Inconsistent acceptance of new passcodes

[Aph127]

For the past few months we have had issues with our Nest x Yale locks at two rentals; we’ve had the locks for years and no change to our internet setup. For the last few months when a new guest initially tries to get in the passcode is not accepted despite being setup >24 hrs in advance and showing in the app. We have to unlock the door for them and give them a backup code we maintain. 

troubleshooting we have done:

we have verified the lock time zone and the schedule for the passcode align - the passcode was operational when it was entered. 
We have verified the correct code was entered in the correct manner. 

As this doesn’t happen with every guest and is across two properties we aren’t sure how to address it and welcome input. Thanks!

[Brad]

Hi there,

Sorry to hear you're experiencing this, I would love to look into this further for you. If you haven't already, you can learn here how to factory reset your Yale lock, which may help to reset issues it may be having. Please let me know if you need further assistance.

Best regards,

Brad

[aatienza]

Hey Aph127,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

Thanks,

Archie

[Aph127]

I am not local to the device so haven’t been back to be able to try this. Thanks for checking and I will be in touch after trying this. It may be some time since the issue is inconsistent, working some but not all of the time. Thanks. 

[janthadeus]

Hey folks,

Gotcha, thanks for letting us know. Keep us posted.

I appreciate the help here, Brad and Archie. 

Thanks,

JT

[janthadeus]

Hey Aph127,

How's it going? Still need our help?

Regards,

JT

[janthadeus]

Hi there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT