Troubleshooting your Yale Yale Linus® Smart Lock L2

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.

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.

1. Go to this website
2. Select the link Login with email from the bottom of the screen
3. Enter your email and password to login
4. Login to your email account and retrieve the verification code
5. Go back to the account website, enter the code, and select verify
6. Select Lost Phone to log out of the Yale Home App on all devices
7. Select Logout of Yale Home 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 Home 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 Home App to a substitute smartphone.
• Step 2: Log into your Yale Home 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 Home App on the replacement phone and sign in / validate your phone number or email address. All of your Yale Home 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.

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 our 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 Customer Support team will assist you with the next steps.

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.

DoorSense^™ is Yale Home’s newest feature and technology that lets you know the status of your door. With DoorSense, you have peace of mind via the Yale Home Application that your door is either open or closed. Click here to view our troubleshooting article.