Bluetooth Padlocks for Business FAQs

Q: App Download / Device Compatibility

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

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

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

A:

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

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

A:

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

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.

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: 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: 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 battery does the 4401 series use?

A:

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

Q: What battery does the 4400 series use?

A:

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

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 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: 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: 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: 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: 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 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 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 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
    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 if my phone battery dies?

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

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 find the Master Lock Vault Enterprise Activation Code in the packaging?

A:

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

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

A:

Admins can disable or delete users through the web interface.

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

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

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?

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

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

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: What phones are the padlocks compatible with?

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: 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 app.

Q: Are these locks susceptible to Bluetooth "hacking"?

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 I unlock the padlock without the Master Lock Vault Enterprise 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 or the current Temporary Code on the lock keypad.

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

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

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.

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