Troubleshooting Yale Home App
Here you can find the answers about Troubleshooting Yale Home App
Five most common questions about Troubleshooting Yale Home App
Trouble Connecting to Device
If you are having trouble connecting to your device using the Yale Home App, the following troubleshooting may help.
Entry Code Fails to Unlock the Door
1. Open the Yale Home 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 Home App.
"Cannot Connect to Lock" Error Message When Creating A Personal Entry Code
Creating, modifying, and deleting entry codes remotely requires a Yale Connect Wi-Fi Bridge, and the most recent version of the Yale Home 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 Home 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 Home App can be added to “Ignore Battery Optimization” list. In addition to that setting, for Huawei phones, the following steps are necessary:
FAQ
This question has its own page. Click here to read full answer.
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 technical assistance to confirm whether the alert you are receiving is false or if there’s something else causing the batteries to drain rapidly. Our 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 Home 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 Home 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.
The Yale Home App offers 2 access levels: Owner and Guest. Guest is the default access level for anyone invited to your Smart Lock, but you can update a person's access level when you invite them to your lock or at any time thereafter.
PLEASE NOTE: Guests need to create an account and download the Yale Home App.
Select either iOS or Android (depending on your device) for steps to change Access Levels.
iOS
Changing a Guest to an Owner
- Open the Yale Access App and within the house where your lock is, select the Guest list Icon from the lower right in the menu
- Select the Guest you want to edit
- Select Owner to change the Access Level from Guest to Owner
- A blue tick will display beside your selection
- Select the back arrow to confirm changes
Your Guest is now an Owner, and will display as an Owner in your Guest List
You can change a user's access level back to Guest at any time by completing these steps again and selecting Guest from the Access Level options.
Lock Owners
Users with Owner Access can:
- Lock and unlock door via Yale Home App
- Use Auto-Unlock
- Invite/remove guests and owners
- Control all lock settings
- View activity feed
- View guest list
- Operate the lock remotely via Yale Connect Wi-Fi Bridge
Guests
Users with Guest Access can:
- Lock and unlock door via Yale Home app
- Not use Auto-Unlock
- Not invite/remove guests and owners
- Not control all lock settings
- Not view activity feed
- Not view guest list
PLEASE NOTE: Guests can not operate the lock remotely
Android
Changing a Guest to an Owner
- Open the Yale Home App and within the house where your lock is, select the Guest list Icon from the lower right in the menu
- Select the Guest you want to edit
- Change the Access Level from Guest to Owner
- Select the "Save Changes" option at the bottom of the screen to save your changes
Your Guest is now an Owner, and will display as an Owner in your Guest List
You can change a user's access level back to Guest at any time by completing these steps again and selecting Guest from the Access Level options.
Lock Owners
Users with Owner Access can:
- Lock and unlock door via Yale Home App
- Use Auto-Unlock
- Invite/remove guests and owners
- Control all lock settings
- View activity feed
- View guest list
- Operate the lock remotely via Yale Connect Wi-Fi Bridge
Guests
Users with Guest Access can:
- Lock and unlock door via Yale Home app
- Not use Auto-Unlock
- Not invite/remove guests and owners
- Not control all lock settings
- Not view activity feed
- Not view guest list
PLEASE NOTE: Guests can not operate the lock remotely
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 Home 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.
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