FAQ
Firmware updates are released periodically to help improve the functionality of your devices.
PLEASE NOTE: It may take several days to receive the latest app version or firmware update as firmware and app updates are released in a phased rollout.
How it works?
If you experience difficulty updating the firmware on your Yale Smart Lock, try the following:
- Open the Settings on your phone
- Toggle the Bluetooth setting OFF/ON
- Disable Wi-Fi and try the firmware update again
Open the Settings on your phone Toggle the Bluetooth setting OFF/ON Disable Wi-Fi and try the firmware update again
If you continue to experience issues, try updating the lock’s firmware via another mobile phone. If the issue persists, please contact our Support team: support.sg@yalesmart.com
If you experience difficulty updating the firmware on your Smart Keypad, try the following:
- Restart your phone
- Remove/reinsert one battery from the Keypad
- Ensure that your phone is not connected to any other Bluetooth devices such as headphones, speakers, etc.
- Open the Yale Access App and ensure the phone can connect to the lock over Bluetooth
- A firmware popup notification should appear. Select Retry Firmware
- When instructed, hold down the Keypad button until you see the firmware progress bar
If you continue to experience issues, please contact our Support team: support.sg@yalesmart.com
Always or Recurring Entry Codes remain in your Guest List within the Yale Home App until an Owner deletes them.
Temporary Entry Codes eventually expire and expiration is determined by the access end date. Once the code expires, the Entry Code is automatically deleted from your Guest List after 7 days.
Why does this happen?
There is a maximum number of Entry Codes that you can store on your Yale Smart Lock or Connected by Yale Lock at one time. Automatically deleting Temporary Entry Codes after they expire is a way to free up lock memory storage for new Entry Codes.
The Yale Smart Keypads are typically installed on the exterior of the home and they are suitable for outdoor use. The Yale Smart Keypad all have an IP55 rating, meaning they are dust protected and effective against water jetting.
Troubleshooting
If you experience issues with your Yale Smart Keypad, placing it in setup mode and completing the setup flow again may improve functionality. In order to complete these actions, you need to be within Bluetooth range of your lock and keypad, and have your phone with the Yale Access App downloaded onto it.
PLEASE NOTE: You need to be an Owner of the Lock associated with the Keypad to put the device in setup mode.
How it works?
Follow these steps to put your Keypad into setup mode:
- Open the Yale Access App and go to House Settings
- Select the Keypad to enter Keypad Settings
- Select Disconnect Keypad and then the blue DISCONNECT button
The actions above prompt the App to send a reset code to your phone. Once you receive the reset code, push the logo button on the Smart Keypad. The app will ask whether the Keypad is slowly pulsating red. Select Yes or No depending on what’s happening. If the Keypad is pulsating red proceed with in-app setup instructions on your phone. If not, repeat the steps above to place the keypad in setup mode again.
If you tried the steps above and the device does not begin to slowly pulsate red, try removing and reinserting a battery, and then re-entering the reset code. If the device still doesn't begin pulsating red, please reach out to customer support: support.my@yalesmart.com.
If you are unable to find the keypad in your App, you may need to set it up again. Go to the Keypad Installation guide and follow the steps under the "Set up in the App" section.
This article provides help if you are having issues unlocking your Smart Lock using your Keypad. If you are unable to find your Keypad in the Yale Access App, it may need to be put in Setup Mode. This article provides help.
How it works?
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 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 Access App:
- Open the Yale Access 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.
Personal entry codes for your Yale Smart Keypad can be created, modified, and deleted from anywhere. Creating, modifying, and deleting entry codes remotely requires an Yale Connect and the most recent version of the Yale Access App.
Without a Wi-Fi bridge such as Yale Connect, personal entry codes can only be created when you are connected to your Yale Smart Lock via bluetooth.
How-to Guides
Keypad Installation
Step 1. Remove the keypad’s back panel.
Depress the tab on the back of the keypad to remove the back panel.
Step 2. Mark holes in wall for drilling.
Use your level to position the back panel on the wall. Take your ballpoint pen or one of the included screws and poke it firmly through the center of each of the two rubber feet. Then mark the holes. Do not drill through the rubber feet.
Step 3. Drill the holes.
Use the drill bit size and type indicated in the drill bit chart. Drill holes in the two spots you marked with your pen.
Step 4. Add adhesive to the back of the keypad.
Peel off one side of the adhesive covering. Carefully place the adhesive on the rear side of the back panel.
Step 5. Attach back panel to the wall.
Firmly affix the back panel to the wall using the adhesive.Then take the two screws and screw them into the wall through the holes you created in the back panel.
Step 6. Attach keypad to the back panel.
Remove the battery tab from the inside of the keypad. Hook the top of the keypad onto the top of the back panel, rocking it down to the bottom until you hear a click.
This article covers the steps necessary to disconnect a Smart Keypad from a Smart Lock.
How it works?
You must be within Bluetooth range of the Keypad in order to disconnect the device. If you'd like to disconnect your Smart Keypad from your Smart Lock, please do the following:
- Tap the gear in the icon bar and select Keypad Settings.
- Select Disconnect Keypad (you may need to scroll down the list).
- Select Disconnect. This action triggers the system to send your unique reset code.
- Enter the code and press the logo button to complete the disconnection process.
Your keypad is no longer connected to your lock.
The Yale Smart Keypad Once you set the keypad up, follow the steps below to find, update, and use your personal Entry Code.
How it works?
To find your Personal Entry Code:
- Open up the Yale Access App
- Select the house from the keychain
- Go to the Guest List
- Select yourself from the guest list to get to MY ACCESS
Your personal entry code(s) appears below the associated lock if there are multiple locks. If you want to update an existing personal entry code, follow the steps above, then:
- Select the Entry Code you wish to change
- Enter a new code or update the existing code in the entry code field
- Select the back arrow or save changes
- Select SAVE CHANGES
Modifications and updates will appear in MY ACCESS.
To use your Personal Entry Code
- Enter your personal entry code on the keypad
- Press the red Yale button
- The keypad light will pulse and then flash when the lock operation has been completed.
Entry codes need to be 6 digits and a user may have up to 220 entry codes on a lock.
Guests with keypad access have a blue circle with a hashtag to the right of their name in the Guest List. If you have assigned Entry Codes to other guests, they will follow the same steps to access and update their personal entry codes from within the Yale Access App.
Yale Smart Lock owners have the ability to issue Always On, Temporary, and Recurring entry codes. If you have a Yale Smart Keypad connected to a Yale Smart Lock, you can follow the instructions below to add an entry code.
App Access + Entry Code User
- Navigate to the Guest List.
- Click on the user whose entry code you want to manage.
- Tap on App Access.
- Choose Always, Recurring, or Temporary.
- The schedule you choose will apply for both App Access and Entry Code Access.
Entry-Code Only User
- Navigate to the Guest List.
- Click on the user whose entry code you want to manage.
- Tap on PIN Access.
- Choose Always, Recurring, or Temporary.
To find Smart Keypad settings:
- Select the Settings tab (gear icon)
- Tap the keypad icon
Details about each Keypad setting are outlined in the following table:
| Keypad Setting | Description |
| Enable/disable Keypad* | Allows you to temporarily disable your keypad without needing to uninstall it. |
| One-Touch Lock* | Lock your door with just the Yale button. |
| Disconnect* | Removes the keypad from the associated lock. The reset code will be sent to your phone to complete this action. |
| Keypad Info | Includes hardware information such as battery level, serial number, and current firmware version. |
| Power Saving Mode* | Preserve battery life by enabling Power Saving Mode. Power Saving Mode disables the IR sensor, which prevents the Keypad from detecting nearby motion. The keypad does not light up when a hand approaches if Power Saving Mode is enabled. |
*You must be within bluetooth range of the Keypad to enable/disable these Keypad settings.
Power Saving Mode can help preserve your keypad's battery life. Normally, your Smart Keypad lights up when it detects that a hand is nearby. When Power Saving Mode is enabled, the keypad will not light up until one of the keys is pressed.
Follow the steps below to enable Power Saving Mode:
- Open the Yale Access App.
- In the Keychain, select the lock that the keypad is connected to.
- Select the gear (lower right) on the lock circle screen to open the Settings Menu.
- Click on the Keypad Settings.
- Toggle Power Saving Mode "On".
- To enable power saving mode, operate the keypad using an entry code.