Troubleshooting Issues with the Schlage Home App

Experiencing issues with the Schlage Home app? Thankfully, these issues can be easily resolved.

Step 1: Perform a Soft Reset

The first step we recommend is performing a soft reset on the lock. A soft reset will not affect any lock or app connection settings.

To perform a soft reset:

1. Manually unlock your deadbolt.
2. Disconnect the battery pack and leave it disconnected for 10 seconds.
3. Reconnect the battery pack.
4. Extend and then retract the bolt.

Once this is done, completely close the Schlage Home app on your phone and then relaunch the app. This will restore your lock's cloud settings and its communication with the app.

Step 2: Reinstall the Schlage Home App

If the issue persists, the next step is to uninstall and then reinstall the Schlage Home app.

 Please make sure to note your Schlage Home app login credentials before uninstalling the app.

Step 3: Perform a Factory Reset and Re-pair the Lock

If reinstalling the app does not resolve the issue, we recommend completing a factory reset and then re-pairing your lock with the app.

To delete the lock from the app:

1. Open the Schlage Home app.
2. Tap the menu button in the top left corner.
3. Go to "Manage Locks."
4. Delete the lock by swiping right on the lock or hitting the red circle to the left of the lock name.

To perform a factory reset:

For detailed instructions, please click here.

1. Remove the battery cover.

2. Press and hold the black circle reset button to the right of the thumb-turn on the inside of the lock. The LED will flash red. Keep holding the button until the LED stops flashing red (approximately 7 seconds).

   

3. The LED will light solid blue when the factory default reset is complete. It may take up to 10 seconds before it lights.

Your lock is now reset to factory defaults. If you are not confident that a factory reset was completed, you can enter one of the default user codes. If the factory reset was successful, you will see the bolt eject and retract from the edge of the door.

To pair the lock with the Schlage Home app:
For detailed instructions, please click here.

1. Tap the (+) icon located in the top right corner of the app's home screen.
2. Select your lock model from the list of compatible devices.
3. Scan the QR Code:
   • Locate the QR code on the back of your lock, typically found under the battery cover.
   • Use your phone's camera to scan the QR code. If you prefer a manual option, enter the 6-digit programming code provided in your lock's user guide.
4. Answer Installation Questions:
   • If your lock is not already installed, follow the provided installation steps.
   • If the lock is installed, select “Yes, lock is installed” to skip the installation instructions.
5. Pair the Lock:
   • Gently press and quickly release the inside pairing button on the lock when prompted by the app. Important: Do not hold down the button, as this will reset the lock. If the lock doesn’t flash blue with the first press, you can quickly press it again.
6. Connect to Wi-Fi:
   • Select a 2.4GHz Wi-Fi network (ensure your phone is connected to the same network).
   • Enter your Wi-Fi password into the Schlage Home app.
7. Complete the Pairing:
   • Follow the on-screen prompts to create a name for your lock and set up a new user code.
   • The app will guide you through the setup process and provide a "Quick Tour" of the app's features.

If none of these troubleshooting steps resolve your issue, please click here to contact customer support.