Wyze Palm Lock Palmprint Troubleshooting

Problem

Your Wyze Palm Lock fails to unlock using your palmprint or the palmprint recognition is unreliable, inaccurate, or unable to be set up. 

Troubleshooting

1. Confirm that the 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 If you find that your Wyze app is out of date, head over to your mobile device’s app store and update the Wyze app.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. If possible, check that Wyze Palm Lock’s firmware is up to date.  
   1. You can check this by going to the Account tab > Firmware Update.  
   2. If there is an update available for the lock, please move forward with updating it.
3. Make sure there is no debris on the palm reader.
   • Gently wipe it with a soft, dry cloth.
4. Ensure there is nothing blocking the hand being scanned, such as:
   • Excess oil, water, or debris on the hand.
   • Gloves, paint, or large jewelry/accessories.
   • Any items being held, such as keys.
   • Any stickers or labels that came on the device.
5. Verify that the lock is awake before scanning.
   1. Tap the keypad display to ensure it is awake.
   2. The keypad will light up when awake, and a palm icon will appear pulsing when ready to scan.
   3. If it does not turn on after tapping, refer to My Wyze Palm Lock won't turn on.
   4. Note: By default, the lock will auto-wake when a person is 3-5 feet away. If it does not auto-wake, check whether the device is using a battery-saving mode by going to the lock’s settings > Battery Management.
6. Make sure the hand being scanned is positioned properly during the scan.
   • Place the hand between 3-7 inches away from the palm reader (the palm icon).
   • Do not tilt the palm (up to 20 degrees is acceptable).
   • Keep the hand steady.
7. Check the number of times the scan was unsuccessful.
   • Failed Entry Lockout is enabled by default and if the scan fails 5 times in a row, the palm scan functionality will be disabled for 5 minutes.
     • If the lockout period is active, use an alternate access method (key, code, app, etc.) or wait until the lockout period is over.
     • This feature can be disabled by going to the lock’s settings > Failed Entry Lockout.
8. Remove the palmprints associated with the user profile and create new ones.
   1. In the lock’s settings, tap Access and Sharing.
   2. Select the correct user profile.
   3. Tap the trash icon next to existing palmprints, then follow the in-app instructions to create new ones.
9. For shared users, reach out to the account/device owner to verify your permission level.
   1. Shared user access can be set to Always, Recurring, or Custom.
10. Restart Wyze Palm Lock.  
    1. Navigate to the device’s settings > Restart Device > Restart.
11. 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.