What do I do if my device does not appear in the Yale Access App?
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 within the keychain, there may be an issue with the 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 Yale Access 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 our Customer Support team (firstname.lastname@example.org) and they will assist you.
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 Access 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:
- 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.
- 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 Access Account.
- 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.