Troubleshooting your Yale Smart Opener

A factory reset erases all guest and owner data from your device, restoring it back to its original, out-of-the-box settings. It also removes the device from any owner or houses that it is affiliated with.

If there is a Yale Smart Keypad paired with the Smart Opener, 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 Smart Opener:

1. Ensure you are within Bluetooth range of the device (4 metres).
2. Open the Yale Home app.
3. Select your Smart Opener and then the Settings icon.
4. Scroll down to Utilities, select Factory Reset and follow the onscreen prompts.
5. The device has now been reset and removed from your Yale Home app.

These steps should restore your Smart Opener 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 device, select "Reset Anyway" when you receive the notification.

Pre-Owned Devices

If you are not the original device owner because you acquired a previously-owned Smart Opener, you will be notified when trying to add the device 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 Smart Opener, please allow up to 30 days for the previous owner to grant permission. If you are not granted permission by the previous owner after 30 days, please contact customer support.

Firmware updates are released periodically, to help improve device performance. When available, firmware updates begin automatically, when an owner connects to their device locally. You can still operate your device via the app during the update.

Firmware updates can take anywhere from 5-15 minutes. Please be sure to keep your phone near your device, with the Yale Home app open, throughout the whole update.

In order for the firmware to update, you must be within Bluetooth range of the device and have Bluetooth enabled on your phone.

You can find your Smart Opener serial number using the Yale Home App.

1. Open the Yale Home app.
2. Select your device and then the settings icon.
3. Scroll down to "Device Information" and select.
4. The serial number will be dispalyed here.

Note: The serial number is also printed on the back of the Smart Opener module itself, starting with the prefix SN.

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 your Yale Home account. 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.

Previously-Owned Yale Smart Locks/Openers 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/Opener 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/opener 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/opener. This means you will be giving up ownership of the lock/opener and accept that once the lock/opener 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.

Personal entry codes for your Yale Smart Keypad can be created, modified, and deleted from anywhere while remotely connected. Creating, modifying, and deleting entry codes remotely requires a Wi-Fi connection, and the most recent version of the Yale Home App.

Without a Wi-Fi connection, personal entry codes can only be created when you are connected to your Yale Smart Opener via Bluetooth.

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

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

iOS

Yale devices are compatible with newer phone models running iOS 14 or greater*. Information to help you determine the compatible iOS devices is available here.

Android

Yale devices are compatible with most Android phones equipped with Bluetooth 4.0 and running Android 8* or higher. We routinely test with phones from the major manufacturers, including Samsung, Google, and HTC.

In some cases on specific phones, the Android Bluetooth stack can get stuck in a bad state, and may need to be re-started by the user by turning Bluetooth on and off. Below are specific devices where performance has been inconsistent:

• OnePlus Phones 
• LG V10
• LG G4
• LG V10
• LG G4
• Realme 7
• Huawei P30 

The Yale Home App will notify you in advance if the batteries are running low (when the batteries are at 25%), giving you an opportunity to replace them before they run out of charge. Should the battery completely run out of charge on the Yale Door Position Sensor, the Yale Smart opener will still continue to function but the state of the door position will not be accurate.

When the battery percentage is lower than 5% the LED will blink twice at 10 second intervals .