Product Guide FAQs
Q: Where can I find the app?
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.
Q: What phones are the padlocks compatible with?
Q: My 4401EURDLH outdoor lock lights green but the lock won't unlock. How do I unlock it?
If the lock is in Touch Unlock mode, 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 the lock is in Swipe Unlock mode, push the top of the metal shackle firmly down into the lock body to ensure proper mechanical engagement. The app should change to blue to show as locked and then display the swipe arrow prompts to unlock the lock, 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: The keypad on my 4401EURDLH outdoor lock has frozen so the buttons cannot be pressed. What should I do?
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: My lock will not relock. What should I do?
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: Is it possible to update the firmware on the lock?
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: Are these padlocks susceptible to Bluetooth hacking?
Master Lock utilizes Bluetooth Smart technology to facilitate wireless communication between locks and mobile devices. These padlocks 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: How do I find the Activation Code in the packaging?
To locate the lock's Activation Code on the instruction sheet included in the lock packaging:
- On the front of the package, cut through the two plastic ribs behind the lock's shackle and remove the lock from the package.
- Remove the folded instruction sheet from behind the shackle.
- Locate the Activation Code at the top left corner of the instruction sheet and enter it as instructed in the app.
Q: What if my lock battery dies?
If the lock battery dies while the lock is closed, it can be unlocked using an external battery. See Unlock With External Battery.
Q: How do I revoke access to a Guest?
See Revoke Guest Access.
Q: What if my phone is lost or stolen?
See Reset Keys.
Q: Why do I need a Master Lock Vault account to register my lock?
A Master Lock Vault account ensures user credentials are securely deployed and provides enhanced functionality and convenience to the Master Lock Vault eLocks app.
Q: What if my phone's Bluetooth isn't working?
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: Can I unlock the padlock without the app?
Q: What if my Guest does not have a Bluetooth Smart-enabled device?
Q: Why can't I open the battery drawer/door to replace the battery?
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: If you delete a guest access remotely how does the padlock know that the guest device is not authorized anymore?
After the lock owner revokes access to a guest, that command will be issued to the lock the next time an authorized device communicates with the lock – that could be the owner’s device, or any other guest’s device (including the one which has been revoked). As soon as the lock receives that command, it won’t grant access to the revoked guest.