale Lock Remotely

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How to Enable Auto-Lock

How do I Factory Reset my lock?

Updating Lock Firmware

Apple Watch and Yale Access

What are the Different Types of Guest Access?

How Do I Find My Lock's Serial Number?

I need to reset a previously-owned device

I received a request to factory reset my lock

Trouble Connecting to Lock

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What are the Different Types of Guest Access?

How Does Auto-Unlock Work?

What Is DoorSense™?

How Can I Access My Yale Access Account From a Different Device?

How Do I Find My Lock's Serial Number?

How Do I Enter My Home and/or Disable Access if My Phone is Lost or Stolen?

How Do I Send My Guest a Personal Entry Code?

Why Are There so Many Steps to the Signup Process?

How do I Delete My Account?

What do I do if My Device Does Not Appear in the Yale Access App?

I have received an In App notification to alert me to change to a new app, why?

I am receiving Emails and SMS notifications to alert me to change to a new app, I am worried this is a scam?

I've received a notification to change to a new app, Yale Home, can I continue to use the current app (Yale Access) ?

What should I do next when I receive the notification to migrate to a different application? What about my guests and devices?

Will I have to set up my devices when I log into Yale Home?

What happens with any integration (‘Works With’) such as Alexa, that I used with Yale Access now I am migrating to Yale Home?

Which is the correct Application I need that replaces Yale Accces?

If I install Yale Home application, do I need to register an account?

I have just brought a product and the packaging and instructions direct me to an application called Yale Access but the app store keeps directing me to Yale Home, why?

How do I log in to the new app, Yale Home?

I have come to log in to Yale Home and I forgot my password.

I cannot log in to Yale Home with my credential, why?

Can I go back to the Yale Access application after migrating to Yale Home?

My information (device/activity log/guest info) hasn’t completely synchronised to Yale Home from Yale Access, why?

My device cannot be paired in Yale Home, why?

I am migrating to Yale Home from Yale Access and I get an error message when pairing, why?

My Integration (‘Works With’) no longer works after migrating to YAle Home from Yale Access, why?

I have a Linus lock and can not set up Apple Home kit after migrating to Yale Home, why?

If you need additional support

Download Center

Support Videos

Need More Help?

What Is DoorSense^™?