Troubleshooting your Yale Zuri Smart Lock

 If your Lock will not connect to Yale Home Application please ensure that:

• Bluetooth is turned on, on the lock, this can be done by:
  1. Select R
  2. Enter your administrator code
  3. Select #
  4. Select 7
  5. Select #
  6. Select * or R
• Ensure that bluetooth is turned on on your mobile device
• Ensure you are within bluetooth range on the lock (approx 3m)

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.

Once a lock’s battery reaches 20% capacity, a low-battery notification appears on your phone’s screen. You may wish to recharge the battery when you first see this notification. If you don’t recharge the battery at this time, you will receive daily emails and push notifications as the battery approaches a critical level. Should you receive these notifications, it is imperative that you recharge the battery. After fully recharging the battery, operate your lock 3 times using the Yale Home App. This should reset the battery level on our server to stop the low-battery alerts until the next time the battery reaches 20% capacity.

PLEASE NOTE: You must operate the lock over Bluetooth or remotely via WiFi. Operating your lock manually will not stop the low-battery notifications.

If the app continues to report a low battery 24 hours after recharging the battery 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 the next steps.

If your outside handle does not engage the lock when lifted please check the following:

Note: Keep the door open at all times through this process

1. Remove lower screw panel on the rear handle
2. Remove the battery cover
3. Remove the batteries
4. Remove 2 x mounting screw 
5. Disconnect electrical cable
6. Remove rear handle
7. Remove front handle
8. Check to ensure that on the front lock that the mortise hole the triangle is pointing in the downward position
9. Ensure that the spindle is fitted in the corrected orientation 
10. Reassemble the lock
11. Test lock

The Zuri and Zuri S lock can be set with the handle point in either direction, this may require changing to cater for the door install. Please check to ensure the handles are facing the correct direction prior to installation of the lock. 

To change the handing of the lock please refer to installation manuals:

Zuri and Zuri S: Installtion manual

If you device has a tamper warning follow the below steps:

1. Ensure the device is not damaged from being tampered
2. Open the door using a valid credential
3. Remove battery cover 
4. Press the R Button
5. Refit battery cover

The tamper will now clear on the device.

Firmware updates are released periodically to help improve connection speed, connection reliability, motor controls, and Auto-Lock.

Firmware updates begin automatically when the lock owner connects to their lock. You can still operate your lock via the app during the update. Firmware updates can take anywhere from 5-15 minutes. Be sure to keep your phone near your lock, with the Yale Home Application open throughout the whole update. 

More information on update firmware can be found here: Updating firmware

The latch located on the lock case can be turned to suit different doors, the curved side of the latch must always face towards the direction the door closes, this allows the latch to be depressed when the door is closed. If the latch is in the wrong orientation, the door will not close and the latch will sit on the door frame when you attempt to close the door. 

To change the latch bolt direction follow bellow: