I just installed a new u400 door lock. I an not using apple hub or any hub at all. Just want to pair it with my phone to get started. The lock keeps repeating to hit set button to pair it every few min. My aqara app is not finding the device when i go through the add accessory procedure. I have gone thru all the steps multiple times. I am using the top QR code as described for using the phone aqara app. I even did a 5sec reset. no joy. I feel like the BT is not working on the device. I tried 2 diff phones. Confirmed BT is turned on on the phone for the aqara app. So is Location and Local Network. I also raised a ticket with Aqara support with the same detail.
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!
This was an issue with the lock. It was defective. I got a new one and it worked as it should. Seemed the setup button was not working. I got no help from Aqara support. Is this expected? Are we on our own to diag these issues?
@rockycmt Hey rockycmt, thanks for sharing the follow-up—really appreciate you circling back with what resolved it. Sorry to hear the first unit was a dud and that support didn’t come through in time. That’s definitely not the experience we want you to have.
To your question: hardware defects do happen, and when basic pairing steps (reset, alternate phones, permissions checked) all fail, swapping the unit is often the fastest path forward. That said, you shouldn’t feel like you’re flying solo on the diagnosis.[“content_id”:8"]
For anyone else hitting similar walls with the U400, the standard checklist is: press the Set button once to wake pairing mode, confirm Bluetooth + network permissions, and if it’s still stubborn, hold the reset button for 5 seconds to start fresh.
Since you’ve already got a working lock, you’re all set—but if future quirks pop up or you want to log that support feedback formally, you can reach the Aqara Home App Customer Service Team at Profile > Help & Feedback > Customer Service or scan the QR code below. No account? Submit a ticket here.
Glad you’re up and running now