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FAQ
About Orders
Can I get my order expedited?
Can I modify or cancel my order?
Can I track my order?
Do you ship internationally?
How much is the taxes when shipping to my location?
Still can’t find your question?
How to do return or exhange for online purchase?
About Smart Lock
How do I setup or change the password of my electronic lock?
Are there specific length requirements for setting a password?
What should I do if I lost one of the smart cards or touch keys?
How do I register a key card?
How many cards can be registered in a keycard lock?
I have registered 4 key cards. Why can I use only one card?
How many fingerprints can be registered on a biometric smart lock?
What if the batteries go flat, can I still open the door?
How do I know when to replace the batteries?
How do I replace the battery?
Can I adjust the sound volume of my smart lock?
Under what occasions the alarm in my smart lock will be triggered?
How do I turn off the alarm in my smart lock?
Why my door does not lock up automatically after closing?
What is the manual locking mode?
What is a safe handle?
What is a scramble code?
What is the 3 minute lock up function?
Which Yale smart locks are opened by fingerprints?
Which Yale smart locks are opened by smart cards or contact keys?
Which Yale smart locks are equipped with the manual locking option?
Does Yale has smart lock without handle?
Which finger should I register my fingerprint smart lock?
Can I use a remote controller to operate my smart lock?
How to register a remote controller in my lock?
How do I deactivate the remote controller?
About Digital Safes
My safe is running out of power, how can I open it?
I forgot my PIN code, how can I open the safe?
I forgot my PIN code and lost the key, how can I open the safe?
How to reset/ change the PIN code in my safe?
I lost my mechanical key, how can I get a new one?
Where can I get a spare key made?
I lost my user manual. Is there an electronic copy available for download?
After replacing the battery, do I need to reset the PIN code or fingerprint?
What is a fire safe?
Is a fire safe secure?
About Digital Door Viewer
Product Features
Can I view the video feed from my LOOK at any time?
Where will I see notifications when someone rings the doorbell?
Can more than one person talk to a visitor at once?
Can the visitor at my door see me during two way communication?
Can I store more images if I use a bigger micro SD card?
Is LOOK built to withstand outdoor conditions?
What type of battery does the LOOK use?
How long will my battery typically last?
How long does it take to recharge the Look battery?
Installation and Connection
Do the monitor and camera need to be installed close together?
Can LOOK be installed on a wall?
Will LOOK fit where my current mechanical peephole or door viewer is?
Will LOOK connect to my home network?
Can Look be linked to my existing home doorbell?
Troubleshooting
Why doesn’t my LOOK display any video after install?
Sometimes images of my guests' faces can be very dark, how can I improve this?
Why is my LOOK LED flashing blue and red?
Why is my LOOK LED flashing red and pink?
IP Camera
How do I capture images/video?
I can’t get a 4G/3G connection. My camera only connects via my own Wi-Fi
When an SD Card is inserted does this automatically record?
How do I fix my camera in place?
How do I set up my username/password?
How do I capture images/video?
How do I reset my camera back to factory settings?
How do I perform a hard reset?
Can I link to more than one Dropbox account?
Can I play back images/video?
Do these cameras have two-way audio?
Will my cameras work at night?
Can I view the camera footage from a PC?
Can more than one user log in to the same camera?
What app do I need to use for my Home View Camera?
Does my camera need to be fixed in place?
Do I need to be connected to Wi-Fi?
I cannot connect to the app
I’m having trouble syncing the time with my phone app
I can’t get a 4G/3G connection. My camera only connects via my own Wi-Fi
I’m getting motion detection alerts, but have no recorded footage of the event
I can’t connect wirelessly to my router
I have connected via Ethernet cable but cannot get Wi-Fi to work?
I have forgotten my user account / password
Dropbox settings option is grayed out/not working
What do the network lights indicate?
Smart Home Alarm Starter Kit & Smart Home Alarm Kit & Accessories
How do I add an accessory to my Smart Home Range System?
How can I part arm my alarm?
I haven’t set up my app within the 3 hour set up window. What should I do?
I can’t register my Smart Home Alarm Range System to the app?
How can I add a new user to the system?
Can I add more than one siren to my Smart Alarm?
How many accessories can I add on to my Smart Home Range System?
How loud is external/ internal siren?
How is the external siren powered?
How often will I have to change the batteries in my alarm system?
To what height should I position my PIRs for optimum performance?
What is the maximum movement detection range of a PIR?
Should the orange light flash on my PIR?
I have a shed / garage, will I be able to use a detector in this location?
Can I make my alarm system pet friendly?
How do I install my Yale Smart Home Alarm?
What Yale app do I need to download?
Does my Smart Hub have to be mounted on the wall or free standing on a flat surface?
What do the LED lights mean on my Smart Hub?
My keypad will arm but not disarm the system?
Why can’t I see all my devices on the app?
Why are my devices not learning into my Smart Home Alarm system?
Why does my alarm trigger as soon as I enter my property?
Can I arm downstairs and leave upstairs unarmed?
How do I remove an accessory from my Smart Home Range System?
My PIR is not responding when I arm the system?
My Smart Hub is beeping every 30 seconds and also has an Orange light illuminated
My alarm regularly sounds but there are no messages shown on the app. What is the reason for this?
I keep getting supervision failure
My hub won’t connect to the Internet
FAQ
About Orders
Can I get my order expedited?
Unfortunately we do not offer expedited shipping. We try our best to process your delievey as quickly as possible. Our service team is happy to assist you should you have any questions regarding your order. Please feel free to contact us at support.sg@yalesmart.com .
Can I modify or cancel my order?
If you need to modify or cancel an order, please feel free to contact us at support.sg@yalesmart.com and our service team will be happy to help.
Can I track my order?
After you place an order, we will notify you when it ships. We will also include a tracking number so you may track your shipment at any time or you may check your order status on the "MY ACCOUNT" page after logged in.
Do you ship internationally?
Our site currently only supports shipping to Singapore. For more information, please contact us by e-mail: support.sg@yalesmart.com.
How much is the taxes when shipping to my location?
The listed price with tax included.
Still can’t find your question?
We are more than happy to assist you with any concerns you might have. Please feel free to contact us by e-mail: support.sg@yalesmart.com
How to do return or exhange for online purchase?
Please refer to our Return & Excahnge Policy, for details, please contact our service team by e-mail: support.sg@yalesmart.com
How long it does normally take to ship out the items once payment is made?
We'll process your order within 3 to 5 working days.
About Smart Lock
How do I setup or change the password of my electronic lock?
The password setup for Yale Smart Lock varies with models. In general, there is a setup or reset key on the side of the interior part. For further information, please refer to the respective user manuals. Download the Instruction Guide for Yale Smart Lock.
Are there specific length requirements for setting a password?
In general, a password is consisted of 6-12 numerical digits. In some models, the password length is 4 -10 digits. Please check the User Manual of your Yale Smart Lock.
What should I do if I lost one of the smart cards or touch keys?
If you lose a smart card or touch key, simply invalidate the lost card/ key by re-registering all the remaining keys. The lost key will automatically be disabled and cannot be used again.
How do I register a key card?
The procedures of card registration vary with models. Please refer to the respective User Manual of your Yale Smart Lock
How many cards can be registered in a keycard lock?
A Yale electronic lock can be registered with 20-40 smart cards. Get a Smart Instruction Guide from our Manual Centre.
I have registered 4 key cards. Why can I use only one card?
Please register all cards at one time. If the cards were registered at different times, system will only recognize the last card and disable the previous ones.
How many fingerprints can be registered on a biometric smart lock?
Up to 20 fingerprints can be registered on the same lock
What if the batteries go flat, can I still open the door?
You can either use the mechanical override key (if applicable to your model) to open the door or plug-in a 9V battery to the emergency power supply plate which locates outside the door to provide instant power to the electronic lock.
How do I know when to replace the batteries?
If you hear a low battery warning melody rings or the indicator light blinks in red, it means the smart lock is running low in power. Please replace all batteries when you hear/ see the alert.
How do I replace the battery?
Open the cover of the battery compartment, take out the old batteries, and replace with new 1.5V Alkaline AA batteries. Please replace all batteries at the same time.
Can I adjust the sound volume of my smart lock?
Simply open the battery cover of the lock and you will see a sound adjustment button. The location of the button may vary from model. Please refer to the respective User Manual of your smart lock.
Under what occasions the alarm in my smart lock will be triggered?
There are two types of alarm in Yale smart lock:
1. Alarm on damage of the lock:
When the front body of the lock is damaged due to forced separation or drilling, the alarm will go off.
2. Alarm on break-in:
When someone tries to break-in by force while the door is locked, the alarm will go off.
How do I turn off the alarm in my smart lock?
Turn off the alarm by one of the three options:
- Enter your registered PIN code
- Contact your registered smart card or i-Button key
- Scan your registered fingerprint
Why my door does not lock up automatically after closing?
Please check your lock mode setting.
By default, all smart locks are set to automatic locking mode which detects the door closing and automatically locks the door in a few seconds. However, if it is switch to manual locking, the door will not lock up automatically after closing.
To change the setting, simply open the cover of the battery compartment and press the automatic/ manual button to set your preference.
What is the manual locking mode?
When the lock is at manual locking mode, the door will not lock up automatically after closing. To change the setting, simply open the cover of the battery compartment and press the automatic/ manual button to set your preference.
What is a safe handle?
Yale smart locks are designed with a Safe Handle to protect user from break-in attempts. There is a safety button embedded on the handle and user must press the button together with the handle to open the door. The safety button prevents break-in attempt by drilling holes on the door, inserting string loops from outside and pulling the handle to open the lock.
What is a scramble code?
Yale smart locks are equipped with a scramble code feature to prevent the leakage of password. In practice, user can add some random codes in front or after a registered password when you are concerned about your password being exposed in some situations.
What is the 3 minute lock up function?
If a wrong PIN code/ fingerprint/ smart card is entered for 5 consecutive times, the smart lock will shut down for 3 minutes and cannot be operated. This is a function to prevent vandalism. All Yale electronic locks are equipped with this feature.
Which Yale smart locks are opened by fingerprints?
Currently, the following Yale smart locks support fingerprint entry:
YDR4110+, YDD424+, YDF40, YDM4109+, YDM4109RL+, YDM4115+, YMF40+, YDM7116, YMI70, YDR50G and YDR41
Which Yale smart locks are opened by smart cards or contact keys?
Currently, the following Yale electronic locks support smart card or contact key entries:
YDD324, YDR323, YDR343, YDR3110 and YDM3109+
Which Yale smart locks are equipped with the manual locking option?
Most Yale smart locks are equipped with this function but the setup method may vary from model. For further information, please refer to the Instruction Manual.
Does Yale has smart lock without handle?
Yale electronic locks carried two product lines, the main locks and the auxiliary locks. Not all auxiliary locks are equipped with a handle. These are the locks without handle: YDD324, YDR323, YDR343, YDR3110, YDR4110, YDD424, and YDF40
Which finger should I register my fingerprint smart lock?
Most people register with their index fingers but there is no substantive restriction. We suggest user register fingerprints on both left and right hands.
Can I use a remote controller to operate my smart lock?
Some Yale smart locks can be paired up with a remote controller. Please check with our authorized distributor for details.
How to register a remote controller in my lock?
The registration procedures may vary from models, please refer to the respective Product Manual.
How do I deactivate the remote controller?
The deactivation steps may vary from models, we suggest you to check the respective Product Guide.
About Digital Safes
My safe is running out of power, how can I open it?
You can either use the mechanical override key (for applicable models only) or plug-in a 9V battery to the emergency power supply plate and open the Smart safe.
For some models, the battery case locates outside the safe box and you can replace the batteries directly. Please check the respective Product Manual of your Yale Smart Safe.
I forgot my PIN code, how can I open the safe?
Some Smart safes can be opened with a master code while some have a mechanical key for emergency backup. Please check the User Manual of your Yale Smart Safe.
I forgot my PIN code and lost the key, how can I open the safe?
Please contact our service team at by e-mail: support.sg@yalesmart.com
How to reset/ change the PIN code in my safe?
The PIN setup varies with models. Download the Instruction Guide for Yale Smart Safe.
I lost my mechanical key, how can I get a new one?
You can get a replacement key in most cases, please contact our service team by e-mail: support.sg@yalesmart.com
Where can I get a spare key made?
Please contact our service team by e-mail: support.sg@yalesmart.com
I lost my user manual. Is there an electronic copy available for download?
You can get a Smart User Guide from our Manual Centre.
After replacing the battery, do I need to reset the PIN code or fingerprint?
No, system will keep your PIN code/ fingerprint records.
What is a fire safe?
A fireproof safe is specifically built to withstand intense heat. All Yale fire safes have been thoroughly tested in the factories and by third-party inspection agencies to withstand heat up to 927°C for at least one hour. In case of fire, our fire safes can protect your essential documents and valuable Smart data such as CD ROMs or DVDs.
Is a fire safe secure?
All Yale fire safes are secure and we categorize our safes by functions. Fire Safe is built to resist intense heat and protect your valuable possessions from fire. Security Safe delivers outstanding performance against physical attacks from burglary. The thickened walls, laser-cut doors and motorized lock make it a high performer.
About Digital Door Viewer
Product Features
Can I view the video feed from my LOOK at any time?
You can view a live video feed from your LOOK up to 60 seconds after a doorbell press or motion event.
Where will I see notifications when someone rings the doorbell?
When someone presses the doorbell on your LOOK, you will hear a doorbell chime from the device. You will also get a notification on your smartphone through the LOOK app. You can disable notifications to your phone within the app if you desire.
Can more than one person talk to a visitor at once?
LOOK only supports one live two-way communication session at a time. If a second user attempts to answer a doorbell they will get a notification explaining that the LOOK is already in use.
Can the visitor at my door see me during two way communication?
No, you can see and hear your visitor via the app, but the visitor will only be able to hear you.
Can I store more images if I use a bigger micro SD card?
LOOK stores 5,000 images on the SD card, increasing the size of the card does not increase this limit. Please note the microSD card is required for operation and is provided with your LOOK.
Is LOOK built to withstand outdoor conditions?
The LOOK camera is designed to be fully exposed to rain and dust. The camera is designed to work in temperatures as low as -20 C or -30 F. The monitor is designed for temperatures above freezing.
What type of battery does the LOOK use?
LOOK comes with a rechargeable battery pack. The battery can be recharged while installed in the device or when removed using the provided micro USB cable and a standard 1 amp USB charger from your smartphone or other smart devices.
How long will my battery typically last?
The battery life you’ll experience with Look really depends very heavily on the settings you choose within the app as well as the traffic at your front door. For example, choosing to turn motion detection off, you’ll save quite a bit of battery life. If you choose to have photos taken rather than video, again you’ll save battery. Recharging the Look is very easy – Just pop out the rechargeable battery pack and connect to a power source via the micro USB cable that’s provided in the packaging.
How long does it take to recharge the Look battery?
Depending on your charger, the battery will take a few hours to recharge. Using a charger with less than 1amp output, such as some ports on a computer will cause the charging time to be longer. The battery LED will be green when completely charged.
Installation and Connection
Do the monitor and camera need to be installed close together?
Yes - the monitor and camera are connected by a cable. The monitor must be connected to the camera for it to function. The monitor should sit on the inside of your door, and the camera should be on the exterior side.
Can LOOK be installed on a wall?
This is not an intended install of the Look Door Viewer. Additionally the cable connecting the camera to the monitor is not long enough to support the thickness of a standard wall.
Will LOOK fit where my current mechanical peephole or door viewer is?
In most cases, yes. Look requires a 14mm hole for installation. Newer doors will typically be this size.
Will LOOK connect to my home network?
LOOK requires a 2.4 GHz WiFi network with a password. There may be issues connecting your Look to your home network if the network requires 40 MHz channels or only allows N rate connections, these are advanced settings that are not common.
Can Look be linked to my existing home doorbell?
At this time look cannot be integrated into your current traditional doorbell.
Troubleshooting
Why doesn’t my LOOK display any video after install?
When you first power on your LOOK it will be in WiFi Direct Mode - you need to use the LOOK App to setup the device before it will display video on the screen. Please refer to the LOOK User Manual and App Quick Start Guide.
Sometimes images of my guests' faces can be very dark, how can I improve this?
Sometimes, the position of your home versus the sun can create images where the user's face is dark. You can brighten your visitors' faces by adjusting the daytime video settings. Typically increasing brightness will help this issue, but will cause the background to be less clear. All doors are unique so you may need to adjust the setting more or less based on your opening.
Why is my LOOK LED flashing blue and red?
Blue and red flashing indicates LOOK is in pairing mode. This means you must go through the connection process using the LOOK app. Please refer to the LOOK User Manual and App Quick Start Guide.
Why is my LOOK LED flashing red and pink?
This typically indicates that LOOK is having trouble associating with the WiFi network. Please check the signal strength and that your password for your WiFi has not changed.
IP Camera
How do I capture images/video?
You can save and share images or videos via Dropbox.
You can also take photos and video clips when viewing the live feed in the App.
If you want to save images/video locally on the camera, you will need to have an SD card inserted in the camera.
This is an optional extra and does not come as part of the Home View Camera kit.
I can’t get a 4G/3G connection. My camera only connects via my own Wi-Fi
Please go onto the app, on the home page before accessing the camera, click on ‘About’, then ‘General’ and ensure the option ‘only stream connected to Wi-Fi’ is off.
When an SD Card is inserted does this automatically record?
Yes, however, this is an optional extra and does not come as part of the Home View Camera kit.
How do I fix my camera in place?
Please use the bracket supplied with the kit.
How do I set up my username/password?
You create an account through the Yale Smart Living ‘Home View’ App.
How do I capture images/video?
You can save and share images or videos via Dropbox.
You can also take photos and video clips when viewing the live feed in the App.
If you want to save images/video locally on the camera, you will need to have an SD card inserted in the camera.
This is an optional extra and does not come as part of the Home View Camera kit.
How do I reset my camera back to factory settings?
Complete the reset form on the app.
How do I perform a hard reset?
Delete the camera from your account and then hold the reset button on the bottom of the camera for 10 seconds.
Can I link to more than one Dropbox account?
No, the software will only allow you to upload images to a single account. However, you can then share the folder with other Dropbox users.
Can I play back images/video?
Yes, you can play back through the app but need to have an SD card inserted in the camera which is an optional extra and does not come as part of the Home View Camera kit.
Do these cameras have two-way audio?
Yes they do, you can listen or talk back with the built-in microphone and speaker.
Will my cameras work at night?
Yes, the camera has built-in infrared LED’s (IR).
Can I view the camera footage from a PC?
Unfortunately, this option is not available.
Can more than one user log in to the same camera?
Yes, anyone can log in using the same username/password as the main user.
What app do I need to use for my Home View Camera?
The Yale Smart Living Home View App.
This is available through the App store for IOS or Play store for Android.
Does my camera need to be fixed in place?
Yale’s Home View Cameras can either be fixed in place or freestanding.
Do I need to be connected to Wi-Fi?
No, the camera can also connect using a standard Ethernet cable.
I cannot connect to the app
Please ensure that your router is connected to a 2.4ghz Wi-Fi network and not 5ghz. Press the WPS button on your router and then the one on your camera.
Wait a short while and then try to reconnect.
I’m having trouble syncing the time with my phone app
Please make sure you have updated the app to the latest version.
I can’t get a 4G/3G connection. My camera only connects via my own Wi-Fi
Please go onto the app, on the home page before accessing the camera, click on ‘About’, then ‘General’ and ensure the option ‘only stream connected to Wi-Fi’ is off.
I’m getting motion detection alerts, but have no recorded footage of the event
The alerts are there to prompt you to view via the app for live footage. However, you will not get recorded events until an SD card has been inserted. This will then record 1 minute of footage once motion is detected.
I can’t connect wirelessly to my router
Please use the wired connection initially, and fill in all network options in the settings menu on the app. View live footage for approximately 1 minute and then remove the cable. This will then automatically change to wireless
I have connected via Ethernet cable but cannot get Wi-Fi to work?
Please ensure that your local network credentials have been entered in the network option of the settings menu in the app.
I have forgotten my user account / password
You can reset your password by entering your email address on the Forgot Password form.
Dropbox settings option is grayed out/not working
To use the Dropbox feature you must insert a MicroSD card in the camera.
What do the network lights indicate?
Constant Light – Wired connection
Flashing every 0.2 seconds – Wireless Connection (default)
Flashing every 0.4 seconds – WPS is connecting
Slow flash every 1.0 second – Wi-Fi connected
Smart Home Alarm Starter Kit & Smart Home Alarm Kit & Accessories
How do I add an accessory to my Smart Home Range System?
Accessories can be added to the Smart Home Range System via the app. Go to the menu dashboard, in the drop-down menu select settings, then select devices, select Add New Device, next activate learning mode, then follow the instruction to press the learning button on the device you are adding.
How can I part arm my alarm?
On the home screen, swipe up to fully arm. Swipe down to part arm.
I haven’t set up my app within the 3 hour set up window. What should I do?
Disconnect the power supply from the hub, and switch off the back up battery. Wait 30 seconds and reboot.
I can’t register my Smart Home Alarm Range System to the app?
You have 3 hours from the time you turn on and connect the hub to the Internet to register the app.
How can I add a new user to the system?
Click on the menu icon, then go to settings, select Users, select Account Management, Select Add New Account, enter email address and pin code and save it.
Can I add more than one siren to my Smart Alarm?
Yes, you can add 2 sirens via the Smart Living Home App.
How many accessories can I add on to my Smart Home Range System?
You can add on a total of 20 devices. However a maximum of 6 control or view devices for example, any combination of the PIR Camera, PIR Video Camera or the Power Switch.
How loud is external/ internal siren?
The technical specification is 104 decibels (dBA). The internal siren on the Smart Hub is 100 dBA.
How is the external siren powered?
The siren uses non-rechargeable, D-type alkaline batteries.
How often will I have to change the batteries in my alarm system?
Change batteries in Alarm Systems every 18 months to two years.
To what height should I position my PIRs for optimum performance?
The best height is between 1.8 meters and 2.1 meters above floor level, situated in the corner of the room.
What is the maximum movement detection range of a PIR?
The PIRs will respond to movement of up to 12 meters away and 110 degrees when placed in the corner of a room, movement is detected from floor to ceiling.
Should the orange light flash on my PIR?
The orange light will flash on initialization, when the battery tab is removed.
I have a shed / garage, will I be able to use a detector in this location?
Yes, providing it is within 30m of the Smart Hub. We recommend using the PIR detector to protect the area.
Can I make my alarm system pet friendly?
Yes, Pet PIRs are available from the Yale Store website and other online retailers.
How do I install my Yale Smart Home Alarm?
Please click on the link to view a step-by-step video of how to install a Smart Home Alarm: https://youtu.be/Ix90vmm58aE
What Yale app do I need to download?
Ensure that you’re connected to the Internet and download the Yale Smart Living Home app on your iPhone, or via Google Play Store if you’re an Android user.
Does my Smart Hub have to be mounted on the wall or free standing on a flat surface?
The Smart Hub can either be free standing, vertically or horizontally on a flat surface with access to mains socket and broadband Internet router. Or, it is also suitable for wall mounting – see manual for instructions.
What do the LED lights mean on my Smart Hub?
Top LED Green = Linked to the Server/Internet
Top LED not lit = No link to the Server/Internet
Middle LED Orange = System Fault. Further details can be found in the app
Middle LED not lit = System OK
Bottom LED solid red = System Armed
Bottom LED flashing red = System part Armed
Bottom LED not lit up = System Disarmed
My keypad will arm but not disarm the system?
This is because the key pad hasn’t been initialized. Please remove the keypad from the system in the device settings menu, then initialize the keypad as follows:
Press panic button A, then 0000
The LED will flash continuously on the Key Pad
Press panic button A, followed by 7
Press disarm twice
Re-add the Key Pad to the system in device settings menu in the normal learn mode way
Why can’t I see all my devices on the app?
This is because the app and hub are not synced. To sync these, on the dashboard, select the menu icon, select settings from the drop-down menu, select system information, press and release sms balance twice, at the bottom “refresh panel” will show, click that and it realigns the hub with the app.
Why are my devices not learning into my Smart Home Alarm system?
This could be due to a number of reasons: compatibility, interference, out of range, faulty device, poor Internet connection
Why does my alarm trigger as soon as I enter my property?
This is because your settings via the app are set to do this as a default. To change this, on the dashboard click on the menu icon, then select settings, select devices, select device you would like to change, change the settings among Burglar, Home Omit or Home Access for different alarm trigger settings.
Can I arm downstairs and leave upstairs unarmed?
Yes, PIR detectors upstairs must be set to “Home Omit” allowing movement upstairs without triggering the alarm.
How do I remove an accessory from my Smart Home Range System?
You would remove an accessory using the Smart Living app, first click on the menu icon, then go to the settings, then select devices, swipe right on the device you’d like to remove, select delete, then press a button on the device however on key pad you need to press buttons 8 & 9 at the same time.
My PIR is not responding when I arm the system?
The PIR goes into sleep mode for two minutes. Please vacate the area covered by the PIR for a full 2 minutes before testing.
My Smart Hub is beeping every 30 seconds and also has an Orange light illuminated
This means there has been an alarm activation, or there is a fault in the system. Please fully arm the system, then disarm. If the fault light is still on please go into the app and check if there are any faults with any of the devices.
My alarm regularly sounds but there are no messages shown on the app. What is the reason for this?
Please ensure the tamper spring in the back of the siren is flush against the wall. You can add packing material to compress the spring if needed.
I keep getting supervision failure
Please ensure supervision is disabled in the settings app. First click on the menu icon, then go to the settings, select system settings, next select general configuration, if supervision states 12 hours, select disable, click save as this is not a requirement for this system.
My hub won’t connect to the Internet
Check all wires are connected and your router is connected to the internet, power down the hub including the back up battery and the router, then turn the hub and router back on. Try again to connect.
About Orders
How much is the installation price for Yale Smart Digital Locks?
The price is inclusive installation and 9% GST.
What payment method that I can use?
We accept Paynow/ Paylah!, Nets, Visa, Mastercard, and AMEX (No Cash)
You can safely enter all your payment details via our secure server, which encrypted all submitted information.
Can I modify my order?
No, we do not allow any modifications to an order once it has been placed.
Do you ship internationally?
Currently, you can only purchase products to be shipped to Singapore from Yalesmart.com/sg.
For other country please contact us at support.sg@yalesmart.com
Can I track my Smart Digital lock order?
Unfortunately, we do not offer expedited shipping/ tracking number.
All Yale Smart Digital Locks will be delivered and installed by Yale official installers on the agreed appointment date. Please contact our nearest Yale Smart Shop.
Can I purchase the accessories and safe online and get the item delivery to my house?
We only offer to purchase accessories at the Yale Smart Shop and self-carry.
As for safe, you can make purchase through Yalesmart.com/sg and opt for delivery on selected models upon place order.
Does Yale provide safe disposal services?
No, Yale only provides delivery of new safe.
Can I get installation for Smart Accessories?
No, we do not offer setup, pairing, or installation services for any smart doorbell and camera accessories, except for the DDV1 and Connect Hub Plus 2.
How to setup Yale Smart Accessories?
please visit our Yale Home Singapore YouTube channel.
How are video clips and thumbnails stored?
Note - end users often perceive this as videos randomly deleting.
When in local storage mode (no subscription):
- The camera can only store around 5 minutes of video, once the space is full, the oldest clip is deleted to make space for new clips.
- approximately 3-4 days of videos storage if set to 720p, 20 clips per day, 10 seconds long. If the camera is set to record in 1080P the storage limit is approximately 2 days.
- A snapshot is always uploaded to the cloud for every event (we are not sure how long these are stored for).
- When the user views a video clip, it will be uploaded to the cloud and stored in the cloud for 72 hours. After 72 hours it is deleted from the cloud, if the clip still exists on the camera (i.e. has not been overwritten or deleted) it can be uploaded again (and will be stored for another 72 hours). The clip can also be downloaded from the activity feed to the mobile phone for permanent storage.
- If a clip isn't viewed before the camera runs out of space, it will be deleted from the camera, though its thumbnail snapshot will still appear in the activity feed.
- If clips are deleted from the camera due to space constraints, they cannot be viewed or downloaded from the app.
- When the camera runs out of space, older videos are replaced by newer ones.
How to do return or exchange or cancel order for online purchase?
Please refer to our Return & Exchange Policy, for details.
Still can’t find your question?
We are more than happy to assist you with any concerns you might have. Please feel free to contact us at support.sg@yalesmart.com or click WhatsApp button below to reach out our Yale Smart Shop team.