General Information & FAQ

Our top five most asked questions about Yale's products

All questions regarding General FAQ and Info

I need to reset a previously-owned device
Previously-Owned Yale Smart Locks 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 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.
I received a request to factory reset my lock
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 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. This means you will be giving up ownership of the lock and accept that once the lock is reset, all existing users will lose access to it.
PLEASE NOTE: The request expires after 30 days.
What is Verified Access / Secure Remote Access?
With the Verified Access / Secure Remote Access lock feature, you have the option to add an extra layer of security by requiring your phone's biometric/passcode authentication to operate your Yale Access device(s).
When this feature is enabled, your phone’s authentication is needed to:
1. Lock your device
2. Unlock your device
When this feature is disabled, you can lock / unlock your device without your phone’s authentication.
This feature can be enabled/disabled, for each individual device within your Yale Access App.
The FAQ below provides additional information about Verified Access / Secure Remote Access
What products can I enable secure Remote Access?
This setting works for any lock that has any Yale Access device including:
- Yale Assure Locks with Wi-Fi (YRD2X6-CBA)
- Yale Assure Levers with Wi-Fi (YRL2X6-CBA
- Yale Smart Cabinet Lock
- Yale Smart Delivery Box
- Yale Smart Safe (coming soon)
- August Smart Locks
How do I enable Secure Remote?
To enable the Verified Access / Secure Remote Access:
1. Open the App
2. Go to Settings
3. Select a device
4. In the Security settings, toggle Verified Access / Secure Remote Access on
After you enable this feature, your phone’s authentication setting will run when you tap on the entry code in the profile.
PLEASE NOTE: If the device is not paired to a Wi-Fi bridge, a Bluetooth connection is required to see the Entry Code.
If I enable Secure Remote Access, will it be enabled for all other device users?
If you enable Verified Access / Secure Remote Access feature in your settings, this feature will also be enabled for other users of the associated lock.
I enabled this Secure Remote Access, but now it is disabled. Why?
If you enabled the Hidden Entry Code setting, but it has been disabled, it is likely that another lock Owner disabled the feature in their settings.
How do I Factory Reset my lock?
A factory reset erases all guest and owner data from your lock, restoring it back to its original, out-of-the-box settings. It also removes the lock from any owner or guest keychains that it is affiliated with.
You do not need to be near your lock to reset it; however, you will need to have access to the lock in order to re-calibrate it. If there is a Keypad paired with the lock, the Keypad must be disconnected before factory resetting the lock. This article provides instructions to disconnect a Keypad.
Factory reset instructions
Follow the steps below to perform a factory reset on your lock:
On your phone, open the Yale Home App and go to the lock circle screen, which is the screen that shows you whether your door is locked or unlocked.
Select the Settings menu (gear icon).
Select the device you wish to reset.
Scroll to factory reset.
Select "Reset Lock".
These steps should restore your lock 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 lock, select "Reset Anyway" when you receive the notification.
Pre-Owned Devices
If you are not the original lock owner because you acquired a previously-owned Smart Lock, information about resetting the device is available in this article.
What Phones Are Compatible with Yale Devices?
iOS
Yale devices are compatible with newer phone models running iOS 13 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
Updating Lock Firmware
This question is comprehensive enough that it needs its own page. Read the full answer by clicking here.