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User codes are not working on a door lock

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If a user code has been granted Lock Access, but it is not working at the lock itself:

Eliminate the possibility of Z-Wave range/communication issues
  1. Run a network rediscovery.
  2. If the issue is not resolved, add a repeater or move the current repeater to eliminate the possibility of a range/communication issue.

For more information about range and power source, see Z-Wave device is in malfunction or offline. 

Refresh the user code with the lock

Disable lock access for that code using the Alarm.com customer website to remove the code from the lock, then enable access again. For more information about this process, proceed to To disable and enable a lock user code using the Alarm.com customer website. 

Delete and relearn the lock

If those steps still did not resolve the issue, delete/re-enroll the lock and refresh the user code.

Factory reset

If the above steps did not resolve the issue, factory reset the lock and refresh the user code. 

Replace the lock

If all of the above steps failed, replace the lock or contact Alarm.com your technical support.

If a scheduled user code has been granted Lock Access, but it is not working during the scheduled time frames:

Verify that the user is attempting to access the lock during the time that is scheduled for access

Using the Alarm.com customer website, view the scheduled time frame in the user's User profile. In the following example image, the user code is only able to work at the lock itself between 8:00 AM and 10:00 AM every day of the week. 

Scheduled lock codes.PNG

Verify panel's cellular module signal strength for Schlage and Kwikset locks

For Schlage and Kwikset locks, scheduled user codes are added and removed based on the panel time. For these lock brands, verify that the panel's cellular module is receiving a good, consistent cellular connection, as new user codes cannot be confirmed until the panel is communicating.

Verify time is set properly

Verify that the customer's account has the proper time zone selected. For more information about adjusting the customer's time zone, see Change the time zone on a customer account. 

For Yale locks, the daily schedules are stored in the lock itself. To make sure that the time is properly synced between the lock and Alarm.com, send a panel time request.

Verify that the user code is working on a door lock without the schedule

Verify that the user code is working on a door lock without the schedule by saving the user code to apply At All Times. If the user code does not work properly when scheduled to work at all times, follow the steps in If a user code has been granted Lock Access, but it's not working at the lock itself. 

If a specific code is not working:

If a specific code is not working, it will need to be disabled and then re-enabled on the Alarm.com customer website and app.

Note: This will resend the user code access command to the lock. Allow time for the commands to be acknowledged and processed by the lock before attempting to use the code.

  1. Log in to the Alarm.com customer website.
  2. Click Users.
  3. Click the name of the affected user.
  4. Click Locks.
  5. Click the lock's toggle button to disable access.
  6. Click Save.
     
    Note: This will resend the user code access command to the lock. Allow time for the commands to be acknowledged and processed by the lock before attempting to use the code.
     
  7. Click the name of the same user again.
  8. Click Locks.
  9. In Locks, click the lock's toggle button to enable access.
  10. Click Save.
  11. If the lock access should be restricted to a specific schedule or to only be used temporarily:
    1. Click Time.
    2. Click to select either Restricted Schedule or Temporary Access. Restricted Schedule creates a weekly access schedule. Temporary access creates a non-repeating access date range.
    3. Select a timeframe using the available time/date options.
    4. Click Save.
  1. Log in to the Alarm.com app. 
  2. Tap Menu. 
  3. Tap Users.
  4. Tap the name of the affected user.
  5. Tap Locks.
  6. In Locks, tap the toggle switch to disable the user's access code for the selected lock.
  7. Tap Save.
  8. Tap the name of the same user again.
  9. Tap Locks.
  10. In Locks, tap the toggle switch to enable the user's access code for the selected lock.
  11. Tap Save. This resends the user code access command to the lock. Allow a few minutes for the commands to be acknowledged and processed by the lock before attempting to use the code.