Wyze Lock Connectivity Troubleshooting

Problem

Your Wyze Lock is showing offline in the Wyze app, loads slowly, or disconnects frequently. 

Troubleshooting

1. Confirm your Wyze app is up to date.

   1. In your Wyze app, navigate to the Account tab > tap About.

   2. Your current app version will be listed beneath the Wyze logo.

   3. Compare your app version to the latest app version listed on our Release Notes & Firmware page.

   4. If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.

2. Ensure Wyze Lock and Wyze Lock Gateway are fully powered.

   1. Wyze Lock: Replace the lock's batteries with 4 new standard alkaline batteries.

   2. Wyze Lock Gateway: Check the status light and ensure it is solid green.

3. Check that your Wyze Lock and Wyze Lock Gateway firmware are up to date.

   1. You can check this by going to the Account tab > Firmware Update.

   2. If there is an update available for either device, please move forward with updating it.

4. Verify that Location Permissions are enabled for the Wyze app in your phone/tablet settings.

   1. Make sure that it is set to Always or While Using the App.

   2. For iOS users, make sure that Precise Location is turned on.

5. Ensure Wyze Lock and Wyze Lock Gateway have good signal strength.

   1. Wyze Lock: You can check this in the Wyze app by going to the lock’s home page and checking the Wi-Fi icon in the upper left.

   2. Wyze Lock Gateway: You can check this in the Wyze app by going to the gateway’s settings > Device Info > Signal Strength.

   3. If either device has 2 bars or less, try moving them closer to the router.

6. Power cycle your devices.

   1. Wyze Lock: Remove the faceplate and then the batteries. Wait 2 minutes, then reinsert the batteries.

   2. Wyze Lock Gateway: Unplug it from power for 5 minutes, then plug it back in.

7. Factory reset Wyze Lock, if possible.

   1. Open the Wyze app, select Wyze Lock, and ensure it is connected.

   2. Navigate to the lock’s settings and tap Delete Device.

      • Note: This is required before setting up the device as new because Wyze Locks are bound to the account used during setup. You can find more info here.

   3. You will hear a series of beeps that will confirm a successful reset.

   4. Set up the lock as a new device.