U400 setup issue and homekit connection

Aqara Products
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1

Hi,

I have four U400 locks and all are having the same issues:

• Cannot add to HomeKit. Transfer from the Aqara app to HomeKit repeatedly fails.
• Random disconnects from the Aqara app.
• Auto unlock does not work.
• Cannot get all locks to connect to the Hub M3 (hub is hardwired; all devices on the same network).

Network details:

• Tried both 2.4 GHz and 5 GHz.
• Three UniFi routers covering a 2,000 sq ft home; coverage is solid.
• Each lock has been factory reset multiple times (9+).

how can i fix this? it’s driving me crazy

1 Like
2

hi there, sorry for the bad exprience with the U400. Our support has reached out to you, please check your inbox. Thanks!

3

There’s so many comments about the U400 and HomeKit not working ! When are you guys going to fix this issue ? It’s everywhere online that this lock is having problem with HomeKit and shows as “No Response” and others can’t add it on HomeKit. Such a bad choice to trust this lock when I thought I could. I don’t know why you can’t update the U400 to retro work like the U100. Such a shame.

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4

Hi there, thank you for reaching out and sorry to hear you’re running into these frustrating issues with your four U400 locks. We completely understand how disruptive this can be, and we’re here to help you resolve this step by step.

We’re aware of ongoing Matter over Thread interoperability challenges affecting multiple brands (including IKEA) and are actively working with the CSA to optimize stability and pairing success. Your symptoms align with these known edge cases in complex multi-router networks.

To Help Us understand the issuse, Could you share:

  1. U400 firmware version (Aqara Home app → Device Settings → About)
  2. Hub M3 firmware version (Aqara Home app → Hub Settings → About)
  3. Apple Home Hub firmware version (Apple TV / HomePod mini → Settings → General → About)
  4. Network details:
    • Is there any VPN (router-level or client) active on your network?
    • Are your three UniFi routers configured as one single 2.4GHz/5GHz SSID or multiple separate Thread subnets?

Immediate Troubleshooting Steps You Can Try

  1. Network Simplification (Critical for Thread/Matter)
  • Temporarily disable 5GHz on all UniFi routers; use only 2.4GHz (Channel 1, 6, or 11; 20MHz width).
  • Ensure all three routers are in the same LAN subnet (no VLANs, no isolated Thread networks).
  • Disable VPN, Pi-hole, or any firewall rules that may block local multicast/Thread traffic.
  1. Auto-Unlock Fix
  • In Apple Wallet: enable “Unlock on Approach”
  • In Apple Home app: enable “Add ad Edit Accesssories” feature for shared users

Once you share the firmware versions and network details, we can provide a fix plan and escalate to our engineering team if needed.

1 Like
5

Aqara should have more than enough information from all of us, fix the this door lock so we can feel safe and better at home! We bought this to protect our homes and it seems Aqara isn’t holding up to their standards for customers.