Lock Not Responding in Schlage Home App, But Keypad Still Works

If your lock isn't responding to commands from the Schlage Home app but can still be operated via the keypad, this likely indicates that the lock or your phone is not properly communicating with the Schlage cloud. Fortunately, there are several solutions to restore app functionality.

If you're seeing an "Unreachable Error" or see a grey triangle in the app, please click here for further guidance.

To start:

• Completely close the Schlage Home app and then relaunch the app.

If this doesn't resolve the communication issue, the next step is to perform a soft reset on the lock.

Perform a Soft Reset:

• This simple action can resolve minor connectivity issues and will fix any potential Firmware bugs. 

1. Retract the Bolt.
2. Remove the Battery Cover.
3. Remove the Battery Tray.
4. Keep the battery tray removed for 10 seconds. 
5. Reinsert the battery tray back into the compartment, ensuring it is securely seated and connected.
   
6. Extend the bolt to the "locked" position.
7. Retract it back to the "unlocked" position. 
8. If your lock is paired to the Schlage Home app or any other 3rd party app logout from the app and then log back in; the lock's data is stored in the cloud and will not be lost.

If performing a soft reset does not resolve the issue:

• The next step is to perform a factory reset on the lock. A factory reset restores the lock to its original settings, erasing all user codes, custom settings, and its connection to the Schlage Home app.
• After completing the factory reset, you will need to delete the lock from the Schlage Home app.
• Once the lock has been removed, you can re-pair it with the app.

If none of these troubleshooting steps resolve the issue, we recommend submitting a ticket for further assistance.

Please click here to submit your request. When submitting the ticket, include a detailed description of the problem and list all the troubleshooting steps you’ve already performed. This information will help our support team diagnose the issue more efficiently. A representative will reach out to you shortly to provide further guidance

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