Frequently asked questions

Digital Door Viewer

Can I view the video feed from my LOOK at any time?

You can view a live video feed from your LOOK up to 60 seconds after a doorbell press or motion event.
Where will I see notifications when someone rings the doorbell?

When someone presses the doorbell on your LOOK, you will hear a doorbell chime from the device. You will also get a notification on your smartphone through the LOOK app. You can disable notifications to your phone within the app if you desire.
Can more than one person talk to a visitor at once?
LOOK only supports one live two-way communication session at a time. If a second user attempts to answer a doorbell they will get a notification explaining that the LOOK is already in use.
Can the visitor at my door see me during two way communication?

No, you can see and hear your visitor via the app, but the visitor will only be able to hear you.
Can I store more images if I use a bigger micro SD card?

LOOK stores 5,000 images on the SD card, increasing the size of the card does not increase this limit. Please note the microSD card is required for operation and is provided with your LOOK.
Is LOOK built to withstand outdoor conditions?

The LOOK camera is designed to be fully exposed to rain and dust. The camera is designed to work in temperatures as low as -20 C or -30F. The monitor is designed for temperatures above freezing.
What type of battery does the LOOK use?

LOOK comes with a rechargeable battery pack. The battery can be recharged while installed in the device or when removed using the provided micro USB cable and a standard 1 amp USB charger from your smartphone or other smart devices.
How long will my battery typically last?

The battery life you’ll experience with Look really depends very heavily on the settings you choose within the app as well as the traffic at your front door. For example, choosing to turn motion detection off, you’ll save quite a bit of battery life. If you choose to have photos taken rather than video, again you’ll save battery. Recharging the Look is very easy – Just pop out the rechargeable battery pack and connect to a power source via the micro USB cable that’s provided in the packaging.
How long does it take to recharge the Look battery?

Depending on your charger, the battery will take a few hours to recharge. Using a charger with less than 1amp output, such as some ports on a computer will cause the charging time to be longer. The battery LED will be green when completely charged.

Smart Locks & Digital Safes

What should I do if I lost one of the smart cards or touch keys in my smart lock?

If you lose a smart card or touch key, simply invalidate the lost card/ key by re-registering all the remaining keys. The lost key will automatically be disabled and cannot be used again.

How do I setup or change the password of my electronic lock?

The password setup for Yale Digital Lock varies with models. In general, there is a setup or reset key on the side of the interior part. For further information, please refer to the respective user manuals. Download the Instruction Guide for Yale Smart Lock.

What if the batteries go flat, can I still open the door?

You can either use the mechanical override key (if applicable to your model) to open the door or plug-in a 9V battery to the emergency power supply plate which locates outside the door to provide instant power to the electronic lock.

Why my door does not lock up automatically after closing?

Please check your lock mode setting.

By default, all smart locks are set to automatic locking mode which detects the door closing and automatically locks the door in a few seconds. However, if it is switch to manual locking, the door will not lock up automatically after closing.

To change the setting, simply open the cover of the battery compartment and press the automatic/ manual button to set your preference.

My safe is running out of power, how can I open it?

You can either use the mechanical override key (for applicable models only) or plug-in a 9V battery to the emergency power supply plate and open the digital safe.

For some models, the battery case locates outside the safe box and you can replace the batteries directly. Please check the respective Product Manual of your Yale Digital Safe.

I lost my safe's mechanical key, how can I get a new one?

You can get a replacement key in most cases, please contact your dealer for assistance.

I forgot my PIN code and lost the key, how can I open the safe?

Please contact your dealer for assistance.

How long is my guarantee?

The length of guarantee depends on the Yale product you have. It can be found on the back of the product packaging. 

It is a condition of this guarantee that your Yale product:

  • has been correctly installed and maintained in accordance with Yale's installation and maintenance instructions provided to you at the time of purchase.
  • has not been modified in any way.

This guarantee does not apply to mechanical faults caused wilfully or negligently, or to the surface finish of your Yale product. Defects caused by products being otherwise operated, maintained, repaired or altered improperly or contrary to our instructions are not covered by the guarantee.

Yale's only liability in respect of your Yale product failing to perform due to defective materials or designs is to provide a free replacement. Yale will not be held liable for any other losses incurred by you arising from your product failing whether such losses are direct or indirect or consequential.

For details, please seek advice from your local Yale sales office.

Mechanical Locks & General Product Cares

Can I install my own Yale lock?

Yale locks have been specially designed for ease of installation so that the average do-it-yourselfer can approach lock installation with ease.

When installing a handleset or an entry lockset and a deadbolt on the same door take the time to align the locks so that the deadbolt locks freely when the door is shut normally.

All Yale products come with detailed installation instructions.

NOTE: Doors with pre-drilled holes contribute to ease-of-installation. If a door is not pre-drilled, it may be prudent to have a qualified vendor or installer drill and mortise the door for you.

Can one key be used for all my entry doors?

In most instances, you can have all your locks keyed to operate on one key, so you do not need to carry a huge bunch of different keys!  A locksmith, the installer, or the dealer from whom you purchase your lock will be able to advise you on this.

How do I determine the handing of a door?

The handing of a door is always determined by facing the exterior of a door.

  • If the hinge is on the left side of the door, the door is left handed (LH).
  • If the hinge is on the right side of the door, the door is right handed (RH).

When ordering a handed product, specify LH or RH. Not all products are handed; only specify handing when required.

How long is my guarantee?

The length of guarantee depends on the Yale product you have. It can be found on the back of the product packaging. 

It is a condition of this guarantee that your Yale product:

  • has been correctly installed and maintained in accordance with Yale's installation and maintenance instructions provided to you at the time of purchase.
  • has not been modified in any way.

This guarantee does not apply to mechanical faults caused wilfully or negligently, or to the surface finish of your Yale product. Defects caused by products being otherwise operated, maintained, repaired or altered improperly or contrary to our instructions are not covered by the guarantee.

Yale's only liability in respect of your Yale product failing to perform due to defective materials or designs is to provide a free replacement. Yale will not be held liable for any other losses incurred by you arising from your product failing whether such losses are direct or indirect or consequential.

For details, please seek advice from your local Yale sales office.

What can I use to clean my Yale lock?

Do not use solvents or abrasive cleaners on any components as this will destroy the protective clearcoat finish and void the guarantee.
 
Please use a water dampened, soft cloth to remove fingerprints.

A mild soap solution applied with a soft cloth will remove oil or accumulated dirt build-up.

Note: Avoid products that state on the label that they remove tarnish and rust or that they contain acids or caustic agents.

What do I need to make a claim?

Please keep your guarantee and proof of purchase (official receipt) safe. Proof of purchase must be submitted when making a claim under this guarantee (and guarantee period).

Please check guarantee details, terms and conditions with the Customer Services in your local Yale sales office.

What should I do if I find a set of keys to operate my entrance door are missing?

You should ask the locksmith to  re-keys the locks.

Never simply try to cut additional keys as you do not know who holds the keys that can open your door.

What tools will I need to install a Yale lock?

Most locks require a good quality screwdriver for installation.

A handleset will require a drill and drill bit in addition to the screwdriver.

Please refer to the Installation Guide supplied with the lockset to make sure you have all the necessary tools.