Frequently Asked Questions

Popular Questions

I rent a house with a Yale digital door lock, can I change the lock?

Yes, you can change the lock case and keep the exterior of the lock! Just contact our service hotline at +852 8100 3920 then our customer service team will quote you the price and schedule the appoinment for you!

How do I setup or change the digital lock password?

The password setup for Yale Digital Lock varies with models. In general, there is a setup or reset key on the side of the interior part. For further information, please refer to the respective user manuals. 

If you could not find the manual, please contact digital door lock service hotline at +852 8100 3920 or digital safe hotline at +852 8108 3060.

I lost the key, how can I open the safe?

Please contact your dealer for assistance or fill in the technical enquiry form, our team will assist you ASAP.

What if the batteries go flat, can I still open the door?

You can either use the mechanical override key (if applicable to your model) to open the door or plug-in a 9V battery to the emergency power supply plate which locates outside the door to provide instant power to the electronic lock.

How to change battery?

Open the cover of the battery compartment, take out the old batteries, and replace with new 1.5V Alkaline AA batteries. Please replace all batteries at the same time. 

TIPS: If you hear a low battery warning melody rings or the indicator light blinks in red, it means the smart lock is running low in power. Please replace all batteries when you hear/ see the alert.

If you could not find the manual, please contact digital door lock service hotline at +852 8100 3920 or digital safe hotline at +852 8108 3060.

What should I do if I lost one of the smart cards or touch keys?

If you lose a smart card or touch key, simply invalidate the lost card/ key by re-registering all the remaining keys. The lost key will automatically be disabled and cannot be used again.

How long is my guarantee?

The length of guarantee depends on the Yale product you have. It can be found on the back of the product packaging. In the unlikely event of your Yale product failing as a result of defective materials or design, Yale will provide a free replacement. If you purchased the product within the last 12 months return it to the store you bought it from.

It is a condition of this guarantee that your Yale product:

  • has been correctly installed and maintained in accordance with Yale's installation and maintenance instructions provided to you at the time of purchase.
  • has not been modified in any way.

This guarantee does not apply to mechanical faults caused wilfully or negligently, or to the surface finish of your Yale product. Defects caused by products being otherwise operated, maintained, repaired or altered improperly or contrary to our instructions are not covered by the guarantee.

Yale's only liability in respect of your Yale product failing to perform due to defective materials or designs is to provide a free replacement. Yale will not be held liable for any other losses incurred by you arising from your product failing whether such losses are direct or indirect or consequential.

Please keep your guarantee and proof of purchase safe. Proof of purchase must be submitted when making a claim under this guarantee and all claims must be submitted within two months of you discovering the fault of your Yale product.

What can I use to clean my Yale lock?

Do not use solvents or abrasive cleaners on any components as this will destroy the protective clearcoat finish and void the guarantee.
 
Please use a water dampened, soft cloth to remove fingerprints. 

A mild soap solution applied with a soft cloth will remove oil or accumulated dirt build-up. 

Note: Avoid products that state on the label that they remove tarnish and rust or that they contain acids or caustic agents.

Can I install my own Yale lock?

Yale locks have been specially designed for ease of installation so that the average do-it-yourselfer can approach lock installation with ease.

When installing a handleset or an entry lockset and a deadbolt on the same door take the time to align the locks so that the deadbolt locks freely when the door is shut normally.

All Yale products come with detailed installation instructions. Most locks require only a Phillips head screwdriver for installation. A handleset will require a drill and drill bit in addition to the screwdriver. Please refer to the Installation Sheet supplied with the lockset to make sure you have all the necessary tools.


NOTE: Doors with pre-drilled holes contribute to ease-of-installation. If a door is not pre-drilled, it may be prudent to have a qualified vendor or installer drill and mortise the door for you.

Can one key be used for all my entry doors?

In most instances, you can have all your locks keyed to operate on one key, so you do not need to carry a huge bunch of different keys!  A locksmith, the installer, or the dealer from whom you purchase your lock will be able to advise you on this.

How do I determine the handing of a door?

The handing of a door is always determined by facing the exterior of a door.

  • If the hinge is on the left side of the door, the door is left handed (LH).
  • If the hinge is on the right side of the door, the door is right handed (RH).

When ordering a handed product, specify LH or RH. Not all products are handed; only specify handing when required.