Yale

Troubleshooting your Yale Smart Safe

Here you can find the answers about Troubleshooting your Yale Smart Safe.

Five most common questions about Troubleshooting the Yale Smart Safe

  • I have forgotten my PIN code using the Safe in standalone mode?

    Unlock the Smart Safe with the mechanical key provided in the box. Then press and hold the red button located on the side of the Safe door for five seconds to factory reset the Safe.

    After a factory reset you may now set a new PIN code. 

     

  • The Smart Safe operates but it has stopped making sound?

    Check to see if the Volume is switched off:​

    You must be in Bluetooth range, launch the Yale Home app, go to House Settings>Lock Settings> Device Setting>Volume select must be set to high.

  • What happens if the batteries have run out and I cannot find my key?

    The keypad has 9V terminal positioned under the keypad. When placing a good quality 9V  battery on the terminal, this will power up the safe and you can use the Yale Home App or pin code to open the safe.​

  • Entry Codes cannot be created in the Yale Home app?

    The Smart Safe accepts codes between  4 - 6 digits in length. Verify the code you are entering meets this criteria?

  • Why can’t I remove my key out of the safe?

    Please remember that if you have opened the safe with the key, you also have to lock it with the key, from then on you can continue using the entry code or Yale Home app. 

Troubleshooting FAQ

  • The keypad has 9V terminal positioned under the keypad. When placing a good quality 9V  battery on the terminal, this will power up the safe and you can  use the Yale Home App or pin code to open the safe.​

  • Please remember that if you have opened the safe with the key, you also have to lock it with the key, from then on you can continue using the entry code or Yale Home app.

  • Make sure your Connect Wi-Fi Bridge is installed within 10 feet of your safe. Also, the Connect Wi-Fi Bridge should be line of site with the front of Safe. 

    • Press a key on the Safe keypad and verify that the Green LED flashes when pressed​
    • Check the  batteries are installed correctly (polarity) in the battery case.​
    • Check the batteries are in good condition, fully charged, replace batteries if required.

  • Your batteries may be completely discharged. Apply a 9V battery to terminals below the keypad for backup power option or open the safe with the provided key.​

    Make sure that the operating mode in the Yale Home app is set to normal mode, under keypad settings, not privacy mode.

  • This would indicate the batteries do not have enough power. Please replace the batteries.​

  • The Smart Safe accepts codes between  4 - 6 digits in length. Verify the code you are entering meets this criteria.

  • Check to see if the Smart Safe is set to Privacy mode.​

    You must be in Bluetooth range, launch the Yale Home app, navigate to House Settings > Lock Settings > Keypad Setting > Operating Mode and change this to Normal mode.

  • Check to see if the Volume is switched off:​

    You must be in Bluetooth range, launch the Yale Home app, go to House Settings>Lock Settings> Device Setting>Volume select High 

  • This is the alert to replace the batteries. Replace all four (4) batteries* with new Alkaline batteries.​

  • Unlock the Smart Safe with the mechanical key provided in the box. Then press and hold the red button located on the side of the Safe door for five seconds to factory reset the Safe.

    After a factory reset you may now set a new PIN code. 

  • Make sure that you have new Alkaline batteries installed in your Smart Safe. Lithium or rechargeable batteries are not recommended.

  • You have five attemps to enter the correct code, the Smart Safe enters lock down for five minutes after five incorrect attempts and the Safe alarm will sound.

If you need additional support

You can get a more visual help related to our products at our download center and in our library for support videos. 

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