Troubleshooting Yale Access App

Here you can find the answers about Troubleshooting Yale Access App

Five most common questions about Troubleshooting Yale Access App

Trouble Connecting to Lock
If you are having trouble connecting to your lock using the Yale Access App, the following troubleshooting may help.
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Entry Code Fails to Unlock the Door
1. Open the Yale Access App and go to Keypad settings
2. Select the option to Disconnect the Keypad (note: must be within Bluetooth range)
3. Once you select the disconnect option, you will be sent a 4 digit code to physically reset the keypad.
4. Enter this code into the Keypad to reset the device.
Read the full answer in the compiled FAQ below.
Wrong Email or Phone Number Error Message
You can log in using either your phone number or your email. If you're having trouble logging in with one, try logging in using the other.
If you forgot your password, you can reset your password by clicking on the forgot password link in the Yale Access App.
Read the full answer in the compiled FAQ below.
"Cannot Connect to Lock" Error Message When Creating A Personal Entry Code
Personal entry codes for your Yale Smart Keypad can be created, modified, and deleted from anywhere. Creating, modifying, and deleting entry codes remotely requires a Yale Connect Wi-Fi Bridge, and the most recent version of the Yale Access App.
Without a Yale Connect Wi-Fi Bridge, personal entry codes can only be created when you are connected to your Yale Smart Lock via Bluetooth.
How to Enable Auto-Unlock on Android Phones with Custom Vendor Optimization that Terminates Background Tasks
In order to get Auto-Unlock feature to work with your phone, the Yale Access App needs to be able to occasionally run short background tasks . For these phones Auto-Unlock setup will direct you to the Settings where the Yale Access App can be added to “Ignore Battery Optimization” list. In addition to that setting, for Huawei phones, the following steps are necessary:
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FAQ

There is no way to check the battery level for your Yale devices in the Yale Home App, but you will be notified when the batteries need to be replaced.

Once a lock’s batteries reach 25% capacity, a low-battery notification appears on your phone’s unlock screen. You may wish to replace the batteries when you see this notification. If you don’t replace the batteries at this time, you will begin receiving daily emails and push notifications as the batteries approach the end of their life. Should you receive these notifications, it is imperative that you replace the batteries with 4 new AA alkaline (non-rechargeable) batteries immediately. After replacing the batteries, operate your lock 3 times using the Yale Home App. This should stop the low-battery alerts until the next time the batteries reach 25% capacity.

PLEASE NOTE: You must operate the lock over Bluetooth or remotely if you have a Yale Connect Wi-Fi bridge. Operating your lock manually will not stop the low-battery notifications.

If the app continues to report a low battery 24 hours after replacing the batteries and operating the lock via the app, please reach out to your regional Customer Support to confirm whether the alert you are receiving is false or if there’s something else causing the batteries to drain rapidly. Our Customer Support team will assist you with next steps.

Here you can find help if you are having issues unlocking your Yale Smart Lock Pro using your Yale Smart Keypad. If you are unable to find your Keypad in the Yale Access App, it may need to be put in Setup Mode.

If the door fails to unlock after you have typed your code into the Smart Keypad, pay attention to the number of buzzes. Functionality is built into the Smart Keypad to help diagnose potential issues.

If the keypad buzzes once after the code is entered and the door fails to unlock, the code was entered incorrectly. Try the code again to unlock the door. Keypad entry codes must be between 4 and 6 digits.

If the keypad buzzes twice after a code is entered and the door fails to unlock, this means the keypad is not communicating with the lock. A reset should fix this issue.

Before attempting a reset, ensure that you can connect the lock to the phone to make sure the issue isn’t with the lock. If you find that the issue is the lock, try rebooting the lock first. To reboot the lock, remove one battery from the lock and replace it. Once you have rebooted the lock, try the entry code again. If this does not work, the keypad must be reset.

We try to avoid resetting the Keypad as this will reset all of the codes, but on occasion, a reset is necessary. If you do need to reset the keypad, do so through the Yale App:

Open the Yale Access App and go to Keypad settings
Select the option to Disconnect the Keypad (note: must be within Bluetooth range)
Once you select the disconnect option, you will be sent a 4 digit code to physically reset the keypad
Enter this code into the Keypad to reset the device.

This completes the steps needed to reset the keypad.

PLEASE NOTE: Resetting the keypad will wipe out all existing entry codes and they will need to be added back after the keypad is set up again.

There are two options for logging in to your account on the Yale Home App. You can log in using either your phone number or your email. If you're having trouble logging in with one, try logging in using the other.

If you forgot your password, you can reset your password by clicking on the forgot password link in the Yale Home App.

You can reset your password using either the phone number or e-mail for the account.

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.

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Troubleshooting Yale Access App

Five most common questions about Troubleshooting Yale Access App

Trouble Connecting to Lock

Entry Code Fails to Unlock the Door

Wrong Email or Phone Number Error Message

"Cannot Connect to Lock" Error Message When Creating A Personal Entry Code

How to Enable Auto-Unlock on Android Phones with Custom Vendor Optimization that Terminates Background Tasks

FAQ

False Battery Alerts

Entry Code Fails to Unlock the Door

Wrong Email or Phone Number Error Message

"Cannot Connect to Lock" Error Message When Creating A Personal Entry Code

How to Enable Auto-Unlock on Android Phones with Custom Vendor Optimization that Terminates Background Tasks

Apple Watch and Yale Access

If you need additional support

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Support Videos

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