I’ve just received an Aqara U200 smart lock that I bought from Darty in France through their “Second Life” program (returned/refurbished products).
Unfortunately, it looks like the lock was previously installed and configured by its former owner, and it was apparently not properly reset before being resold.
I’m trying to add the U200 to my Aqara Home account, but I’m stuck because the lock is asking for the previous owner’s fingerprint during the reset/setup process.
Obviously, I have no access to the previous owner or their fingerprint, so I can’t complete the factory reset or pair the lock with my account.
I’ve already contacted Darty, but so far I haven’t been able to get the issue resolved.
Has anyone experienced this with a second-hand/returned Aqara U200?
Is there any way to perform a complete factory reset without the previous administrator’s fingerprint, or does Aqara Support need to remotely remove/unbind the lock from the previous owner’s account?
I have the lock, keypad and serial number, and I can provide proof of purchase if Aqara needs to verify ownership.
Hi there, it looks like you’re experiencing a support-related issue. We’ve automatically created a support ticket for you and will reach out via the forum email within the next two business days.
If other members have any suggestions or insights on this topic, feel free to share!
The support can help in special cases. But if you are not the origin owner of the lock , it might be impossible to get help by the support-
Unfortunately I don’t know the platform Darty …. But easiest way is to get a complete one which is set to factory reset
I made some progress with my U200, but I am now facing a different problem.
The lock has been successfully paired with Apple Home using Matter and my HomePod mini. I can send commands to the U200 from Apple Home and the motor responds correctly.
The problem is that Apple Home interprets the lock position the wrong way around. Physically locking the door results in Apple Home reporting it as unlocked, while physically unlocking it makes Apple Home report it as locked.
I tried running the automatic calibration again several times, but unfortunately this does not change anything.
At the same time, I still cannot get full access to the U200 through Aqara Home. This unit was purchased as a returned/refurbished product from Darty in France and seems to retain the previous user’s administrator information. A full reset asks me to authenticate using the former owner’s fingerprint, which of course I cannot provide.
So at the moment, Matter control is available, but the reported lock state is reversed and I cannot access the Aqara settings needed to correct the calibration.
Is there another way to manually define which physical position should be considered “locked” and “unlocked” without first gaining full access through Aqara Home?
Unfortunately I don’t think it’s possible to make this adjustments over Apple home. You just can start an automatic calibration by pressing the set button on the lock.
I always made the calibration over Aqara app
Well this is an special case and I suppose that Darty did give you an invoice that you can use ether to return it or for Aqara support to help you with it as I think they can delete remotely that finger print so you can then reset it and paint it again .