Troubleshooting your Yale Smart Fingerprint Keypad

Troubleshooting FAQ's

• How to reset the Yale Smart Fingerprint Keypad

  • In order to complete these actions, you need to be within Bluetooth range of your keypad,

    PLEASE NOTE: You need to be an Owner of the keypad to be able to reset it. 

    1. Open the Yale Home App.
    2. Scroll to the bottom of the dashboard and select All Devices.
    3. Select the Keypad.
    4. Select Reset Keypad found under Utilities.
    5. Select Disconnect, the keypad will then be reset.
    6. You will see a successfully reset message on the screen, this completes the disconnection process and your keypad is no longer connected to your lock.

    Note - Resetting a Yale Smart Keypad 2 will delete all entry codes affiliated with that keypad. If you wish to reset your keypad, do so as a last resort only. A factory reset of your keypad will result in the deletion of all codes associated with the keypad. 

    If you tried the steps above and the device does not begin to reset, please reach out to your customer service.

• Entry Code Fails to Unlock the Door

  If the door fails to unlock after the user has entered the code into the Smart Keypad, pay attention to the number of buzzes. Functionality is built into the Smart Keypad to help diagnose potential issues with these sounds.

  If the Keypad bleeps once, illuminating a row of orange LEDs after the code/fingerprint 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 and you must press the green tick on the keypad after entering the code.

  If the keypad bleeps once with a flashing row of Red LEDs after a code/fingerprint is entered and the door fails to unlock, this means the keypad is not communicating with the lock. The door will need to be unlocked via the app and once inside the property, reset the keypad. 

  Before attempting a reset: Ensure that you can connect the lock to the phone to make sure the issue isn’t with the lock batteries or the lock itself. 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 Home App:

  1. Open the Yale Home App.
  2. Scroll to the bottom of the dashboard and select All Devices.
  3. Select the Keypad.
  4. Select Reset Keypad found under Utilities.
  5. Select Disconnect, the keypad will then be reset.
  6. You will see a successfully reset message on the screen, this completes the disconnection process and your keypad is no longer connected to your lock.

  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.

• "Cannot Connect to Lock" Error Message When Creating A Personal Entry Code

  If a Yale Wi-Fi bridge is linked to the Smart Lock, or the Yale Smart lock has built in Wi-Fi a lock owner can remotely change personal entry codes for the Yale Smart Keypad 2. Without a Yale Wi-Fi Bridge (or Lock with built-in Wi-Fi) If you try to create an entry code remotely you will see the below message. 

  

  Without a Yale Wi-Fi Bridge (or Lock with built in Wi-Fi), personal entry codes can only be created when you are connected to your Yale Smart Lock via Bluetooth.

• If the wrong code is entered too many times, will my Yale Smart Fingerprint Keypad timeout?

  Yes, to enhance security if an incorrect entry code is entered 5 times, the keypad will timeout for 5 minutes and not accept further entry code attempts during this period. 

• If the wrong fingerprint is entered too many times, will my Yale Smart Fingerprint Keypad timeout?

  Yes, to enhance security if an incorrect fingerprint is entered 5 times, the keypad will timeout for 5 minutes and not accept further fingerprints attempts during this period. 

• Troubleshooting battery drain with the Smart Fingerprint Keypad

  The Yale Smart Keypad 2 – Fingerprint is powered by four AAA batteries. Battery life can vary depending on usage patterns, environmental conditions, and device settings. The following sections outline the most common causes of increased battery drain and provide guidance on how to reduce it.

  1. Motion Sensor

  The keypad includes a built-in motion sensor that wakes the device when movement is detected nearby. While this feature can improve convenience, it can significantly reduce battery life—particularly in high‑traffic areas where the sensor is triggered frequently.

  How to reduce battery drain:

  • Disable the motion sensor in the Yale Home app (see last section).
  • When disabled, the keypad will only wake when physically touched, helping to extend battery life.

  2. Frequent Use or Incorrect Entry Attempts

  Battery consumption increases with frequent use. The Smart Keypad 2 – Fingerprint is designed for residential use and is not intended for the constant activity typically associated with industrial or commercial environments.

  Additionally, multiple incorrect PIN or fingerprint attempts cause the keypad to flash its LEDs and emit alerts, which further increases power usage.

  How to reduce battery drain:

  • Minimise repeated entry attempts.
  • Ensure enrolled users are familiar with correct PIN codes and fingerprint placement.

  3. Firmware and Device Settings

  Firmware updates have introduced features designed to help manage battery usage, such as:

  • Privacy Mode, which disables keypad functionality when not required
  • Motion sensor controls, allowing you to enable or disable wake‑on‑motion behaviour

  How to reduce battery drain:

  • Install firmware updates when prompted in the Yale Home app.
  • Review keypad settings after updates to ensure they are configured for your usage needs.

  4. Device Position and Connectivity

  The keypad must remain within reliable Bluetooth range of the lock (approximately 4 metres). If the connection is weak or unstable, the keypad may attempt to reconnect repeatedly, increasing battery consumption.

  How to reduce battery drain:

  • Install the keypad within the recommended distance of the lock.
  • Avoid placing the keypad where walls, metal structures, or other obstructions could interfere with Bluetooth connectivity.

  5. Battery Quality and Replacement

  Using fresh, good‑quality AAA batteries is essential for optimal performance. If rapid battery drain is observed, replacing the batteries should be the first troubleshooting step.

  Important note on rechargeable batteries: Rechargeable AAA batteries are not recommended for this product. They typically supply 1.2V per battery rather than the standard 1.5V. When four rechargeable batteries are used, the total voltage is 4.8V instead of 6.0V, which will result in reduced performance and earlier low‑battery notifications.

  Best practice:

  • Always use new, non‑rechargeable, high‑quality AAA batteries.
  • Replace all four batteries at the same time.

  Quick Battery Life Tips

  • Disable the motion sensor in high‑traffic areas
  • Keep firmware up to date
  • Ensure strong Bluetooth connectivity
  • Avoid repeated incorrect entry attempts
  • Use non‑rechargeable, high‑quality AAA batteries

• Smart Keypad 2 – Fingerprint: Unable to Connect or Entry Code Not Recognised

  If your Yale Smart Keypad 2 isn’t connecting to your lock or isn’t acknowledging entry codes, follow the steps below—from the quickest checks to the more advanced solutions.

  1. Check Your Entry Code and Confirmation Button

  Make sure the correct code is being entered and confirmed properly.

  • Re‑enter the code carefully.
  • Press the green tick button to confirm your entry.
  • Not sure what your code is?
    1. Open the Yale Home app
    2. Go to Guest List
    3. Select your profile
    4. Tap Entry Code to view your assigned code

  2. Check the Keypad’s Location

  The keypad must be within 4 meters of the lock for a reliable Bluetooth connection.

  • If it’s too far away
  • If there are metal surfaces
  • Or if it’s installed behind thick brickwork

  …the keypad may not be able to communicate with the lock.

  3. Replace the Keypad Batteries

  Low batteries can cause the keypad to appear responsive (lights/buttons) but still fail to send or acknowledge codes.

  How to replace the batteries:

  1. Use the removal tool included with the keypad.
  2. Insert the pin end into the small hole on the bottom edge of the keypad.
  3. Push upward until the front cover releases from the mounting plate.
  4. Replace all 4 × AAA batteries with fresh ones.
  5. Reattach the keypad to the mounting plate.

  Test the keypad again.

  4. Power Cycle or Replace the Lock Batteries

  If the keypad lights up normally and the Yale button responds, but all entry codes fail, this could be due to the lock’s batteries being low, or the lock’s Bluetooth state needs refreshing.

  What to do:

  • Remove all lock batteries
  • Wait 1 minute
  • Reinsert them
  • Try the keypad again

  If the lock’s batteries are old or low, replace them with a fresh set.

  Still Having Issues?

  If the keypad still cannot connect or codes are not acknowledged after completing all steps:

  • Try resetting and reinstalling the keypad in the Yale Home app
  • Or contact Yale Customer Support for further assistance