U400 and Matter pairing

Apple Home Connect
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1

I purchased the U400 Smart Lock approximately two months ago. It worked perfectly with Apple Home until recently, when it stopped appearing in the app.

Here is everything I have tried to resolve this:

  • Removed the lock from Apple Home and removed it from Matter
  • Factory reset the lock (holding both Reset and Set buttons for 5 seconds) — done at least 10 times
  • Reset my HomePod
  • Attempted to re-add via Apple Home on both an iPhone and an iPad — tried at least 10 times across both devices
  • Confirmed firmware is up to date

The lock IS detected during the Apple Home pairing process — it shows up as a nearby accessory — but then fails with a pairing/cannot add error before completing.

The lock does work in the Aqara app via Bluetooth, but I do not have an Aqara hub and do not wish to purchase one. I am using a HomePod as my Thread border router.

2

Just want to confirm, when you say you removed it from Matter, you mean you removed it from “Matter Accessories” within your iOS device settings?

I had an issue similar to yours with U300 locks when I first installed them, and resolved it by manually removing the device from Matter Accessories on my iPhone.

3

Hi there, as this issue has already been resolved with our support team via email, we’ll be closing this topic on the forum as well. If you have any further questions or run into any other issues, please feel free to reply directly to our support email. Thanks for your support and understanding!