I was re-keying my lock, but neither the old or new key now works.

It sounds like you may have accidentally misprogrammed the new cylinder. Please watch the below video for step-by-step instructions on how to recover that cylinder and rekey it to your new key. Video Recovering a Misprogrammed SmartKey Cylinder

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What steps should I take to ensure my scheduled access codes remain active after December 31st?

Issue Description: The temporary access codes scheduled to start before December 31st, 11:59 PM, and extending into 2025, require additional action to ensure uninterrupted access. Locks Affected: Halo Touchscreen, Halo KeyPad, Aura Impact Access codes that are scheduled to begin prior to December 31st, 11:59 PM and extend into 2025 will automatically expire on December 31st, 11:59 PM. Not Impacted Access codes set to "Never" Expire (Anytime Access codes). Access codes with "Repeat" option turned on (Recurring Access codes). Access codes which end (Expire) before December 31st, 11:59 PM or start on or after Jan 1st, 12:00 AM. Required User Action If an access code is scheduled to start before December 31st, 11:59 PM and has a duration into the 2025 new year, two unique codes must be created as follows: Access Code 1: that "Expires" on December 31st, 11:59 PM. Access Code 2: that "Starts" from January 1st, 12:00 AM. Figure below shows an example schedule: Dec 23, 2024, 3:20 PM to Jan 5, 2025, 5:30 PM. Support Our team is actively working on a firmware update to address this issue. Once available, you will receive a "Firmware Update Available" prompt in the app. We appreciate your understanding and continued trust as we work to resolve this matter promptly. For assistance, please contact our support team at https://www.kwikset.com/support/customer-service.

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How can I troubleshoot Bluetooth connectivity with my Smart Lock?

Halo Select – Bluetooth Pairing Instructions: Setting Up New Lock Tap the + icon in the top right corner of the Kwikset app to begin adding your new lock. Follow the installation and lock setup instructions until you reach the Bluetooth Pairing stage of lock setup. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Press and hold Pairing Button on the left side of the interior unit for 3 seconds. Release Pairing Button when the lock beeps and the Status LED flashes Blue. Follow the onscreen instructions to complete Bluetooth pairing. Pairing to Existing Lock Open the Kwikset app on the phone you would like to pair to the lock. Ensure the lock you would like to pair with is visible on the home screen of the Kwikset app. Note: If the lock is not visible, the lock owner or admin will need to grant you app access using your Kwikset account email before you can continue with Bluetooth pairing. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Bluetooth Pairing Available notification will appear on the home screen of the Kwikset app. Tap Start Pairing and follow the onscreen instructions to complete Bluetooth pairing. Repairing Existing Bluetooth Pairing Remove the lock manually from your phone’s Bluetooth settings if it appears in the list of paired devices. Follow the instructions above for Pairing to Existing Lock to re-pair your phone to the lock. Halo Touchscreen, Keypad or Touch – Bluetooth Pairing Instructions Setting Up New Lock Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Press and HOLD Button A for 3 seconds. Release Button A when the lock beeps and the Status LED flashes Blue. Tap Continue to finish pairing with your phone. Pairing to Existing Lock Open the Kwikset app on the phone you would like to pair to the lock. Ensure the lock you would like to pair with is visible on the home screen of the Kwikset app. Note: If the lock is not visible, the lock owner or admin will need to grant you app access using your Kwikset account email before you can continue with Bluetooth pairing. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Bluetooth Pairing Available notification will appear on the home screen of the Kwikset app. Tap Start Pairing and follow the onscreen instructions to complete Bluetooth pairing. Repairing Existing Bluetooth Pairing Perform a Network Reset to remove the existing Bluetooth pairing from the lock. Remove the lock manually from your phone’s Bluetooth settings if it appears in the list of paired devices. Follow the instructions above for Pairing to Existing Lock to re-pair your phone to the lock. Aura Bluetooth Pairing Instructions Setting Up New Lock Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Press and HOLD Button A for 3 seconds. Release Button A when the lock beeps and the Status LED flashes Blue. Tap Continue to finish pairing with your phone. Pairing to Existing Lock Open the Kwikset app on the phone you would like to pair to the lock. Ensure the lock you would like to pair with is visible on the home screen of the Kwikset app. Note: If the lock is not visible, the lock owner or admin will need to grant you app access using your Kwikset account email before you can continue with Bluetooth pairing. Move into Bluetooth range of the lock and ensure that Wi-Fi or cellular data is turned on with an active internet connection. Bluetooth Pairing Available notification will appear on the home screen of the Kwikset app. Tap Start Pairing and follow the onscreen instructions to complete Bluetooth pairing. Repairing Existing Bluetooth Pairing Perform a Network Reset to remove the existing Bluetooth pairing from the lock. Remove the lock manually from your phone’s Bluetooth settings if it appears in the list of paired devices. Follow the instructions above for Pairing to Existing Lock to re-pair your phone to the lock.

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What do the different status LED colors and the screen icons on Halo Select mean?

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How can I troubleshoot Matter connectivity on my Halo Select smart lock?

Halo Select requires a compatible smart home hub with Thread and Matter support. Please review the latest Matter requirements and features by visiting Kwikset.com/Matter Adding Halo Select to a Matter Smart Home Platform Ensure you have a compatible smart home hub for your preferred smart home platform. Visit Kwikset.com/Matter for hub requirements. Navigate to Lock Settings in the Kwikset app, then tap Matter Integration to begin the Matter Setup process. Follow the instructions in the Kwikset app to convert your lock to Matter connectivity. Once your lock has been successfully converted to Matter, your lock will enter Matter Pairing Mode and begin broadcasting using Thread. Note: Once your lock has been converted to Matter, Wi-Fi connectivity is turned off and the Kwikset app will only be able to communicate with the lock locally over Bluetooth Locate the Matter QR Code on your lock. Open your desired smart home platform app and scan the code to add the device. Matter Pairing Mode will end after 15 minutes of inactivity. If you have not added your lock to a smart home platform within 15 minutes, you can enter Matter Pairing Mode again by opening the Kwikset app and tapping Resume Setup. Additional Ecosystem Support Materials View Amazon Alexa Matter Information View Apple Home Matter Information View Google Home Matter Information View SmartThings Matter Information Adding Halo Select to Additional Matter Smart Home Platforms After initial setup with your preferred smart home platform, you can add your lock to additional platforms. Ensure you have a compatible smart home hub for the new platform. Visit Kwikset.com/Matter for hub requirements. Navigate to the smart home app used for initial Matter setup, then look for the 11-digit setup code in device settings. Note: This code is unique and can only be found within the smart home app. The Matter QR Code label on your lock is only used for initial platform setup. Open the app of the new platform to add your device and complete Matter setup using the 11-digit setup code. Additional Ecosystem Support Materials View Amazon Alexa Setup Code Generation Information View Apple Setup Code Generation Information View Google Home Setup Code Generation Information View SmartThings Setup Code Generation Information How do I convert my lock back to Wi-Fi? Convert your lock back to Wi-Fi by navigating to Lock Settings in the Kwikset app, tapping Matter Integration, and selecting Begin Wi-Fi Setup. Follow the instructions in the app to complete conversion back to Wi-Fi. What should I do if Matter setup fails? Convert your lock back to Wi-Fi by navigating to Lock Settings in the Kwikset app, tapping Matter Integration, and selecting Begin Wi-Fi Setup. Follow the instructions in the app to complete conversion back to Wi-Fi. Ensure the lock is not visible in the smart home platform you attempted to set up with. If the lock is visible, navigate to the settings for the lock within the smart home platform app and delete the device. Note: To fully delete your lock from Apple Home, you may need to perform an additional step. Navigate to your phone Settings, tap General, then tap Matter Accessories. Look for the lock in the list of Matter devices, tap the lock, and then tap Remove Accessory to completely delete the Matter Keychain from Apple Home. Retry Matter setup by navigating to the Kwikset app, navigating to Lock Setting and tapping Matter Integration to begin Matter setup again.

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How can I troubleshoot the Door Status feature on my Halo Select smart lock?

If Door Status is not performing as expected, try the below troubleshooting tips. If you are in need of a replacement magnet, please contact our Customer Support team: https://www.kwikset.com/support/customer-service Door Status Troubleshooting Tips: Ensure your magnet has been installed properly. Magnet installation instructions can be found in the Kwikset app by enabling Door Status in Lock Settings and following the calibration steps. Alternatively, you can reference the Installation Guide PDF for magnet installation instructions. If Door Status has already been enabled in Lock Settings, try disabling Door Status and re-enabling the feature to perform a recalibration. Check door alignment to ensure the door fully closes and the magnet is properly aligned with the lock sensor. Try power-cycling your lock by removing the battery pack and reinserting. If you have tried the above steps and are still experiencing issues, please contact Customer Support: https://www.kwikset.com/support/customer-service

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How does battery level affect the performance of my smart lock?

General Information: Low battery levels can significantly impact the functionality of the lock. Low battery levels could cause delayed responses or connectivity issues. Features such as Auto lock/unlock, Lock Activation, Lock Calibration, Firmware updates, and more, may not work properly if the lock is running on low battery There are three levels of low battery: Low Battery, Very Low Battery, and Critically Low Battery. It is recommended to replace the batteries as soon as the lock reaches the Low Battery level. When the Kwikset App’s main screen shows “Replace Batteries,” follow the battery replacement instructions. You can click “Learn More” on the dashboard for detailed steps. Lock Specific Information: Halo Select Model Specific Information: What are the visual low battery indicators on the Halo Select lock? At Very Low Battery and Critically Low Battery states, Touch Screen: Battery Icon displays solid Red Interior Status LED: Blinks Red What happens to Halo Select lock functionality during the Critically Low Battery state? During the Critically Low Battery state, the Halo Select Model optimizes battery usage by disabling power-consuming features to extend the lock’s functionality. Replace the batteries before reaching this stage to keep all features active. In Critically Low Battery state, the lock’s Wi-Fi will be disabled, which will turn off all remote functions. Ensure you replace the batteries promptly to avoid losing this functionality. While the lock is in Low Power mode, several actions may be unavailable, including the following: Remote Lock/Unlock One Touch Locking Lock Activation Latch Calibration Auto Lock Auto Unlock Firmware Update Door Status Enabling Door Status Calibration Wi-Fi recommissioning Kwikset to Matter Conversion Matter to Kwikset Conversion Halo Touchscreen Specific Information: What are the visual low battery indicators on the Halo Touchscreen lock? Touch Screen: Checkmark and lock symbols flash simultaneously five times, accompanied by 5 beeps* Interior Status LED: Blinks Red *Note: The beeping sound will only occur if the Lock Sound setting in the app has not been disabled. Halo Keypad Specific Information: What are the visual low battery indicators on the Halo Keypad lock? Keypad: Flashes red with fast beeping sound* for 3 to 4 seconds. Interior Status LED: Blinks Red *Note: The beeping sound will only occur if the Lock Sound setting in the app has not been disabled. Halo Touch Model Specific Information: What are the visual low battery indicators on the Halo Touch lock? Exterior LED: All LEDs Blinks red Interior Status LED: Blinks Red Aura Model Specific Information: What are the visual low battery indicators on the Aura lock? Keypad: Flashes red with fast beeping sound* for 3 to 4 seconds. Interior Status LED: Blinks Red *Note: The beeping sound will only occur if the Lock Sound setting in the app has not been disabled. For more details on how to replace the batteries, and how to improve the battery life, visit the related FAQ page(s): https://www.kwikset.com/support/answers/how-can-i-extend-the-battery-life-of-my-smart-lock

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My Auto-Lock by Distance (Geofencing) does not work as expected on my smart lock. How can I fix this?

Instructions for Halo Lock models Auto-Lock by Distance: Enable Auto-Lock by Distance to automatically lock the door whenever you leave your home neighborhood. Auto-Lock by Distance utilizes your phone location to lock the door when you travel at least 250ft* from your home (home neighborhood boundary). Each user in the home who wishes to use Auto-Lock by Distance must enable and configure the feature on their own phone. Supported Lock Models: This feature is available in all Halo lock models and can be enabled in the Lock Settings in the Kwikset App. Not supported in Aura Important Notes: Environmental conditions and other factors impact feature reliability and the distance of the lock trigger. Auto-Unlock requires Precise location to be enabled always for the feature to work Auto-Lock depends on phone connectivity and GPS accuracy. User must remain logged into the app for the feature to function (user can close the App, but should not log out). The phone used to set up Auto-Lock is the one the app tracks for Geofencing. The lock will automatically lock only when this phone moves at least 250 feet away from the home. Recommended Usage: Use Auto-Lock as an additional layer of security; use it as a backup in case you forget to lock the door by other means. Please note, Auto-Lock will only activate after you've moved more than 250 feet away from your home. Common challenges and resolution steps: I cannot find the Auto-Lock by Distance (Geofencing) in my Kwikset App Auto-Lock by Distance (Geofencing) is supported in all Halo Lock models. But not supported in Aura lock. Make sure you have the latest app version and firmware version. Auto-Lock by Distance is available in App version 2.4 and later. Check out the following FAQ pages, for details on app update https://www.kwikset.com/smart-locks/app/app-faqs If you have a Halo Lock and the correct App version, open the Kwikset App and click on the Lock Settings icon on the Lock Dashboard. Auto-Lock by Distance feature is available as an option within the Auto-Lock feature. Auto Lock feature don’t work for me Ensure that Auto-Lock by Distance is enabled in the Lock Settings. Follow the steps and complete the setup. If there are multiple Halo locks in the home, the feature will need to be enabled for each lock individually in the respective Lock Settings. Auto-Lock by Distance relies on a specific phone's location. Each user in the home who wishes to use Auto-Lock by Distance must enable and configure the feature on their own phone through Kwikset App. Check Network Connectivity – Phone and Lock: A stable internet connection is required both on your phone and the lock for Auto-Lock by Distance to work. Check out this FAQ for additional Wi-Fi Troubleshooting tips: https://www.kwikset.com/support/answers/how-can-i-troubleshoot-the-wi-fi-connection-of-my-halo-smart-lock Check Battery Status – Phone and Lock: Low battery in general affects the overall performance of the lock; make sure the lock is not at low battery level. If the Main screen of the Kwikset App shows low battery, follow the battery replacement instructions, and replace the battery. Check out this Battery Performance FAQ for additional information: https://www.kwikset.com/support/answers/how-can-i-extend-the-battery-life-of-my-smart-lock Understand Auto-Lock by Distance’s Accuracy Factors: Environmental conditions and other factors impact feature reliability and the distance of the lock trigger. Auto-Lock by Distance depends on phone connectivity, mobile data/Wi-Fi strength and GPS accuracy. User must remain logged into the app for the feature to function (user can close the App, but not logged out) Wi-Fi network restrictions from public or shared Wi-Fi networks such as an office or hotel may affect accuracy, try connecting to mobile data instead. Auto-Lock is working but not triggering correctly when I reach home neighborhood Ensure the home boundary was correctly set during your initial setup (Step 3 in your auto-Lock setup). Go to the Auto-Lock settings page and use the "Edit Boundary" option to check and adjust. While setting or editing home boundary, stay close to your lock with your phone so the App captures the lock’s location on the map correctly. This step is crucial for capturing the lock's location correctly. As an additional verification step, check if your home address is captured correctly. Save the changes. Auto-Lock stops working after some time Ensure that location services are enabled and kept enabled on your phone. During the initial setup, when prompted for location permission, ensure, Location Services is set to Always and the Precise Location is turned on in your phone settings. If the location service is turned off or modified later after the setup, Auto-Lock by Distance will not function. Make sure, no change is made to the home boundary in the Auto-Lock settings I am not getting Auto-Lock by Distance Notifications on my Kwikset App, or the Notifications are delayed Check if you have turned on notifications for Kwikset App. To receive push notifications related to Auto-Lock by Distance, ensure that Wi-Fi or mobile data is enabled on your phone. Power saving features on your phone could affect the timing of notifications. If you experience delays or don't see notifications when the phone is locked, try turning off the Power saving feature. Wi-Fi network restrictions from public or shared Wi-Fi networks such as an office or hotel may affect accuracy, try connecting to mobile data instead. If you are traveling, the strength of the cellular signal along your route may affect the timing of notification delivery. Additional Tips: If the issue seems to be beyond Auto-Lock try to Restart the Kwikset App Restart the Phone Related Features: Check out the Auto-Lock by Duration option in Lock Settings. When enabled, the door will automatically lock after a chosen time delay (ranging from 30 seconds to 10 minutes). We recommend, using Auto-Unlock by Distance paired with Auto-Lock by Duration, thus adding additional security. Check out the Auto-Unlock by Distance option in Lock Settings. Auto-Lock By Distance - FAQ Contact Support: If you have followed the steps above and are still experiencing issues, please contact our Customer Support team. https://www.kwikset.com/support/customer-service

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