How to Fix Issues with the Kevo App

Introduction

This guide will walk you through basic problems you may encounter with your smartphone app for your Kwikset lock.

Some steps will have you performing functions with the lock itself. Make sure you have your regular key available, should something go wrong and the lock fails to respond properly.

? What problems are you having with the app for your lock?

  1. Not working at all
  2. Works intermittently
  3. New Master eKey Device
  4. Problem with lock itself

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This guide will walk you through basic problems you may encounter with your smartphone app for your Kwikset lock.

Some steps will have you performing functions with the lock itself. Make sure you have your regular key available, should something go wrong and the lock fails to respond properly.

To continue, we need to know what Operating System your smartphone or tablet has.

There are 2 main Operating Systems for smartphones currently available, Android and iOS.

Android Smartphone
Android smartphones are produced by multiple companies, such as Samsung, LG, Motorola, HTC, and OnePlus. Example Android home screen.
iOS Smartphone
Apple is the only company that makes iOS smartphones. Example iOS home screen.
  1. Hold down the power button on your Android device.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
  1. Swipe down from the top of the screen.
    Swipe down
  2. Tap the Bluetooth icon to enable it.
    Bluetooth Enabled
    Bluetooth Enabled
    Bluetooth Disabled
    Bluetooth Disabled
  1. Open the Play Store.
    Play Store.
  2. At the top, choose the three bars on the left of the search line.
    Menu option highlighted in Google Play.
  3. Choose My apps & games at the top.
    My app & games option highlighted in Play Store menu.
  4. Choose Update All.
    Update All option highlighted in Play Store Updates.
  1. Open the Kevo or SmartThings app on your phone.
    Kevo Icon SmartThings Icon
     
  2. Make sure you're signed in.
  3. Stand arms length (about 3') away from the detection plate.
  4. Touch your lock.
    picture of touching touching the lock

  5. Make sure the door locks, and unlocks.
  1. Open the Kevo app.
    Kevo Icon

  2. If you are on the My Locks & eKeys page, you should see your lock name. If not, touch the menu button in the top left corner and select My Locks & eKeys.
    screenshot of locks and eKyes

  3. Select the lock you want to calibrate manually.
  4. Go to the settings page (gear symbol in the bottom right corner) and select Calibrate.
    Screenshot of kevo main page with settings icon highlighted Screenshot of settings with calibrate highlighted
     
  5. After reading the page displayed, select Get started. Make sure to read each step in its entirety before continuing to the next.
  6. Remove the battery cover from your lock.
  7. Hold your smart device to the back panel and press the white calibrate button. An image of where this button is located is shown on your screen.
    Picture of holding phone near lock with lock calibrate button highlighted

  8. Once you press the button, your smart device will automatically go to the next screen.
  9. Put the battery cover back on the lock.
  10. Stand outside and close the door. The light ring on the Kevo lock should be solid green.
    Picture of lock with green ring

  11. Put your smart device in the empty front pocket of your pants and stand at an extended arm's reach from the lock.
  12. Touch the outside of your lock. The light ring should spin green. Wait for the light ring to stop spinning, then repeat the touch sequence 2 more times.
    Picture of touching the lock

  13. When you are finished, the light ring will flash green and the Kevo lock will beep 3 times (if sound is turned on). Select Done on the bottom of the screen. Your smart device is now calibrated.
  1. Open the Kevo or SmartThings app on your phone.
    Kevo Icon SmartThings Icon
     
  2. Make sure you're signed in.
  3. Stand arms length (about 3') away from the detection plate.
  4. Touch your lock.
    picture of touching touching the lock

  5. Make sure the door locks, and unlocks.
  1. Open your door.
  2. Extend the latch bolt.
    Latch bolt extended

  3. Slide up the cover to open the back of your lock, exposing the buttons beneath.
  4. Push and hold the reset button for 10 seconds, until the lock beeps.
    Reset button location highlighted on door lock

  5. The light ring will flash red, then spin amber.
    Right light turning on

  6. The lock has now been restored and is ready to be set up again.
  1. Open the Kevo App.
    Kevo Icon

  2. Tap Get Started.
    Screenshot of Kevo program with get started button highlighted

  3. Type in your E-mail and Phone Number. Tap Get Started again.
    Screenshot of setup process with Email address and phone number highlighted

  4. You'll be prompted to check your e-mail to confirm your e-mail address.
    screenshot of conformation prompt

  5. Open your e-mail, and select the Confirm your email link.
    screenshot of email conformation with confirm your email button highlighted

  6. Follow the instructions on the screen to setup your Kevo account.
    screenshot of account setup screen

  7. Go back to the app and log into it using that information.
    screenshot of end of account setup with return to mobile app button highlighted

  8. Tap the + sign.
    screenshot of my locks and eKeys page with add highlighted

  9. Tap Get Started.
    screenshot of lock setup with get started button highlighted

  10. Remove the battery cover of your lock and press the program button.
    Picture of phone on setup screen and inside of lock with program button highlighted

  11. Your eKey is now being setup.
  12. Name your lock and choose your brand, then select Complete Setup.
    screenshot of set up lock with lock name, brand, and complete setup button highlighted

  13. Select OK to complete your lock's setup.
    screenshot of dialog for lock setup with ok button highlighted

  1. Open the Kevo or SmartThings app on your phone.
    Kevo Icon SmartThings Icon
     
  2. Make sure you're signed in.
  3. Stand arms length (about 3') away from the detection plate.
  4. Touch your lock.
    picture of touching touching the lock

  5. Make sure the door locks, and unlocks.

Powering off an iPhone.

  1. Hold down the lock / power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock / power button until you see the Apple logo.
  1. Open Settings.
    iOS Settings.
  2. Select Bluetooth.
    iOS Bluetooth
  3. Ensure that the Bluetooth toggle is in the On position.
    Bluetooth toggle switch highlighted in iOS settings.
  1. When an update is available the App Store will show a red circle next to it. Open the App Store.
    App Store highlighted on iOS screen.
  2. Choose Updates at the bottom, then choose Update All on the top-right.
    Updates and Update All options highlighted in iOS Updates.
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