Here are answers to our Customer Service team's most frequently asked questions. We're here for you no matter what - so if you need advice on a product, feel free to contact us on Twitter, Facebook or the helpline: 01902 364606
No voice or tones can be heard from my keyfree.
Please refer to the silent mode section of the user manual on page 18 and disable the silent mode.
There is no power to my unit.
Please try changing the batteries, making sure that the orientation of the batteries matches the diagram on the back of the battery case. Please make sure to use high quality AA batteries as low quality batteries can be slightly smaller which causes the power to fail.
I'm unable to lock the door from outside. The handle seems to rotates without engaging.
- Relock time is too short. With the door open, push the inside handle down. Lift the outside handle to throw the lock. If the lock throws and the hooks are seen then the locking time has expired. Refer to User Guide page 16 ‘Changing the Locking Time’ and increase the relock time period.
- The spindle is not installed properly. With the door open, push the inside handle down. Lift the outside handle to throw the lock. If the lock does not throw and the hooks are not seen but a whirling sound is heard then the spindle has been fitted incorrectly. Refer to Installation Guide page 2 section 3 ‘Fitting the Spindle.’
I'm unable to open door using Pin or remote control. The unit makes a whirring noise.
The spindle may not be installed properly. Open the emergency cover and open the lock using the back up key. Remove key free and check the spindle has been correctly installed. Refer to Installation Guide page 2, section 3 ‘Fitting the Spindle’
The handle is hard to lift when the door is closed but the lock operates freely when the door is open.
The door set up is incorrectly. Please contact the installer.
My lock repeats the welcome message, ’Welcome to Yale Digital World.
’The batteries may be loose. Remove the battery cover and remove all batteries. Re fit the batteries ensuring that the top right battery is fully in contact with the spring connector. Please make sure to use high quality AA batteries as low quality batteries can be slightly smaller which causes the power to fail.
The back up key will not work.
Cylinder screw has been over tightened. Please loosen the cylinder fixing screw.
The button on the inside handle labelled ‘press’ is difficult to operate.
The handle is being pressed down before the button is pressed. Press the button directly towards the door with no pressure applied to the handle. Once the button is pressed move the handle down. Once the handle starts to move the button can be released.