Cannot change the code setting for the lock

[WLWohler]

I am unable to change the code that was used to set up the lock. 

I have done factory resets and deleted all guest codes. 

I have changed the passcode using the dialog for the account owner, although it isn't possible to check since the existing code isn't shown. 

The old code does not work when I have reset the lock but have not yet connected it to the app. 

After connecting to the app, the old code then works again. 

I need to remove the old code for security. 

[JuanCH]

Hi  WLWohler, 

Thanks for reaching out to the community! I'm sorry the code that was used to set up the Nest × Yale Lock can't be changed. I appreciate all your efforts in trying to change it. I'm here to help! 

When you first install and set up your Google Nest × Yale Lock, you’ll be asked to create a Master Passcode on the lock itself. Once you connect your lock to the Nest app, you won’t need the Master Passcode anymore. You will only use passcodes that you’ve created with the Nest app. To delete the old passcode you'll need to factory reset your Nest × Yale Lock.

I understand you already performed a factory reset. I'd like to ask the following question: 

• How did you perform the factory reset? Here is a link for your reference to check the steps: Factory reset the Nest × Yale Lock

Please keep me posted.

Best regards,
Juan

[WLWohler]

My problem is that the code may be compromised and I need it to not work. 

To do the factory reset, I disassembled the lock and used the reset button, which worked. I actually did it several times testing different ideas on solving the problem. 

Doing the factory reset does disable the old master passcode. It does not work until I connect the lock to the app on my phone at which point the old master passcode works again. I have removed all the passcodes defined for the lock on the app so it isn't a passcode setting in the app. Connecting the lock to the app seems to be what allows the old master passcode to work. 

I'm currently running without a connection to the app on the phone, using the capabilities at the lock itself to set codes and set other settings that I need. The old master passcode isn't working because of that but I don't have access to the lock with my phone. 

Thanks, 

Wayne

[JuanCH]

Hi WLWohler, 

Thanks for following up and the information! It's definitely concerning when a security feature doesn't seem to be working as expected. Let's isolate the root of this inconvenience and ensure your lock is working as expected and securely. I'd like to know if the following steps have already been tried.

• On the Nest app home screen, tap Settings Nest settings icon.
• Tap Family & Guests family and guests icon.
• Tap You to change your own passcode.
• Tap Passcode.
• If you sign in with a Nest Account, you’ll enter your account password, minimize your phone’s keyboard, and press Continue.
• Enter a passcode you’ll remember between 4 to 8 digits long.
  Note: If another person is using this passcode, a notification will pop-up to prompt you to Choose a different passcode. Passcodes must be unique so you can see who locked and unlocked your lock in History app history icon.
• Learn more about Nest × Yale Lock History in the Nest app
• Tap Show passcode to view the passcode.
• Tap Save. If you sign in with a Google Account, you’ll receive an email that your passcode has been changed.

Please keep me posted.

Best regards,
Juan