Troubleshooting Bluetooth Connectivity Issues (iOS & Android)

Applies To

• Kevo smart locks

• Kevo mobile app on iOS and Android

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Symptoms

Use this article if you experience any of the following:

• Lock dashboard shows “Searching…”

• A Bluetooth Communication Error or Connection Error

• Touch-to-Open (TTO) or Touch-to-Lock (TTL) does not work

• Lock controls fail when the app is running in the background

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Step 1: Refresh App Permissions (All Devices)

Ensure the Kevo app has the latest permissions from the server.

1. Sign out of the Kevo app

2. Sign back into the same account

3. With your phone near the lock, open the lock dashboard

If the app still cannot connect to the lock, continue to Step 2.

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Step 2: Verify Bluetooth Settings

iOS (iPhone)

1. Confirm Bluetooth is ON

   • Control Center or Settings → Bluetooth

2. Confirm Bluetooth Sharing is enabled for the Kevo app

   • Settings → Kevo → Bluetooth

3. If lock/unlock still does not work, continue to Step 3.

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Android

1. Confirm Bluetooth is ON

   • Quick Settings or Settings → Connections → Bluetooth

2. If lock/unlock still does not work, continue to Step 3.

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Step 3: Reset the Bluetooth Session

If Bluetooth is enabled but the lock still does not respond, follow the steps for your device type.

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iOS (iPhone)

1. Force close the Kevo app

2. Turn Bluetooth OFF

   • Control Center or Settings → Bluetooth

3. Re-open the Kevo app

4. Turn Bluetooth ON

5. Open the lock dashboard and try to lock/unlock

If the issue persists, continue to Step 4.

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Android

1. Force stop the Kevo app

2. Turn Bluetooth OFF

3. Re-open the Kevo app

4. When prompted:

   • Tap OK on the Bluetooth is disabled message

   • Tap ALLOW when asked to turn Bluetooth back on

5. Open the lock dashboard and try to lock/unlock

If the issue persists, continue to Step 4.

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Step 4: Power Cycle the Phone (All Devices)

Restarting the phone can resolve Bluetooth stability issues.

1. Power the phone completely off

2. Turn the phone back on

3. Open the Kevo app and try lock/unlock from the lock dashboard

If the issue continues, proceed to Step 5.

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Step 5: Reinstall the Kevo App (All Devices)

1. Uninstall the Kevo app

2. Reinstall the app from the App Store or Play Store

3. Sign in to your Kevo account

4. Try locking or unlocking again

If the app still cannot connect:

• The lock may have been reset and needs to be re-enrolled, or

• There may be a hardware issue with the lock

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Summary

• Most Bluetooth issues are resolved by refreshing permissions or resetting Bluetooth

• iOS and Android follow the same troubleshooting flow, with minor platform differences

• Power cycling the phone and reinstalling the app resolve most remaining cases

• Persistent issues may indicate a lock reset or hardware problem

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