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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

    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.

    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.

    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 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.

    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.

    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.

    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.

    How do I add or remove guest access to my Bluetooth lock?

    Category: Account Management & Editing Users

    A:

    To add access for a guest:

    1. Open the Master Lock App.
    2. Select the lock you want to update.
    3. Select “Manage Locks” in the upper right corner. You may have to enter your passcode.
    4. Scroll to “Guests” and select “Add a Guest.”
    5. Add a new guest or select an existing guest.
    6. Enter your guest’s contact information and hit “Continue.”
    7. Select your guest’s schedule.
    8. Press “Send Invitation.”

    To revoke guest access, you should first remove the guest from the app:

    1. Open the Master Lock App.
    2. Select the lock you want to update.
    3. Select “Manage Locks” in the upper right corner. You may have to enter your password.
    4. Select the “Delete” Icon.
    5. Select “Revoke Access” to revoke a guest’s access to this lock, or select “Delete” to remove them from all locks. This will send the guest an email notification.

    Then, you should perform the “Reset Keys” function to the lock:

    1. Approach the lock. You cannot reset keys remotely.
    2. Open the Master Lock App.
    3. Select the lock you want to reset.
    4. Select “Manage Lock” in the upper right corner. You may need to enter your password.
    5. Press the “Settings” icon in the upper right corner.
    6. Press “Reset Keys.”
    7. Follow any additional instructions within the app.

    >See Video Instructions
    [Vault Enterprise: Adding, Editing, & Deleting Users]

    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.

    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.

    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.

    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.

    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.

    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.

    Are these locks and lock boxes susceptible to Bluetooth hacking?

    Category: Support for Bluetooth Lock Boxes

    A:

    No. We’ve designed these locks and lock boxes using robust, military-grade authentication and encryption technology. This technology deters sniffing, replay, and manipulation hacks that other Bluetooth locks are susceptible to.

    We contract with independent security professionals to audit our systems regularly. For more information, read our technical documentation.

    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.

    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.

    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.

    Is my phone compatible with Master Lock Bluetooth Lock Products?

    Category: Get Started with Vault Enterprise

    A:

    Our locks are designed to work with devices that use Bluetooth v4.0 and higher. We currently support:

    Apple: iOS 10 or later. iPhone6 or later.
    Android: Version 5 or later.

    Browser: Chrome, Safari, Firefox, and Microsoft Edge.

    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.

    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

     

    My phone was lost or stolen. How do I secure my Bluetooth locks?

    Category: Account Management & Editing Users

    A:

    First, go to masterlockvault.com and change your username and password.


    Then you’ll need to reset all the keys to your locks.

    1. Download the Vault app onto your new device.
    2. Approach the lock or lock box so that you are within range. You cannot reset your keys remotely.
    3. Select the appropriate padlock or lock box from the locks list.
    4. Press “Manage Lock” in the upper right corner. Enter your passcode if prompted.
    5. Press “Settings” in the upper right corner.”
    6. Press “Reset Keys.”

    Follow any additional instructions in the app. Repeat this process for every device connected to the lost or stolen device.

    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.

    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

    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.

    Where can I find the Activation Code for my Master Lock Bluetooth lock box?

    Category: Support for Bluetooth Lock Boxes

    A:

    The activation code for each lock box is in the upper left corner of the instructions provided in the packaging.

    If you have lost the instructions, please visit a Master Lock distributor / 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 bottom of your lock box. US and Canadian distributors can call 866-760-1936.

    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.

    My Master Lock Bluetooth lock box will not re-lock. How can I fix this?

    Category: Support for Bluetooth Lock Boxes

    A:

    If your lock box door will not relock, you will need to unlock the door again using either one of the codes (Primary, Secondary or Temporary Codes) or Bluetooth from the App.

    The lock box will make a clicking noise (one or three clicks may occur) and the ring will turn green to indicate that it has unlocked.

    Then close the door and wait until the unit clicks and the ring flashes blue to indicate the unit has relocked. Then pull firmly on the door to confirm that is locked in place.

    If you are still having issues relocking the lock box, try:

    1. Loosening the top two screws 3 or 4 turns (only for wall mount units).
    2. Looking at the bottom plastic piece inside the bottom of the lock box. If the pin on the right is bent or missing it will not push the sensor letting the lock know the door is closed. You may need to replace the pin.
    3. Changing the battery. The lock box takes a CR123A battery.

    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'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.

    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.

    How do I open my Master Lock Bluetooth lock box?

    Category: Support for Bluetooth Lock Boxes

    A:

    You can open your Master Lock Bluetooth lock box by using Bluetooth or by entering a numeric code on the keypad.

    To open using Bluetooth:

    1. Ensure that you are a registered user in the Master Lock Vault Home or Vault Enterprise app.
    2. Open the app and log in.
    3. Press any key on the lock box keypad. If using the Vault Enterprise app, also press the blue key in the app.
    4. Open the compartment when the light turns green.

    To open using a code:

    1. Enter the code into the keypad.
    2. Open the compartment when the light turns green.

    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.

    Can I update the firmware on my Bluetooth padlock or lock box?

    Category: Account Management & Editing Users

    A:

    You can update the firmware on your Bluetooth product. Follow these steps:

    1. Approach your lock and stay within 2 feet of the lock while updating.
    2. Sign into your Master Lock app.
    3. Select the lock you want to update.
    4. Choose “Manage Locks.”
    5. Press the Gear icon in the upper right corner.
    6. Select “About this Lock.”
    7. Press “Download and Install.”
    8. Press “Install update.”

    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)

    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.

    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.

    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.

    My Master Lock Bluetooth lock box is showing the yellow “Low Battery” light. What should I do?

    Category: Support for Bluetooth Lock Boxes

    A:

    The yellow LED displays when your battery is low. You should replace it with a new CR123A battery.

    If you just replaced the battery, please note that it can take up to 72 hours for the light to turn off.

    How long will the batteries last on my Master Lock Bluetooth lock box? What should I do if the battery dies?

    Category: Support for Bluetooth Lock Boxes

    A:

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

    If the battery does die while closed, you can use an external battery to open 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 CR123A battery.

    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.

    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.

    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.

    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

    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.

    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.

    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 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.