Question 1

What phones are compatible with Lockwood Home devices?

Accepted Answer

In order to provide optimal service to all our users, Lockwood maintains app support for the two most recent operating systems for both iOS and Android platforms.

*If you have downloaded the Lockwood App and are running an older version of either OS, you should be able to continue using the version of the app you have. If you run into issues, contact Customer Support at Customerservice.au@assaabloy.com.

Question 2

Why do I need a Lockwood Home Hub?

Accepted Answer

The Lockwood Home Hub communicates with Lockwood Home servers to allow remote access to the Lockwood Home Smart Lock when you are outside of Bluetooth range. Without a Lockwood Home Hub, you will not receive updates to your Activity Feed until an owner connects to the lock with their Lockwood Home App. If you have HomeKit or Z-Wave and no Lockwood Home Hub, lock activity will not update in the Activity Feed until an owner has made a Bluetooth connection with the lock.

When it comes to some third-party integrations, a Lockwood Home Hub is required to enable these devices to communicate Cloud-to-Cloud.

The following table indicates which third-party integrations require a Lockwood Home Hub:

Integration	Lockwood Home Hub Needed?
Google Home	Yes
Amazon Alexa	Yes
Nest	No
IFTTT	No, but recommended
Logitech Pop	Yes
Logitech Harmony Home Hub	Yes
Wink	Yes, unless it’s Smart Lock Pro with a Z-Wave hub
Airbnb	Lock Only: No Keypad Only: Yes (ASL 2nd gen and higher) Lock and Keypad: Yes
HomeAway	Yes
Xfinity Home	Yes
Honeywell	Yes

The following scenarios explain what happens with and without a Lockwood Home Hub

Lockwood smart lock with Lockwood Home Hub

Receive Smart Alert notifications when:

Door is manually locked/unlocked
Lock is accessed by entry code only users
When door ajar (with DoorSense™)
Both auto-lock events and one-touch (if enabled)
Receive battery readings as soon as your batteries report low

Alexa and/or Google Assistant apps update as events occur. Activity Feed updates as lock events listed above occur as long as your Lockwood Home Hub is online.

Lockwood smart lock without a Lockwood Home Hub

Receive Smart Alerts only if another Lockwood Home App user locks/unlocks your door using the Lockwood Home App. Without a Lockwood Home Hub, battery readings may be delayed or not sent at all until a lock Owner connects to the lock through the Lockwood Home App. The Activity Feed only updates when another Owner (not Guest) accesses the lock using the Lockwood Home App. The Activity Feed will update retroactively, but not at the time of the event.

Question 3

How to factory reset a previously owned Lockwood device

Accepted Answer

Lockwood may need to assist you with a factory reset if you've acquired a previously-used Lockwood device. Please contact our Support team at Customerservice.au@assaabloy.com and provide your valid proof of purchase (if possible) and the serial number, which is located on the back of the device. The Lockwood support team will contact the original owner to perform the factory reset.

If you are the lock owner and you would like to transfer your lock to a new owner, it is best to factory reset your lock before you transfer it. Please refer to the next article below on "How to reset your lock to its factory settings."

Question 4

How to reset your lock to its factory settings

Accepted Answer

A factory reset erases all guest and owner data from your lock, restoring it back to its original, out-of-the-box settings. It also removes the lock from any owner or guest keychains that it is affiliated with.

You do not need to be near your lock to reset it; however, you will need to have access to the lock in order to re-calibrate it. If there is a Keypad paired with the lock, the Keypad must be disconnected before factory resetting the lock.

Factory reset instructions

1) On your phone, open the Lockwood Home App and go to the lock circle screen, which is the screen that shows you whether your door is locked or unlocked.

2) Select the Settings menu (gear icon).

3) Select the device you wish to reset.

4) Scroll to factory reset.

5) Select "Reset Lock."

These steps should restore your lock to its factory settings.

If you attempt a factory reset when you're not connected to Bluetooth, you will receive a "Trouble Connecting to Lock" notification. If possible, try factory resetting the next time you are in Bluetooth range. If you have moved and you are unable to factory reset while in Bluetooth range of the lock, select "Reset Anyway" when you receive the notification.

Question 5

Integrating with Google Home

Accepted Answer

Lockwood Home Smart Lock works with Google Home or any Google Assistant-enabled device. With the Lockwood Home Google Assistant integration, you can ask Google Assistant to control your door using your voice.

How do I configure Google Home with my Lockwood Home Account?

Follow the steps below to pair your Lockwood Home Account with your Google Home account. You need to have a Google device such as a Google Home, Google Home Mini, or Google Home Max already configured to your home network:

Open the Google Home app and log in to your Google Account
Select the Add (+) option at the top
Select Set up a device
Under Works With, choose "Have something already set up?"
Scroll to or search for Lockwood Home in the Manage Accounts menu
Follow the steps to sign in to and verify your Lockwood Home Account
You need to agree to allow Google to Operate your Lockwood Home Smart Locks / View the Status of your Lockwood Home Smart Locks
Next, select a security code/PIN. Be sure to use a memorable code as this is needed to operate your lock using Google Home.

Once your Lockwood Home Account is connected to Google through the Google Home, you can make the following lock requests or check the lock's status:

"OK Google, lock my front door" (use the name assigned to your door in the Lockwood Home App)
"OK Google, is my front door locked?"
"OK Google, unlock my front door." Google Home will prompt you for your security PIN code. Reply with your PIN to unlock the door.

If you have DoorSense installed on your door, you can also check that status by saying:

"OK Google, is my front door closed?"

PLEASE NOTE: If you change the name of your lock in the Lockwood Home App, it is best to unlink and relink your accounts so the new name is recognised by Google Home.

Question 6

How do I update the security code/PIN for unlocking my door using Google Home?

Accepted Answer

To update your security code/PIN you will need to unlink and relink your Lockwood Home Account with your Google account:

Open the Google Home App and scroll until you see the Lockwood Home Smart Lock paired with your Google Home account
Select (any) lock
Select "Unlink Lockwood Home"
Confirm Unlink
On the "Manage Account" screen select Lockwood Home
Tap "Unlink account" and confirm unlink

Once you have unlinked your accounts, go through the setup steps again to reset your PIN.

Question 7

Why do I need a Lockwood Home Hub if my Google devices have Bluetooth built in?

Accepted Answer

Google Home requires a Lockwood Home Hub in order to connect to our servers and complete the integration with your Lockwood Home Smart Lock. Because Google Assistant cannot talk directly to the lock, the Lockwood Home Hub allows communication Cloud-to-Cloud.

The diagram below explains how the integration works:

A Lockwood Home Hub is required with Google Home integration. Because Google Assistant can’t talk directly to the Lockwood Smart Lock, the Lockwood Home Hub allows Google Assistant to communicate with Yale Cloud‑to‑Cloud. Without the Lockwood Home Hub, you will not be able to use Google Home to operate your Lockwood Smart Lock.

How do I unlink my Google Home and Lockwood Home Accounts?

Open the Google Home app
Select the Lock
Select "Unlink Lockwood Home"
When prompted, select "Unlink"
Select Lockwood Home
Select Unlink Account and Unlink when prompted

Question 8

How many locks can have 'auto-unlock' enabled under one Keychain?

Accepted Answer

Currently, you can only set up 'auto-unlock' for ONE LOCK per Keychain. Typically, this would be your main entrance door, which is the most frequently used. If you have both a security screen door and an entrance door, and you want 'auto-unlock' to work for both when you approach them, you will need to purchase Lockwood Unity series locks.

Question 9

Where do I download the Lockwood Home App?

Accepted Answer

With the Lockwood Home App, you are always in control of your front door, no matter where you are, right from your smartphone. Download the Lockwood Home App directly to your phone from the App Store or Google Play.

Question 10

How do I update information such as my phone number, email address, and password?

Accepted Answer

You can make updates to account information directly in the Lockwood Home App. Open the App, from the side menu navigate to User Settings by selecting View Profile on the upper left.

Question 11

Why can't I access the App from a desktop computer?

Accepted Answer

Currently, our App is optimised for iOS and Android mobile devices. Lockwood uses a token to authorise your mobile device entry to your home. For security purposes, this won't work with a desktop application.

Question 12

How do I delete a user from a device?

Accepted Answer

Only device Owners are authorised to add/remove or restrict others' access. If you are a device owner and you wish to remove a guest from your device, open the Lockwood Home App and go to the Guest List. Select the user you wish to remove from the app. On the next screen, select REMOVE USER. Select the Delete option on the message to complete the steps. Changes to guest access will appear in the Activity log.

Question 13

How do I remove a lock from my account?

Accepted Answer

If you need to remove a lock from your account, the following steps will help:

Open the Lockwood Home App and navigate to the lock in the keychain
Go to the guest list and select the contact and then choose REMOVE SELF

You will be prompted to verify that you would like to remove the user, in this case yourself, from the device.

If you are one of a number of owners on the lock, you can remove yourself by following the steps above and selecting REMOVE USER, provided there is another owner on the lock. If you are the sole owner, you will need to perform a factory reset. If you need to remove a lock so someone else can install it, follow the directions in "How to reset your lock to its factory settings."

Question 14

How do I unlock my door if my Smartphone battery dies?

Accepted Answer

If your smartphone battery dies, you can still use a physical key to unlock your door. Alternately, you can also access your lock by logging into your account while using a friend's or neighbour's phone.

Question 15

What do I do if the App crashes?

Accepted Answer

If you experience this, try closing out of the app completely, reopening, and reconnecting to the lock.

Question 16

Why did a device disappear from the App?

Accepted Answer

If you no longer see a device that was once installed on your app it is for one of two reasons:

The device owner removed you
The device has been reset

Question 17

How do I add another House Owner?

Accepted Answer

Lockwood locks have two types of Owners: Lock Owners and House Owners. Lock Owners have unrestricted access to a Smart Lock they are listed as an Owner on. They can also set up accessories such as Lockwood Home Hub and Keypad on that lock. House Owners can set up new Lockwood devices and edit house settings (house name, photo, and add/remove House Owners). Follow these steps to add another House Owner:

Select the property from the keychain
Navigate to House Settings
Choose Edit House Owners
Select or deselect from the list of existing House Owners to make changes

Question 18

How do I update the house name in the keychain?

Accepted Answer

You must be listed as a House Owner in order to make changes to the House Settings. To edit the name for a property:

Select the property from the keychain
Navigate to House Settings
Select House Name & Photo
Make the needed updates to the house name
Close out of the app to finalise changes

PLEASE NOTE: Once you have made changes, you will need to close out of the app and reopen it for changes to appear.

Question 19

How do I update the lock name in my App?

Accepted Answer

You must be a Lock Owner to make changes to a lock name. Follow these steps:

Open the Lockwood Home App
Select the house the lock is associated with from your Keychain
Go to House Settings
Select the device
Select Lock Name
Rename the lock in the field provided

PLEASE NOTE: Once you have made changes, you will need to close out of the app and reopen it for changes to appear.

Question 20

How do I update the picture in my keychain?

Accepted Answer

You must be listed as a House Owner in order to make changes to the House Settings. After you have set up at least one device on your account, select the associated property from the list in the keychain then go to House Settings → House Name & Photo. Select the plus sign over the photo and choose between: 1) Select Photo From Gallery; or 2) Take Photo. Follow in-app instructions to complete the steps.

PLEASE NOTE: Once you have made changes, you will need to close out of the app and reopen it for changes to appear.

Question 21

How do I update my Wi-Fi network and/or password?

Accepted Answer

Changes to your network impact your Lockwood devices. If your internet provider changes or you replace your Wi-Fi modem, you will need to update the network information in order for your devices to continue working. Detailed instructions are outlined in the "How to Change a Device's Wi-Fi Network and/or Wi-Fi Password" article of the Lockwood Home Hub How-to Guide.

Question 22

If I have a Lockwood Smart Keypad already installed on a Unity Entrance Lock and I purchase a screen door lock, can I use the same keypad to operate the Security Screen Door Lock?

Accepted Answer

The Lockwood Smart Keypad can only be paired to one lock. The Keypad will need to be disconnected from the Entrance lock and paired to the screen door lock. Once paired to the screen door lock, with the two locks connected to a Lockwood Home Hub/s, the DualDoor™ feature can be activated. If you had users and PIN codes set up under the keypad on the entrance lock, these will need to be re-added as this information cannot be transferred over due to privacy requirements.

Question 23

If I have a lock on my front door already set up with users and I set up a Yale Screen Door Lock with the SyncPath™ feature, do I need to give the users access to the screen door as well?

Accepted Answer

Yes, as the screen door will predominantly be the first door to enter, users will require access to this. Access for the Front Door lock will also need to be duplicated for the screen door lock. Once the screen door lock has been set up, you can transfer access as follows:

App access:

Select Guest List
Select Guest Access
Change the Access level for the screen door lock

Question 24

If I have two locks paired and set up for SyncPath™, can I provide user access to only the screen door?

Accepted Answer

Yes you can, however if there is an event of SyncPath™ failing, the user will not be able to access the entrance lock.

Question 25

How do I set up the SyncPath™ Feature?

Accepted Answer

To set up the SyncPath™ feature you must have the below products initially set up under the one Home:

• Yale Unity Security Screen Door Lock

• A Lockwood Smart Lock (e.g. SDL Deadbolt)

• Lockwood Home Hub

Once set up, follow the steps below:

Select the House settings icon from the menu on the lower right of the screen
Select the lock settings for the Security Screen Door Lock
Scroll to utilities and select SyncPath™ Locking
Follow the steps to set up SyncPath™ Locking

Question 26

What happens if my internet is down?

Accepted Answer

In the event your internet connection is lost, the SyncPath™ feature will still work. However, we strongly suggest that you and your guests have access to both locks — not only one — via the App and contactless key tag in case of power failure to the Lockwood Home Hub.