I don’t know what to do anymore. I have U100 locks that work seamlessly and I have three of them. But for U400 it’s a nightmare ! Constantly says no response on Apple HomeKit ! And I bought an M3 hub for controlling it as well. In technical terms I’m not the best at explaining but this lock is horrible. Can someone please help me get it fixed on Apple HomeKit and on the matter controller ?
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Sorry for the unpleasant experience, our support will reach out to you via email soon. Please keep an eye on your inbox. Thanks!
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Hi @cristianflores4 - can you describe your Apple Home set up? What is your Apple thread border router? What is your Apple home hub?
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I’ve got 6 Apple 4K TVs and 16 HomePods and my living room tv is next to the front door that’s the main hub. I’ve got 5 MX5200 router towers and my house is completely homekit. I’m no beginner at this homekit but this device U400 has been a nightmare. The 3 U100 locks that I have all work seamlessly on homekit and Aqara app but not for the U400
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Is there a phone number instead ? Support is really laggy.
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Sorry, we don’t have a support phone number. I have checked and our support team has already contacted you via email. Please feel free to reply to that email if you need further assistance.
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Email is sent back but your turn around time in responding is over 24 hrs. Please respond in a timely manner.
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Same issue here. U400 paired to an M3 hub, HomePod as the HomeKit Thread Border Router — and reliable HomeKit connectivity is essentially nonexistent. When it does connect, it feels like a minor miracle. At this point, we’ve pulled it from all HomeKit automations entirely.
For a lock — a security device — this level of unreliability isn’t just frustrating, it’s unacceptable. You can’t automate around something you can’t count on, and you certainly can’t trust your home’s security to it.
But the bigger issue is Aqara’s support infrastructure, which simply isn’t suited to a company of its size and product footprint. No phone support. No live escalation path. No real-time help of any kind. Just email chains that drag on for days and forum posts that may or may not get a response. For a brand that sells home security products — door locks, cameras, sensors — that’s not a minor inconvenience, it’s a fundamental mismatch between what they’re selling and the level of care they’re willing to provide when things go wrong.
Aqara makes a lot of good hardware. That makes this worse, not better — because customers buy into the ecosystem, trusting that the company stands behind it. Right now, the support experience says otherwise.
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Hi,
Out of curiosity, how did you pair this to HomeKit?
Asking because I currently have 3x U300 Locks (Matter over Thread) that work flawlessly with my HomeKit Setup, and I was thinking of adding the U400 for a fourth door.
The way I paired my U300s was through HomeKit first, and then through the Aqara App, to “bind” to the M3 Hub.
This setup hasn’t given me a single glitch in about a year now, and is highly responsive.
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Same issue. The solution for me was to not use any Aqara hub at all (I have M100) and ONLY use Apple TV via a 2.4Ghz network and handwire with ethernet. Place AppleTV very cose to the smart lock.
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@AqaraOfficial you guys need to fix this asap ! I’m not the only one and support team has been no help at all! Understand that this thread already has other users chiming in saying they are experiencing the same issues ! Why can’t you guys retrofit the Aqara U400 to work like the U100 locks. Again the U100 locks work flawlessly over homekit and with a Aqara hub and this lock doesn’t ! You need to understand there’s a system issue on your end and you need to update this lock to fix homekit ! Read this thread and the other thread that is also online
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I can’t help you, but man do I wish I could. Funny enough your post above that links to a Reddit Post is actually my post. I am having some very similar issues and this thing is driving me crazy. I have created another post to hopefully get some more attention and help. If you figure anything out, please let me know.
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It seems that Aqara doesn’t care at all.
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You didn’t get any help from the Aqara support team?
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There’s multiple customers and posts everywhere with customers having the same issue. This is not fixed at all, and support team is no help on this issue. Apparently Aqara is aware of the issue but ball is in their court to come up with a fix for this lock. Horrible. Google Aqara U400 homekit and you’ll see tons of people with the same issue.
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I don’t need to google it. I trust your experience is legit. Same as I know my U400 works great, and it’s my U100 that constantly gives me issues 
So there’s nuance to every set up.
I was genuinely just asking whether you got any help from Aqara support on this issue. Seems the answer is no…
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To my point. No 
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I was able to use us Apple Home initially with my U400 lock but now I keep getting a response in Apple Home. I con control it from the Aqara app. I did a firmware update from with in the Aqara App and it has not worked since then.
Both my phone and the Apple TV are on the same 2.4 network. I have restarted the router already. Again it was working. Also, I want to use the Apple TV as a hub so I can control things remotely and because I can’t get the lock to work from within the Apple Home app, I can bind it to the Apple TV through the Aqara app.
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I’m having the exact same issue. I got the U400 yesterday, and since then it’s dropped off of HomeKit 3 separate times, requiring rebooting the lock. The lock is currently sitting less than a foot from an Apple TV, so I don’t think the issue has anything to do with signal strength or interference.
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Sadly, I think we all bought a bogus lock, and Aqara sees these comments and doesn’t want to do anything about to fix it across all customers. So sad. We trust them with our home and they totally burn us. On top of that this lock hasn’t had a proper software update in a while now. We bought into nothing.
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