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PADLOCK SUPPORT

Master Lock® Vault Enterprise

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

    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.

    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.

    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.

    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.

    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.

    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.

    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.

    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.

    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.

    Where can I find the activation code for my Master Lock Bluetooth padlock?

    Category: Support for Bluetooth Padlocks

    A:

    The activation code is on the instruction sheet included in the lock’s packaging.

    1. Remove the lock from the packaging by cutting the two plastic ribs behind the shackle.
    2. Remove the folded instruction sheet from behind the shackle.
    3. You can find the activation code in the top left corner of the instruction sheet.

    If you have lost the instructions, please visit a Master Lock distributor or retailer with your lock box.

    You can ask them to contact Master Lock for the activation code using the ID that is engraved on the back of your lock box.

    US and Canadian distributors can call 866-760-1936.

    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.

    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.

    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.

    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.

    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.

    Are Master Lock Bluetooth & biometric padlocks made for outdoor use?

    Category: Support for Bluetooth Padlocks

    A:

    The 4401DLH and 6400 Series Bluetooth Padlocks and the 4901DLH Biometric Padlock are designed for outdoor use.

    My Master Lock Bluetooth padlock buttons have frozen and I cannot operate it. What should I do?

    Category: Support for Bluetooth Padlocks

    A:

    Hold a gloved hand over the lock for a few moments to melt any ice that got into the button. After the ice melts the lock should function as normal.

    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.

    How long does the battery last on my Master Lock Bluetooth padlock and what should I do if the battery dies?

    Category: Support for Bluetooth Padlocks

    A:

    With normal usage, your lock box’s battery should last 2 years.

    The 4400 uses a CR2450 lithium button cell battery. This battery should last about 2 years with regular use.

    The 4401 uses a CR2 lithium photo battery. This battery should last 5 years with regular use.

    If the battery in your 4401 padlock dies while the lock is locked, use an external battery to operate the lock.

    1. Find the battery jump contacts on the bottom of the lock box.
    2. Hold a new 9-volt battery in place and use your phone to unlock the lock. You can also enter the access code on the keypad.
    3. After opening the lock box, install a new battery.

    --

    If the battery in your 4400 padlock dies while the lock is locked, use a CR2450 battery (the same as inside the lock) to operate the lock.

    1. Hold a new CR2450 battery in the slot with the positive (+) side of the battery facing the front of the lock.
    2. While holding the battery in place, with the authorized mobile device within range of lock, press any keypad button on the lock (if in Wake mode.) If lock does not unlock, enter the Primary Code on the lock keypad.
    3. When unlocked, pull out the battery drawer & install a new CR2430 battery.

    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.

    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.

    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

    What battery does the 4401 series use?

    Category: Bluetooth Padlocks for Business

    A:

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

    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.

    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.

    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.

    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

     

    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.

    How do I replace the battery on my Master Lock Bluetooth Padlock?

    Category: Support for Bluetooth Padlocks

    A:

    The lock lights yellow to indicate that the battery is low. When the battery is low, you can install a new CR2450 battery in the model 4400 and a CR2 battery in the model 4401. With model 6400 you can install a new CR123A battery. Please note that it can take up to 72 hours for the yellow LED to turn off after replacing the battery.

    To replace the battery on your Master Lock 4400 Bluetooth padlock:

    1. Unlock & open the lock.
    2. Pull out the battery door on the bottom of the lock. Remove the old battery.
    3. Install a new CR2450 battery with the positive side (+) facing the back of the lock.
    4. Close the battery drawer & re-lock the lock.

    To replace the battery on your Master Lock 4401 Bluetooth padlock:

    1. Unlock & open the lock.
    2. Remove the bottom rubber covering.
    3. Pull out the battery door on the back of the lock. Remove the old battery.
    4. Install a new CR2 battery with the positive side (+) facing the back of the lock.
    5. Close the battery drawer & re-lock the lock.

    To replace the battery on your Master Lock 6400 Bluetooth padlock:

    1. Use a flat head screwdriver to open the battery compartment on the bottom of the padlock. See the manual for more information.
    2. Remove the old battery.
    3. Install a new CR123A battery with positive and negative sides facing the proper direction.
    4. Close the battery drawer & tighten the screws.

    User Manual
    Complete 4400 / 4401 Bluetooth Lock Manual (PDF)

    Complete 6400 Bluetooth Lock Manual (PDF)

    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.

    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

    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.

    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.

    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.