Bluetooth Padlocks FAQs

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

A:

You can obtain the Activation Code through one of the following options:

1) Visit a Master Lock distributor/retailer

  • Bring the lock to a Master Lock distributor or retailer. The lock must not be attached to anything.
  • Ask the distributor or retailer to contact Master Lock for the Activation Code on your behalf using the Lock/Device ID which is engraved on the back of the lock and noted in the app under About This Lock as "Device". The Lock/Device ID starts with the letter A and is followed by 5 numbers or letters. US and Canadian distributors may call 1-800-308-9244.
  • Please note that although Master Lock does not charge for this service, some distributors or retailers may charge a fee.

– OR –

2) Submit an Activation Code Retrieval Form

  • Print out the Activation Code Request Form from a Printer Friendly Page or download the Bluetooth Activation Request Form.
  • Have your Activation Code Request Form notarized by a Notary Public to prove you are the owner of the lock. You can include up to 6 Activation Codes on one notarized form.
    *Note for inmates at a correctional facility: In addition to the Activation Code Request Form, you must submit your request on official prison facility letterhead. In lieu of notarization, the Activation Code Retrieval Form must be signed by a prison facility official.
     
  • Mail your form to:
    Master Lock Company
    Bluetooth Padlock Activation Code Request
    137 W Forest Hill Ave.
    Oak Creek WI 53154
  • Once the request is received, your Activation Code will arrive in approximately 1-2 weeks (if selecting mail as the delivery method.)

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

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

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

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 24 hours for the yellow LED to stop displaying on the lock itself.

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

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 24 hours for the yellow LED to stop displaying on the lock itself.

Q: Can the 4401 series be used outdoors?

A: The 4401 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: How do I obtain the Activation Code for my Bluetooth Smart 4400 or 4401 padlock?

A:

You can obtain the Activation Code through one of the following options:

1) Visit a Master Lock distributor/retailer

  • Bring the lock to a Master Lock distributor or retailer. The lock must not be attached to anything.
  • Ask the distributor or retailer to contact Master Lock for the Activation Code on your behalf using the Lock/Device ID which is engraved on the back of the lock and noted in the app under About This Lock as "Device". The Lock/Device ID starts with the letter A and is followed by 5 numbers or letters. US distributors may call 1-800-308-9244. Canadian distributors may call 1-800-227-9599.
  • Please note that although Master Lock does not charge for this service, some distributors or retailers may charge a fee.

– OR –

2) Submit an Activation Code Retrieval Form

  • Print out the Activation Code Request Form from a Printer Friendly Page or download the Bluetooth Activation Request Form.
  • Have your Activation Code Request Form notarized by a Notary Public to prove you are the owner of the lock. You can include up to 6 Activation Codes on one notarized form.
    *Note for inmates at a correctional facility: In addition to the Activation Code Request Form, you must submit your request on official prison facility letterhead. In lieu of notarization, the Activation Code Retrieval Form must be signed by a prison facility official.
     
  • Mail your form to:
    Master Lock Company
    Bluetooth Smart Padlock Activation Code Request
    137 W Forest Hill Ave.
    Oak Creek WI 53154
  • Once the request is received, your Activation Code will arrive in approximately 1-2 weeks (if selecting mail as the delivery method.)

Q: My 4401 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.

Q: The keypad on my 4401DLH 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: 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: 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: 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: What phones are the padlocks compatible with?

A: The Bluetooth Smart padlocks are designed to work with devices that are built to Bluetooth v4.0 (or higher) specifications and implement the capability to communicate with Bluetooth Smart peripherals. iOS and Android platforms are currently supported. See Compatible Devices.

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: 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 phone battery dies?

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

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: What is the product warranty?

A: The 4400 and 4401 series of Bluetooth Smart locks have a Limited One (1) Year Warranty. Visit masterlock.com for complete warranty details.

Q: What battery does the 4400 series use?

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

Q: What battery does the 4401 series use?

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

Q: How long will the 4400 series battery last?

A: The 4400 series battery should last at least 2 years in Touch Unlock Mode and 4 months in Swipe Unlock Mode with regular use.

Q: How long will the 4401 series battery last?

A: The 4401 series battery should last 5 years in Touch Unlock Mode and 2 years in Swipe Unlock Mode with regular use.

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: Can the 4400 series be used outdoors?

A: The 4400 series is not designed to withstand outdoor environments.

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

A: The 4400 series shackle is .281" in diameter and offers 7/8" vertical clearance and 13/16" horizontal clearance.

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

A: The 4401 series DLH model shackle is .36" in diameter and offers 2" vertical clearance and 7/8" horizontal clearance.

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.

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