At Master Lock, the health and safety of our associates is always a priority. During this rapidly evolving time, we’re taking the necessary precautions to help reduce the spread of COVID-19 in our communities and our facilities while continuing to meet our customers’ needs. For the latest information and resources regarding COVID-19, please visit the World Health Organization website.

PADLOCK SUPPORT

Master Lock® Vault Enterprise

The Master Lock Vault Enterprise System is the Platform for Businesses and Users with Many Locks and Many Users. Support in this section is for the Master Lock Vault Enterprise app and web interface which can be identified by the aqua app.

Frequently Asked Questions

    Q: Is it possible to update the firmware on the lock?

    Category: Bluetooth Padlocks for Business

    A:

    Yes, when a firmware update for your lock is available. You’ll be notified within the App whenever an update is available. You can also manually check for firmware updates by navigating to the ABOUT THIS LOCK page in the lock settings menu.

    Q: How do I find the Master Lock Vault Enterprise Activation Code in the packaging?

    Category: Bluetooth Padlocks for Business

    A:

    The activation code is on the Instruction Sheet included in the box with the lock.

    Q: Why can't I open the battery drawer/door to replace the battery?

    Category: Bluetooth Padlocks for Business

    A:

    To prevent battery theft or tampering, the battery drawer on the 4400 series and the battery door on the 4401 series can only be opened with the lock in the unlocked position. The drawer on the 4400 series can only be extended part way with the lock in the locked position, to allow for an external battery to access the jump contact.

    Q: What is the size and clearance of the 4401EURLHENT series shackle?

    Category: Bluetooth Padlocks for Business

    A:

    The 4401EURLHENT series shackle is 9mm in diameter and offers 51mm vertical clearance and 22mm horizontal clearance.

    Q: How do I revoke access to a User in Master Lock Vault Enterprise?

    Category: Bluetooth Padlocks for Business

    A:

    Admins can disable or delete users through the web interface.

    Q: How do I update the firmware on my Bluetooth Padlock when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    The app will notify you that a firmware update is required. Firmware updates require you to remain within Bluetooth range of the lock throughout the process. Select OK and allow the app to update the firmware. The app will update you once the firmware update is complete.

    Q: What is the size and clearance of the 4400EURENT series shackle?

    Category: Bluetooth Padlocks for Business

    A:

    The 4400EURENT series shackle is 7mm in diameter and offers 22mm vertical clearance and 20mm horizontal clearance.

    Q: How long will the 4401EURLHENT series battery last when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    The 4401EURLHENT series battery should last 5 years in Touch Unlock Mode with regular use.

    Q: Can I unlock the padlock without the app?

    Category: Bluetooth Padlocks for Business

    A:

    The app is only required when you want to use your Bluetooth Smart-enabled device to unlock the lock. The lock can be unlocked without the app by entering the Primary Code, the current Temporary Code or the Backup Master Code on the lock keypad.

    Q: How long will the 4400EURENT series battery last when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    The 4400EURENT series battery should last at least 2 years in Touch Unlock Mode with regular use.

    Q: What battery does the 4401EURLHENT series use?

    Category: Bluetooth Padlocks for Business

    A:

    The 4401EURLHENT series comes with an installed CR2 lithium photo battery.

    Q: What battery does the 4400EURENT series use?

    Category: Bluetooth Padlocks for Business

    A:

    The 4400EURENT series comes with an installed CR2450 lithium button cell battery.

    Q: How many locks can I add to my Master Lock Vault Enterprise account?

    Category: Bluetooth Padlocks for Business

    A:

    There currently is no limit to the number of locks and lock boxes you can add to a Master Lock Vault Enterprise organization account.

    Q: My 4401EURLHENT outdoor lock lights green but the lock won't unlock. How do I unlock it using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    If using Bluetooth credentials, push the top of the metal shackle firmly down into the lock body to ensure proper mechanical engagement. Then, press any button on the lock and it should light blue and unlock, resuming normal operation. If you are trying to unlock using a directional manual code on the lock keypad, push the top of the metal shackle firmly down into the lock body to ensure proper mechanical engagement. Then, enter the manual code on the lock keypad. It should light blue and unlock, resuming normal operation.

    Q: What if my phone's Bluetooth isn't working?

    Category: Bluetooth Padlocks for Business

    A:

    Make sure your phone is sufficiently charged. In phone’s settings, make sure that Bluetooth is turned on. If you can’t turn Bluetooth on, try restarting your phone and then relaunch the app.

    Q: What if my phone battery dies when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    If the phone battery dies, the lock or lock box can be unlocked via Bluetooth or by entering the Primary Code on the lock keypad.

    Q: What if my lock battery dies?

    Category: Bluetooth Padlocks for Business

    A:

    If the lock battery dies while the lock is closed, it can be unlocked using an external battery. See Unlock With External Battery.

    Q: What if my phone is lost or stolen when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    Contact your admin as soon as possible. Do a password reset from the web or have your admin send you a new password request.

    Q: My lock will not relock. What should I do?

    Category: Bluetooth Padlocks for Business

    A:

    This can occur if the lock shackle is closed and opened again quickly before the motor has time to relock the lock. Press any button on the lock keypad and when the lock lights green, close the lock and it will light blue when locked.

    Q: The keypad on my 4401EURLHENT outdoor lock has frozen so the buttons cannot be pressed. What should I do?

    Category: Bluetooth Padlocks for Business

    A:

    If moisture on the lock keypad freezes so that a button cannot be pressed, we recommend warming the lock keypad between gloved hands for a short time to melt the ice until the button can be pressed. The lock should then resume normal operation.

    Q: What phones are the padlocks compatible with?

    Category: Bluetooth Padlocks for Business

    A:

    Compatible Devices

    The Bluetooth® locks are designed to work with devices that are built to Bluetooth® v4.0 (or higher) specifications and implement the capability to communicate with Bluetooth® peripherals. iOS and Android platforms are currently supported.

    iOS Version: 10 or later. Device: 6 or later.
    Android Version: 5 or later. Device: Various.
    Web Management: Chrome, Safari, Firefox, Internet Explorer (Edge).

    You can determine your device's OS version in your phone's settings.

    Q: App Download / Device Compatibility

    Category: Bluetooth Padlocks for Business

    A:

    Download the App

    There are two Master Lock Vault Apps, eLocks version and Enterprise version, please make sure you download the correct version.

    Download on the Apple App Store Android App on Google Play

    Compatible Devices

    The Bluetooth® locks are designed to work with devices that are built to Bluetooth® v4.0 (or higher) specifications and implement the capability to communicate with Bluetooth® peripherals. iOS and Android platforms are currently supported.

    iOS Version: 10 or later. Device: 6 or later.
    Android Version: 5 or later. Device: Various.
    Web Management: Chrome, Safari, Firefox, Internet Explorer (Edge).

    You can determine your device's OS version in your phone's settings.

    Q: Can the 4401EURLHENT series be used outdoors?

    Category: Bluetooth Padlocks for Business

    A:

    The 4401EURLHENT series is designed for outdoor use. It features a full 2-piece injection molded body cover, elastomer shackle seals and weather protected internal components.

    Q: Why do I need a Master Lock Vault account to register my lock?

    Category: Bluetooth Padlocks for Business

    A:

    A Master Lock Vault account ensures user credentials are securely deployed and provides enhanced functionality and convenience to the Master Lock Vault app.

    Q: What if my Guest does not have a Bluetooth enabled device?

    Category: Bluetooth Padlocks for Business

    A:

    Your Guest can access the lock without a Bluetooth enabled device by entering a Manual Code on the lock keypad.

    Q: Are these locks susceptible to Bluetooth "hacking"?

    Category: Bluetooth Padlocks for Business

    A:

    Master Lock utilizes Bluetooth Smart technology to facilitate wireless communication between locks and mobile devices. These locks and lock boxes are designed in a way that prevents the threat of Bluetooth hacking that exists with some other Bluetooth products. To provide leading-edge security, we employ robust, military-grade authentication and encryption mechanisms built upon proven, NIST recommended and FIPS Approved algorithms to deter sniffing, replay and manipulation attempts that Bluetooth technology has been associated with. These mechanisms are regularly audited by independent security professionals.

    Q: I replaced the battery in my lock. Why does the app still show the low battery icon?

    Category: Bluetooth Padlocks for Business

    A:

    After installing a new battery, the low battery icon will no longer display in the app, after the app and the lock communicate with each other. However, it will take 2 to 24 hours on the Indoor Padlock (4400), and 2 to 72 hours on the Outdoor Padlock (4401), for the yellow LED to stop displaying on the lock itself.

    Q: Can I unlock the padlock without the Master Lock Vault Enterprise app?

    Category: Bluetooth Padlocks for Business

    A:

    The app is only required when you want to use your Bluetooth Smart-enabled device to unlock the lock. The lock can be unlocked without the app by entering the Primary Code or the current Temporary Code on the lock keypad.

    Q: What if my phone battery dies?

    Category: Bluetooth Padlocks for Business

    A:

    If the phone battery dies, the lock or lock box can be unlocked by entering the Primary Code, the current Temporary Code or the Backup Master Code on the lock keypad.

    Q: Where can I find the Master Lock Vault Enterprise app?

    Category: Bluetooth Padlocks for Business

    A:

    The app is available in the Apple App Store and the Google Play Store. Click below or search for "Master Lock Vault Enterprise" in the app stores. There are two Master Lock Vault Apps, please make sure that you download the Enterprise version.


    Download on the Apple App Store Android App on Google Play

    Q: Where can I find the app?

    Category: Bluetooth Padlocks for Business

    A:

    The app is available in the Apple App Store and the Google Play Store. Click below or search for "Master Lock Vault eLocks" in the app stores.


    Download on the Apple App Store Android App on Google Play

    Q: I replaced the battery in my lock. Why does the lock LED still light yellow?

    Category: Bluetooth Padlocks for Business

    A:

    After installing a new battery, the low battery icon will no longer display in the app, after the app and the lock communicate with each other. However, it will take between 2 to 72 hours for the yellow LED to stop displaying on the lock itself.

    Q: Why does my Bluetooth Padlock not seem to be functioning properly?

    Category: Bluetooth Padlocks for Business

    A:

    Check to see if the firmware on your Padlock or Lock Box is up to date:

    1. Sign into your Master Lock Vault eLocks account
    2. Select your lock from the “Locks list”
    3. Select ”Manage Locks”
    4. Select the Gear icon in the top right corner
    5. Select “About this Lock”
    6. If a firmware update is available, you will see the message “There is a firmware update available!”
    7. Press the “Download and Install” button
    8. Press the “Install Update” button
    9. Make sure the lock is awake and remain within 2 feet of it while the update installs
    10. You will be notified when the update has successfully completed