This guide walks you through unpairing and re-pairing your smart locks in Aptly.
You might need to complete these steps when replacing a lock, resetting a device, or troubleshooting connection issues.
Unpair the Lock
Before you begin, make sure the lock is unlocked and that you have access to the keypad.
Steps:
- Unlock the lock
Make sure the lock is in the open/unlocked position before starting.
This prevents the lock from jamming or failing to reset properly.
- Remove and reinsert the batteries
- Open the battery compartment.
- Take the batteries out completely.
- Wait a few seconds, then reinsert them.
Tip: This refreshes the lock’s connection and prepares it for unpairing.
- Navigate to Assigned Devices in Aptly
- Open the Aptly Access app.
- Go to Devices.
- Select the lock.
- Reset and remove the lock
- Scroll to the very bottom of the screen.
- Tap Reset Lock Device & Remove.
Your lock is now unpaired and ready to be set up again.
Re-Pair the Lock
Once your lock has been unpaired, follow these steps to pair it again with Aptly.
- Open the Nearby screen in Aptly
- From the bottom menu, select Nearby.
- Scan for devices
- Tap Scan to search for available locks in range.
- Wake up the lock
- Press any button on the lock’s keypad to wake the device.
- The lock should appear in the list of devices within a few seconds.
- Select the lock and confirm orientation
- If prompted, select the direction of the lock on the door (left-hand or right-hand swing).
- Note: Keybox locks do not require this step.
- Assign the lock to a unit
- Choose the unit or property where this lock will be used.
- Tap Confirm to complete the pairing process.
When to Unpair and Re-Pair
- The lock is not responding in Aptly.
- The lock was moved to a different unit or property.
- The lock has been factory reset.
- The lock frequently disconnects or shows incorrect data.
Troubleshooting: Common Lock Pairing Issues
If you run into problems while unpairing or re-pairing a lock, try these steps.
The lock won’t appear when scanning
- Make sure you are standing close to the lock. Location Services should be enabled.
- Press a button on the keypad to wake the lock before scanning.
- Close the Aptly Access app completely, reopen it, and try scanning again.
- Check that the batteries are fresh and inserted correctly.
“Reset Lock Device & Remove” option is missing
- Confirm you are in Devices.
- If you still don’t see the option:
- Log out of Aptly Access and log back in.
- If it’s still missing, contact your dedicated account team.
Lock fails to pair after reset
- Remove and reinsert the batteries again.
- Move away from other smart locks to avoid signal interference.
Pairing screen stuck or frozen
- Force-close the Aptly Access app and reopen it.
- Restart your phone.
- Check your Wi-Fi or cellular connection.
Still having trouble?
If none of these steps solve the issue:
- Gather details about the problem:
- Lock model
- Steps you’ve already tried
- Any error messages
- Device Model
- Contact your dedicated account team.