Trouble Connecting to Lock

If you are having trouble connecting to your lock using the Yale Home App, the following troubleshooting may help:

If you have a Yale Connect Wi-Fi Bridge, you can access your Smart Lock remotely when you are away from home. To remote access your lock, tap the Wi-Fi icon on the Lock Screen. The icon should change from grey to blue when connected. The lock circle should display your lock’s status shortly thereafter. If the lock circle stays grey, try the following steps.

Turn the Bluetooth and Wi-Fi OFF on your mobile device from the settings. Allow at least 30 seconds in the OFF state before proceeding to turn ON the Wi-Fi and Bluetooth connectivity. (Note that toggling the Bluetooth from the control centre on iOS devices vs with the Bluetooth settings will not successfully perform the proper procedures that need to be completed).

iPhone 8 or earlier

Double-click the Home button to show your most recently used apps. 
Swipe right or left to find the Yale Home App. 
Swipe up on the app's preview to close the Yale Home App. 

iPhone X:

From the Home screen on the Yale Home App, swipe up and pause.
Swipe up to close the app.

On Android:

Tap the Recent Apps key, which is left of the home button or on your screen.
Scroll up or down to locate the Yale Home App.
Swipe from the left or right to close apps or press close all to close all open apps.
This will clear the app.

Press and hold your iPhone’s sleep/wake button until you see the option to “slide to power off”, then power your phone off. Once your phone is powered off, press and hold the sleep/wake button to power it on again. Once powered on, open the Yale Home App.

If you continue to experience issues connecting to you Yale Smart Lock, you will need to be within Bluetooth range to complete the troubleshooting steps. Once you’re within Bluetooth range, follow these steps:

First, try resetting your Yale Connect Wi-Fi Bridge:

1. Open the Yale Home App and go into Settings
2. Navigate to Connect Settings
3. Select Disconnect Device to unpair the Yale Connect Wi-Fi Bridge from the lock
4. Select Disconnect to complete the action

Once this is done, the Yale Connect Wi-Fi Bridge will need to be reset. You will need to have physical access to your Yale Connect Wi-Fi Bridge in order to completely reset it. To reset the Yale Connect Wi-Fi Bridge:

1. Turn your phone off and then on again
2. Review your settings to ensure your phone is on a 2.4GHz network. The frequency of your network may have changed from 2.4GHz to 5GHz without realizing
3. Unplug the Yale Connect Wi-Fi Bridge from the wall socket
4. Plug the Yale Connect Wi-Fi Bridge back into the wall socket that is within 4.5 meters of your Smart Lock
5. Press the button on the Yale Connect Wi-Fi Bridge for 5 seconds and release 
6. Go into the Yale Home App again and select Setup a Device
7. Follow in-App setup instructions for the Yale Connect Wi-Fi Bridge to setup the device again

If you do not have physical access to your Connect because you are outside of your home, complete all of the steps above with the exception of 3, 4, and 5.

If none of the above troubleshooting steps work, try replacing the batteries in the Smart Lock with new ones. For instructions to replace the batteries, this article has more info.

PLEASE NOTE: You Yale Smart Lock has 4 AA batteries. It is important to replace all 4 batteries at the same time. Please use only standard alkaline batteries. Lithium and extended life alkaline batteries will not provide you with the optimal experience and could result in not being alerted that your batteries are dying or alerting you when they are not.

This should resolve any connection issues, but if these troubleshooting steps do not resolve the issue, please contact your regional Support office for assistance.

PLEASE NOTE: The Connect works best if it is within 4.5 meters of its associated Smart Lock. Ensure the Yale Connect Wi-Fi Bridge is within 4.5 meters of the associated Smart Lock.

If you are unable to connect to the Smart Lock with your phone, you can use the physical key to regain entry to your home.

You may also try signing into the Yale Home App using another device. Please note, you and your device will need to be within Bluetooth range of the lock in order to connect.