• Kevo General FAQs

  • Kevo App Troubleshooting In IOS 11

    There exists an issue in iOS 11 that might leave Kevo app unresponsive to any Bluetooth (BLE) connectivity including TTO, In-Home Lock, and DBU Enrollment.

    Performing an app uninstall followed by reinstall results in Bluetooth going into a non-responsive state. As troubleshooting steps often require USERS to reinstall the app, this issue might manifest itself frequently.

    While we are waiting for a fix from Apple, if ever a USER uninstalls/reinstalls the Kevo app they should perform one of the following workarounds

    1. Power cycle approach:

    • Delete the Kevo app
    • Restart the iPhone
    • Install the Kevo app from the App Store
    • Run the Kevo app, login and accept permissions - all Bluetooth functions should operate

    2. Restart app approach:

    • Delete the Kevo app
    • Install the Kevo app from the App Store
    • Run the Kevo app, login and accept permissions
    • Shut down the app
    • Run the Kevo again - all Bluetooth functions should operate

    NOTE: We recommend for customers experiencing unresponsiveness of the Kevo app to update to iOS 11.2. We have tested iOS 11.2 and confirmed improvements in Bluetooth functionality.

  • Does Kevo Include Wesier's SmartKey Re-Key Technology?

    Yes, Kevo includes Wesier's SmartKey Re-key technology that allows you to re-key your SmartKey locks as frequently as you wish while maintaining the highest level of security.

    How to rekey

    Learn more

  • What If My Smart Device Gets Lost Or Stolen?

    Logging into your account from another smart device will log you out of your account on your lost or stolen smart device, and will disable all eKeys on it. You can also disable your lost or stolen device using the mykevo.com web portal.

  • Is Kevo Smart Lock, 2nd Gen More Secure Than The Original Kevo Smart Lock?
    Kevo Smart Lock, 2nd Gen is a far more advanced smart lock than the original Kevo Smart Lock. It is BHMA grade 2 certified and UL listed and with that it is very secure product for residential security. It also features advanced smartkey technology. However, all Kevo Smart Lock products feature military grade PKI encryption, dual-factor authentication and the convenience of ekey management with the Kevo app that allow you to control and monitor who has access to your home.
  • How Can I Reset My Kevo Smart Lock?

    For your convenience, we've created an easy to follow interactive guide on how to perform a factory reset.

    If you wish to reset your Kevo, press and hold down the reset button for 10 seconds until the lock beeps and the lock face LEDs flash red.

    Interior Kevo

    Note: You will need to re-enroll your Owner phone and fobs, and you will need to resend eKeys to your Kevo users. Your eKeys never expire, so you will still be able to send them after a reset.


    Smart devices:

    After a system reset, you will need to re-enroll and calibrate your Owner phone. You will still be able to send eKeys to anyone who previously had an active eKey at the time of reset.


    Fobs:

    After a system reset, all fobs will need to be re-enrolled and calibrated.

    1.Press and release the fob’s enroll button. The fob’s LED will begin to blink green.

    fob

    2.Press and release the Program button
    https://www.kwikset.com/Images/Kevo/FAQs/kevo_fob2.jpg

    interior kevo

    3.Hold the fob close against the back panel. The fob’s LED will begin to blink faster. When it turns solid green, the fob is successfully enrolled.
    interior kevo and fob

    Bring your fob and standard key outside with you and test to make sure that Kevo is communicating with your fob to lock and unlock. If the fob will be used frequently in your Kevo system, it is highly recommended that you perform the calibration process for added security.

    Tags: Factory Reset, System Reset, Reset, Delete Smart Phone, Delete Fob, Pairing Failure, Pairing problems, Unable to pair,

  • Why Is The Light On The Interior Blinking?

    The light shows the status of the Kevo smart lock. It’s a very helpful feature that allows you to i.e. see from across the room if your door is unlocked and you can lock it with your smart phone right from your couch.


    Green: Kevo is unlocked
    Amber: Kevo is locked
    Red: Batteries are running low and Kevo is alerting you to “change the batteries"

  • How Do I Enable Auto-Locking For Kevo Generation Contemporary?

    The default setting is OFF for auto-locking. Remove your interior cover and locate the small switches on the back of Kevo 2nd Generation. Put Switch #4 (farthest on the right) in the UP position. That will enable auto-locking. When enabled Kevo 2nd Generation will automatically throw the bolt after 30 seconds.

    Attention! With these feature enabled, it is possible to lock yourself outside if you don’t have an enrolled smartphone, Kevo fob or standard key with you.

  • Is Kevo 2nd Generation Contemporary Compatible With The Apple Watch?
    Yes – Kevo works with the Apple Watch. The Apple Watch will only display notifications from Kevo to instantly inform on who comes and goes. There is no Watch app needed to receive notifications.
  • What Security Features Are Implemented In Kevo 2nd Generation Contemporary?
    It is BHMA grade 2 certified and UL fire rated for 30 minutes which is a very secure product for residential application. Also the cylinder features advanced smartkey technology. Additionally, all Kevo products feature military grade PKI encryption, dual-factor authentication and the convenience of eKey management with the Kevo app that allow you to control and monitor who has access to your home.
  • Kevo Will Only Unlock Or Lock When I Hold My Device Very Close To The Deadbolt – What’s Wrong?

    Kevo learns where you keep your device on you. If you keep your device consistently close to the lock it will learn this location and you may experience that its activation range is close to the lock. If you would like to change that and ‘relearn’ the activation range you can do the following:

    1. Remove the interior cover
    2. Quickly push the “B” (Positioning Technology) button once – do not hold. You will see a green flash, confirming that you are resetting the activation range.
    3. Perform the calibration steps (10locks/unlocks) as outlined in the interactive guide.

    https://www.kwikset.com/support/guides/kevo-activation-range/#target=0

  • Are There New Features In The Kevo Contemporary Compared To Kevo 2nd Generation Traditional?
    Kevo Contemporary shares the same smaller and sleeker interior as the Traditional version. Furthermore it is BHMA Grade 2 certified and UL listed for best residential security. In addition, the 2nd Generation Contemporary also features an updated interior window along with a battery pack that allows easier battery access and replacement.
  • What Does Smart Door Intelligence Mean?
    Your Kevo Contemporary and Kevo Smart Lock, 2nd Gen comes with an Accelerometer and Magnetometer. This means when you brush the door on your way in, it will not activate your lock while in motion.
  • Is My Deadbolt Compatible With Kevo Convert?

    Kevo convert is compatible with Kwikset, Weiser, Baldwin Prestige, Baldwin Reserve, Baldwin Estate, and Schlage. Click the brand below for a list of models Kevo Convert is compatible with. 

    Kwikset
    Weiser
    Baldwin Prestige
    Baldwin Reserve
    Baldwin Estate
    Schlage

    To download a complete list of confirmed compatible products, click here.

    Other standard deadbolts may also be compatible. Please call Kevo Support at 1-800-327-LOCK (5625) if you have any questions.

    Kwikset

    Deadbolts

    158
    660
    660M
    780
    816
    980
    980AUD
    993

    Combo Packs

    991

    Handlesets

    Amherst
    Arlington
    Ashfield
    Chelsea
    Austin
    Avalon
    Hawthorne
    Montara
    Shelburne
    Tavaris
    Wellington
    Belleview
    Dakota

    Weiser

    Deadbolts

    GD9471
    GDC9471
    GCD9471
    GCD9571
    SSD9471
    9471-K3 (SQT)
    9471-K3 (RDT)

    Door Handles

    Acacia
    Amherst
    Ashfield
    Augusta
    Avalon
    Bingsley
    Brentridge
    Colonnade
    Columbia
    Davenport
    Grayson
    Hawthorne
    Heritage
    Longbourn
    Monaco
    Pemberly
    Tavaris
    Whistler
    Shelburne

    Baldwin Prestige

    Deadbolts

    380

    Entrance

    Avendale Alcott
    Avendale Carnaby
    Avendale Tobin
    Bighorn Handleset
    Medina Handleset
    Nautica Handleset
    Pistoria Handleset
    Segovia Handleset
    Spyglass Handleset
    Wesley Alcott
    Wesley Carnaby

    Baldwin Reserve

    Deadbolts

    All single cylinder deadbolts

    Entrance

    Adirondack Handleset
    Chesapeake Handleset
    Columbus Handleset
    Cottonwood Handleset
    Del Mar Handleset
    Elizabeth Handleset
    Elkhorn Handleset Fairbanks
    Handleset Kodiak Handleset
    La Jolla Handleset
    Longview Handleset
    Miami Handleset
    Napa Handleset
    New Hampshire Handleset
    Santa Cruz Handleset
    Seattle Handleset
    Westcliff Handleset

    Baldwin Estate

    Deadbolts

    8011
    8031
    8041
    8220
    8231
    8237
    8241
    8244
    8250
    8252
    8254
    8285

    Entrance (Tubular products only)

    Bethpage Knob Sectional Trim
    Canterbury Knob Sectional Trim
    Canterbury Lever Sectional Trim
    Glennon Escutcheon Trim
    Logan Knob Sectional Trim
    Logan Lever Sectional Trim
    Logan Sectional Trim
    Madison Knob Sectional Trim
    Madison Lever Sectional Trim
    Minneapolis Sectional Trim
    Nantucket Escutcheon Trim
    Palm Springs Sectional Handleset
    Soho Sectional Trim

    Schlage

    Deadbolts

    B360N
    B560P
    B60N
    B660P6
    B760P

  • What Is Kevo's Warranty?
    Your Weiser Kevo products are backed by one of the most comprehensive warranty programs available. You can feel confident that with the purchase of Weiser you have selected the best quality product, backed by the best customer service available. Your Weiser Kevo deadbolt product comes with a lifetime mechanical and finish warranty along with a 1 year electronic warranty to the original residential user of the product against defects in material and workmanship as long as the original user occupies the residential premises upon which the product was originally installed. This warranty does not cover scratches, abrasions, deterioration due to the use of paints, solvents or other chemicals, abuse, misuse, or product used in commercial applications. The Weiser Kevo fob product includes a 1 year electronic warranty. Upon return of a defective product to Weiser Corporation, Weiser may repair or replace the product with a new or refurbished product at Weiser ’s sole discretion. Any product that has been repaired or replaced under this limited warranty will have a warranty coverage for the longer of ninety (90) days or the remaining original warranty period. Weiser is not liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above exclusion may not apply to you. This warranty gives you specific legal rights and you may also have other rights that vary from state to state.

    If any of your Weiser Kevo products require warranty support, please call us at 1-800-327-LOCK (5625) in the U.S. and Canada. For customers outside of the U.S. and Canada, claims under this warranty must be made only to either the place of purchase or to the listed importer
  • What Door Thickness Will Kevo Fit On?
    Kevo is compatible with doors that are 1-3/8" or 1-3/4" thick.
  • Kevo Technical Bulletin: Touch Sensor (11/08/2013)
    For a small number of purchasers, installation was not a success because Kevo’s “Touch to Open” feature did not function properly.  We have investigated and corrected the problem in our manufacturing operations for all units now shipping!
     
    This issue was related solely to the initial set-up of a Kevo. If the touch to open feature of your Kevo is working (i.e. the Kevo ring lights up when lock is touched) you can be confident your unit was not affected by this issue and there is no need for action.
     
    If you have not yet installed your Kevo and want to test to see if your product was affected by this issue, please follow these instructions: Touch To Sense Test.
     
    If you are currently experiencing touch-to-open issues (i.e. the Kevo ring does not light up when the lock is touched, we are here to help!  Please contact our Kevo Support Team and we will be happy to assist you. 
     
    Delivering great products that provide an outstanding customer experience is of the utmost importance to our company. We are committed to making sure that our Kevo product gives you the functionality and convenience you expect.
  • What Does The Single Flash Of Amber Light On The Light Ring Mean?
    A single amber flash of the light ring means that Kevo has successfully locked.
  • What Does The Double Flash Of Green On The Light Ring Mean?
    A double green flash of the light ring means that Kevo has successfully unlocked.
  • What Do The Different Colors Of The Status LED On The Inside Mean?

    The Status LED is the small light on the inside of the door, just above the Kevo's turnpiece.  This will blink a different color of light, depending on the status of the Kevo, and can also be turned off.

    RED STATUS LED - Kevo's batteries are low and need to be changed
    AMBER - Kevo is locked
    GREEN - Kevo is unlocked

    TO TURN THE STATUS LED OFF:

    1.  Remove the battery cover.

    2.  Move the first switch (on the far left) to the off (down) position.

  • Kevo will work if you are talking on the phone, provided that your Kevo app is running in the background and your Bluetooth is on. 09/13/2016-Important message to Kevo owners regarding iOS 10

    Kevo will work if you are talking on the phone, provided that your Kevo app is running in the background and your Bluetooth is on.

    09/13/2016-Important message to Kevo owners regarding iOS 10

  • Will Kevo Work If I Have Gloves On?
    The Kevo lock was not designed for use with gloves, however, it can be used with thin gloves.
  • Will My Lock Work In The Winter?
    Yes, Kevo was designed to operate in very warm and very cold weather. 
  • What If My Door Gets Rained On?
    Kevo is just as weather resistant as a normal deadbolt, however under extreme conditions, excess water on the deadbolt may activate the capacitive touch sensing, which may lead to a reduction in battery life. 
  • Can I Manually Lock/Unlock My Door?
    This feature will become available with Kevo Plus.
  • Does The Door Automatically Lock Behind Me?
    The door will not automatically lock behind you. When touched, the lock will only engage when an authorized smart device or Kevo fob is within range or the Triple Touch Lock feature can be used to lock the door if don't have an eKey.
  • If My Smart Device/Kevo Fob Is Inside But Located Near The Door, Can Someone Activate Kevo And Unlock The Door?

    The Kevo lock has a unique inside-outside sensor that detects if the authorized user is inside or outside the house. Performing the calibration process on your smart device or Kevo fob will enable this feature.  This will reduce the risk of accidental unlocking by an unauthorized user outside.

    Certain home configurations may impede the Kevo lock’s sensor more than others. Example: Your home office is located next to your entryway, and part of the office extends past the front door, jutting into the front yard. If your device is being actively used in that office extension, the Kevo lock’s sensor could possibly detect the device as being outside of your home while that device is in active use.

  • How Is Kevo Powered?
    Kevo requires 4 AA batteries (included) which should last about 1 year. Kevo does not require a hardwired electrical connection. 
  • How Will I Know When To Change The Batteries In My Lock?

    Kevo will notify you when the batteries are low via your Kevo app and by the Status LED flashing red. The Kevo will also display two red lights at the top of the light ring when you lock or unlock it. 


    TO CHANGE THE BATTERIES:

    1. Remove the battery cover.

    2. Pull the battery pack out of the lock.

    3. Remove the old batteries and replace them with new ones, take care to orient them properly. Do not use a combination of old and new batteries.

    4. Put the battery pack back in the lock, making sure the word "DOOR" on the pack is at the top with the arrows pointing toward the door. Reinstall the battery cover.

  • What's The Difference Between The Passcode And Password In The Mobile App?
    The password is used to log in to the mobile app. You will rarely need to enter your password because the app will normally be running in the background of your smart device. The passcode is a four-digit PIN, and it is an optional, added-security feature that you can enable inside the app. Enabling the passcode will require you to enter it whenever you access the app, and provides extra protection and security for your Kevo account against unauthorized changes when your smart device is unlocked.
  • How To Change Your Kevo Account Password

    TO CHANGE YOUR KEVO ACCOUNT PASSWORD USING THE MOBILE APP

    1.  Log in to your Kevo mobile app.

    2.  Go to Menu > Settings > Security Settings > PASSWORD

    3.  Enter your current and new passwords in the appropriate boxes on the screen then tap the "CHANGE PASSWORD" button at the bottom of the screen.

    TO CHANGE YOUR KEVO ACCOUNT PASSWORD USING THE WEB PORTAL

    1.  Log in to your Kevo account at www.mykevo.com.

    2.  Click the Settings icon (it looks like a gear) in the upper right corner, then click on "Change Password" in the menu that drops down.

    3.  Enter the current and new passwords in the appropriate boxes, then click the "UPDATE PASSWORD" button.

    NOTE:  Your password must be at least 8 characters in length and contain at least one letter and one number.  You will use the same user name and password to log into both the Kevo web portal and mobile app.

  • How To Change The Name Or Phone Number On Your Kevo Account

    TO CHANGE THE NAME OR PHONE NUMBER ON YOUR KEVO ACCOUNT USING THE MOBILE APP:

    1.  Log in to your Kevo mobile app.

    2.  Go to Menu > Settings > Edit My Details

    3.  Type in your new first and last name and/or the new phone number you wish to use, then tap the "SAVE" button at the bottom of the screen.

    TO CHANGE THE NAME OR  PHONE NUMBER ON YOUR KEVO ACCOUNT USING THE WEB PORTAL:

    1.  Log in to your Kevo account at www.mykevo.com.

    2.  Go to Settings > Edit My Details

    3.  Type in your new first and last name and the new phone number you wish to use, then click the "UPDATE MY PROFILE" button.

    NOTE:  This will also change your name on other users' accounts if they have shared eKeys with you or have access to the same locks.

  • Can I Turn Off The Beeping Sound On My Kevo?

    The Kevo is factory set to beep, but you can turn off the beeping sound.

    To turn the beep feature off:


    1.  Remove the battery cover.

    2.  Move the Audio switch (the switch with a speaker icon over it) to the OFF (downward) position.

    3.  Reinstall the battery cover.

  • Can I Change My Username?
    In order to change your email address, you must set up a new account and confirm your email address.  You can do this on the mobile app, after logging out, by selecting the "GET STARTED" button on the home screen and following the prompts, or by going to www.mykevo.com and registering.
  • Will Kevo Smart Lock Work If There Is An Internet Outage?

    Yes. Kevo Smart Lock does not require a data connection to lock/unlock with an Anytime eKey or a fob.

    A data connection is required for initial account setup, signing into your Kevo account as well as Guest and Scheduled eKeys. Other features such as sending eKeys and receiving notifications will only work when you have a data connection. Connected cloud features, i.e. Nest Thermostat, Honeywell Thermostat require a data connection, too.

  • Will Kevo Work If There Is A Power Outage?
    Yes. Kevo relies solely on battery power, so a power outage will have no effect on Kevo. 
  • Can I Use Rechargeable Batteries?
    We recommend alkaline battery to be used with Kevo and not rechargeable batteries.
  • If I Change The Batteries In My Kevo Smart Lock Will I Have To Re-Enroll Smart Devices Or Fobs And Resend Everyone EKeys?
    No. Kevo Smart Lock stores all information in memory so that when batteries are reinstalled, Kevo Smart Lock will return to the state that it was in before the batteries were removed.
  • Can Kevo Notify Me When It Is Locked/Unlocked?
    The mobile app can send notifications when Kevo is locked/unlocked by an internet connected smart device.
      At this time, Kevo cannot send notifications when a Kevo fob is used to lock/unlock, but this feature will be available in the future.
  • Can I See Who Enters/Leaves And When?

    The Owner or an Admin for that lock will be able to see the latest history information when the phone is within Bluetooth range of the lock or if a Kevo Plus is connected.
    Both the mobile app and web portal contain a history that details when and by which eKey the Kevo is locked/unlocked.
    Go to My Locks & eKeys, select the lock and choose the history icon at the bottom of the screen.

    MOBILE APP:

    Go to My Locks & eKeys > (select a lock) > History icon (second tab from the right on the bottom of the screen)

    WEB PORTAL:

    From your My Kevo homepage, click on the "History" icon (on the top bar, second from the right)

  • Can I Lock/Unlock My Door Remotely?
    This feature is currently not available.

  • Weiser Kevo Return Policy
    Weiser is committed to providing the best product experience with your Weiser Kevo purchase. In the event of a product defect, Weiser provides two options for replacement, Advanced Exchange or Receive/Ship.
     
    Advanced Exchange:
    For all qualified replacement requests, Weiser will immediately send a replacement unit at no cost to you and will email you a prepaid label for return of the defective product. Your Credit Card information will be collected and stored safely and securely. Upon receipt of your return, Weiser will release the Credit Card information and no charges will be applied. Incomplete or no returns will be subject to credit card charges. Shipping instructions will be included with the prepaid label. Please follow the shipping instructions and use the label provided to return the defective unit to Weiser at the preprinted address on the label.
     
    Required Weiser Kevo Product Content:
    The following must be included with your return in order for the unit to be qualified as complete:
     


    Receive/Ship:
    Weiser will ship a replacement unit after receipt of the defective unit at our returns facility. Upon qualification of the product return request, Weiser will email you a prepaid label along with shipping instructions. Please follow the shipping instructions and use the label provided to return the defective unit to Weiser at the preprinted address on the label. Upon receipt of your defective unit, Weiser will ship you a replacement at no cost. Required Weiser Kevo Product Content: The following must be included with your return in order for the unit to be qualified as complete. Incomplete units may not quality for product replacement. 
     
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