Operating and Mounting Instructions FAQs

Q: Where can I find the instruction sheet for my Bluetooth Smart™ 4400EURD or 4401EURDLH padlock?

A:

- Bluetooth Smart™ 4400EURD - Indoor - Instruction Manual
- Bluetooth Smart™ 4401EURDLH - Outdoor - Instruction Manual

Q: Where can I find the app?

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: What phones are the padlocks compatible with?

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: Does Bluetooth Smart™ padlocks work with Windows Phones?

A:

Our devices are not currently compatible with Windows OS.

Q: In which countries can I use my padlock ?

A:

Master Lock Bluetooth Smart padlocks can be used in the following countries: Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Lettonia, Liechtenstein, Littuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, South Africa, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

Q: How do I obtain the Activation Code for my Bluetooth Smart 4400EURD or 4401EURDLH padlock?

A:

To locate the lock's Activation Code on the instruction sheet included in the lock packaging:

  1. Remove the instruction sheet from the box packaging.
  2. The Activation Code is located on the upper left side of the instructions.

Q: My 4401EURDLH outdoor lock lights green but the lock won't unlock. How do I unlock it?

A:

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. If the above is not working, delete your registered padlock from the the app (making sure that you have kept your activation code with you). Then, delete the app from your phone settings, clear your cache and reinstall the app again.

If the above is not working, delete your registered padlock from the the app (making sure that you have kept your activation code with you). Then, delete the app from your phone settings, clear your cache and reinstall the app again.

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

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: How can I get started using my Master Lock Smart™ padlock?

A:

Bluetooth Smart™ 4400EURD and 4401EURDLH - Instruction Video

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

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

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: Are these padlocks susceptible to Bluetooth hacking?

A:

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?

A:

To locate the lock's Activation Code on the instruction sheet included in the lock packaging:

  1. On the front of the package, cut through the two plastic ribs behind the lock's shackle and remove the lock from the package.
  2. Remove the folded instruction sheet from behind the shackle.
    Open Icon
  3. Locate the Activation Code at the top left corner of the instruction sheet and enter it as instructed in the app.
    Activation Code Icon

Q: How do I revoke access to a Guest?

Q: What if my phone is lost or stolen?

A:

See Reset Keys.

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

A:

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 lock battery dies?

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's Bluetooth isn't working?

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: Can I unlock the padlock without the app?

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

A:

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

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

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: If you delete a guest access remotely how does the padlock know that the guest device is not authorized anymore?

A:

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.

Q: I have managed to install the Master Lock Vault eLocks app however the phone is not communicating with the lock.

A:
  • Check if the correct app has been downloaded. The correct app is Master Lock Vault eLocks – and not Master Lock Vault. 
  • Try to re-start the this can resolve the issue of communication between the lock and the phone. If that does not help. Delete the lock from the app and then re activate it. 
  • Ensure that you have the activation code before to perform the process.
  • Ensure the Bluetooth function is activated on your phone.
     

Q: Is it possible to update the app?

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 delete a lock ?

A:

To delete a lock from the app:

  1. Select the lock from the Locks list.
  2. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
  3. Touch the SETTINGS icon in the upper right corner.
  4. Touch DELETE LOCK at the bottom of the screen.
  5. Touch OK.

Note: If you are the lock owner, this will revoke all Guest access. To re-register this lock, you will need the original Activation Code that was provided with the lock's packaging.

Q: What is the Locker Mode on the app ?

A:
'Locker Mode' can be enabled when you are in 'Touch Unlock Mode' and you are storing your phone in a locker which is secured by your Bluetooth Smart padlock or you are in close proximity to your lock but it is out of eye sight. It is unnecessary to enable 'Locker Mode' if your lock is in 'Swipe Unlock Mode'. To prevent your lock from being in an unintentional unlocked state, 'Locker Mode' will prevent your phone from communicating with your lock. In 'Locker Mode', your lock can only be unlocked using the Primary Code, the current Temporary Code or the Backup Master Code on the lock keypad!
 
To enable Locker Mode:
  1. Select the lock from the Locks list.
  2. Touch enable locker mode at the bottom of the screen.
  3. Remember your manual code!
 
To disable Locker Mode:
  1. Select the lock from the Locks list.
  2. Touch disable locker mode at the bottom of the screen.
  3. Touch ok.

Q: How do I change the battery?

A:

- Bluetooth Smart™ 4400EURD - Indoor - Instruction Video
- Bluetooth Smart™ 4401EURDLH - Outdoor - Instruction Video

Q: What is the duration of a temporary code?

A:

The tempory code uses a rolling code algorithm with a look ahead and look back window. This window will range from 4 to 8 hours, depending on when it is generated. The current version of the software does not allow for the lock owner to customize this window.

Q: How many guests can I have on a lock?

A:

There is no limit to the number of guests an owner can add to a lock.

Q: How can I send temporary codes for Guest Access?

A:
If you would like to share access to your lock with a Guest who only needs temporary access or who doesn't have a Bluetooth enabled device, you can send a Temporary Code they can enter on the lock keypad.
 
To send a Temporary Code:
1. Select the lock from the Locks list.
2. Touch manage lock in the upper right corner. Enter your passcode, if prompted.
3. Touch the settings icon SETTINGS icon  in the upper right corner.
4. Touch Share Temporary Code.
5. Choose whether to send the current Temporary Code or a Future Temporary Code. If choosing a Future Code, define the access date/time.
6. Touch Share Temporary Code and follow the prompts.
7. You will receive a confirmation that a Temporary Code has been sent.
8. Your Guest will receive the Temporary Code and its start and/or expiration date/time. Temporary Codes are good for 4 - 8 hours.
 
Note: If you anticipate the need to send a Temporary Code to a Guest via SMS on a regular basis, please make sure to also include their email address which will ensure they are added to your app Guestbook. This will allow you to choose the Guest from your Guestbook in the future.

Q: What is the maximum range of Bluetooth for the padlocks?

A:

The range of Bluetooth® varies by device, its age and generation.
The maximum range of Bluetooth® is 10 meters.

Q: How do I view my padlock history?

A:

To view a lock's History:

  1. Select the lock from the Locks list.
  2. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
  3. The 3 most recent events will show under HISTORY.
  4. Touch VIEW ALL HISTORY to view activity from the past 30 days. Additional history is viewable on the Master Lock Vault web site.

Q: What information is available in my history?

A:

The following lock activity is viewable in the lock's History:
Lock Registration
Unlock, Open and Relock activity
Method (via Bluetoothenabled device or Manual Code)
Date, time and user (if known)
Guest invitations, acceptances, access revocations
Manual Keypad Tamper Alerts
Low Battery Alerts
Primary Code change
Settings changes (Automatic Relock Time, Locker Mode, Unlock Mode, Time Zone)
Reset Keys activity
Firmware updates
Last known location updates

Q: How can I set the automatic relock time?

A:

Your lock is set to automatically relock after 5 seconds, if unopened, as a default. To change this setting:

  1. Select the lock from the Locks list.
  2. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
  3. Touch the Relock Time button Relock Button.
  4. Touch CHANGE AUTOMATIC RELOCK TIME.
  5. Move the slider to the desired relock time.
  6. Touch SAVE.
  7. Follow any additional instructions in the app to save the changes to your lock.

Q: What do the different colours mean on the lock?

A:

The center LED on the lock indicates the lock's status:
Green: The lock is opened or unlocked and waiting to be opened.
Blue: The lock is locked, attempting to communicate with an authorized device or is accepting a keypad entry.
Yellow: The battery is getting low - replace it soon.
Red: An invalid keypad entry was made or the lock is temporarily not accepting keypad entries due to multiple unsuccessful keypad entry attempts.

Q: Why does the lock blink red?

A:

After 3 consecutive unsuccessful attempts using the lock keypad with less than 1 minute between attempts, the lock will not accept additional keypad entries for 1 minute. During this period, the lock will blink red, but can be unlocked using an authorized Bluetooth Smart-enabled device. This Tamper Alert will be viewable in the lock's history the next time the lock communicates with an authorized device.