ADT's offline article says an offline Keypad is not connected to the Base. This could be caused by several issues: make sure the Keypad is receiving power, since it can show Offline if its backup battery is depleted; make sure the Base is in a central location and remove any objects on top of or close to it that could disrupt the signal to the Keypad; and you may need to remove the Keypad from the system and add it back in the app.
The checks in more detail
ADT's Keypad article says to place it near an entry point, preferably in a different room from the Base. For the Keychain Remote, the offline steps are a fresh CR2450 battery and re-adding it. For the Yale Assure Lock 2, which is enrolled as a Z-Wave device, offline usually means low batteries, range from the Base or another Z-Wave hub interfering: ADT notes another Z-Wave hub may prevent pairing, and suggests migrating your devices to the ADT Base.
Check the Base is online first, since devices report through it. Use Test Mode with the system disarmed before troubleshooting. If a device still will not connect after re-adding, contact ADT chat. Keep a physical key for the lock in case it is unresponsive. Note whether the Keypad drops after a power cut, since a depleted backup battery is the classic cause. A lock behind a steel storm door may need the Base moved to the same side of it.
Contact ADT chat with the model and the Keypad LED pattern ready. ADT says the Keypad can show Offline when its backup battery is depleted, so if a Keypad drops after an outage rather than during normal days, the battery, not the signal, is the likely cause. If the Keychain Remote works at the Base but not at the far end of the house, range is the cause and the fix is to move the Base, not the fob.
Differential
Likely causes of “ADT Keypad, Keychain Remote and Yale Assure Lock 2 is offline or unavailable”, and how to tell them apart
- 1
A depleted backup battery
What separates it The Keypad shows offline because its backup battery is depleted after it has lost mains power
How to confirm Replace or recharge the backup battery following ADT's article and check the Keypad reconnects
- 2
No power to the Keypad
What separates it The Keypad has no power at all because the supply is unplugged or the outlet is dead
How to confirm Check the power supply and the outlet, and plug the Keypad into a working outlet
- 3
Objects near the Base
What separates it The signal is blocked because objects sit on or around the Base and weaken its radio link
How to confirm Clear the Base so that nothing sits on or against it and see whether the Keypad reconnects
- 4
Another Z-Wave hub
What separates it The lock will not pair or stays offline because another Z-Wave hub already controls it
How to confirm Migrate the devices to the ADT Base, so that only one hub controls the lock
- 5
A low fob or lock battery
What separates it The fob or the lock shows offline because its battery is low and it cannot report to the Base
How to confirm Replace the battery in the fob or the lock with the right type and check that it reconnects
Before you touch a setting
Record this first — changing settings destroys the evidence
- The device that is offline, whether Keypad, fob or lock
- The power or battery state of that device
- The position of the Base and what is around it
- Whether another Z-Wave hub is in the home
Try in this order
0 of 7 completedCheck power to the Keypad
ReversibleCheck power to the Keypad, both the mains supply and the backup battery, because the Keypad can show Offline if the backup is depleted.
Check the Base position
ReversibleCheck the Base position, which should be central and clear, since the Keypad talks to the Base over ADT's radio link.
Replace low batteries
ReversibleReplace low batteries in the fob and the lock, using the right type for each, and check they reconnect afterwards.
Remove and re-add
ReversibleRemove and re-add the device in the app if it will not reconnect, pairing it beside the Base.
Check for other Z-Wave hubs
ReversibleCheck for other Z-Wave hubs in the home, since a second hub can stop a lock pairing with the ADT Base.
Use Test Mode
ReversibleUse Test Mode before troubleshooting, so that testing the Keypad does not set off a real alarm.
Contact ADT
ReversibleContact ADT if the device stays offline after these steps, and give them the device type and the Base position.
Model-specific
What is true of this model and not of its siblings
- Keypad
- Powered, with a backup battery.
- Lock
- Z-Wave and battery powered.
- Other models this page answers
- These steps also fit the Keychain Remote, Yale Assure Lock 2 / Lock 2 Touch.
Stop boundary
When this stops being a self-service repair
- !If it stays offline after re-adding, contact ADT through chat
- !If the lock is unresponsive, use the physical key
- !If several devices drop offline together, check the Base rather than each device
Evidence ledger
Sources behind this answer
Offline meaning and fixes per device.
Keypad setup and use.
Yale lock setup, use and battery.
Keypad backup battery.
The company and its products.
Exact questions
Common questions
Why is my Keypad offline?+
A Keypad goes offline when it loses power or its backup battery is depleted, so check its power supply before anything else.
What if the lock will not pair?+
If the lock will not pair, another Z-Wave hub may be interfering, so migrate the lock's control to the ADT Base.
Where should the Keypad go?+
Put the Keypad near an entry, away from the room with the Base, so that it is handy to use when you come in.
What does the fob use?+
The keychain fob uses a CR2450 battery, which you can buy in most shops that sell watch and key fob batteries.
Do I keep a key for the lock?+
Yes, keep a key for the lock, because the electronic lock could be unavailable if its batteries run out.
Should I re-add it?+
Re-add the device if it will not reconnect after checking power and batteries, by removing it in the app and adding it again.
Does the Base need to be online?+
Yes, the Base needs to be online for the app to show and control the Keypad, so fix the Base first if it is offline.
What is the ADT Keypad model?+
The ADT Keypad model is SKP5R0-01, which is the number to quote if you need to contact ADT about it.
What does the Keypad do?+
The Keypad arms and disarms the system and can trigger a panic alarm, so it is the control you use at the door.
What powers the Keypad?+
The Keypad is powered by a power supply and has a lithium-ion backup battery for when mains power is lost.