Status for the Keypad, fob and lock comes through the Base. The Base LED shows a yellow Disarm button when a device is faulted, lost or low on battery, and the ADT+ app's alert icon lists the trouble devices. A Keypad showing wrong status may have lost its link or be running on backup after an outage; ADT says a keypad waits two minutes after AC loss before entering backup mode, and it shows LED patterns only when awake.
The checks in more detail
A lock shown locked while the door is unlocked may have a weak battery, an offline link or a misaligned bolt, so check the door itself and keep a key. A wrong time on events follows the phone's time zone and your location, and the Yale lock's own clock is not the source of timeline times. After a power cut give the Base a few minutes to reconnect.
Refresh the app and compare with the Base LED and Keypad. If a low battery message persists 24 hours after replacement, delete and re-add the device. If status stays wrong, contact ADT chat with a screenshot and photo of the LED. Take one photo of the Keypad and one screenshot of the app in the same minute so support can compare them. A lock that reads locked, then unlocked, then locked again within minutes has a connection or battery problem and not a software one.
Send support the photo, the screenshot and the time you took them, so they can see how long the mismatch has lasted. A Keypad shows its LED patterns only when awake from motion nearby, so wave a hand in front of it before deciding it is dark. A lock that shows unlocked at night is worth checking by hand immediately, since it is the status that matters most.
Differential
Likely causes of “ADT Keypad, Keychain Remote and Yale Assure Lock 2 shows the wrong”, and how to tell them apart
- 1
An offline lock
What separates it The app still shows the door as locked because the lock is offline and the report is stale
How to confirm Fix the lock's battery and range so that it reports its real state to the Base again
- 2
A Keypad on backup
What separates it The Keypad shows trouble LEDs because it is running on its backup battery after a power cut
How to confirm Restore AC power to the Keypad and check that the trouble LEDs clear
- 3
A misaligned bolt
What separates it The app shows the wrong locked state because the bolt is not lining up with the strike plate
How to confirm Fix the door alignment so that the bolt can extend fully and the lock reports correctly
- 4
A power outage
What separates it The status looks stale right after a power cut because the Base has not reconnected yet
How to confirm Wait for the Base and the devices to reconnect, which can take a few minutes, and refresh the app
- 5
The phone time zone
What separates it Event times in the history look wrong because the time zone on the phone is not set correctly
How to confirm Set the phone's time automatically so that events show at the right local time
Before you touch a setting
Record this first — changing settings destroys the evidence
- The status the app shows and the real state of the door
- The Keypad LED color and pattern
- The state of the lock's batteries
- A screenshot of the wrong status
Try in this order
0 of 7 completedCheck the door by hand
ReversibleCheck the door by hand to see whether it is really locked, so you know whether the app or the lock is wrong.
Read the Base LED and Keypad
ReversibleRead the Base LED and the Keypad for trouble states, since a yellow Disarm button means a device is faulted, lost or low.
Replace lock batteries
ReversibleReplace the lock's batteries if they are weak, because a lock with low batteries reports slowly or drops offline.
Refresh the app
ReversibleRefresh the app so it shows the latest status from the Base, since an old screen may show a state that has changed.
Wait after a power cut
ReversibleWait a few minutes after a power cut before you judge the status, because devices need time to reconnect.
Re-add if a message persists
ReversibleRe-add the device if a message persists after 24 hours, by removing it in the app and adding it again.
Contact ADT
ReversibleContact ADT with a screenshot if the status stays wrong, so the support team can see exactly what you see.
Model-specific
What is true of this model and not of its siblings
- Keypad
- Shows LEDs when awake.
- Lock
- Status depends on its battery and link.
- 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 status stays wrong, contact ADT through chat
- !If the lock is unresponsive, use the key
- !If a battery message persists, re-add the device
Evidence ledger
Sources behind this answer
Base LED patterns.
AC power and backup battery.
Yale lock setup, use and battery.
Battery types and lives.
The company and its products.
Exact questions
Common questions
Why does the app say locked?+
The app can say locked when the lock is really open if the report is stale or the lock is offline, so check the door by hand.
How long before Keypad backup?+
The Keypad waits two minutes after AC power is lost before it goes onto its backup battery and reports the loss.
Can a bolt cause wrong status?+
Yes, a bolt that does not line up can cause a wrong locked status, because the lock cannot tell it has fully extended.
Should I check by hand?+
Yes, check the door by hand whenever the app and the door disagree, since the door itself is the final proof.
Does the phone time zone matter?+
Yes, the phone's time zone matters for event times, because the history shows events in the phone's local time.
What if a message persists?+
If a message persists after these steps, re-add the device in the app so that its status is reset from the beginning.
What is a Basic user code for?+
A Basic user code is for arming and disarming at the Base or Keypad, without any app login.
Where do I add a Yale lock?+
Add a Yale lock in the app through Smart Home Device and Locks, and follow the pairing steps for the lock.