Yale Keypad Not Working

[jgjbanker]

My Yale Nest Lock is working fine with the app, but the keypad is unnresponsive. I can't one-touch lock with the Yale button or use the numbers to enter a code. The screen does light up when I use the app to lock it, but it doesn't respond to touch. This makes it unusable except with the app.

[janthadeus]

Hi jgjbanker,

Thanks for reaching out! I'm sorry for the trouble and for the delayed response. Let's get this sorted — a few questions: is your lock's privacy mode on in the Nest app?  What's the status light of your keypad? Also, are the batteries fresh?

Going over the steps here might help:

1. Press firmly when you’re entering your pass code 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.
2. Make sure that the keypad screen is clean. If it's not, wipe with a clean and dry cloth.
3. Check if Privacy Mode is on. If it is, the keypad is disabled so that no one can use a pass code to unlock your door. When someone tries to wake up the keypad, the lock will say, “Please try again.” Find how to turn Privacy Mode off in How to use Privacy Mode on the Nest × Yale Lock.

Let me know how it works.

Thanks,

JT

[janthadeus]

Hi jgjbanker,

It's me again. I want to make sure you're all good — how did the steps go?
 

Best,

JT

[janthadeus]

Hi there,

It's me again. Just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

JT