I continue to have it dropping off of home kit, I is frustrating and Aqara hasn’t done anything to fix this, an expensive door stop is what it is turning out to be. Come on Aqara many people are having this issue.
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@AqaraOfficial do you not read these comments from customers ??? So sad.
@Caroline_Zzz does your team not take these customers comments seriously??
Hi there, sorry for the bad experience! We’ve forwarded this to the product team, and our support team will reach out to you shortly via email — please keep an eye on your inbox.
As the issue diagnostic process can be quite complex, we’re unable to assist with this directly on the forum. Thanks for your understanding!
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Hi everyone,
U400 Product Manager here. First off, I want to sincerely apologize for the connectivity headaches some of you are running into with the U400. I know how frustrating it is when a smart lock doesn’t just work instantly, and our development team is actively tracking all your comments and feedback here ( also Reddit) .
To be completely transparent about what’s going on behind the scenes and what we’re doing to fix this:
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Hunting the bugs: For the past few months, we’ve been deeply focused on optimizing UWB performance and debugging alongside major phone manufacturers. One major bottleneck has been that we can’t easily see what’s happening inside Apple Home’s network topology. To solve this, we’re about to reach out to users who filled out our recent survey to help us install an official Apple profile and pull Apple Home logs. We’ll be analyzing these and sharing them directly with Apple to nail down a definitive fix.
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Why updates take time: I know everyone wants quick hotfixes, but the U400 every single firmware update has to pass certifications for Matter, Aliro, and Apple MFi before we can push it to the public. This extra layer of safety limits our fastest possible release cycle to about once every 2–3 months.
While we work on the next firmware, our technical team mapped out the underlying mechanics of Apple Home and found two solid network optimization workarounds. If you’re experiencing dropouts, give these a shot:
Tweaks You Can Try Right Now
1. Clear out the network noise (For heavy Apple Home users)
If your house is packed with HomePods and Apple TVs, too many wireless hubs can actually confuse the Thread network.
- Stick to a wired backbone: Try unplugging non-essential HomePods temporarily, or toggle off “Use as Home Hub” on your secondary Apple TVs. Ideally, leave just 1–2 Apple TV 4K units connected via Ethernet (closest to your front door) running as your main hubs. Wired connections drastically cut down on mDNS packet drops and keep the Thread topology stable.
- Watch out for Split Networks: Make sure your Aqara M3 Hub and Apple TV are on the exact same VLAN / network segment. If they aren’t, the M3 might spin up its own independent Thread network, causing the U400 to constantly ping-pong between two different Border Routers and go offline.
2. Flip your pairing order . The “Apple First” Method
If your lock is acting up, try unpairing it completely and re-adding it using this exact sequence:
- Step 1: Go Native First Turn on your iPhone’s Bluetooth/Wi-Fi, open the Apple Home App, and scan the U400’s Matter QR code. Let the lock join Apple’s Thread network directly to establish a clean, native Matter-over-Thread link.
- Step 2: Share it with Aqara Once it’s stable in Apple Home, go to the lock’s settings in the Apple Home App and tap “Turn on Pairing Mode” to get a fresh Matter setup code. Then, open the Aqara Home App and use that code to link the lock to your M3 Hub.
If anyone is down to help us capture some Apple Home logs, or if you run into any snags with these steps, drop a comment below or contact Support@aqara.com .
Appreciate you all sticking with us while we iron these kinks out. 
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Appreciate your detailed response! I was wondering though regarding UWB and you guys working with phone manufacturers, is the next firmware update going to include Samsung Wallet (UWB) and Google Wallet support? If so is there an estimate for when the beta would drop.
Thanks
I have the exactly same issues, it’s a shame. It wasn’t like that several weeks ago.
My lock has been stable in HomeKit now for almost 2 weeks. Here are the details from an email I sent to Aqara support:
Last night I was able to do some additional testing, while the lock was disconnected from HomeKit. First I tried rebooting both Apple TVs, but the lock still didn’t connect. I tried connecting to the lock via BlueTooth in the Aqara app, which worked, but did not improve the situation with HomeKit. I tried both manually locking and unlocking the lock and unlocking via my phone with Apple Home Key. None of that reconnected the lock to HomeKit. Finally, I pulled the battery on the lock, gave if a few seconds, then plugged it back in. After that the lock reconnected to HomeKit.
I do have an idea for what might be going on. I have been trying to add the lock to Home Assistant in addition to HomeKit by having HomeKit generate a new pairing code for the lock and typing that into Home Assistant. So far this has failed. This lock is my first Matter over Thread device, so I suspect there is an issue with how I have Home Assistant and the Matter server setup. This did result in me generating a number of pairing codes that were never successfully used. Since I rebooted the lock last night, however, I have not tried adding it to Home Assistant again. The lock has remained connected to HomeKit that entire time.
Since then, I was able to add the lock to Home Assistant. The reason it was failing to add to Home Assistant is the VM my Matter server was running on was not properly configured to accept ip6 router advertisements. Once I found, and followed, the instructions from the Matter server, it added right away. Since then I’ve only had a single issue, where Home Assistant reported the door as unlocked, but HomeKit reported it as locked. This required manually unlocking and locking the door to resolve, nothing I could do remotely was able to sync the state on the two systems, and I’m not sure which state the lock actually was in. It is possible the lock was jammed.
Have you seen this thread on Reddit U400 Lock - Miscellaneous Errors & Bugs : r/Aqara? It documents a few improvements that could be made to the Matter support on the lock.