Wyze Lock Bolt v2 Fingerprint Troubleshooting

Problem

Your Wyze Lock Bolt v2 does not unlock using the fingerprint; the fingerprint 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 If you find that your Wyze app is out of date, head over to your mobile device’s app store and update the Wyze app.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 Lock Bolt v2’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 finger reader.
   1. Gently wipe it with a soft, dry cloth.
4. Ensure there is nothing blocking the finger from being scanned, such as:
   • Excess oil, water, or debris on the finger.
   • 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.
      • The keypad will light up when awake.
      • If it does not turn on after tapping, refer to My Wyze Lock Bolt v2 won’t turn on.
6. Make sure the finger is positioned properly while scanning.
   • Place the finger at the same angle and position used during enrollment.
   • Gently press on the reader and hold steady for about 1 second.
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 finger 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 fingerprints 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 fingerprints, 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.
   • Shared user access can be set to Always, Recurring, or Custom.
10. Restart Wyze Lock Bolt v2. 
    1. Navigate to the device’s settings > Restart Device > Restart.
11. Power cycle Wyze Lock Bolt v2.
    1. Remove all 8 batteries completely for 10 seconds, then place them back into the lock, ensuring they are positioned properly and firmly.
12. Factory reset Wyze Lock Bolt v2.
    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.