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FAQ about Yale Home App

Here are the answers to frequently asked questions about the Yale Home App. If you do not find what you are looking for, you can also try our troubleshooting help.

Five most common asked questions about Yale Home App

    How Do I Access My Yale Lock Remotely

    The Yale Home App will seamlessly connect over the best method available, choosing between Bluetooth and Wi-Fi automatically. Simply open the app and navigate to your lock screen and the Yale Home App will do the rest for you.

    The icon in the upper right of the lock screen indicates how you are currently connected to your lock.

    To Product Support

    How Does Auto-Unlock Work?

    Auto-Unlock is one of the most popular and unique features for Smart Lock users. Having your door automatically unlock without having to reach for your phone or your keys as you approach your home is a magical experience. Like any simple and smart technology, there is a lot happening behind the scenes to make Auto-Unlock work just right.

    Why Are There so Many Steps to the Signup Process?

    At Yale, the security of your home is very important to us. For this reason, during signup you'll go through a few extra steps that help to make your account as secure as possible (creating a strong password, verifying a unique phone number and a unique email address for each account), and to help users identify each other easily when sending and receiving invites (entering your first and last name, uploading a profile photo).

    To Product Support

    How Do I Find My Lock's Serial Number?

    You can find your lock's serial number using the Yale Home App. Select the Gear Icon ⚙ in the lower right-hand corner of the lock circle screen.

    Select Lock Settings, then Device Information to view the serial number for your lock.

    To Product Support

    How Can I Access My Yale Access Account From a Different Device?

    To access your account from an alternative device, download the Yale Home App on the device if it is not yet installed. Once the Yale Home App is on the device, log out of existing accounts (if needed). There are two ways to log into your account: 1) Using the phone number associated with your account; 2) Using the email associated with your account.

    Read the full answer in the compiled FAQ

    To Product Support

FAQ

  • What is Yale Home?

    Yale Home is the Yale App that enables customers to remotely access and manage Yale smart products, including Yale Access enabled Smart locks, Smart Cabinet locks and more, from their smartphone or tablet. The app allows users to lock and unlock, share access with trusted family or friends, view access history, receive notifications, and customise settings from wherever you are in the world. The app works alongside the Yale Connect Wi-Fi Bridge to give users the ability to manage remotely and integrate with voice assistants.

  • How can I find out which version of the App I have?

    The version of the App you have downloaded on your device can be seen by selecting the menu in the top left-hand corner. 

  • How Do I Access My Yale Lock Remotely

    The Yale Home App will seamlessly connect over the best method available, choosing between Bluetooth and Wi-Fi automatically. Simply open the app and navigate to your lock screen and the Yale Home App will do the rest for you.

    The icon in the upper right of the lock screen indicates how you are currently connected to your lock.

  • Updating Lock Firmware

    This question has its own page. Click here to read full answer.

  • What are the Different Types of Guest Access?

    Access levels and schedules determine how much access a lock user has as well as when they have permission to control the lock.

    Yale offers 2 access levels: Owner and Guest. A lock Owner has full access to the lock and Guests have limited access (outlined under Access Levels). Only lock Owners can invite Guests to a lock. When inviting Guests, you can customize their access level and choose to be notified when they operate your lock.

    There are also different Access Schedules: Always, Recurring, and Temporary (outlined under Access Schedules).

    Access Levels

    Owners

    Lock Owners are users who:

    • Can lock and unlock door via Yale Home App
    • Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
    • Can use Auto-Unlock
    • Can invite/remove other owners
    • Can control all lock settings
    • Can view activity feed
    • Can view guest list

    Guests

    Guest is the default access level for anyone invited to your Yale Smart Lock, but you can update a person's access level when you invite them to your lock or at any time thereafter. Guest users:

    • Can lock and unlock door via Yale Home App*
    • Can lock and unlock door via Personal Entry Code (Using Smart Keypad)
    • Cannot use Auto-Unlock
    • Cannot invite/remove other owners
    • Cannot control all lock settings
    • Cannot view activity feed
    • Cannot view guest list

    *Cellular data or an Internet connection is required. Due to the 3 Guest Access Schedules, our servers need to verify that the guest is connecting during the timeframe that they are authorized.

    For information on how to change a guest to an owner click here

    Access Schedules

    Always - Guests will have unlimited access, but the owner can change or delete their access at any time.

    Recurring - Guests will have a scheduled access that repeats. i.e. guests will be invited every Tuesday for a short period of time.

    Temporary - Guests will have a limited invitation to your home that expires. i.e. guests will have access for a one time use, limited to the date and time you've selected.

  • How Does Auto-Unlock Work?

    This question has its own page. Click here to read full answer.

  • What Is DoorSense™?

    DoorSense™ is Yale Home’s newest feature and technology that lets you know if your door is open or closed. Now, you’ll know if your door is both closed and locked ensuring that your home is secure.

    For installation instructions, please see one of the following installation guides:

    Troubleshooting DoorSense™

    Yale’s DoorSense™ technology uses magnetic fields to help determine the state of your door as open or closed. Therefore any changes to the magnetic field surrounding the lock may affect the accuracy of the DoorSense™ readings. This can include removing and replacing the front faceplate or bringing another magnet into the range of the lock.

    If you ever notice that your door state is inaccurate, you should go into your Lock Settings and Calibrate your Lock and DoorSense™.

  • How Can I Access My Yale Home Account From a Different Device?

    There are occasions where you may need to access your Yale Home Account from a secondary device. For instance, if you lose your phone, lock yourself out, or if you get a new phone, you will need to log into your account from a device other than the one you use today.

    To access your account from an alternative device, download the Yale Home App on the device if it is not yet installed.

    Once the Yale Home App is on the device, log out of existing accounts (if needed). There are two ways to log into your account: 1) Using the phone number associated with your account; 2) Using the email associated with your account.

    Phone Number

    PLEASE NOTE: You will be unable to receive an SMS code to verify your account if you are not using the phone with your associated number. Use the Email login method if you have lost your phone or if you are locked out.

    From the sign in screen, select SIGN IN. Enter the phone number and password associated with your account. A verification code will be sent to your phone. When prompted, enter the verification code in the form provided. Your keychain will appear following this step and you can continue to use your lock as usual.

    Email Address

    From the sign in screen, select SIGN IN. Select SIGN IN WITH EMAIL INSTEAD. Enter your email address and password. A verification code will be sent to your email address. Log into your email account to retrieve the verification code. When prompted, enter the verification code in the form provided. Your keychain will appear following this step.

    PLEASE NOTE: Currently, our App is optimized for iOS and Android mobile devices. Yale uses a token to authorise your mobile device entry to your home. For security purposes, the Yale Access App won’t work on a desktop.

  • How Do I Find My Lock's Serial Number?

    You can find your lock's serial number using the Yale Home App. Select the Gear Icon ⚙ in the lower right-hand corner of the lock circle screen.

    Select Lock Settings, then Device Information to view the serial number for your lock.

  • How Do I Enter My Home and/or Disable Access if My Phone is Lost or Stolen?

    If your phone is lost or stolen, follow these steps to regain access to your home:

    To log out of all devices / disable your phone’s access to your lock, you will need access to the Internet and the email account you use with Yale Home. You can access the Internet via a desktop computer or an alternative mobile device such as another phone or a tablet.

    1. Go to this website
    2. Select the link Login with email from the bottom of the screen
    3. Enter your email and password to login
    4. Login to your email account and retrieve the verification code
    5. Go back to the account website, enter the code, and select verify
    6. Select Lost Phone to log out of the Yale Access App on all devices
    7. Select Logout of Yale Home App to complete steps

    You are now logged out of your Yale account. PLEASE NOTE: Any third party apps such as Amazon, Google Assistant, etc. will continue working as expected.

    To regain access to your home:

    If you have a physical key, you can use that to get into your home.

    If you have a Yale Smart Keypad you can use the keypad instead of the Yale Home App.

    Another Owner of the Yale Smart Lock can open your door remotely if you have a Yale Connect Wi-Fi bridge installed.

    If none of the options mentioned before works you will need to gain access to your Smart lock using another smartphone.

    • Step 1: Download the Yale Home App to a substitute smartphone.
    • Step 2: Log into your Yale Access account

    You can now operate your lock using this phone. Once you have a permanent replacement phone, there is no need to set up your Yale devices again. All that is required is to download the Yale Home App on the replacement phone and sign in / validate your phone number or email address. All of your Yale Access devices will remain set up in your account.

    Additional Suggestions

    Both iOS and Android provide tools to help locate your phone and in some cases disable it (depending on the security features you’ve enabled.)

    iPhone users:

    Visit www.icloud.com, log in to your iCloud account, and select the “Find my iPhone” feature.

    Android users:

    Visit www.google.com/android/devicemanager and log into your Google Account.

    If your phone cannot be located, you need to contact your cellular service carrier. If your phone cannot be retrieved your carrier can help you get a replacement phone and regain access to your phone number.

  • How Do I Send My Guest a Personal Entry Code?

    Keypad Access

    Follow the steps below to give a Guest keypad access:

    1. Go to the Guest List screen, and select the Invite button
    2. Choose the person you want to invite
    3. Select Access Level on the Invite screen
    4. Choose Keypad Only access level
    5. Tap the back arrow
    6. Select Send Invite  
    Adding an Entry Code to an App Invite

    If you want to invite your Guest to the App and the keypad, follow the steps below:

    1. Go to the Guest List Screen, and select the Invite Button
    2. Choose the person you want to invite
    3. On the Invite screen, Select Entry Code
    4. Toggle Entry Code Active on
    5. You can customize or change the entry code by tapping on the code form field.
    6. Tap the back arrow button
    7. Select Send Invite
    Giving an Entry Code to a Current Guest or Owner

    If you want to give an entry code to someone who already has Guest or Owner access, the following steps apply:

    1. Select the person you'd like to give a personal entry code from the Guest List screen
    2. Select Entry Code from the Guest Setting screen
    3. Toggle Entry Code Active on
    4. You can customize or change the entry code by tapping on the code form field.
    5. Tap the back arrow button
    6. Select Send Invite

  • Why Are There so Many Steps to the Signup Process?

    At Yale, the security of your home is very important to us. For this reason, during signup you'll go through a few extra steps that help to make your account as secure as possible (creating a strong password, verifying a unique phone number and a unique email address for each account), and to help users identify each other easily when sending and receiving invites (entering your first and last name, uploading a profile photo).

  • How do I Delete My Account?

    There is no need to contact our Support team if you choose to delete your Yale Home Account. Follow the steps outlined in this article to complete the process. 

    PLEASE NOTE: If you are the only Owner of the Yale device(s), it is best to perform a factory reset on your device(s) and remove the power source(s) before you delete your account. If someone else in the household will be using your device, you can pass ownership to them from within the Yale App. This article provides directions to change a Guest to an Owner.

    If the device is a lock, complete the factory reset via Bluetooth as this deletes all of the lock info from Yale’s servers immediately. If you attempt to factory reset the lock outside of Bluetooth range, some lock logs will be retained, but this info is erased the next time the lock is set up.

    Once you have completed factory resets or passed ownership to another user, follow these steps to delete your Yale Home Account: 

    • Go to account.Yale.com and log in. 
    • If you use your email address to log in, a verification code will be sent to you email. 
    • If you use your phone number to log in, you will receive a verification code over SMS. 
    • Enter the verification code to complete log in. 
    • Select the “Delete Account” option from the menu on the left.

    If you would also like to remove the Yale Home App from your phone, follow steps for Android and iOS.

    More information about our Privacy Policy is available here.

  • What do I do if My Device Does Not Appear in the Yale Home App?

    If you are unable to find your device in the Yale App, this article provides troubleshooting steps and scenarios.

    First, go to your Keychain in the Yale Access App. If the house where the lock you are trying to find is associated with is listed in the keychain, select it.  If the house is empty, meaning there are no locks associated with it, select the menu in the upper left corner of the screen and then choose “Set up a Device”. If you do not see the house the lock is associated with in the keychain, there may be an issue with account configuration. The different user scenarios below should help:

    If you are the only Owner on the Lock

    If the device does not appear in the App and you are the only user on the account, you will need to perform a factory reset of all the devices on the account. Contact your regional Customer Support team for assistance.

    If you are a secondary Owner on the Lock

    Ask the main Owner to delete your account from the Guest List and then resend an invitation. Please ensure that the Owner uses the phone number associated with your Yale Account to resend the invite.

    If you are a Guest on the Lock

    If you are a guest on the lock, there are various reasons why the Lock isn't appearing:

    1. An Owner may have removed you from the lock. If you believe this was done in error, contact the Lock Owner to have them re-invite you.
    2. If the Owner did not remove you from the lock, there may be multiple accounts associated with your information. Ask the Owner to delete your invite and re-send. Verify that your phone number is the same as what is on your Yale Account.
    3. The phone number used to create the invitation may contain a typo. Ask the Lock Owner to delete the invitation and re-send it using the correct phone number.