PADLOCK SUPPORT

Master Lock® Vault eLocks

The Master Lock Vault eLocks System is the Platform for Personal Use - Typically Fewer than 10 Locks. Support in this section is for the Master Lock Vault eLocks app and web interface which can be identified by the red app.

Frequently Asked Questions

    Q: Can I unlock the padlock without the app?

    Category: Bluetooth Padlocks for Personal Use

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

    Category: Bluetooth Padlocks for Personal Use

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

    Category: Bluetooth Padlocks for Personal Use

    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: What phones are compatible with Master Lock Bluetooth lock boxes?

    Category: Bluetooth Lock Boxes for Personal Use

    A:

    The Master Lock Safe Space Bluetooth Lock Boxes 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 Guest does not have a Bluetooth enabled device?

    Category: Bluetooth Padlocks for Personal Use

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

    Q: What if my phone is lost or stolen?

    Category: Bluetooth Padlocks for Personal Use

    A: See Reset Keys.

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

    Category: Bluetooth Padlocks for Personal Use

    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

    Note: The Activation Code may include the numbers 1 or 0 but will not include the letters I or O.

    Q: How long will the 4401 series battery last?

    Category: Bluetooth Padlocks for Personal Use

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

    Q: How do I revoke access to a Guest?

    Category: Bluetooth Padlocks for Personal Use

    Q: Why does my Bluetooth Padlock not seem to be functioning properly?

    Category: Bluetooth Padlocks for Personal Use

    A:

    Check to see if the firmware on your Padlock or Lock Box is up to date:

    1. Sign into your Master Lock Vault eLocks account
    2. Select your lock from the “Locks list”
    3. Select ”Manage Locks”
    4. Select the Gear icon in the top right corner
    5. Select “About this Lock”
    6. If a firmware update is available, you will see the message “There is a firmware update available!”
    7. Press the “Download and Install” button
    8. Press the “Install Update” button
    9. Make sure the lock is awake and remain within 2 feet of it while the update installs
    10. You will be notified when the update has successfully completed

     

    Q: What if my lock battery dies?

    Category: Bluetooth Padlocks for Personal Use

    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 is the Product Warranty for the Master Lock Bluetooth padlocks and Bluetooth Safe Space lock boxes?

    Category: Bluetooth Padlocks for Personal Use

    A: The Master Lock Bluetooth padlocks and Bluetooth Safe Space lock boxes have a Limited One (1) Year Warranty. Visit masterlock.com for complete warranty details.

    Q: What if my phone's Bluetooth isn't working?

    Category: Bluetooth Padlocks for Personal Use

    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: Are these locks susceptible to Bluetooth "hacking"?

    Category: Bluetooth Padlocks for Personal Use

    A:

    Master Lock utilizes Bluetooth Smart technology to facilitate wireless communication between locks and mobile devices. These locks and lock boxes 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 many locks can I add to my Master Lock Vault eLocks account?

    Category: Bluetooth Padlocks for Personal Use

    A:

    The Master Lock eLocks app and Vault eLocks web interface function best for users with 10 locks or less. The Master Lock Vault Enterprise program has been designed for businesses and organizations that use more than 10 locks and Master Lock suggested upgrading to the Enterprise system to maximize the experience when using higher numbers of locks.

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

    Category: Bluetooth Padlocks for Personal Use

    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: Can the 4400 series be used outdoors?

    Category: Bluetooth Padlocks for Personal Use

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

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

    Category: Bluetooth Padlocks for Personal Use

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

    Category: Bluetooth Padlocks for Personal Use

    A:

    A Master Lock Vault account ensures user credentials are securely deployed and provides enhanced functionality and convenience to the Master Lock Vault app.

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

    Category: Bluetooth Padlocks for Personal Use

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

    Category: Bluetooth Padlocks for Personal Use

    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 2 to 24 hours on the Indoor Padlock (4400), and 2 to 72 hours on the Outdoor Padlock (4401), for the yellow LED to stop displaying on the lock itself.

    Q: How long will the 4400 series battery last?

    Category: Bluetooth Padlocks for Personal Use

    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: What battery does the 4400 series use?

    Category: Bluetooth Padlocks for Personal Use

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

    Q: What battery does the 4401 series use?

    Category: Bluetooth Padlocks for Personal Use

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

    Q: How do I update the firmware on my Bluetooth Padlock when using the Master Lock Vault eLocks platform?

    Category: Bluetooth Padlocks for Personal Use

    A:

    Please follow these steps:

    1. Sign into your Master Lock Vault eLocks account
    2. Select your lock from the "Locks list"
    3. Select "Manage Locks"
    4. Select the Gear icon in the top right corner
    5. Select "About this Lock"
    6. Press the "Download and Install" button
    7. Press the "Install Update" button
    8. Make sure the lock is awake and remain within 2 feet of it while the update installs
    9. You will be notified when the update has successfully completed

     

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

    Category: Bluetooth Padlocks for Personal Use

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

    Q: Can the 4401 series be used outdoors?

    Category: Bluetooth Padlocks for Personal Use

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

    Category: Bluetooth Padlocks for Personal Use

    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: What phones are the locks and lock boxes compatible with?

    Category: Bluetooth Padlocks for Personal Use

    A: The Bluetooth padlocks and Bluetooth Safe Space lock boxes 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: How do I find the Activation Code in the packaging?

    Category: Bluetooth Padlocks for Personal Use

    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: Are these locks or lock boxes susceptible to Bluetooth “hacking”?

    Category: Bluetooth Padlocks for Personal Use

    A:

    Master Lock utilizes Bluetooth Smart technology to facilitate wireless communication between locks and mobile devices. These locks and lock boxes 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: Where can I find the app?

    Category: Bluetooth Padlocks for Personal Use

    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: App Download / Device Compatibility

    Category: Bluetooth Padlocks for Personal Use

    A:

    Download the App

    There are two Master Lock Vault Apps, eLocks version and Enterprise version, please make sure you download the correct version.

    Download on the Apple App Store Android App on Google Play

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

    Category: Bluetooth Padlocks for Personal Use

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

    Q: What if my phone battery dies?

    Category: Bluetooth Padlocks for Personal Use

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

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

    Category: Bluetooth Padlocks for Personal Use

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

    Category: Bluetooth Padlocks for Personal Use

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

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

    Category: Bluetooth Padlocks for Personal Use

    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 or lock box itself.