Hi @DennisV,
Thank you for posting in the community. I'm sorry to hear that your Nest x Yale Lock has gone offline and is not recognizing passcodes. I understand how concerning this is, especially since you need to access your home. I'm happy to help.
Please confirm whether there were any issues with the alignment of the lock parts during setup. In the meantime, please review and follow the information below:
- If your Nest x Yale Lock fails to unlock via keypad, please do the following steps:
- Press firmly when you’re entering your passcode on the lock’s keypad. Use more pressure than you might use to tap something on a phone screen. If you’re wearing gloves, remove your gloves and press on the keypad barehanded.
- Make sure that the keypad screen is clean. If it's not, wipe with a clean and dry cloth.
- Check if Privacy Mode is on. If it is, the keypad is disabled so that no one can use a passcode to unlock your door. When someone tries to wake up the keypad, the lock will say, “Please try again at another time.” Find how to turn Privacy Mode off in How to use Privacy Mode on the Nest × Yale Lock.
- Check if they are outside their scheduled time. With the Nest × Yale Lock, you can specify certain times for someone to be able to open your door with a passcode. If they try to use their passcode when it’s not their scheduled time, the lock will say, “Please try again at another time.” Learn about home entry schedules and how to change them.
- If your Nest x Yale Lock fails to unlock via the Nest app, do the following steps:
- Tap and hold the large lock button until the blue ring disappears and it says Unlocking, which takes about one second. Then it will say Last unlocked by you.
- If your lock appears as Offline in the Nest app, you won’t be able to use the Nest app to lock or unlock it remotely. The Nest × Yale Lock only checks in with the network every few minutes. So if your lock isn’t responding when you use the Nest app, wait 30 minutes and see if it appears as Offline in the app. To help get a lock back online, go to Nest × Yale Lock disconnected or offline.
- If your lock detects that someone has physically tampered with it, its alarm will sound and a message will appear in the Nest app. While we don’t expect this to happen very often, you might not be able to unlock your door using the Nest app. Instead, you might need to use the thumb turn inside your home.
Please keep me posted. I'll be waiting for your response.
Regards,
Anders
