Troubleshooting your Yale Smart Code Handle

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.

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

Factory reset instructions

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

1. On your phone, open the Yale Home 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 bottom right of the lock status screen).
3. Select the device you wish to reset.
4. Scroll to factory reset which will be under Utilities.
5. 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, you will be notified when trying to add the lock to your Yale Home account, you may trigger a request to the previously linked owner from the Yale Home app, the previous owner will be informed that a new owner wants to the access and setup the lock, please allow up to 30 days for the previous owner to grant permission. If you are not granted permission by the previous lock owner after 30 days, please contact customer support here.

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.

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

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

If the Yale Home App shows that your lock is locked when it’s really unlocked (and vice versa), chances are it needs to be re-calibrated. Please initiate re-calibration from the settings tab in your Yale Home app. You must be within Bluetooth range of the lock to re-calibrate it.

PLEASE NOTE: Incorrect lock status may also happen if the lock is being setup or tested on a flat surface.

If you sent an invite to your lock and your guest does not receive it, there may be an issue with the contact information you sent it to. Double-check that the number you sent the invitation to is the correct number. If the invite was sent to an incorrect number, go into the Yale Home App, delete and resend the invite ensuring that the phone number is correct. If that doesn’t work, please make sure the contact in your phone has their number saved in an international format (with the country code in front of the number), then try sending the invite again.

If your guest received an SMS invitation from you, but after setting up their Yale Home account they do not see your house in their Yale Home app keychain, there may be an inconsistency between the number you sent the invite to and the number the guest created their account with. If this happens, ensure that the numbers match by cross-referencing the number you sent the invite to with the one on the new account. If the numbers do not match, delete the invitation and resend it to the number in their account. The guest should then find the house in the keychain.