Wyze Palm Lock Access Code Troubleshooting

Problem

Wyze Palm Lock does not unlock with your access code, or you can’t set up your access code. 

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 If you find that your Wyze app is out of date, head over to your mobile device’s app store and update the Wyze app.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 keypad display.
   • Gently wipe it with a soft, dry cloth.
4. Ensure there is nothing interfering with the keypad while the code is being entered, such as:
   • Excess oil, water, or debris on the fingers.
   • Gloves, paint, or large jewelry/accessories.
   • Any items being held, such as keys, that may be hitting the display.
   • Any stickers or labels that came on the device.
5. Check that enough pressure is being applied to the keypad display.
   • The keypad relies on pressure to activate, so dry skin or gloves should not impact the use of the keypad.  
6. Verify that the lock is awake before attempting to enter the code.
   1. Tap the keypad display to ensure it is awake.
      • The keypad will light up when awake.
      • If it does not turn on after tapping, refer to My Wyze Palm Lock won’t turn on.
   2. 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.
7. Check if there is a sound after each press on the keypad.
   • By default, the lock will emit a beep sound when the keypad is pressed. This can be disabled by going to the lock’s settings > Volume.
8. Check the number of times the code was unsuccessful.
   • Failed Entry Lockout is enabled by default, and if an incorrect code is entered 5 times in a row, the access code functionality will be disabled for 5 minutes.
     • If the lockout period is active, use an alternate access method (key, palm, 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.
9. Reset the access code associated with the user profile.
   1. In the lock’s settings, tap Access and Sharing.
   2. Select the correct user profile.
   3. Next to Access Code, tap Reset, then follow the in-app instructions to create a new one.
      • The code must be 4-8 digits long.
      • It must include at least two unique numbers. (For example, 5555 will not be accepted.)
      • It cannot contain consecutive sequences, e.g., 1234.
      • Once created, the code will not be visible in the app but can be reset at any time.
10. For shared users, reach out to the account/device owner to verify your permission level.
    • Shared user access can be set to Always, Recurring, or Custom.
11. Check if the code being used is a One-Time Code.
    1. This can be checked in the lock’s settings > One-Time Code.
    2. This code can only be used once before the expiration date.
    3. The expiration date is set to 4 hours after the code’s creation, but can be set to a custom date.
    4. Note: This code can only be managed or seen in the app by the device/account owner.
12. Restart Wyze Palm Lock.  
    1. Navigate to the device’s settings > Restart Device > Restart.
13. 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.