Wyze Palm Lock Guest/Sharing Troubleshooting

Problem

Your Wyze Palm Lock will not allow you to create a guest profile or share it. 

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 If you find that your Wyze app is out of date, head over to your mobile device’s app store and update the Wyze app.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 that the sharing limitations have not been reached.
   • There is a limit of 50 total Access Codes.
   • There is a limit of 50 total Palm Prints.
4. Ensure that Bluetooth® is enabled for the Wyze app in the phone/tablet settings.
   1. Toggle Bluetooth® off/on.
5. Verify that Location Permissions are enabled for the Wyze app in the 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.
6. Ensure Wyze Palm Lock has good signal strength.
   1. You can check this in the Wyze app by going to the lock’s settings > Device Info > Signal Strength.
   2. If it has 2 bars or less, try moving the router closer to the lock.
7. Check the type of sharing that was selected.
   • Wyze Account Access:  
     1. Verify that the email was entered correctly.
        • This email should match the email that the shared user uses to log in to their Wyze app account.
        • If the user doesn’t have a Wyze app account, they will need to create one.
   • Cancel the share invite and try again.
     1. In the lock’s settings, tap Access and Sharing.
     2. Select the email address or username of the invite you’d like to cancel.
        • If the invite hasn’t been accepted yet, it will show as Pending.
     3. Tap Cancel Share.
     4. Next to Shared Users, tap the + plus sign, then follow the in-app instructions to resend the share invite.
   • Lock Access Only:
     • This is a limited-access option and is only accessible by the device/account owner. Shared users will simply have a profile under the owner’s account and will not use the Wyze app after adding their palmprint(s) or creating their Access Code.
8. Try the alternate sharing method to verify if both options are impacted.
9. Log out of the Wyze app.
10. Force close the Wyze app, then log back in.
11. Restart the phone/tablet.
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.