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FAQs

What does selecting your Primary Home do?

Resolution: Your Primary HomeKit home, is the home that your app will default to when opening the app, and is the home Siri defaults to if you do not specify a home. You can change which home is your pr...:

Why should I update the Firmware in my lock?

Resolution: Firmware updates provide new features and enhancements to your Schlage Sense lock that make it even easier to keep your home safe. A firmware update will take approximately 15 minutes to complete, ...:

I add a HomeKit user, but nothing happens / I receive the error "Failed to Add User Operation Timed Out".

Resolution: Make sure the recipient email address is correct. Make sure the recipient is ready to accept the HomeKit invitation on his/her iOS device that is logged into the iCloud account given. Sign out of y...:

Only one iOS device will connect to my lock. What should I do?

Resolution: The lock can only connect to one iOS device at a time. If another iOS device is connected to the lock, all other iOS devices will not be able to connect. If no other iOS device is present and you...:

Why can’t I reuse a Lock name?

Resolution: If you are receiving an error when naming your lock, try restarting your iOS device, then completing the Add Lock process once again.:

The app continues to say “searching for lock” and all the icons are grayed out and unresponsive?

Resolution: In order to modify lock settings, access codes and view logged events, you must be within range of the lock, typically 40 ft or closer.:

I am in range of my lock, but the app does not appear to interact with the lock correctly. What should I do?

Resolution: First, ensure the Bluetooth of your iOS device is turned on. Second, ensure batteries are working properly in your lock by unplugging the battery pack and reconnecting the battery pack. If t...:

I receive the error “iCloud data sync in progress.” What do I do?

Resolution: If you receive the message “iCloud data sync in progress”, you may need to check that your iOS device is connected to the internet. Sign out of iCloud and sign back into iCloud. Swit...:

Getting message “Adding Failed, Could not connect to accessory” for BE479 Sense

Resolution: First, perform a Factory Default Reset Next, close the app, turn off Bluetooth (swipe up from the bottom of the screen, tap the Bluetooth icon). Turn Bluetooth back on. Reop...:

I received the message “Security Failure” when trying to set up my Schlage Sense Smart Deadbolt.

Resolution: First, perform a Factory Default Reset. Next, close the app, turn off Bluetooth (swipe up from the bottom of the screen, tap the Bluetooth icon). Turn Bluetooth back on. Reopen the app. Atte...: