My Wyze Palm Lock won't turn on.

Problem

Your Wyze Palm Lock’s display is not lighting up, or the device is not powering on. 

Troubleshooting

1. Make sure that both battery packs are fully charged.
   1. For the main battery:
      • If the battery pack is charging, there should be one green status light.
      • If the battery pack is fully charged, both status lights should be solid green.
      • If the main battery pack is not charging, refer to My Wyze Palm Lock won’t charge.
   2. For the backup battery: It arrives with a charge, usually between 50-70%. It cannot be charged separately on its own. Once installed into the lock, the main battery will automatically charge the backup battery.
   3. Note: We recommend having both batteries installed in the lock for optimal performance.
2. Ensure that both battery packs are inserted correctly into the lock.
   1. Remove the cover on the interior assembly by pressing in and up on the top portion of the interior assembly.
   2. For the main battery: Locate the arrow on the battery pack and point it down toward the thumb latch, then gently push the battery into the compartment until it clicks into place.
   3. For the backup battery: Locate the Top label on the battery and ensure it is pointing away from the thumb latch, then gently slide the battery into the compartment until it clicks into place.
      • Note: Do not angle the battery while inserting it.  
3. Tap the keypad display to check if it lights up.
4. Ensure the exterior assembly’s cable is inserted correctly into the interior assembly.
   • The cable should be routed underneath the deadbolt.
   • The red dot on the cable should be facing up, aligning with the red dot on the interior assembly.
5. If possible, try to power on the lock using the emergency power method.
   • On the bottom of the external assembly, insert a USB-C cable securely into the emergency power port.
   • Attach the USB-C cable to a power bank or other power source.
   • Check if the keypad display lights up.
6. Power cycle Wyze Palm Lock.
   1. Remove the main battery pack completely for 10 seconds, then place it back into the lock, ensuring it is seated firmly.
7. Factory reset Wyze Palm Lock.
   1. Remove the cover on the interior assembly by pressing in and up on the top portion of the interior assembly.
   2. Press and hold the reset button for 8 seconds until the status light begins pulsing red.
   3. Once the status light starts pulsing red, set up the lock as new.