Frequently asked questions

To install and use the Yale Connect app, you need:

• A smartphone or tablet with a compatible operating system (Android or iOS).
• A 2.4 GHz Wi-Fi network with internet access and no restrictions or proxies.

You can download the app from Google Play (Android) or the App Store (iOS).

Important: The app is only available for download in Latin American countries. Make sure your store account (iOS or Android) is set to the correct region.

Yes. You can log in to the web login from the top menu of the website, using your email and password. From there, you can manage your account and control devices.

Please note that new devices can only be registered from the mobile app.

The Yale Connect interface is designed for residential use and allows you to:

• Manage up to 16 hubs.
• Link up to 16 locks per hub.
• Register up to 31 guest codes.
• View up to 8 cameras per home.

In case of loss or theft, we recommend that you change your password as soon as possible from the web login. This way, any attempt to log in to your account from another device will require your new login details.

From the app login, go to ‘Forgot your password?’ and follow the steps.
You will receive an email with a new password to access your account.

It is a security code that protects access to the app from your mobile phone.

To activate it:

• Go to Menu > Profile > Security.
• Activate ‘Use PIN to unlock the app’ and create your code.

If your mobile device does not have access validation, this feature increases security. 

From the app login, go to ‘Forgot your PIN?’. The app will ask you to enter your username and password again. You can then set a new unlock PIN in the Security section.

Your account can only be deleted from Menu / Profile / Security > Delete account.

If you decide to delete your account from the app, please note that:

• All stored usage records will be deleted.
• Linked Hubs, if they have an internet connection, will revert to ‘Factory Mode’, and:
  • You will only be able to access the locks using the master code.
  • The locks will be unlinked from the Hub.
  • Guests will lose remote and local access.

The information will not be recoverable after the account is deleted.

You can recognise your Hub by its label, the colour of the rear pad or its communication type:

• Model 4970: It has a different design and is clearly identified on its label. It is first generation.
• Models 4971 to 4975: They have a grey rear pad. They use ZigBee and LPD433 communication.
• Model 4976: It has an orange pad. It uses optimised ZigBee.

Each light on the Hub indicates a different status (connection, pairing, errors, etc.).

• Status: Connect Mode
  Light: Flashes 🔵blue every 1 second.
  
  
• Status: Keep Alive
  Light: Flashes 🔵blue every 20 seconds.
  
  
• Status: No Internet connection
  Light: Steady 🔴red light.
  
  
• Status: Connectivity issues (internet or power grid)
  Light: Flashes 🔴red intermittently.
  
  
• Status: Firmware update
  Light: Unstable flashing 🟣purple light.

During an internet connection outage, you will not be able to control your devices remotely. When service is restored, the system will return to normal operation.

You must re-pair the Hub from the Yale Connect app.
Set the Hub to ‘Connect Mode’ and follow the setup steps from the app.

No. The Hub requires electrical power to function. If there is a power outage, it will show as ‘offline’. When power is restored, the Hub will automatically restart.

No settings will be lost.

It depends on the Hub model you have:

• Models 4970–4975: Support digital (ZigBee) and electromechanical (LPD433) locks.
• Model 4976: Only compatible with ZigBee digital locks.

It is a code that allows you to open linked digital locks locally.

You can configure or modify it from the app, in the ‘Home and devices’ section.

Important: It is not the same as the master code configured in the lock.