Temporary Codes emailed to a user will not open door.

[goalie3079]

We have a permanent passcode that works with the Nest/Yale lock.  However, any temporary code sent to a user for a period of time will NOT allow the user to enter.  I am able to remotely open and close the lock.  Has anyone had this problem occur, and have a permanent solution.  We may not always be available when a temporary code doesn't work and the user calls us.  Do we need to replace the entire lock/Nest Connect system?  Thanks for any help provided.

[Darnelles]

We have 4 properties with Nest locks and all of them have issues with the temporary codes.  We had no issues for the first 2 years and now ever since last year, they are completely unreliable.  It’s like the code doesn’t actually get sent to the lock right away, but will eventually.  If I create the code a couple days in advance, it is usually reliable.  If I create it the day of, almost never works.  Sometimes it will show in History as ‘Incorrect Code was used’, but other times it doesn’t even register that the person tried.  I have seen posts in this forum suggesting others have the same issue.  Google/Nest doesn’t seem to care.  I had it happen again today and had to manually unlock the door for someone.  It’s basically the last straw to changing to a better lock.  There are some that allow automatic lock codes to generate and I didn’t want to spend the money, but I’m tired of it never being reliable.  

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue?

Best Regards, 

Brad.

[Darnelles]

Yes - it seems like people post about this problem all the time and the threads just get closed.  There is a massive issue with temporary codes.  They do not work consistently.  They sometimes do not work at all or don’t start at the time specified.  Please resolve this issue.  I have heard about this on multiple forums.

[Brad]

@Darnelles

I suggest that you reach out to Yale support for further assistance.

Best regards,

Brad.

[Darnelles]

Does Yale support the Nest app that programs the temporary codes?

[dsuarez2011]

I am having the same problem.  Nest Yale lock is not keeping the codes being added,  Sometimes the code works a couple of times and sometimes it doesn't work at all.  But even when it works, it then stops working.  The history of the codes usage is also not appearing on the Nest app. Furthermore, the app is not reflecting the correct status of the lock - it will show as "unlocked" even though the door is locked.  If you hit the "lock" button from the Nest app, the door does not lock.  You call Nest Yale support and you do a soft restart (pull 1 battery out and press button) and it fixed the problem for a few hours and the problem come right back.  Replaced all the batteries and did a soft restart, same thing.   How about Google looking into the problem and try to resolve the issue? My next step is to change away from Nest and move to another brand.  

[Brad]

@Darnelles

I honestly don't know for sure. I assume that probably isn't an option, but I suppose it wouldn't hurt to check.

Best regards,

Brad.

[Darnelles]

I don’t understand why we would be sent over to Yale to solve this problem that is obviously with the Nest app and integration.  It feels like customers with this issue are just being trailed along hoping we stop asking.  I have seen many people report this issue.  Please tell us how it is being addressed and what priority it is in your development team’s backlog.  As customers, we deserve to know if this issue is being addressed and if not, we can move on to another product that we can rely on.

[Brad]

@Darnelles

I understand this is still an issue, but as I stated we do not have a solution to this issue at this time. I just wanted to jump in real fast and thank you for your feedback. To help yourself, please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app

• At the top right, tap your account.
• Tap Feedback 

• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best regards,

Brad.

[Brad]

Hi there,

Just checking in to see if you still need assistance with this issue.  We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 

Best regards,

Brad

[Brad]

Hey Folks.

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best Regards,

Brad.