SmartONE knowledge centre
The SmartONE Knowledge Centre is our all-in-one learning resource for all things SmartONE! Here you can check out our YouTube Tutorials, User Manuals, FAQs, and more!Check out any of the resources below to learn more
YouTube Videos
Check out some of our most watched YouTube tutorials below!
We have even more tutorials on various other products and features on our YouTube channel.
SmartONE User Manuals
This section includes the official SmartONE User Manual and Getting Started Guide—ideal for those who prefer a structured overview or need a reference for specific features.The Getting Started Guide will walk you through installing the ONE! App, account registration, and changing basic settings on your Wallpad, such as changing your Wallpad password.The User Manual provides a more detailed overview of our other hardware products and features, such as the Wallpad, Digital Door Lock, and Enterphone.For more in-depth how-to content, be sure to explore the other resources available in the Knowledge Centre.
FAQ's
Looking for quick answers? This section covers the most commonly asked questions about SmartONE’s services, devices, and features. Whether you're setting up for the first time or troubleshooting an issue, the FAQ is a great place to start.
Wallpad
Q: My wallpad is limiting my temperature controls, why is that?A: Temperature limits are set by property management and cannot be changed.
Q: Can the wallpad communicate with Alexa, Google Home, or other smart home devices?A: We currently do not connect to any smart home devices but have a plan to integrate in the future
Q: What kind of devices can the wallpad control?A: Your wallpad is compatible with most Zigbee protocol devices. It is recommended that you check with your property management team or with SmartONE Support ([email protected]) prior to purchasing.
Q: The alarm is going off on my wallpad, and it is asking for a code. What is this code?A: The code it is asking for is your wallpad password. By default it is set to 1234. If this does not work, then it was likely changed previously. You can dismiss the alarm screen without the code by restarting your wallpad with the power switch found on the bottom. After rebooting, go to Apps -> Settings -> User Configuration -> Password to change your password to any 4 digit code of your choosing.
Digital Door Lock (DDL)
Q: I can't unlock my Digital Door Lock through the ONE! App. What do I do?A: You may need to re-pair your DDL to your wallpad. Please see our tutorial video here on how to pair your DDL.
Q: How do I register my FOB with my DDL?A: Please refer to our video here on how to register a FOB.
Q: My FOB was lost / stolen. How do I prevent someone from using it to get in my unit?A: Open your door and remove the battery cover to access the Registration button. Press the registration button, and you will here a tone and the Keypad will illuminate. Press the number 7.
Press and hold [#] button for 5 seconds to delete all registered smart fobs.
Any FOBs previously registered to your DDL with no longer be able to be used to gain entry into your unit.
Q: What do the error codes displayed on my door lock panel mean?A: If a number is flashing on your doorlock, that is an error code. Please see below for the what each flashing number means:
#1. After five incorrect pin codes or FOB attempts, the smart lock alarm will sound, and your door lock will be disabled for one minute.
#2. PIN number/smart fob registration failed.
#3. Maximum quantity of PIN codes has been stored.
#4. Deadbolt is jammed or blocked by foreign object.
#5. Tamper alert, someone is trying to force the lock.
#6. Unregistered PIN code was used.
#7. Unregistered FOB was used.
#8. Fire Alert. The smart lock is sensing temperature increase in the suite.
#9. Dual lock activated from inside.
Also a flashing red battery icon will indicate if it's time to change the batteries. When this flashes, please remove all the old batteries, and insert 8 new good quality AA alkaline batteries. We recommend Energizer, Duracell, or HDX.
If your door doesn’t lock – it could mean new batteries are required or there is an issue within the doorframe (for doorframe issues, please see your property management team)
Q: Can I open my suite door by putting my phone up against it?A: NFC functionality is not available on the Digital Door Lock, which means you cannot hold your phone up to it to gain entry. You may use a FOB, PIN, ONE! App, or Fingerprint* to enter.*Only available at select communities.
Q: I press the registration button to program pin/fob/fingerprint but my whole front panel lights up instead of just 1, 2 ,4 ,7. What do I do?A: This means that the registration lock feature was enabled on your DDL. Here's how you can disable it:Step outside of your suite and lock your door:
Enter your pin code (do not press star at the end)
Press # (instead of *) once
Press # once more
Press the number 8
This will restore your ability to program PINs /FOBs / Fingerprints
Q: Can I open my suite door remotely?A: Yes, this can be found in the ONE! App under My Home and is labeled Suite. Press the unlock button to unlock your suite door. It can take up to 5 seconds before the door unlocks. After unlocking, if the door is not physically opened within 10 seconds, then the DDL will lock itself again automatically.
Please note: SmartONE does not have the capability to open any doors for you remotely for any community.
HVAC
Q: Why is the Thermostat not showing up on my wallpad?A: If you have a seperate Salus thermostat mounted on your suite, then you will likely need to re-pair the thermostat. See here for steps on how to do so. If you only have the wallpad to act as your thermostat, this means that there is a communication issue between your HVAC and the wallpad. You can follow the steps to troubleshoot this here.
Q: The thermostat option is greyed out on my wallpad. Why is that?
A: Please see above, as the steps to troubleshoot this would be the same.
Q: There is an error that says "Moderate / Severe HVAC Error! Please contact your Property Manager". What does this mean and what do I do?A: This error means that the wallpad is detecting an issue or error coming from your HVAC unit. You will need an HVAC technician to inspect and service it as soon as possible. For help in arranging service, we recommend reaching out to your Property Manager / Building Management.
Q: Is it recommended to keep the thermostat on auto? Should I change it if I am going on vacation or away for extended periods?A: Yes, it is recommended to leave the thermostat on auto, for both comfort and energy savings. While on vacation it is best to keep the in-suite temperature between 5-7 degrees below normal in the winter, and 5-7 degrees higher than normal in the summer. If your primary concern would be to save on energy costs while away from home for extended periods of time, this is the best way to do so. An important reason for not shutting off the thermostat completely during vacations is to avoid damage to your appliances, walls, pipes, etc.
ONE! App
Q: I own multiple suites, can I be connected to all of them at the same time?A: At the moment, you can only be paired to one suite at a given time. If you would like to connect to a different suite, you will need to unlink from your previous one first, by going to Settings -> Unlink in the ONE! App. Then go through the process of linking to the new wallpad
Q: Can I share my ONE! App credentials so that other people have the same access that I do?A: While you can share ONE! App accounts, everyone is recommended to create their own account as more than one person can sync with one wallpad
Q: Some functions on my ONE! App stopped working, what do I do?A: If you encounter any issues using the ONE! App, we recommend rebooting your smartphone. If that fails, please try unlinking, then re-linking the ONE! App to the wallpad. You can do so by going to:
Settings ➜ Connected Hubs ➜ Disconnect from Wallpad
You can then pair back to the wallpad as you did originally.
Q: Can SmartONE open my door for me?A: SmartONE does not have the capability to remotely open any of the public doors or suite doors in the community. If you are having trouble opening a public community door, some options you can use to open it are the Access Control* feature in the ONE! App, your FOB, or you can call your own suite on the enterphone, so that you can answer from the ONE! App and let yourself in. If you are having trouble opening your suite door, you can use your PIN code, FOB, Fingerprint**, or the Suite feature in the ONE! App.*Available in select communities
**Only available on select models
Enterphone
Q: Can I open my front lobby door without using the enterphone?A: Yes, select communities can open certain public access doors around the building. This can be found in the ONE! App under Community called Access Control
Q: When a visitor calls me from the enterphone and I try to answer from the ONE! App, it asks me for a PIN. What is this PIN?A: For security purposes the wallpad password is required to be entered when allowing entry for a visitor in the ONE! App. The wallpad password is set to 1234 by defualt, and can be changed at any time by going to the main menu on your wallpad, then clicking on Apps -> Settings -> User Configuration -> Password.
Please note: this password/PIN is also used to disable your wallpad alarms.
Q: There are multiple people living in my suite. Who gets the call when someone rings our unit?
A: If there are multiple people who have downloaded and paired the ONE! App, then they will all recieve the call. Whoever answers the call first will be able to speak with the visitor and open the door for them.
Q: My visitor called me from the enterphone. How do I let them in the building now?A: When receiving a call from the enterphone, you can either decline or answer the call on either the ONE! App or Wallpad. After answering, there will be a green 'open door' icon you can press, which will open the door for them. Doing this from the ONE! App will prompt you for your wallpad password.
Q: When someone calls from the enterphone, I sometimes do not see the person on my phone or there is a long delay before I see the person.A: A call initiated from a building entrance is immediately displayed on the wallpad but there is a slight delay in receiving that call on your ONE! App. Check to make sure that you have internet connection to your phone and that your notifications are turned on.
Support Team Contact
For any issues that you were not able to resolve using these resources, our Support team will be ready to assist you. Please feel free to contact us here:
We are open from 9:00 AM EST to 5:00 PM ESTFor any emergency situations after these hours, our support line is open 24/7