If you move into a new development or someone has gifted you a lock (specifically one of our smart locks) you may be excited to set that lock up immediately. If you are unable to find the lock to pair with, it may be because the previous owner had it paired with an alternate Schlage home account or Smart home system. The lock will not allow itself to pair again until the old pairing is removed first.
Good rule of thumb is to always do a factory reset on the lock when you get it to ensure it is ready to be integrated and you experience no issues upon setup. Some locks may need to be excluded from a smart home system as well.
For the steps on how to factory reset your lock click here.
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