MASTER LOCK® VAULT ENTERPRISE SUPPORT

The Master Lock Vault Enterprise System is the Platform for Businesses and Users with Many Locks and Many Users. Support in this section is for the Master Lock Vault Enterprise app and web interface which can be identified by the aqua app.

Frequently Asked Questions

    Q: What if my phone battery dies? How can I access my Bluetooth Lock Box?

    Category: Bluetooth Lock Boxes for Business

    A:

    If the phone's 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: Can I unlock the padlock without the app?

    Category: Bluetooth Padlocks for Business

    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 enabled device to utilize the lock box?

    Category: Bluetooth Lock Boxes for Business

    A:

    Your Guest can access the lock without a Bluetooth enabled device by entering a Manual Code on the lock keypad. To assign secondary code access with no expiration:

    1. If not already logged on, open the Master Lock Vault eLocks App and touch the appropriate lock box listed in the LOCKS list.
    2. Touch MANAGE LOCK in the upper right corner of the App.
    3. Scroll down to Secondary Codes and touch CHANGE SECONDARY CODES then follow the App instructions to add up to 5 secondary codes.

    To assign a temporary code access with an expiration:
    1. If not already logged on, open the Master Lock Vault eLocks App and touch the appropriate lock box listed in the LOCKS list.
    2. Touch MANAGE LOCK in the upper right corner of the App.
    3. Touch the Settings Icon in the upper right corner of the App.
    4. Touch SHARE TEMPORARY CODES and then follow the App instructions to share current or future codes.

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

    Category: Bluetooth Padlocks for Business

    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: Do I need a pin or key card to access my lock box?

    Category: Bluetooth Lock Boxes for Business

    A:

    Master Lock Bluetooth Lock Boxes have been designed for ease of use and security. When opening with Bluetooth credentials through the Master Lock Vault APP, no pin code or key card is needed. Primary and secondary codes are only used as an alternative form of entry.

    Q: How long will the 4401 series battery last when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    The 4401 series battery should last 5 years in Touch Unlock Mode with regular use.

    Q: How long will the batteries last on my Master Lock Safe Space Portable or Wall-Mount Bluetooth Lock Box?

    Category: Bluetooth Lock Boxes for Business

    A:

    The Master Lock Safe Space Portable or Wall Mount Bluetooth Lock Box battery should last at least 2 years under normal usage.

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

    Category: Bluetooth Lock Boxes for Business

    A:

    Yes, when a firmware update for your lock box 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: Why does my Bluetooth Lock Box not seem to be functioning properly?

    Category: Bluetooth Lock Boxes for Business

    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: App Download / Device Compatibility

    Category: Bluetooth Padlocks for Business

    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: How many lock boxes can I add to my Master Lock Vault Enterprise account?

    Category: Bluetooth Lock Boxes for Business

    A:

    There currently is no limit to the number of lock boxes you can add to a Master Lock Vault Enterprise organization account.

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

    Category: Bluetooth Padlocks for Business

    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
      6744 S Howell Avenue
      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 phones are compatible with Master Lock Bluetooth lock boxes?

    Category: Bluetooth Lock Boxes for Business

    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: Are these locks susceptible to Bluetooth "hacking"?

    Category: Bluetooth Padlocks for Business

    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: Can the Master Lock Safe Space Portable and Wall-Mount Bluetooth Lock Boxes be used outdoors?

    Category: Bluetooth Lock Boxes for Business

    A:

    Master Lock Safe Space Bluetooth Lock Boxes are designed to withstand outdoor environments.

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

    Category: Bluetooth Padlocks for Business

    A:

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

    Q: How long will the 4400 series battery last when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    The 4400 series battery should last at least 2 years in Touch Unlock Mode with regular use.

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

    Category: Bluetooth Lock Boxes for Business

    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: Can I unlock the padlock without the Master Lock Vault Enterprise app?

    Category: Bluetooth Padlocks for Business

    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 or the current Temporary Code on the lock keypad.

    Q: How do I revoke my lock box's access to a guest?

    Category: Bluetooth Lock Boxes for Business

    A:

    To ensure a guest can no longer access a lock, the lock owner, should 1) Revoke Guest Access or Delete the Guest AND 2) Perform the RESET KEYS function within proximity of the lock.
    1. Under YOUR LOCKS, touch the lock for which you wish to remove a guest.
    2. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
    3. Swipe the guest record to the left.
    4. Touch the DELETE icon.
    5. Select REVOKE ACCESS (to revoke the guest's access to this lock only) or DELETE (to delete the guest from all locks).
    6. Your guest will receive an email notification that their access has been revoked.
    7. Make sure that the owner’s device that is synced to the lock is within proximity of the lock (reset keys cannot be performed remotely).
    8. Select the lock from the LOCKS list.
    9. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
    10. Touch the SETTINGS icon in the upper right corner.
    11. Touch RESET KEYS.
    12. Follow any additional instructions in the APP to save the changes to your lock. This step must be completed for each lock in instances where there is a lost or stolen device.

    Q: Master Lock Safe Space Bluetooth Lock Box will not re-lock. What should I do?

    Category: Bluetooth Lock Boxes for Business

    A:

    This can occur if the door pins of the lock box are left resting against the lock mechanism without being closed. This has fooled the lock into thinking it is closed completely.

    1. Press any button on the lock keypad and when the lock lights green, close the lock and it will light blue when locked.
    2. If using a code to open the lock box, enter the key code provided, when the lock lights green, close the lock and it will light blue when locked.

    Q: What if my lock battery dies?

    Category: Bluetooth Padlocks for Business

    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 phones are the padlocks compatible with?

    Category: Bluetooth Padlocks for Business

    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: How many locks can I add to my Master Lock Vault Enterprise account?

    Category: Bluetooth Padlocks for Business

    A:

    There currently is no limit to the number of locks and lock boxes you can add to a Master Lock Vault Enterprise organization account.

    Q: My 4401 outdoor lock lights green but the lock won't unlock. How do I unlock it using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    If using Bluetooth credentials, 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 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: What battery does the 4400 series use?

    Category: Bluetooth Padlocks for Business

    A:

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

    Q: What if my phone is lost or stolen when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    Contact your admin as soon as possible. Do a password reset from the web or have your admin send you a new password request.

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

    Category: Bluetooth Padlocks for Business

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

    Category: Bluetooth Padlocks for Business

    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: Are these lock boxes susceptible to Bluetooth "hacking"?

    Category: Bluetooth Lock Boxes for Business

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

    Category: Bluetooth Padlocks for Business

    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 if my phone is lost or stolen? What can I do?

    Category: Bluetooth Lock Boxes for Business

    A:

    Reset Keys allows the lock box owner to revoke all Bluetooth® access to the lock, including their own. The owner and all guests will receive updated Bluetooth® credentials on their mobile devices.

    LOST / STOLEN DEVICE NOTE! The owner of a lost or stolen mobile device should first go to the MasterLockVault.com web site and change their username and passcode.
    To Reset Keys, the lock box owner must:
    1. Make sure that the owner's device that is synced to the lock is within Bluetooth® range of the lock box(Reset Keys cannot be performed remotely).
    2. Select the Appropriate padlock or lock box from the LOCKS list.
    3. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
    4. Touch the SETTINGS icon in the upper right corner.
    5. Touch RESET KEYS.
    6. Follow any additional instructions in the APP to save the changes to your lock box. This step must be completed for each lock box the lost or stolen device had access to.

    Q: What if my phone battery dies when using the Master Lock Vault Enterprise platform?

    Category: Bluetooth Padlocks for Business

    A:

    If the phone battery dies, the lock or lock box can be unlocked via Bluetooth or by entering the Primary Code on the lock keypad.

    Q: How do I remove the shackle from the portable lock box?

    Category: Bluetooth Lock Boxes for Business

    A:

    The Master Lock SafeSpace Portable Bluetooth Lock Box shackle can be opened using Bluetooth credentials or by entering a numeric code in the key pad.

    To open using Bluetooth credentials:
    1. Make sure that the user has followed the instructions for "How to Register and Add Your Lock" or has been granted shackle access by the owner and has accepted an invitation to access a lock box.
    2. Make sure that your Master Lock eLocks App is open and the user is logged in to the App.
    3. Touch MANAGE LOCK in the upper right hand corner and enter your password or code if prompted.
    4. Wake the lock by pressing any key on the lock box key pad.
    5. Touch OPEN SHACKLE.
    6. When the lock box lights green, pull the shackle straight up and away to remove within 5 seconds.

    To open manually using a traditional code:
    The lock box shackle can be removed using the primary code which is found in the App and upper right corner of the Instruction Sheet.

    1. Simultaneously press the clear button and first number in the Primary Code.
    2. Release the clear button and first number of the primary code, and then enter the remaining numbers in your primary code.
    3. When the lock box lights green, pull the shackle straight up and away to remove within 5 seconds.

    Q: How do I update the firmware on my Bluetooth Lock Box?

    Category: Bluetooth Lock Boxes for Business

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

    Category: Bluetooth Padlocks for Business

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

    Category: Bluetooth Padlocks for Business

    A:

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

    Q: Where can I find the app?

    Category: Bluetooth Padlocks for Business

    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: Where can I find the Master Lock Vault Enterprise app?

    Category: Bluetooth Padlocks for Business

    A:

    The app is available in the Apple App Store and the Google Play Store. Click below or search for "Master Lock Vault Enterprise" in the app stores. There are two Master Lock Vault Apps, please make sure that you download the Enterprise version.


    Download on the Apple App Store Android App on Google Play

    Q: What if my Master Lock Safe Space Portable or Wall-Mount Bluetooth Lock Box battery dies?

    Category: Bluetooth Lock Boxes for Business

    A:

    If the battery dies while the lock box is closed, it can be unlocked using an external battery.

    1. If battery dies in locked position, locate battery jump contacts on the bottom of the lock box. (show illustration)
    2. Hold a new 9-volt battery underneath the lock box with the positive (+) and negative (-) terminals pressed against the jump contacts.
    3. While holding the battery in place, with an authorized mobile device within range of the lock box, press any keypad button on the lock box. If lock does not unlock, enter Primary Access Code on the lock box keypad.
    4. When lock box is opened, install a new CR123A battery.

    Please note that after installing a new battery, the low battery icon will no longer display in the App after the lock box and App communicate with each other. However, it will take between 2 and 72 hours for the yellow LED to stop displaying on the lock itself.

    For further help, please watch the video at the following link: How to Change the Battery

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

    Category: Bluetooth Padlocks for Business

    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: How do I open the Master Lock Safe Space Portable and Wall-Mount Bluetooth Lock Boxes key compartment?

    Category: Bluetooth Lock Boxes for Business

    A:

    Master Lock SafeSpace Portable and Wall Mount Bluetooth Lock Boxes can be opened using Bluetooth credentials or by entering a numeric code in the key pad.

    To open using Bluetooth credentials:
    1. Make sure that the user has followed the instructions for "How to Register and Add Your Lock" or has accepted an invitation from a lock owner.
    2. Make sure that your Master Lock eLocks App is open and the user is logged in to the App.
    3. Wake the lock by pressing any key on the lock box key pad.
    4. When the lock lights green, open within 5 seconds.

    To open using a traditional code:
    The lock box can be opened using the primary code, a secondary code, or a temporary code, all of which are found in the App or distributed from the App.

    1. Enter the code into the lock box keypad.
    2. When the keypad lights green open the lock box by pulling on the door tabs.

    Q: How do I revoke access to a User in Master Lock Vault Enterprise?

    Category: Bluetooth Padlocks for Business

    A:

    Admins can disable or delete users through the web interface.

    Q: What is the product warranty for Master Lock Safe Space Portable and Wall-Mount Bluetooth Lock Boxes?

    Category: Bluetooth Lock Boxes for Business

    A:

    The Master Lock Safe Space Bluetooth Lock Boxes have a Limited One (1) Year Warranty. Visit masterlock.com for complete warranty details.

    Q: How do I accept an invitation to access a Master Lock Safe Space Portable or Wall-Mount Bluetooth Lock Box?

    Category: Bluetooth Lock Boxes for Business

    A:

    The Master Lock Safe Space Bluetooth Lock Boxes are designed so that the user can gain access using Bluetooth credentials using a smart phone or by using a traditional manual code entered into the key pad.
    1. The owner logs on to the Master Lock eLocks APP and follows the directions to ADD A GUEST, which results in an invitation being sent.
    2. Open the link in the invitation.
    3. Follow the prompts to either log into an existing Master Lock Vault account or create a new account.
    4. The host will receive an email confirmation that you have accepted the invitation.
    5. You will see the new lock under LOCKS SHARED WITH YOU in the APP and in their Master Lock Vault account.

    Q: How do I add a guest to my Master Lock Safe Space Portable and Wall-Mount BLE Lock Boxes?

    Category: Bluetooth Lock Boxes for Business

    A:

    You can share access to your lock with friends, family or colleagues.
    To provide Bluetooth access:
    1. To enable your guests to access your lock box, open the Master Lock Vault eLocks APP.
    2. Select the lock to which you would like to provide guest access from the Locks list.
    3. Touch MANAGE LOCK in the upper right corner. Enter your passcode, if prompted.
    4. Scroll down to GUESTS and touch the ADD A GUEST icon in the upper right corner.
    5. Select the Appropriate option to choose an existing guest or add a new guest.
    6. Follow the prompts to enter your guest's contact information and then touch CONTINUE
    7. Select your guests’ schedule: UNLIMITED (24/7), DAY (7 am to 7 pm), or NIGHT (7 pm to 7 am)
    8. Touch SEND INVITATION
    9. You will receive a confirmation that an invitation has been sent.
    10. Once your guest opens the link in their invitation, they will be prompted to either log into their Master Lock Vault account or create a new account.
    11. You will receive an email confirmation that they have accepted the invitation.
    12. Your guest will see your lock under LOCKS SHARED WITH YOU in their APP and in their Master Lock Vault account.

    Q: What if my phone's Bluetooth isn't working to access my lock box?

    Category: Bluetooth Lock Boxes for Business

    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 re-launch the App.

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

    Category: Bluetooth Padlocks for Business

    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: The clear button on my Master Lock SafeSpace Portable or Wall-Mount Bluetooth Lock Box is now yellow instead of blue or green. What is causing this?

    Category: Bluetooth Lock Boxes for Business

    A:

    When the Master Lock SafeSpace Portable and Wall Mount Bluetooth Lock Boxes are low on power, you will be notified in three ways: an email notification, a warning in the App, and by a yellow light on the lock box.

    To change the battery:
    1. Open the lock box door.
    2. With a flat head screwdriver, open the battery compartment located behind the door of the lock box.
    3. Remove the battery and replace it with a new CR123A battery. Make sure to position the positive and negative terminals properly, as indicated on the door of the battery compartment.
    4. Once installed close the battery door and tighten the screw.

    Q: How do I find the Master Lock Vault Enterprise Activation Code in the packaging?

    Category: Bluetooth Padlocks for Business

    A:

    The activation code is on the Instruction Sheet included in the box with the lock.

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

    Category: Bluetooth Padlocks for Business

    A:

    The app will notify you that a firmware update is required. Firmware updates require you to remain within Bluetooth range of the lock throughout the process. Select OK and allow the app to update the firmware. The app will update you once the firmware update is complete.

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

    Category: Bluetooth Padlocks for Business

    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: How do I obtain an Activation Code for my Bluetooth Smart 5440 or 54401 lock box?

    Category: Bluetooth Lock Boxes for Business

    A:

    The Activation Code is provided with each lock or lock box in the upper left corner of the instructions. The instructions are included in the lock or lock box package.

    If you have lost, or no longer have the instructions, Visit a Master Lock distributor/retailer.
    1. Bring the lock to a Master Lock distributor or retailer. The lock must not be attached to anything.
    2. 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 or on the bottom of the lock box 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.

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

    Category: Bluetooth Padlocks for Business

    A:

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

    Q: What battery does the 4401 series use?

    Category: Bluetooth Padlocks for Business

    A:

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

    Q: Can the 4401 series be used outdoors?

    Category: Bluetooth Padlocks for Business

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

    Category: Bluetooth Padlocks for Business

    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: What if my phone battery dies?

    Category: Bluetooth Padlocks for Business

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

    Category: Bluetooth Lock Boxes for Business

    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: What is the size and clearance of the Master Lock Safe Space Portable Bluetooth Lock Box shackle?

    Category: Bluetooth Lock Boxes for Business

    A:

    The Master Lock Safe Space Portable Bluetooth Lock Box shackle is .394" in diameter and offers 1.8" vertical clearance and 1.40" horizontal clearance.

    Q: How do I find the Master Lock Vault Enterprise Activation Code in the lock box packaging?

    Category: Bluetooth Lock Boxes for Business

    A:

    The activation code is included in the Instruction Sheet included in the box with the lock.

    Q: What batteries do the Master Lock Safe Space Portable and Wall-Mount Bluetooth Lock Boxes use?

    Category: Bluetooth Lock Boxes for Business

    A:

    Master Lock Safe Space Bluetooth Lock Boxes come with an installed C123A lithium battery.

    Q: How do I move a lock from Master Lock Vault eLocks to Master Lock Vault Enterprise?

    Category: Bluetooth Lock Boxes for Business

    A:

    You can move a lock by first deleting it in eLocks and then logging into your Master Lock Vault Enterprise account and following the standard process to add a lock. To complete the addition, you will need to pay a one-time upgrade fee, which can be completed via the website.

    1. Log into your Master Lock Vault eLocks account via the website
    2. View the desired device detail screen
    3. Click the “Delete” button at the top of the screen
    4. Important: Copy the provided Device ID and Activation Code provided
    5. Log into the Master Lock Vault Enterprise website. If you have not yet created an account, do so now.
    6. Follow the process to add a lock
    7. Follow the prompts provided to complete the paid upgrade process to enable Master Lock Vault Enterprise for your lock