# Entry Code Fails to Unlock the Door

> This article provides help if you are having issues unlocking your Yale Assure Lock with Wi-Fi or Yale Smart Keypad. If you are unable to find your prod...

Source: https://support.shopyalehome.com/en_us/entry-code-fails-to-unlock-the-door-ryYfZxb1D

Last updated: 2021-04-22T19:28:24.156Z

This article provides help if you are having issues unlocking your Yale Assure Lock with Wi-Fi or Yale Smart Keypad. If you are unable to find your product in the Yale Access App, it may need to be put in Setup Mode. you may need to follow the set-up steps [here](https://support.shopyalehome.com/set-up-a-device-in-the-yale-access-app-H1e0Y81gP).

  

[Yale Smart Keypad troubleshooting](#) [Yale Assure Lock Troubleshooting](#)

## Yale Smart Keypad troubleshooting:

If the device fails to unlock after you have typed your code into the Yale Smart Keypad, pay attention to the number of buzzes. Functionality is built into the Smart Keypad to help diagnose potential issues.

If the keypad buzzes once after the code is entered and the device 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.

If the keypad buzzes twice after a code is entered and the device fails to unlock, this means the keypad is not communicating with the device. A reset should fix this issue.

Before attempting a reset, make sure that the device you're trying to unlock is showing in your Yale Access App, this ensures the issue is not a connection between device and phone. If you find that the issue is the device, try rebooting the device first. To reboot, remove one battery and replace it. Once you have rebooted, try the entry code again. If this does not work, the Smart Keypad must be reset.

We try to avoid resetting the Smart 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 Access App:

1.  Open the **Yale Access App** and go to **Keypad settings** (tap the gear icon in the bottom navigation menu)
2.  Select the option to **Disconnect the Keypad** (note: must be within Bluetooth range)
3.  Once you select the disconnect option, you will be sent a 4 digit code to physically reset the keypad
4.  Enter this code into the Keypad to reset the device.

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.

## Yale Assure Lock Troubleshooting:

If the door fails to unlock after you have typed your code into the lock's keypad, listen to see if the motor is moving on your lock. 

If the motor is moving but the door is not unlocking, you will need to re-hand your lock. Your lock can be re-handed by following the steps below: 

1.  Enter your master code into the keypad and press the gear icon
2.  Unlock your lock, with the thumbturn
3.  Press the 5 key, followed by the gear icon
4.  Press the gear icon again and wait for the handing to be completed. 
5.  Once handing is completed, lock your door again, and try to unlock it with your pin code

If the motor is not moving and the door is not unlocking, you will need to verify if the entry code you entered is valid:

1.   Open the Yale Access App
2.  Navigate to the Guest List Screen
3.  View entry codes assigned to owners and users
4.  If the code you entered is not listed, you can create a new entry code, by following the steps in [this article](https://support.shopyalehome.com/keypad-timed-access-codes-rkY0EsGdE), or you can use a valid entry code shown in the app.